Re: [otrs] OTRS iPhone

[Nathan Campbell]

Excellent!

Nathan Campbell


On 4/25/11 1:34 PM, "Muhammad El-Sergani"  wrote:

>Thanks Nathan,
>
>Apparently I had forgotten to download it's package on OTRS :)
>
>Working great now no problem.
>
>On Monday, April 25, 2011, Nathan Campbell  wrote:
>>
>> If you have installed the iPhone Handler, in the Admin > Package Manager
>> you should see a PDF documentation link. The JSON file is installed for
>> you along with the iPhone handler.
>> In your iPhone app, you will point the client to that file - generally
>>at
>> http:///otrs/json.pl
>>
>> Is your OTRS installation accessible via the Internet or is it only
>> internally accessible? You may need to expose it through your firewall
>>for
>> the iPhone app to be able to communicate with the server (or - use the
>> iPhone over internal wireless)
>>
>> Good luck!
>>
>> Nathan Campbell
>>
>>
>> On 4/25/11 1:20 PM, "Muhammad El-Sergani"  wrote:
>>
>>>Hi all,
>>>
>>>I'm not able to get the iPhone app to work, it's looking for a JSON
>>>interface. What's that?
>>>
>>>--
>>>
>>>Thanks and Best Regards,
>>>Muhammad El-Sergani.
>>>-
>>>OTRS 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
>>
>
>
>-- 
>
>Thanks and Best Regards,
>Muhammad El-Sergani.
>-
>OTRS 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] OTRS iPhone

[Nathan Campbell]

If you have installed the iPhone Handler, in the Admin > Package Manager
you should see a PDF documentation link. The JSON file is installed for
you along with the iPhone handler.
In your iPhone app, you will point the client to that file - generally at
http:///otrs/json.pl

Is your OTRS installation accessible via the Internet or is it only
internally accessible? You may need to expose it through your firewall for
the iPhone app to be able to communicate with the server (or - use the
iPhone over internal wireless)

Good luck!

Nathan Campbell 


On 4/25/11 1:20 PM, "Muhammad El-Sergani"  wrote:

>Hi all,
>
>I'm not able to get the iPhone app to work, it's looking for a JSON
>interface. What's that?
>
>-- 
>
>Thanks and Best Regards,
>Muhammad El-Sergani.
>-
>OTRS 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] Problem with LDAP autentication

[Nathan Campbell]

You can create a group that includes all the customers you need to search and 
enter the LDAP path to the group in your config file.
That may not be the best or intended way of doing it but it works for me.

Nathan Campbell
Dallas Symphony Orchestra


From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
DM_Julio Angulo
Sent: Monday, January 31, 2011 2:58 PM
To: User questions and discussions about OTRS.
Subject: [otrs] Problem with LDAP autentication

Greetings, I have problems doing the search for clients using LDAP, you'll see 
the problem is: Ous exist within other OUs, when I make the search returns no 
results.
leave a request for help in the forum, if anyone knows how to solve it I would 
appreciate very much.

Julio Angulo

Forum Link:
http://forums.otrs.org/viewtopic.php?f=82&t=7937

Julio Cesar Angulo Quiroz
Telf.: 997066155

-
OTRS 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] OTRS on linux vs windows

[Nathan Campbell]

Exactly! 

Nathan Campbell
Dallas Symphony Orchestra



On 1/29/11 10:42 AM, "Ralf Hildebrandt" 
wrote:

>* Nathan Campbell :
>
>> I've run OTRS 2.x and now 3.x on Windows 2003 as well as 2008 for a
>> couple of years with relatively few problems, certainly nothing like
>> what Jan experienced. Our biggest problem has been growth of the
>> database in MSSQL 2005.
>
>I also had some problems with the size of the database, but
>fortunately OTRS now allows me to put attachments into the filesystem,
>thus keeping the DB small and tidy
>
>-- 
>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

-
OTRS 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] OTRS on linux vs windows

[Nathan Campbell]

I've run OTRS 2.x and now 3.x on Windows 2003 as well as 2008 for a couple of 
years with relatively few problems, certainly nothing like what Jan 
experienced. Our biggest problem has been growth of the database in MSSQL 2005.

Nathan Campbell
Dallas Symphony Orchestra

From: Robert Poreba 
mailto:poreba.rob...@googlemail.com>>
Reply-To: "User questions and discussions about OTRS." 
mailto:otrs@otrs.org>>
Date: Sat, 29 Jan 2011 07:05:18 -0600
To: "User questions and discussions about OTRS." 
mailto:otrs@otrs.org>>
Subject: Re: [otrs] OTRS on linux vs windows

Thank you Jan,

That's very helpful.

I'm installing OTRS on 2 systems today, Windows Server 2008 R2 and SLES11. 
We'll see how it goes.
I'm familiar with linux, however my colleagues are not. They would prefer it to 
be on Windows in case I leave the company or break my leg ;)
I'm going to suggest them that if worst comes to worst, they can always migrate 
it to Windows..

Anybody else had any issues with OTRS on Windows (or Linux)?

--
Thanks a lot
Robert


On Sat, Jan 29, 2011 at 11:40 AM, Jan Rüssel 
mailto:janrues...@gmail.com>> wrote:
Hi Robert,

We have started running OTRS on Windows Server 2008 R2.
We are currently investing in how to migrate to Linux because we have unstable 
performance, more need for windows updates (and necessary repoobts) and the 
system log for OTRS which is only enabled for linux.
Also we want to save the costs to purchase the Windows license. So if you are 
familiar with Linux I would recommend to go for Linux. Also the large amount of 
installations seems to be on Linux which is the impression I got when browsing 
many forum entries in order to solve issues and questions.
I am also new to OTRS and therefore am looking for further inputs by the 
community.

Regards,
Jan

On Sat, Jan 29, 2011 at 12:07 PM, Robert Poreba 
mailto:poreba.rob...@googlemail.com>> wrote:

Hi All,

I'm wondering if you know any pros and cons of running OTRS on Linux vs running 
it on Windows?

Apart from obvious differences that come from OS, are there any benefits for 
the application whan it's run on Linux (eg. is it more stable, better tested 
etc)?

I'm just about to choose the platform so any info would be useful.

Thanks a lot

--
Robert

-
OTRS 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

-
OTRS 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] Migration

[Nathan Campbell]

I can only assume that you either can't or don't want to run 3.0 on the 2.4.x 
hardware so why don't you just copy the 2.4.x files and database to the new 
hardware and run the upgrade scripts?

Nathan Campbell
Dallas Symphony Orchestra

From: Prince Chavez 
mailto:prince.cha...@tonerboss.com>>
Reply-To: "User questions and discussions about OTRS." 
mailto:otrs@otrs.org>>
Date: Wed, 29 Dec 2010 15:37:18 -0600
To: "otrs@otrs.org<mailto:otrs@otrs.org>" mailto:otrs@otrs.org>>
Subject: [otrs] Migration

Hi All,

Can someone please send me a complete step by step. We are currently running 
2.4.x on an old machine, I have installed 3.0.4 on a new (separate) machine. 
How do I get all the settings / tickets transferred over?

Thanks in advance,
--
Prince Chavez
Customer Relations Manager
TonerBoss.com
714-482-0377 x 6524

This message is intended solely for the use of the original addressee(s) and 
may contain information that is privileged and confidential. Any unauthorized 
dissemination of this communication is strictly prohibited. If you are not the 
intended recipient, you are notified that any dissemination of this 
communication is prohibited.
-
OTRS 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] Antw: Upgrading from 2.4.9 to 3.0.3: pain

[Nathan Campbell]

I guess I've been out of the loop on this thread - what were the troubles
going on with upgrading to 3.0? I am running a Windows setup and didn't
have much trouble upgrading.

Win 2008x64
IIS7
SQL 2005

I just ran the installation file - skipped the web based setup, ran the
update SQL scripts, copy and pasted my old config.pm settings and was up
and running in less than 30mn.

Nathan Campbell 
Dallas Symphony Orchestra



On 12/7/10 3:17 PM, "Wes Plate"  wrote:

>
>Thanks for starting this thread, I have a 2.4.9 setup that is working,
>though it took me a few tries to get upgraded from 2.3.3 where we had
>been for years.  I've been considering eventually trying to switch to
>3.0, but this thread encourages me to consider staying where we're at.
>
>-- 
>Wes Plate
> w...@automaticduck.com
>  http://www.automaticduck.com/
>
>On Dec 7, 2010, at 1:59 AM, Aron Rotteveel wrote:
>
>> Thanks for the reply, although my German is not spectacular.
>>Considering the problems and path OTRS is currently taking I'll probably
>>reconsider switching support solutions again. It is just way too much
>>hassle. A product should just work without taking so much time to
>>configure.
>
>-
>OTRS 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] 2 email address'es can go to a single queue

[Nathan Campbell]

You need to setup a Postmaster Filter setting to direct emails to specific 
queues based on To:

Set To: and X-OTRS-Queue with the appropriate parameters.

Good luck,

Nathan Campbell
Dallas Symphony Orchestra

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Silver 
springs
Sent: Wednesday, November 03, 2010 4:16 PM
To: otrs@otrs.org
Subject: [otrs] 2 email address'es can go to a single queue

Hello Everyone,

Can any body let me know if we can make two emails address'es  go into one 
queue ?

Meaning, 1st email address is used as a system address for a Queue XYZ. Then we 
setup another email address (2nd) , select the same queue such that all the  
emails to the 2nd email ID will be routed to queue XYZ  as tickets ?

If yes, do I need to set up POP/IMAP account in OTRS for the 2nd email address 
(mailbox).

Your response is appreciated.

Thanks
Winter
-
OTRS 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] change color of ticket on customer update in agent ticket view ?

[Nathan Campbell]

You can modify the css of the site to whatever you like for the most part -
for example, I have modified the css to display a different color for each
status we have.

The css files (as of version 2.4) are in
/otrs/var/httpd/htdocs/css/Standard

Good luck,
Nathan Campbell
Dallas Symphony Association


On 10/4/10 10:36 AM, "Daniel Maher"  wrote:

> Hello,
> 
> Our implementation of OTRS is largely web-only, and does not send out
> email alerts for the most part.  This works very well for us, but a side
> effect is that it can be difficult for an agent to know that a ticket
> has been updated by a customer, as it is not evident in the StatusView
> (the most commonly used view in our environment).
> 
> I am curious to know if there is a way to, say, change the background
> colour of a ticket's row in StatusView if it has been updated by a
> Customer, and _hasn't_ been subsequantly updated by an Agent (whereupon
> the colour would ostensibly return to normal).
> 
> I realise that there probably isn't an easy solution, but i thought i'd
> ask the question anyways, just in case somebody has already done
> something like this.
> 
> Thank you, and have a good day.
> 



-
OTRS 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] Q. about sending notification after phone-ticket have been sent

[Nathan Campbell]

If it doesn't happen automatically you should be able to create a notification 
event in the admin console



Nathan Campbell
Manager of Support and Systems Analysis
Dallas Symphony Orchestra
Morton H. Meyerson Symphony Center
Schlegel Administrative Suites
2301 Flora Street
Dallas, Texas 75201

817-966-5232 - cell
214-871-4026 - work
--
Sent from my BlackBerry

-Original Message-
From: otrs-boun...@otrs.org 
To: otrs@otrs.org 
Sent: Sun Sep 12 11:36:27 2010
Subject: [otrs] Q. about sending notification after phone-ticket have been  
sent

Hello all. I receive notification when e-mail based tickets have been
sent. But this doesn't work when agent has created phone-based ticket.
What should I do to enable this behaviour?
Thank all for answer.

-
OTRS 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] Back Up and Restore??

[Nathan Campbell]

If you mean the otrs files then just copy the c:/otrs folder (or whatever your 
location is)) and simply move them to the new location and adjust your iis or 
apache setup accordingly.

If sql, you'd be better served in a sql specific group or a google search 
should suffice. Be sure to adjust your kernel/config.pm to account for the new 
sql server location as well.

Good luck


Nathan Campbell
Manager of Support and Systems Analysis
Dallas Symphony Orchestra
Morton H. Meyerson Symphony Center
Schlegel Administrative Suites
2301 Flora Street
Dallas, Texas 75201

817-966-5232 - cell
214-871-4026 - work
--
Sent from my BlackBerry

-Original Message-
From: otrs-boun...@otrs.org 
To: User questions and discussions about OTRS. 
Sent: Fri Sep 03 07:39:05 2010
Subject: Re: [otrs] Back Up and Restore??

You've just received a valid response..


On Fri, Sep 3, 2010 at 12:23 PM, Joseph Thomas  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] Seting up email on a windows pc

[Nathan Campbell]

Here is how I handle that - there may be a better way to do it but it works for 
me:
Build the customerserv...@clientone.com , ad...@clienttwo.com, 
customerserv...@clientthree.com addresses as System Address entries
Then, create queues  for the emails that need to be responded to with those 
addresses. Make sure to associate the appropriate System Address with the 
queue. When you reply to a message from that queue, the From address will be 
the System Address you assigned to the queue.

Nathan Campbell
Dallas Symphony Orchestra


From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Ray 
Padilla
Sent: Tuesday, August 24, 2010 3:25 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Seting up email on a windows pc

Thanks for the response. I was having issues setting up the smtp. The manual is 
a bit confusing as it is mainly setup for a linux type environment.
How I was trying to set it up was so that it would receive emails from an 
account that is hosted outside our domain i.e. customerserv...@mailbox.com

I think I got that working at least I think not sure though it pulled in the 
mail on the mailbox but has not updated since I did that. But at least the 
emails came in. Now what I want to do is send emails out but I want to send 
them out with different froms i.e. customerserv...@clientone.com , 
ad...@clienttwo.com, customerserv...@clientthree.com. The 
customerserv...@mailbox.com is a catch all mailbox from many different clients, 
I want to reply with a branded email, these emails are all set as aliases to 
the customerserv...@mailbox.com email

I know it's confusing just curious to know if it can be done

Thanks

Ray Padilla
Director of Information Technology
ray.padi...@paquinhealthcare.com<mailto:ray.padi...@paquinhealthcare.com>
407-566-1010, ext 223
Paquin Healthcare Companies
1142 Celebration Blvd
Celebration, Florida 34747

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Hugh 
Kelley
Sent: Tuesday, August 24, 2010 11:58 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Seting up email on a windows pc

Ray, the options are numerous, but this is the product I use as an "on-box" POP 
server for OTRS,

 http://www.hmailserver.com/<http://www.hmailserver.com/>.

We don't have POP or IMAP mailboxes in our environment so I needed a solid but 
simple mail server to receive the tickets messages.  This fit the bill.

I've also tinkered with its event model a bit so that a delivered message event 
triggers an OTRS fetch.  The timing isn't quite right for that, but it give you 
some idea of the flexibility of hMailserver (and of course, OTRS).

Hugh
On Tue, Aug 24, 2010 at 11:28 AM, Ray Padilla 
mailto:ray.padi...@paquinhealthcare.com>> 
wrote:
Hello all,

How do I configure email send and receive on the OTRS system running on a 
windows PC?

Ray Padilla
Director of Information Technology
ray.padi...@paquinhealthcare.com<mailto:ray.padi...@paquinhealthcare.com>
407-566-1010, ext 223
Paquin Healthcare Companies
1142 Celebration Blvd
Celebration, Florida 34747

Confidentiality Notice: This e-mail message, including any attachments, from 
The Paquin Healthcare Companies, Inc. (and its affiliates / subsidiaries) 
contains information which is CONFIDENTIAL AND/OR LEGALLY PRIVILEGED. The 
information is intended only for the use of the individual named above and may 
not be disseminated to any other party without Paquin Healthcare Companies, 
Inc.'s written permission. If you are not the intended recipient, or the 
employee or agent responsible for delivering the message to the intended 
recipient, you are hereby notified that any dissemination, disclosure, 
distribution, copying or taking of any action in reliance on the contents of 
this e-mailed information is strictly prohibited.  If you have received this 
e-mail in error, please notify us immediately by telephone at 407-566-1010 or 
notify us by e-mail at 
secur...@paquinhealthcare.com<mailto:secur...@thepaquingroup.com> to arrange 
for the return of these documents to us without cost to you.


[cid:image001.jpg@01CB43A3.EE939250]<http://www.amazon.com/gp/product/098242390X>
Retail Healthcare Revolution<http://www.amazon.com/gp/product/098242390X> by 
Tony Paquin
Now available at Amazon.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

<>-
OTRS 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] Delete tickets

[Nathan Campbell]

I go about it like this - I've created a queue named Trash and anything that I 
want to be deleted and never seen or thought of again is move to that queue.
Then, I created a GenericAgent job that deletes anything in the Trash queue 
every 10mn. For me, that is good enough.

I also have GenericAgents that run that identify and move emails with Subjects 
'Out of Office' or 'Undeliverable' to the Trash queue as well.

Hope that helps,

Nathan Campbell
Dallas Symphony Orchestra


From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Andy 
Wodfer
Sent: Tuesday, August 24, 2010 2:43 PM
To: otrs@otrs.org
Subject: [otrs] Delete tickets

Hi,
I'm a newbie to OTRS (just started using it today). I don't understand how I 
can delete tickets?

In my Dashboard under New tickets I receive some junk emails and I want to 
delete them right away. Is there a simple way of doing this?

If I just move them to the JUNK folder they still appear under New tickets.

Sorry for this newbie question, but hopefully someone could give me some help 
here.

Cheers!

Andy
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] Add a frontend link for browsing PDF documents

[Nathan Campbell]

To add a link to the customer navigation - edit the  
\OTRS\Kernal\Output\HTML\Standard\CustomerNavigationBar.dtl file.
You will see a section of the file with 

Insert a standard HTML link after the end of the dtl:block:item (which is what 
builds the standard links)
Example:


http://www.google.com"; target="_blank" 
onmouseover="window.status='Preferences'; return true;" 
onmouseout="window.status='';" class="navitem">Google
  

You'll also need a graphic for the button most likely so add that to the 
\OTRS\var\httpd\htdocs\images\Standard folder

The same process applies if you are adding the link to the Admin interface, 
just use the AdminNavigationBar.dtl

Nathan Campbell
Manager of Support and Systems Analysis
Dallas Symphony Orchestra


From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Henrik 
Nydell
Sent: Thursday, August 19, 2010 8:26 AM
To: otrs@otrs.org
Subject: [otrs] Add a frontend link for browsing PDF documents

Hi, is there a simple way to add a new icon to the frontend page which links to 
a page with some PDF docs. I'd like to keep those PDFs within OTRS for 
authentication purposes. I.e. only authorized customers with ticket reporting 
credentials should be able to access this page with PDF docs.

I'm using OTRS 2.4.7 BTW

--
 [cid:image001.png@01CB3F8D.875EB2A0]

  Henrik Nydell

  [cid:image002.png@01CB3F8D.875EB2A0]
  Prosilient Technologies AB
  Årstaängsvägen 25, 3tr - Box 47231, SE-10074 STOCKHOLM
  Office: +46 (0)8 588 32 600 - Fax: +46 (0)8 731 05 71
  Tel: +46 (0)70 984 59 92 - 
henrik.nyd...@prosilient.com<mailto:henrik.nyd...@prosilient.com>
  www.prosilient.com<http://www.prosilient.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

Re: [otrs] Spam from an user

[Nathan Campbell]

One method might be to setup a postmaster filter with Header 1 set to From and 
the value equal to the email address and then configure the Set Header 1 to 
X-OTRS-Queue and the value equal to a trash queue.

Then, create a generic agent to automatically delete items in the trash queue 
every 10mn

Nathan Campbell
Dallas Symphony Orchestra


From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Jean 
BROW
Sent: Wednesday, August 18, 2010 3:13 PM
To: otrs@otrs.org
Subject: [otrs] Spam from an user

We having an @hotmail.com<http://hotmail.com> user who sending spam to our OTRS 
system. How can we block his email address (we cannot block hotmail.ocm domain 
on the server).

Thank you.
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] Config Item, subcategories

[Nathan Campbell]

Hi Edgar, not sure if this is exactly what you are looking for but I have 
something similar Services, and SLAs

So, for exmaple, you would setup a Service item for Conduit A
Then, create SLAs for cable A1, cable A2, and cable A3
Part of the creation of the SLA is to link it to a Service

Now, in the customer interface when a customer selects a service item, the SLAs 
that are linked to that service are populated in the drop-down.
Hope that helps – good luck,

Nathan Campbell
Dallas Symphony Orchestra



On 8/18/10 9:52 AM, "Edgar Valdes"  wrote:

Hello everyone,

I've been looking around and trying different things and am just about ready to 
pull my hair out. has anyone figured out a way to do subcategories for CI?


This is basically what i want to have:

Select conduit: -conduit A
 - cable A1
 - cable A2
 - cable A3
   -conduit B
 - cable B1
 - cable B2
 - cable B3
 .

So I would like to have one drop down menu with the conduit listed, when you 
select that one it populates the next drop down field with just cables for that 
conduit.

Any advice on how to accomplish this would be great!

Thanks,

Edgar V.


-
OTRS 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] FAQ 1.6.5 CGI Error?

[Nathan Campbell]

Successful workaround:

 

Performed a fresh install of OTRS 2.4.7 with mod_perl on a new machine

This was simply to get the /otrs/perl folder which I copied to the
existing machine that was having the error.

 

I remapped the:

PATH variable and the 

*.cgi

*.pl

mappings in IIS 6 from Strawberry Perl to the mod_perl file structure
and it works.

 

Nathan Campbell 
Dallas Symphony Orchestra 



From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Nathan Campbell
Sent: Friday, March 19, 2010 4:50 PM
To: otrs@otrs.org
Subject: [otrs] FAQ 1.6.5 CGI Error?

 

FAQ Module appears to install properly, I am able to view it and add a
category, but when I create a new article and attempt to save it - I get
this error:

"CGI Error

The specified CGI application misbehaved by not returning a complete set
of HTTP headers."

>From that point on - the FAQ module always returns this error - even
from the customer interface. I can uninstall and reinstall to get rid of
the error, but as soon as I attempt to enter the first article it blows
up.

Platform:

   OTRS 2.4.7

   FAQ 1.6.5

   Win2K3

   IIS 6

   SQL 2005

   Strawberry Perl

OTRS has been running splendidly on this platform for several years.
(with the exception of Strawberry Perl which started a couple of
upgrades ago)

Nathan Campbell
Dallas Symphony Orchestra

-
OTRS 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] Upgrade 2.4.7

[Nathan Campbell]

Make sure your config.pm file was not overwritten during the upgrade.

If you ran the windows installer then it would have created a new config.pm and 
your connection and login settings could be messed up.

 

Good luck,

 

Nathan Campbell 
Dallas Symphony Orchestra 



From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
Sebastien Bory
Sent: Friday, March 26, 2010 9:45 AM
To: 'User questions and discussions about OTRS.'
Subject: Re: [otrs] Upgrade 2.4.7

 

After this upgrade I can't log on root or another agent, and it's the same for 
customer interfaces.

How I can verify with mysql the user' table?

I have no knowledge about Mysql

 

Cordialement

 

Sébastien  Bory
Administrateur réseaux
NCI-les centres d'affaires
Bienvenue chez vous - Just welcome !
59 Rue des Petits Champs 75001 Paris
Tel  33(0) 1 73 77 53 41
Fax  33(0) 1 73 77 55 56
Port: 33(0) 6 78 93 28 66 
Mail :s.b...@groupenci.com <mailto:s...@groupenci.com> 
Web: www.groupenci.com <http://www.groupenci.com/> 

 

 

Ce message et toutes les pièces jointes sont établis a l'intention exclusive de 
ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, 
merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute 
utilisation de ce message non conforme à sa destination, toute diffusion ou 
toute publication, totale ou partielle, est interdite, sauf autorisation 
expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI 
décline toute responsabilité au titre de ce message, dans l'hypothèse ou il 
aurait été modifié. This message and any attachments are intended solely for 
the addressees and is confidential. If you receive this message in error, 
please delete it and immediately notify the sender. Any use not in accord with 
its purpose, any dissemination or disclosure, either whole or partial, is 
prohibited except formal approval. The internet can not guarantee the integrity 
of this message. NCI shall not therefore be liable for the message if modified.

 

De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de 
Sebastien Bory
Envoyé : vendredi 26 mars 2010 13:47
À : 'User questions and discussions about OTRS.'
Objet : [otrs] Upgrade 2.4.7

 

Dear,

I do an upgrade for otrs 2.4.5 to otrs 2.4.7

When I want to log it with r...@localhost  I have this message "the user or 
password are wrong"

And I look in this files otrs.log and I see that:

Fri Mar 26 13:42:17 2010][Error][Kernel::System::Valid::ValidIDsGet][195] Table 
'otrs.valid' doesn't exist, SQL: 'SELECT id FROM valid WHERE name = 'valid''

[Fri Mar 26 13:42:17 2010][Error][Kernel::System::Auth::DB::Auth][94] You have 
an error in your SQL syntax; check the manual that corresponds to your MySQL 
server version for the right syntax to use near ') AND  login = 
'r...@localhost'' at line 1, SQL: 'SELECT pw, id  FROM  users  WHERE  valid_id 
IN (  ) AND  login = 'r...@localhost''

[Fri Mar 26 13:42:17 2010][Notice][Kernel::System::Auth::DB::Auth] User: 
r...@localhost doesn't exist or is invalid!!! (REMOTE_ADDR: 127.0.0.1)

[Fri Mar 26 13:42:17 2010][Error][Kernel::System::User::UserLookup][680] Table 
'otrs.users' doesn't exist, SQL: 'SELECT id FROM users  WHERE LOWER(login) = ?'

 

Can you help me

thanks

 

Cordialement

 

Sébastien  Bory
Administrateur réseaux
NCI-les centres d'affaires
Bienvenue chez vous - Just welcome !
59 Rue des Petits Champs 75001 Paris
Tel  33(0) 1 73 77 53 41
Fax  33(0) 1 73 77 55 56
Port: 33(0) 6 78 93 28 66 
Mail :s.b...@groupenci.com <mailto:s...@groupenci.com> 
Web: www.groupenci.com <http://www.groupenci.com/> 

 



Ce message et toutes les pièces jointes sont établis a l'intention exclusive de 
ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, 
merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute 
utilisation de ce message non conforme à sa destination, toute diffusion ou 
toute publication, totale ou partielle, est interdite, sauf autorisation 
expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI 
décline toute responsabilité au titre de ce message, dans l'hypothèse ou il 
aurait été modifié. This message and any attachments are intended solely for 
the addressees and is confidential. If you receive this message in error, 
please delete it and immediately notify the sender. Any use not in accord with 
its purpose, any dissemination or disclosure, either whole or partial, is 
prohibited except formal approval. The internet can not guarantee the integrity 
of this message. NCI shall not therefore be liable for the message if modified.

 

<>-
OTRS 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] FAQ 1.6.5 CGI Error?

[Nathan Campbell]

FAQ Module appears to install properly, I am able to view it and add a
category, but when I create a new article and attempt to save it - I get
this error:

"CGI Error
The specified CGI application misbehaved by not returning a complete set
of HTTP headers."

>From that point on - the FAQ module always returns this error - even
from the customer interface. I can uninstall and reinstall to get rid of
the error, but as soon as I attempt to enter the first article it blows
up.

Platform:
   OTRS 2.4.7
   FAQ 1.6.5
   Win2K3
   IIS 6
   SQL 2005
   Strawberry Perl

OTRS has been running splendidly on this platform for several years.
(with the exception of Strawberry Perl which started a couple of
upgrades ago)

Nathan Campbell 
Dallas Symphony Orchestra

-
OTRS 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] Remove the language option in the customer login page

[Nathan Campbell]

Ah - I forget that the Customer page is a bit different - you should be able to 
comment these items to acheive your desired results:
 
If that doesn't work, let me know and I'll take a look at my Customer Login 
page from which I removed the Language a year or so ago when I implemented it 
to confirm exactly what should be done.
 
Good luck (again)!
 


 

-Original Message- 
From: otrs-boun...@otrs.org on behalf of Mohamed Zakaria 
Sent: Wed 12/2/2009 11:07 PM 
To: User questions and discussions about OTRS. 
Cc: 
Subject: Re: [otrs] Remove the language option in the customer login 
page



Dear Nathan,

 

Thanks for your mail. I cannot find the syntax that you mentioned.

 

This is my customerlogin.dtl file.

 

# --

# CustomerLogin.dtl - provides customer HTML login screen

# Copyright (C) 2001-2009 OTRS AG, http://otrs.org/

# --

# $Id: CustomerLogin.dtl,v 1.25 2009/02/16 11:07:25 tr Exp $

# --

# This software comes with ABSOLUTELY NO WARRANTY. For details, see

# the enclosed file COPYING for license information (AGPL). If you

# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.

# --

#

# http headers

$Include{"CustomerHeader"}

 





<!--

function submit_form() {

#if (!document.login.User.value) {

#alert('$JSText{"Login is needed!"}');

#return false;

#}

#else if (!document.login.Password.value) {

#alert('$JSText{"Password is needed!"}');

#return false;

#}

 

now = new Date();

Diff = now.getTimezoneOffset();

document.login.TimeOffset.value = Diff;

 

return true;

}

//-->







  $Text{"$Data{"Message"}"}

  



  $Text{"Login"}





  



  

  

  

  

  



  $Text{"Username"}:

  





  $Text{"Password"}:

  



  

  



  



  







  



  $Text{"Lost your password?"}





  



  

  

  



  $Text{"Username"}:

  





  ($Text{"Request new 
password"})



  

  



  



  







  







  

$Text{"Language"}

  

  



  



  $Text{"Language"}:

  $Data{"Language"}



  

  



  



  







  



  $Text{"Create Account"}





  



  

  

  



  $Text{"Salutation"}: 

   





  $Text{"Firstname"}: 

   





  $Text{"Lastname"}: 

   



#

#  $Text{"Login"}: 

#   

#



  $Text{"Email"}/$Text{"Login"}: 

   



#

#  $Text{"CustomerID"}: 

#   

#

  

  



      

    

  









 

$Include{"CustomerFooter"}

 

Regards,

Zak

 

   

Re: [otrs] Remove the language option in the customer login page

[Nathan Campbell]

Sorry - you were talking about the Customer Login page - same instructions, but 
that file is named CustomerLogin.dtl in the same folder. :)

-Original Message- 
From: otrs-boun...@otrs.org on behalf of Mohamed Zakaria 
Sent: Wed 12/2/2009 7:38 PM 
To: 'otrs@otrs.org' 
Cc: 
Subject: [otrs] Remove the language option in the customer login page



Hi, 

Does anyone knows how to remove the language option in the customer 
login page? 

I would like to just use english and prohibit the customers from using 
other languages. 

Thank you. 

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] Remove the language option in the customer login page

[Nathan Campbell]

You can modify the Login.dtl file found here:  
\OTRS\OTRS\Kernel\Output\HTML\Standard
Just comment out the entire block of code as seen below:
 
Good luck!
 
# --
# language
# --

 
 
<>-
OTRS 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] Help Needed regarding Technology Stack of OTRS

[Nathan Campbell]

I have two instances running in my environment - both on W2K3 , SQL 2005, and 
IIS 6 - we love it.

-Original Message- 
From: otrs-boun...@otrs.org on behalf of Arpit2 G 
Sent: Wed 12/2/2009 4:05 AM 
To: otrs@otrs.org 
Cc: 
Subject: [otrs] Help Needed regarding Technology Stack of OTRS



Hello Everyone, 
I am planing to implement OTRS. I have following technology stacks: 

OS: Windows 
Database: MS SQL 
Directory: Active directory 

Please suggest me whether this selection is ok and if anybody has 
experience of using this stack plz share with me, How was the performance? and 
plz if u could tell me what is best choice. 

Thanks & Regards 
Arpit Gupta
ESM Sub Focus Area, TEG Open Source Platform
Tata Consultancy Services
Ph:- +91-22-67782544
Mailto: arpit...@tcs.com
Website: http://www.tcs.com  

Experience certainty.IT Services
   Business Solutions
   Outsourcing
 

=-=-=
Notice: The information contained in this e-mail
message and/or attachments to it may contain 
confidential or privileged information. If you are 
not the intended recipient, any dissemination, use, 
review, distribution, printing or copying of the 
information contained in this e-mail message 
and/or attachments to it are strictly prohibited. If 
you have received this communication in error, 
please notify us by reply e-mail or telephone and 
immediately and permanently delete the message 
and any attachments. Thank you



<>-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
http://www.otrs.com/en/support/enterprise-subscription/

Re: [otrs] only 250 customers shown

[Nathan Campbell]

I'm sorry - I can't find it at the moment, I do think I need to correct myself 
and say that the value I am talking about (if I remember correctly) was not 
modifying a .dtl file but one of the System   - .pm files - however, I can't 
recall which one. I was having the same difficulty and found that one of the 
program files had a return limit that I was able to modify. Perhaps someone 
else knows?
 

-Original Message- 
From: otrs-boun...@otrs.org on behalf of Leonardo Certuche 
Sent: Mon 11/23/2009 8:08 PM 
To: User questions and discussions about OTRS. 
Cc: 
Subject: Re: [otrs] only 250 customers shown


Thanks for your quick response Nathan, more info on which dtl or even 
which line on it it's more than welcome (I'm not a skilled programmer)

Greetings,

Leonardo Certuche



On Mon, Nov 23, 2009 at 9:04 PM, Nathan Campbell 
 wrote:


You may have to modify the actual page dtl itself - I have seen 
a couple of instances where there is a hard-coded return limit

Good luck

    
    Nathan Campbell
Systems Administrator
Dallas Symphony Orchestra
Morton H. Meyerson Symphony Center
Schlegel Administrative Suites
2301 Flora Street
Dallas, Texas 75201

817-966-5232 - cell
214-871-4026 - work
--
Sent from my BlackBerry


-Original Message-
From: otrs-boun...@otrs.org 
To: User questions and discussions about OTRS. 
Sent: Mon Nov 23 19:58:50 2009
Subject: [otrs] only 250 customers shown

Hi list,

This topic has been already discussed but unfortunately I 
haven't been able to solve it. I tried what is said in 
http://www.mail-archive.com/otrs@otrs.org/msg18806.html and 
http://www.mail-archive.com/otrs@otrs.org/msg25190.html without success.

We have OTRS 2.4.5 + ITSM 1.3.2 with LDAP backend for both 
customers(278) and agents(64). While AdminCustomerUserGroup shows our 278 
customers,  both AdminCustomerUser and AdminCustomerUserService only show 250 
customers. As explained in http://doc.otrs.org/2.4/en/html/x1764.html the 
answer seems to lay on the CustomerUserSearchListLimit parameter but our 
working LDAP configuration looks a little different so I don't know where to 
place that parameter

Here is our LDAP config for customers:


   #Enable LDAP authentication for Customers / UserS
   $Self->{'Customer::AuthModule'} = 
'Kernel::System::CustomerAuth::LDAP';
   $Self->{'Customer::AuthModule::LDAP::Host'} = 'A.B.C.D;
   $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 
'OU=COMPANY,DC=DOMAIN,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'} = 'USER';
   $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 
'PASSWORD';

   # Net::LDAP new params (if needed - for more info see 
perldoc Net::LDAP)
   $Self->{'Customer::AuthModule::LDAP::Params'} = {
   port => 389,
   timeout => 120,
   async => 0,
   version => 3,
   };


Keeping this syntax, how should I set 
CustomerUserSearchListLimit?

Thanks a lot!

Leonardo Certuche




-
OTRS 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] only 250 customers shown

[Nathan Campbell]

You may have to modify the actual page dtl itself - I have seen a couple of 
instances where there is a hard-coded return limit

Good luck


Nathan Campbell
Systems Administrator
Dallas Symphony Orchestra
Morton H. Meyerson Symphony Center
Schlegel Administrative Suites
2301 Flora Street
Dallas, Texas 75201

817-966-5232 - cell
214-871-4026 - work
--
Sent from my BlackBerry

-Original Message-
From: otrs-boun...@otrs.org 
To: User questions and discussions about OTRS. 
Sent: Mon Nov 23 19:58:50 2009
Subject: [otrs] only 250 customers shown

Hi list,

This topic has been already discussed but unfortunately I haven't been able to 
solve it. I tried what is said in 
http://www.mail-archive.com/otrs@otrs.org/msg18806.html and 
http://www.mail-archive.com/otrs@otrs.org/msg25190.html without success.

We have OTRS 2.4.5 + ITSM 1.3.2 with LDAP backend for both customers(278) and 
agents(64). While AdminCustomerUserGroup shows our 278 customers,  both 
AdminCustomerUser and AdminCustomerUserService only show 250 customers. As 
explained in http://doc.otrs.org/2.4/en/html/x1764.html the answer seems to lay 
on the CustomerUserSearchListLimit parameter but our working LDAP configuration 
looks a little different so I don't know where to place that parameter

Here is our LDAP config for customers:


#Enable LDAP authentication for Customers / UserS
$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self->{'Customer::AuthModule::LDAP::Host'} = 'A.B.C.D;
$Self->{'Customer::AuthModule::LDAP::BaseDN'} = 
'OU=COMPANY,DC=DOMAIN,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'} = 'USER';
$Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'PASSWORD';

# Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)
$Self->{'Customer::AuthModule::LDAP::Params'} = {
port => 389,
timeout => 120,
async => 0,
version => 3,
};


Keeping this syntax, how should I set CustomerUserSearchListLimit?

Thanks a lot!

Leonardo Certuche


-
OTRS 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 LDAP AD

[Nathan Campbell]

I can't guarantee that this will work, but the only difference I see
between your config that isn't working and mine that is - is this:

#CustomerUser
#(customer user database backend and settings)
$Self->{CustomerUser} = {
  Module => 'Kernel::System::CustomerUser::LDAP',
  Params => {
  Host => 'X.X.X.X',
  BaseDN => 'DC=serveur,DC=local',
  SSCOPE => 'sub',
  UserDN
=>'cn=Administrateur,Ou=Administrateurs,dc=serveur,dc=local',
  UserPw => 'PASSWORD',
},


For the HOST => value in this section, instead of the IP address, use
the FQDN (servername.domain)
You can keep the IP for the first definition of the LDAP host here:
$Self->{'Customer::AuthModule::LDAP::Host'} = 'X.X.X.X';

Like I said, that is kind of shot in the dark but you never know.

Also, have you looked at the log file - there may be some additional
information in there as to why it is failing.

Good luck!

Nathan Campbell
Dallas Symphony Orchestra

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
COLAS Vincent
Sent: Friday, October 02, 2009 9:23 AM
To: otrs@otrs.org
Subject: [otrs] otrs LDAP AD

Hi,

I have some trouble with my LDAP config for auth otrs Customers with
windows AD.

My Config.pm

#
#Enable LDAP authentication for Customers / Users
  $Self->{'Customer::AuthModule'} =
'Kernel::System::CustomerAuth::LDAP';
  $Self->{'Customer::AuthModule::LDAP::Host'} = 'X.X.X.X';
  $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=serveur,dc=local';
  $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'} =
'cn=Administrateur,Ou=Administrateurs,dc=serveur,dc=local';
  $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'PASSWORD';

#CustomerUser
#(customer user database backend and settings)
$Self->{CustomerUser} = {
  Module => 'Kernel::System::CustomerUser::LDAP',
  Params => {
  Host => 'X.X.X.X',
  BaseDN => 'DC=serveur,DC=local',
  SSCOPE => 'sub',
  UserDN
=>'cn=Administrateur,Ou=Administrateurs,dc=serveur,dc=local',
  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' ],
],
  };
#

I have no error and in my otrs admin page, i see all Customer users when
i search *.

But i can't connect Client in customer page : 
User unknown or wrong password :(

Anybody can help me?

Best Regards,

PS : Sorry for my English !


Vincent

-
OTRS 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] Access denied for user 'otrs'@'localhost'

[Nathan Campbell]

Have you run the db update scripts?

 

Nathan Campbell 
Dallas Symphony Orchestra 



From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Prince Chavez
Sent: Friday, September 25, 2009 4:42 PM
To: otrs@otrs.org
Subject: [otrs] Access denied for user 'otrs'@'localhost'

 

Hi All, 

I previously installed otrs2.2.4 on an Ubuntu 8.04 server, but it lacked
imaps/pop3s support. So i removed it from my system and manually
installed 2.4.4. Took me a while, but I managed to get the perl modules
and apache configured. One thing I didn't remove was the database from
my old install.

Now when i visit index.pl, i get this error:




Error: Access denied for user 'otrs'@'localhost' (using password: YES)

Comment:

Please contact your admin

Bug Report:

[Click here to report a bug!]

Traceback:

ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Sat Sep 26 05:31:34 2009

Message: Access denied for user 'otrs'@'localhost' (using password: YES)

Traceback (10316): 
   Module: Kernel::System::DB::new (v1.105) Line: 188
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 143
   Module:
ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han
dler (unknown version) Line: 48
   Module: (eval) (v1.88) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.88) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31


Any ideas? I already tried changing this line (just to test) on
apache2-perl-startup.pl, but the auth failure still indicates
o...@localhost: 

use Apache::DBI ();
Apache::DBI->connect_on_init('DBI:mysql:otrs', 'root',
'mysqlrootpasswdhere');
use DBI ();


Any help would be appreciated.

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] RADIUS & LDAP/DB

[Nathan Campbell]

Here is a link to the most recent documentation on Radius Customer
authentication:

 

http://doc.otrs.org/2.4/en/html/x1940.html#configuration-customer-auth-b
ackend-radius

 

 

I don't know about customer users, but the below works for my agents. As
long as they are able to authenticate against LDAP, they will be
automatically created and grouped in OTRS.

This is a portion of Config.pm:

 

# UserSyncLDAPMap

# (map if agent should create/synced
from LDAP to DB after login)

$Self->{UserSyncLDAPMap} = {

# DB -> LDAP

UserFirstname =>
'givenName',

UserLastname => 'sn',

UserEmail => 'mail',

};

 

# UserSyncLDAPGroups

# (If "LDAP" was selected for
AuthModule, you can specify

# initial user groups for first login.)

$Self->{UserSyncLDAPGroups} = [

'[system_user]',

];

 

So, there may be similar for Customer Users in the docs. I know that
didn't answer all of your questions, but hopefully may get down the
correct path.

 

Good luck!

 

Nathan Campbell 
Dallas Symphony Orchestra 



From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Alessandro d'Ambrosio
Sent: Thursday, September 24, 2009 10:34 AM
To: otrs@otrs.org
Subject: [otrs] RADIUS & LDAP/DB

 

Hi, 

I would like to use RADIUS in order to authenthicate my customer users
in my OTRS.

Have I to create them in otrs before they try to access by customer
users web interface? 

Is there a method to populate my cutomer users db dinamically when a
customer users log on? This because I don't want to create a copy/direct
link to my LDAP 

 

 

Thank you very much,

Alessandro

 

-
OTRS 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] disable WYSIWYG editor?

[Nathan Campbell]

Is that not set at the Config Options: Framework -> Core::Web
Frontend::RichText:= No?

Nathan Campbell
Dallas Symphony Orchestra

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Mike Lewinski
Sent: Tuesday, September 22, 2009 3:52 PM
To: otrs@otrs.org
Subject: [otrs] disable WYSIWYG editor?

I really, really dislike the WYSIWYG editor. If plain text was good 
enough for my grandfather, it is good enough for me!

Seriously, it causes problems, and does not add one single good thing to

our ticketing experience. Does anyone know how we can get rid of it 
without downgrading? Have searched sysconfig boxes to no avail :(
-
OTRS 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] 2.4.4 PGP

[Nathan Campbell]

Hello, 

I am having some difficulties getting GNUPGP and OTRS 2.4.4 functioning
properly.

For starters, here is my setup:

 

OTRS 2.4.4

Windows 2003

IIS 6

MSSQL 2005

GNUPG for Windows - 1.4.10b (latest Windows build I can find on their
site)

I also have Thunderbird and Enigmail installed to allow me to test and
easily manage the GNUPGP keys

 

So, my setup is working flawlessly so far. OTRS functions properly and
as its own entity, GNUPG / Thunderbird works like a charm as well. I am
able to encrypt and decrypt emails so that is all functioning properly
so I feel the individual components are ok.

 

The trouble is when I try configure OTRS for PGP and send an encrypted
email to OTRS from Thunderbird (in production, PGP emails will come from
a website) - I open up the ticket and am greeted with:

 

From:

gom 

To:

dips...@dalsym.com

Subject:

PGP Test VII

Created:

09/22/2009 14:39:24

Crypted:

gpg: No private key found to decrypt this message!

This message was written in a character set other than your own.If it is
not displayed correctly, click here
<http://respighi/otrs/index.pl?Action=AgentTicketZoom&TicketID=166&Artic
leID=524&Subaction=ShowHTMLeMail>  to open it in a new window.

-BEGIN PGP MESSAGE-
Charset: ISO-8859-1
Version: GnuPG v1.4.10 (MingW32)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

hQEMA2BHRiLOsP0ZAQgAseDKaxFWXwmyOTIndmmUvVz3kRK4Bit5aScG8CUbclLy

etc.

 

The keys are all in my keyring because I am able to decrypt / encrypt in
Thunderbird with no difficulty.

I have followed all of the instructions in the 2.4.4 manually, I have
(apparently) successfully imported the keys into OTRS as well (along
with the passwords).

 

Here is my Config Options: Framework -> Crypt::PGP -  PGP::Options:
string:

 

--batch --keyring \\respighi\gnupg\pubring.gpg  --secret-keyring
\\respighi\gnupg\secring.gpg --try-all-secrets  --no-tty --yes
--logger-file c:\gnu\gnupg\log\log.txt

 

The paths are all correct and file permissions are granted
appropriately. The GNU log has this error:

gpg: no valid OpenPGP data found.

gpg: decrypt_message failed: eof

 

I'm confunded - by all accounts I am doing everything properly. Any
expertise anyone can offer would be greatly appreciated!

Thank you!

 

Nathan Campbell 
Dallas Symphony Orchestra 



-
OTRS 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] 2.4.4 HTML

[Nathan Campbell]

So it looks like if there is an embedded or linked image in the HTML
email, OTRS strips it out and displays the rest of the email as
plain-text and attaches any inline images.

 

Nathan Campbell 
Dallas Symphony Orchestra 



From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Glossop, Andrew
Sent: Tuesday, September 22, 2009 3:12 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] 2.4.4 HTML

 

It's supposed to be automatic. Fro me, most emails are shown in HTML.
But some are still shown as text, with the HTML as a file attachment. So
there's some issues with HTML still.

 

Try sending emails from different sources. Maybe it doesn't like the
HTML you're sending it.

 

  _  

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Nathan Campbell
Sent: 21 September 2009 21:47
To: User questions and discussions about OTRS.
Subject: [otrs] 2.4.4 HTML

 

I'm sure this is really easy and I am just missing it - 

I am having trouble finding an option to view tickets in HTML format in
OTRS. Everything is being converted to text and I would like it be HTML
(for formatting, inline images, styles, etc...). I was under the
impression that 2.4.4 allowed this.

Will keep browsing the manual.

 

Thanks

 

Nathan Campbell 
Dallas Symphony Orchestra 


-
OTRS 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] Mail setup OTRS - Windows XP

[Nathan Campbell]

I just upgraded to 2.4.4 this week on a Windows install and the File
logging is working fine for me. Has been working in previous versions as
well, so I don't think there is a bug with OTRS. Sorry L I know that
isn't much help.

I can configure it through the Admin GUI just fine. Silly question, but
you do have appropriate permissions on the intended file structure?

 

Nathan Campbell 
Dallas Symphony Orchestra 



From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Glossop, Andrew
Sent: Tuesday, September 22, 2009 3:26 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Mail setup OTRS - Windows XP

 

I put this into Config.pm

 

$Self->{'LogModule'} = 'Kernel::System::Log::File';

$Self->{'LogModule::LogFile'} = 'D:/OTRS/otrs/var/log/otrs.log';

 

It's supposed to work via Sys Config, but not for me. I don't know if
this is an issue with the  Windows version of OTRS or not

 

Config Options: Framework -> Core::Log   

 

LogModule:

LogModule::LogFile:

 

  _  

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Ramsey Allison
Sent: 21 September 2009 22:47
To: otrs@otrs.org
Subject: [otrs] Mail setup OTRS - Windows XP

 

I setup OTRS on Windows XP . It has been configured but I have a couple
questions. Hopefully, you can assist me.

 

1. How do I enable the Syslog?  No response when I click on it. 

2. Setup mail.

   Currently switched our mail to Google Mail.

   pop.gmail.com (port 465)

   smtp.gmail.com (port 995)

 

SysConf, Sendmail,

SMTPS

Sendmail Module Host: smtp.gmail.com

Sendmail port:465

Authorize user:xx...@support.com <mailto:user%3axx...@support.com> 

Password:x

 

PostMaster Mail Account

POP

xxx...@support.com

Host:pop.gmail.com

Trusted: Yes

 

 

I get error message "can't send email ticket to xx...@support.com! It's
a local address! Create a phone ticket.



-- 

Ramsey

-
OTRS 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] 2.4.4 HTML

[Nathan Campbell]

I'm sure this is really easy and I am just missing it - 

I am having trouble finding an option to view tickets in HTML format in
OTRS. Everything is being converted to text and I would like it be HTML
(for formatting, inline images, styles, etc...). I was under the
impression that 2.4.4 allowed this.

Will keep browsing the manual.

 

Thanks

 

Nathan Campbell 
Dallas Symphony Orchestra 


-
OTRS 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] Install OTRS 2.2.5 on Windows XP machine

[Nathan Campbell]

Yes, that is what we do, except we are using MSSQL and I’m running OTRS in a VM.

 

Nathan Campbell 
Systems Administrator
Dallas Symphony Orchestra 
Morton H. Meyerson Symphony Center
Schlegel Administrative Suites
2301 Flora Street 
Dallas, Texas 75201 

214-871-4026 - phone 
214-953-1218 - fax 
n.campb...@dalsym.com <mailto:n.campb...@dalsym.com> 
www.dallassymphony.com <http://www.dallassymphony.com> 

 

"To entertain, inspire and change lives through musical excellence" 
Click Here To Buy Tickets <http://dallassymphony.com/Buy_Tickets.aspx> 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Lev 
Davidovich
Sent: Sunday, September 20, 2009 3:52 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine

 

Ha ha - sorry "easy" was definitely the wrong word to use in this context! ;-) 
Your advocacy of MySQL is convincing. The kind of automated backups you are 
describing is certainly what we would be aiming for. Is that how you back up 
OTRS data in your organisation?

 

  _  

From: Nathan Campbell 
To: User questions and discussions about OTRS. 
Sent: Friday, 18 September, 2009 16:17:34
Subject: Re: [otrs] Install OTRS 2..2.5 on Windows XP machine




It might be better to say that OTRS setup on Windows with MSSQL / IIS isn’t 
difficult – “easy” would be too generous. There are some extra steps that you 
must perform to get it up and running but it isn’t too bad.  

 

However, seeing what it is that you want to do, what about this configuration:

 

Windows XP

OTRS | MySQL & IIS6

 

The reasons I would opt for MySQL in this case: cost, easier integration as a 
backup solution, consistency with live environment. 

If you went with MSSQL on the Windows box, then you would have to deal with 
restoring MySQL database into MSSQL and who needs that hassle?

 

Once you have your Windows OTRS working, your failure-over process should be a 
snap. Granted, I am not a MySQL person; but I would expect that your process 
could be to take automatic backups of your live database and save them to a 
file share or some other location not on the live server. 

 

Could take the backup every 15 minutes, hour, whatever is best for your needs. 
If a failure occurs, simply take the backup and restore it to the Windows MySQL 
instance and you’ll be all set. It’s all about the database – once it’s all 
setup, you shouldn’t have to deal with modifying anything on the web server 
side when restoring a backup.

 

 

 

Nathan Campbell 
Dallas Symphony Orchestra 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Lev 
Davidovich
Sent: Friday, September 18, 2009 3:27 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine

 

Thank you Nathan - I appreciate your input - sometimes a late intervention can 
be the most decisive one! ;-)

 

You have raised an issue that I must admit I had not considered until now.. 
Thinking about it, the only possible reason would be because our live version 
runs on Apache (on a Linux platform). However, all we really want to do is have 
a backup of our tickets on the Windows (or, as I have now realised, a Mac OS) 
machine and if that can be achieved with IIS rather than Apache I would 
certainly look into it. 

 

In your opinion, how easy would it be to set up OTRS on a Windows machine which 
would then be able to import the database dumped from our live version 2..2.5 
running on Apache/Linux?

Many thanks again

  _  

From: Nathan Campbell 
To: User questions and discussions about OTRS. 
Sent: Thursday, 17 September, 2009 22:31:27
Subject: Re: [otrs] Install OTRS 2.2..5 on Windows XP machine



I’m kind of coming into the conversation a bit late in the game, but if you are 
running on XP, is there any particular reason to be married to Apache? You 
could try IIS and see how that works.

If you need some documentation to setup OTRS on Windows (I am run two instances 
of OTRS on W2K3 / MSSQL 2005 / IIS6) let me know.

 

Nathan Campbell 
Dallas Symphony Orchestra 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Lev 
Davidovich
Sent: Thursday, September 17, 2009 4:27 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine

 

Hi Michiel I have tried what you suggested but I am getting errors starting up 
Apache when I replace the files in the otrs/otrs directory with the 2.2.5 files 
of the same directory. As I explained in my most recent email I am unable to 
restart Apache 2.2 whenever I replace any of these directories:

Kernel\System 

Kernel\Modules 

Kernel\ cpan-lib

I thought it might be easier with if I downloaded 2.3 (the earliest windows 
installer) rather than the latest version but the same problem cropped up.

Is there any way of finding out which files I need to change within these 
directo

Re: [otrs] Install OTRS 2.2.5 on Windows XP machine

[Nathan Campbell]

It might be better to say that OTRS setup on Windows with MSSQL / IIS isn’t 
difficult – “easy” would be too generous. There are some extra steps that you 
must perform to get it up and running but it isn’t too bad. 

However, seeing what it is that you want to do, what about this configuration:

 

Windows XP

OTRS | MySQL & IIS6

 

The reasons I would opt for MySQL in this case: cost, easier integration as a 
backup solution, consistency with live environment. 

If you went with MSSQL on the Windows box, then you would have to deal with 
restoring MySQL database into MSSQL and who needs that hassle?

 

Once you have your Windows OTRS working, your failure-over process should be a 
snap. Granted, I am not a MySQL person; but I would expect that your process 
could be to take automatic backups of your live database and save them to a 
file share or some other location not on the live server. Could take the backup 
every 15 minutes, hour, whatever is best for your needs. If a failure occurs, 
simply take the backup and restore it to the Windows MySQL instance and you’ll 
be all set. It’s all about the database – once it’s all setup, you shouldn’t 
have to deal with modifying anything on the web server side when restoring a 
backup.

 

Nathan Campbell 
Dallas Symphony Orchestra 



From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Lev 
Davidovich
Sent: Friday, September 18, 2009 3:27 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine

 

Thank you Nathan - I appreciate your input - sometimes a late intervention can 
be the most decisive one! ;-)

 

You have raised an issue that I must admit I had not considered until now.. 
Thinking about it, the only possible reason would be because our live version 
runs on Apache (on a Linux platform). However, all we really want to do is have 
a backup of our tickets on the Windows (or, as I have now realised, a Mac OS) 
machine and if that can be achieved with IIS rather than Apache I would 
certainly look into it. 

 

In your opinion, how easy would it be to set up OTRS on a Windows machine which 
would then be able to import the database dumped from our live version 2..2.5 
running on Apache/Linux?

Many thanks again

  _  

From: Nathan Campbell 
To: User questions and discussions about OTRS. 
Sent: Thursday, 17 September, 2009 22:31:27
Subject: Re: [otrs] Install OTRS 2.2..5 on Windows XP machine




I’m kind of coming into the conversation a bit late in the game, but if you are 
running on XP, is there any particular reason to be married to Apache? You 
could try IIS and see how that works.

If you need some documentation to setup OTRS on Windows (I am run two instances 
of OTRS on W2K3 / MSSQL 2005 / IIS6) let me know.

 

Nathan Campbell 
Dallas Symphony Orchestra 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Lev 
Davidovich
Sent: Thursday, September 17, 2009 4:27 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine

 

Hi Michiel I have tried what you suggested but I am getting errors starting up 
Apache when I replace the files in the otrs/otrs directory with the 2.2.5 files 
of the same directory. As I explained in my most recent email I am unable to 
restart Apache 2.2 whenever I replace any of these directories:

Kernel\System 

Kernel\Modules 

Kernel\ cpan-lib

I thought it might be easier with if I downloaded 2.3 (the earliest windows 
installer) rather than the latest version but the same problem cropped up.

Is there any way of finding out which files I need to change within these 
directories in order to be able to restart Apache after replacing the otrs\otrs 
contents?

A more general question I have is - would it be easier to install on a Unix 
machine (or a Windows machine running VMWare)? And would the same apply to a 
Mac OS machine (which is a platform with IT support in our workplace)?

Thanks

 

  _  

From: Michiel Beijen 
To: User questions and discussions about OTRS. 
Sent: Wednesday, 9 September, 2009 11:12:31
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine

Lev,

Yes, there are no longer windows INSTALLERS of 2.2 otrs available,
because of issues with one of the bundled components.
On the download servers you can download every source version back to 0.5 beta!
[http://ftp.otrs.org/pub/otrs/ <http://ftp.otrs..org/pub/otrs/> ]

What you could do is download the latest version of the Windows
installer of OTRS, drop the mysql database, and load your backup
database from live, clean the /otrs/otrs directory and unzip the 2.2
version you would like to use there.
Copy Config.pm from the server to your Windows box
but make sure you add the following line to it:

$Self->{'SendmailModule'} = 'Kernel::System::Email::DoNotSendEmail';

this because your copy system will not be sending escalations out for
tickets that are l

Re: [otrs] Install OTRS 2.2.5 on Windows XP machine

[Nathan Campbell]

I’m kind of coming into the conversation a bit late in the game, but if you are 
running on XP, is there any particular reason to be married to Apache? You 
could try IIS and see how that works.

If you need some documentation to setup OTRS on Windows (I am run two instances 
of OTRS on W2K3 / MSSQL 2005 / IIS6) let me know.

 

Nathan Campbell 
Dallas Symphony Orchestra 



From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Lev 
Davidovich
Sent: Thursday, September 17, 2009 4:27 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine

 

Hi Michiel I have tried what you suggested but I am getting errors starting up 
Apache when I replace the files in the otrs/otrs directory with the 2.2.5 files 
of the same directory. As I explained in my most recent email I am unable to 
restart Apache 2.2 whenever I replace any of these directories:

Kernel\System 

Kernel\Modules 

Kernel\ cpan-lib

I thought it might be easier with if I downloaded 2.3 (the earliest windows 
installer) rather than the latest version but the same problem cropped up.

Is there any way of finding out which files I need to change within these 
directories in order to be able to restart Apache after replacing the otrs\otrs 
contents?

A more general question I have is - would it be easier to install on a Unix 
machine (or a Windows machine running VMWare)? And would the same apply to a 
Mac OS machine (which is a platform with IT support in our workplace)?

Thanks

 

  _  

From: Michiel Beijen 
To: User questions and discussions about OTRS. 
Sent: Wednesday, 9 September, 2009 11:12:31
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine

Lev,

Yes, there are no longer windows INSTALLERS of 2.2 otrs available,
because of issues with one of the bundled components.
On the download servers you can download every source version back to 0.5 beta!
[http://ftp.otrs.org/pub/otrs/ <http://ftp.otrs..org/pub/otrs/> ]

What you could do is download the latest version of the Windows
installer of OTRS, drop the mysql database, and load your backup
database from live, clean the /otrs/otrs directory and unzip the 2.2
version you would like to use there.
Copy Config.pm from the server to your Windows box
but make sure you add the following line to it:

$Self->{'SendmailModule'} = 'Kernel::System::Email::DoNotSendEmail';

this because your copy system will not be sending escalations out for
tickets that are long closed on live ;-)
(available since otrs 2.2.6)

and you should probably also look into how OTRS fetches mails from the
server on your live system. If you use pop or imap as defined in the
Admin web user interface, you might want to edit crontab to NOT run
PostMasterMailbox.pl

Regards,

MIchiel

On Wed, Sep 9, 2009 at 11:59 AM, Lev Davidovich wrote:
> Thanks Michael. I am inclined to go down the VMWare route that both you and
> Rory and others suggest but I am not having much luck convincing the
> decision makers here!
>
> The consensus seems to be that it is OK as a long term project but that in
> the short term what we need is a quick database dump followed by import into
> a copy of OTRS running on Windows.
>
> Just to be clear about what you are saying -
>
> are you saying it is no longer possible to download  versions of OTRS
> earlier than 2.3 x and install them on Windows? Or is it only AUTOMATIC
> installers that it is no longer possible to download?
>
> Where can I find an automatic installer for version 2.3 x?
>
> I could still download version 2.2.5 from ftp://ftp.otrs.org/pub/otrs/ and 
> <ftp://ftp.otrs.org/pub/otrs/%C2%A0and> 
> install it manually (using the instructions that Afshar Mohebbi has posted )
> - is that correct?
>
> Thank you
> 
> From: Michiel Beijen 
> To: User questions and discussions about OTRS. 
> Sent: Wednesday, 9 September, 2009 10:36:46
> Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
>
> Hi Lev,
>
> Due to licensing issues there are no longer old Windows installers
> earlier than 2.3..x available for download.
>
> Afshar Mohebbi has posted instructions for setting up OTRS on Windows;
> http://afsharm.blogspot.com/2009/03/installing-otrs-active-perl-on-windows.html
> (but this is with Microsoft SQL Server, you should just install MySQL
> instead)
>
> I guess it would be good to also have instructions for manual
> installation on Windows...
>
> Depending on your situation you could also install VMWare on your XP
> workstation with linux, just as on your server. Then you would have a
> real test environment; which you can also use to test out upgrades or
> so.
> VMWare Server is available at no charge. VMWare workstation costs a
> little more but has lots of good features.
> Myself, I use VMWare 

Re: [otrs] Changing MySQL to MSSQL

[Nathan Campbell]

Microsoft SQL should be installed on a Microsoft Windows Server. 

Of course, your OTRS installation can run on Linux, but if your database
is running MSSQL then it is installed on a Windows server. That is where
you need to configure the DSN -

 

On the Windows server 

Click Start > Control Panel > Administrative Tools > Data Sources (ODBC)

 

Click the second tab labeled  - System DSN

Proceed through the wizard - it is a fairly easy / self-explanatory
wizard.

 

You definitely should configure the System DSN - if that doesn't work,
there may be some other issues getting a Linux box to communicate with
the Windows / MSSQL server, but my Linux / Windows interaction
experience is limited to Samba, which I don't think would apply in this
case. Remember, Google is your friend! J

 

Good luck (still),

 

Nathan Campbell 
Systems Administrator
Dallas Symphony Orchestra 
Morton H. Meyerson Symphony Center
Schlegel Administrative Suites
2301 Flora Street 
Dallas, Texas 75201 

214-871-4026 - phone 
214-953-1218 - fax 
n.campb...@dalsym.com <mailto:n.campb...@dalsym.com> 
www.dallassymphony.com <http://www.dallassymphony.com> 

 

"To entertain, inspire and change lives through musical excellence" 
Click Here To Buy Tickets <http://dallassymphony.com/Buy_Tickets.aspx> 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Marretta, Rosanna
Sent: Thursday, September 17, 2009 10:34 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Changing MySQL to MSSQL

 

Thank you very much for your email.  I haven't set up the System DSN,
would make sense!  We are using Linux Suse server, do you know how to do
this as I'm very new to linux.

 

Thanks,

Rosanna

 

  _  

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Nathan Campbell
Sent: 17 September 2009 15:48
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Changing MySQL to MSSQL

Did you create a System DSN in the ODBC settings on the server running
the OTRS MSSQL SQL instance? It looks like you would have, but just in
case:

 

(Forgive if this is more information that you need - you probably know
all of this - more for posterity and others in the future.)

 

In Administrative Tools > Data Sources (ODBC) create a SYSTEM DSN -
whatever you name the DSN is the value to enter in your config.pm file:-
it does not have to match the actual database name.

 

For instance, my SQL server is named IMUDD, the database itself is named
otrs, but the value I enter in the config.pm file is SQLOTRS because
that is what I named the System DSN on the SQL Server.

Also, try using the value below for $Self->{DatabaseDSN} instead of
DBI:ODBC:otrs - 

 

$Self->{'DatabaseHost'} = 'IMUDD';

$Self->{'Database'} = 'SQLOTRS';

$Self->{'DatabaseUser'} = 'mssql-user-name';

$Self->{'DatabasePw'} = 'super-secret-password';

$Self->{DatabaseDSN} = "DBI:ODBC:$Self->{Database}";

$Self->{'Database::Type'} = 'mssql';

 

Good luck!

 

Nathan Campbell 
Dallas Symphony Orchestra 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Marretta, Rosanna
Sent: Thursday, September 17, 2009 9:35 AM
To: otrs@otrs.org
Subject: [otrs] Changing MySQL to MSSQL

 

Hi,

 

I am changing MySQL to MSSQL and need some assistance if I may.

 

 

I have created the database and set up a login for OTRS in my MSSQL.  I
have changed the config.pm file as per below:

 

# DatabaseHost

# (The database host.)

$Self->{DatabaseHost} = '[IP or name to your Database]';

# Database

# (The database name.)

$Self->{Database} = 'otrs';

# DatabaseUser

# (The database user.)

$Self->{DatabaseUser} = 'otrs';

# DatabasePw

# (The password of database user. You also can use
bin/CryptPassword.pl

# for crypted passwords.)

$Self->{DatabasePw} = '[password to sql server for user otrs]';

# DatabaseDSN

   

   $Self->{"Database::Type"} = 'mssql'; 



$Self->{DatabaseDSN} = "DBI:ODBC:otrs";



$Self->{DatabaseUserTable} = 'users';

 

Perl-DBD-ODBC has also been installed.

 

I ran CheckDB.pl and I'm getting the following error, can anybody please
help me.  Do I have to change another file?

 

 

DBI connect('otrs','otrs',) failed: [unixODBC][Driver Manager]Data
source name not found, and not default driver specified

 

 

 

Can anybody help?

 

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/

Re: [otrs] Changing MySQL to MSSQL

[Nathan Campbell]

Did you create a System DSN in the ODBC settings on the server running
the OTRS MSSQL SQL instance? It looks like you would have, but just in
case:

 

(Forgive if this is more information that you need - you probably know
all of this - more for posterity and others in the future.)

 

In Administrative Tools > Data Sources (ODBC) create a SYSTEM DSN -
whatever you name the DSN is the value to enter in your config.pm file:-
it does not have to match the actual database name.

 

For instance, my SQL server is named IMUDD, the database itself is named
otrs, but the value I enter in the config.pm file is SQLOTRS because
that is what I named the System DSN on the SQL Server.

Also, try using the value below for $Self->{DatabaseDSN} instead of
DBI:ODBC:otrs - 

 

$Self->{'DatabaseHost'} = 'IMUDD';

$Self->{'Database'} = 'SQLOTRS';

$Self->{'DatabaseUser'} = 'mssql-user-name';

$Self->{'DatabasePw'} = 'super-secret-password';

$Self->{DatabaseDSN} = "DBI:ODBC:$Self->{Database}";

$Self->{'Database::Type'} = 'mssql';

 

Good luck!

 

Nathan Campbell 
Dallas Symphony Orchestra 



From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Marretta, Rosanna
Sent: Thursday, September 17, 2009 9:35 AM
To: otrs@otrs.org
Subject: [otrs] Changing MySQL to MSSQL

 

Hi,

 

I am changing MySQL to MSSQL and need some assistance if I may.

 

 

I have created the database and set up a login for OTRS in my MSSQL.  I
have changed the config.pm file as per below:

 

# DatabaseHost

# (The database host.)

$Self->{DatabaseHost} = '[IP or name to your Database]';

# Database

# (The database name.)

$Self->{Database} = 'otrs';

# DatabaseUser

# (The database user.)

$Self->{DatabaseUser} = 'otrs';

# DatabasePw

# (The password of database user. You also can use
bin/CryptPassword.pl

# for crypted passwords.)

$Self->{DatabasePw} = '[password to sql server for user otrs]';

# DatabaseDSN

   

   $Self->{"Database::Type"} = 'mssql'; 



$Self->{DatabaseDSN} = "DBI:ODBC:otrs";



$Self->{DatabaseUserTable} = 'users';

 

Perl-DBD-ODBC has also been installed.

 

I ran CheckDB.pl and I'm getting the following error, can anybody please
help me.  Do I have to change another file?

 

 

DBI connect('otrs','otrs',) failed: [unixODBC][Driver Manager]Data
source name not found, and not default driver specified

 

 

 

Can anybody help?

 

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/

Re: [otrs] Regarding OTRS support to windows 2003

[Nathan Campbell]

There is a 32-bit version of Enterprise 2003 - your organizations
installations of Enterprise may be standardized to 64 bit though.

 

I am running 2.3.2 on x86 Windows 2003 Enterprise R2 and it works fine -
I would expect the same on an x64 platform. If you go with MSSQL, make
sure it is the x64 version if the operating system is running x64.

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
ravi shanker
Sent: Wednesday, June 17, 2009 10:19 AM
To: otrs@otrs.org
Subject: [otrs] Regarding OTRS support to windows 2003

 

 

Hi,

Would need help on information regarding otrs on windows.does OTRS
support both standard and enterprise edition of win2003 i.e. as win2003
enterprise edition is 64 bit does otrs can be installed.thanks in
advance

Regds

Ravi

 

 

-
OTRS 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] Resolved - RE: CustomerTicketMessage.dtl - Service Error

[Nathan Campbell]

I resolved this in a different manner - 

The dbo.service_customer_user table only had mappings for the first four
service ids.

I mapped the remaining ids in this table to the customer group and now
they appear in the drop down.

 

Nathan Campbell 
Dallas Symphony Orchestra

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Nathan Campbell
Sent: Monday, June 08, 2009 11:58 AM
To: User questions and discussions about OTRS.
Subject: [otrs] CustomerTicketMessage.dtl - Service Error

 

I have added about 10 entries in the Service module. I am having an
issue with the New Ticket Customer front end - the Service drop down is
only displaying the first 4 options.

I have opened the CustomerTicketMessage.dtl file and found this section
of code:

 





 

  



$Text{"Service (optional)"}:

$Data{"ServiceStrg"}





 

  



 

I am unable to find the definition file for $Data{"ServiceStrg"} - I
assume there is another file where this variable is defined and the
 HTML code is defined and that there is some kind of limition
(return top 4 or something) on the data call.

 

--

Environment
--

OTRS 2.3.2
Windows 2003 

IIS6 

SQL2005

 

Nathan Campbell
Dallas Symphony Orchestra

-
OTRS 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] CustomerTicketMessage.dtl - Service Error

[Nathan Campbell]

I have added about 10 entries in the Service module. I am having an
issue with the New Ticket Customer front end - the Service drop down is
only displaying the first 4 options.

I have opened the CustomerTicketMessage.dtl file and found this section
of code:

 





 

  



$Text{"Service (optional)"}:

$Data{"ServiceStrg"}





 

  



 

I am unable to find the definition file for $Data{"ServiceStrg"} - I
assume there is another file where this variable is defined and the
 HTML code is defined and that there is some kind of limition
(return top 4 or something) on the data call.

 

--

Environment
--

OTRS 2.3.2
Windows 2003 

IIS6 

SQL2005

 

Nathan Campbell
Dallas Symphony Orchestra

-
OTRS 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] Creating an External Link in Customer Interface

[Nathan Campbell]

I'm trying to add a new icon to the customer interface toolbar that will
link to an external website (http://www.google.com as an example)

 

I am using this admin configuration option page: 

Config Options: Framework -> Frontend::Customer::ModuleRegistration

 

I am able to add a new module with the correct description, icon, and
priority (order on the page) - however, when I enter
http://www.google.com in the LINK textbox, update the config and refresh
the customer page - the icon appears as I expect it to, however, instead
of linking to http://www.google.com the link is constructed as such:

 

http://respighi/otrs/customer.pl?http://www.google.com

 

I have searched Google and the archives but have been unsuccessful.

 

Is anyone able to offer assistance as to how (or if) I can make this
link work? Have tried wrapping it in " " but that didn't work.

 

Thanks!

 

Nathan Campbell 
Dallas Symphony Orchestra 



-
OTRS 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] ActivePerl and Windows

[Nathan Campbell]

I’ve not had any trouble with StrawberryPerl on my Windows OTRS installation. 
Running IIS6 and MSSQL2005 on W2K3

 

Nathan Campbell 
Systems Administrator
Dallas Symphony Orchestra



From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel 
Beijen
Sent: Monday, May 11, 2009 3:48 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] ActivePerl and Windows

 

Jeff,

Yes, OTRS 2.x is 'compatible' with ActivePerl 5.10 as that is 'just' a binary 
distribution of Perl 5.10. 

The only reason (as far as I know) that ActivePerl is no longer part of the 
Windows installer but replaced with StrawberryPerl is because of licensing 
issues. ActivePerl has a restrictive license and you can not include it into 
your product without an agreement with ActiveState, their distributors. You 
can, however, do a manual install with ActivePerl Perl and OTRS without running 
into licensing trouble. (but please note I'm not a lawyer)...

StrawberryPerl is a community built Perl and can be distributed under a less 
restrictive license.

Kind regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl



On Mon, May 11, 2009 at 21:33, Jeff Travers  wrote:

I've opted to do a manual install of OTRS with ActivePerl on Windows.  Are 
2.3.4 and 2.4.x compatible with ActivePerl 5.10.0.1004?

-
OTRS 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 2.3.2 - FAQ Registration Help

[Nathan Campbell]

Was working with the latest FAQ version 1.5.4

 

Not sure what the problem was - I went back and just uninstalled the
module, reinstalled it and it worked a charm. Very odd.

I was installed the FAQ module for the first time on our second instance
of OTRS so I went to the first one to try and see what happens and it
worked flawlessly the first time - that is what led me to try the
uninstall  on the failed system. 

 

Microsoft grants us volume licenses for just about everything they have
so cost isn't an issue - plus, our mission critical CRMS run on MSSQL so
we standardize on that platform to enable seamless integration if we
want to cross-reference apps.

 

Everything is peachy now - 

Thanks!

 

Nathan Campbell 
Systems Administrator

 

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Frans Stekelenburg
Sent: Friday, May 08, 2009 3:42 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] OTRS 2.3.2 - FAQ Registration Help

 

Hi Nathan,

 

I hope there is someone on this list that uses MSSQL 2005 and also the
FAQ module to verify that it ought to work (and maybe need some extra
config)

 

I can only think from a MySQL perspective, but perhaps may give some
ideas ;-) (MySQL not an option for you? ;-))

 

I think I experiences similar issue, bumping my head on the unclear
errors resulting.

Had to do with the max_allowed_packet. The module LOOKED like it was
installed but was not (completely).

 

For MySQL fix is relatively easy, as indicated also in the FAQ install
details:

 

ATTENTION 

Make sure your database accepts packages over 5 MB in size. A MySQL
database for example accepts packages up to 1 MB by default. In this
case, the value for max_allowed_packet must be increased. The
recommended maximum size accepted is 20 MB.

 

I have no idea if there is an equivalent in MSSQL, could not find it.

 

You can find this info as Admin under [Package Manager]. Can you see and
click on 'FAQ' there? (What version is installed?)

>From there you can also try rebuild and reinstall.

 

If this is not the issue:

 

-  Did you try restart IIS? 

-  Is your admin part of new group faq_admin?

o   Put all users, that should be able to add and remove FAQ categories
etc. to the FAQ, to the "faq_admin" group

-  Checked the system and db permissions?

 

 

 

 

gr,

Frans

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Nathan Campbell
Sent: vrijdag 8 mei 2009 17:35
To: otrs@otrs.org
Subject: [otrs] OTRS 2.3.2 - FAQ Registration Help

 

Please forgive the accidently sent posting - here is the entire thing:

 

I am running 2.3.2 on W2K3 / IIS6 / MSSQL 2005.

Have everything running nicely except for the FAQ module. Have installed
it through the PackageManager, but there is no icon or link anywhere
that I can find to navigate to the FAQ or actually start creating FAQ
items.

Also, if I manually go to the hook -
http://respighi/otrs/index.pl?Action=FAQ - I receive this error:

 

Error: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! 

Comment:

Please contact your admin

Bug Report:

Top of Form

 

Bottom of Form

Traceback:

ERROR: OTRS-CGI-01 Perl: 5.8.8 OS: MSWin32 Time: Fri May  8 10:32:04
2009

Message: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm!

Traceback (3824): 
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.34) Line: 689
   Module: C:\OTRS\otrs\bin\cgi-bin\index.pl (v1.87) Line: 47

 

 

Have looked through mailing list archives and documentation but
unsuccessful so far in find documentation to resolve this error.

 

Thank you,

 

Nathan Campbell 
Systems Administrator
Dallas Symphony Orchestra 

-
OTRS 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] OTRS 2.3.2 - FAQ Registration Help

[Nathan Campbell]

Please forgive the accidently sent posting - here is the entire thing:

 

I am running 2.3.2 on W2K3 / IIS6 / MSSQL 2005.

Have everything running nicely except for the FAQ module. Have installed
it through the PackageManager, but there is no icon or link anywhere
that I can find to navigate to the FAQ or actually start creating FAQ
items.

Also, if I manually go to the hook -
http://respighi/otrs/index.pl?Action=FAQ - I receive this error:

 

Error: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! 

Comment:

Please contact your admin

Bug Report:

Top of Form

Bottom of Form

Traceback:

ERROR: OTRS-CGI-01 Perl: 5.8.8 OS: MSWin32 Time: Fri May  8 10:32:04
2009

Message: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm!

Traceback (3824): 
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.34) Line: 689
   Module: C:\OTRS\otrs\bin\cgi-bin\index.pl (v1.87) Line: 47

 

 

Have looked through mailing list archives and documentation but
unsuccessful so far in find documentation to resolve this error.

 

Thank you,

 

Nathan Campbell 
Systems Administrator
Dallas Symphony Orchestra 



-
OTRS 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] OTRS 2.3.2 - FAQ Registration Help

[Nathan Campbell]

Hi - 

I am running 2.3.2 on W2K3 / IIS6 / MSSQL 2005.

Have everything running nicely except for the FAQ module. Have installed
it through the PackageManager, but there is no icon or link anywhere
that I can find to navigate to the FAQ or actually start creating FAQ
items.

Also, if I manually go to the hook - http://server/otrs/index.pl

 

 

Nathan Campbell 
Systems Administrator
Dallas Symphony Orchestra 
Morton H. Meyerson Symphony Center
Schlegel Administrative Suites
2301 Flora Street 
Dallas, Texas 75201 

214-871-4026 - phone 
214-953-1218 - fax 
n.campb...@dalsym.com <mailto:n.campb...@dalsym.com> 
www.dallassymphony.com <http://www.dallassymphony.com>  

 

"To entertain, inspire and change lives through musical excellence" 
Click Here To Buy Tickets <http://dallassymphony.com/Buy_Tickets.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/

Re: [otrs] Delete ticket

[Nathan Campbell]

Deleting Emails from Queue:

Go to the Admin area in the HTML client
Click the GenericAgent link

In the Add text box, type a name for the automatic job - in this case QueueName 
- AutoDelete for example
Set the schedule, select the queue(s) and the new ticket state (in this case - 
REMOVE)

You will be all set.

PGP in Windows has been fixed as of the newest version out on August 4 (in two 
weeks) - the beta should be working. 
You shouldn't need to modify any .PM files - what makes you think you need to 
do that? Check the C:\OTRS\otrs\var\log\otrs.log file - you should see the 
error message. You can also configure GNUPG to log errors - I would highly 
recommend that since OTRS will not always log a PGP error that GNUPG will.

(We run OTRS on Windows 2003, IIS6, MSSQL 2005 in production)

Good luck!


Nathan Campbell
Systems Administrator
Dallas Symphony Orchestra
Schlegel Administrative Suites
2301 Flora Street
Dallas, Texas 75201

214-871-4026
214-953-1218
[EMAIL PROTECTED]
www.dallassymphony.com

To entertain, inspire and change lives through musical excellence
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of olivier poncelet
Sent: Tuesday, July 22, 2008 8:45 AM
To: otrs@otrs.org
Subject: [otrs] Delete ticket

Hello,

I need to install and administrate OTRS system. I have already install
2.3.0 Beta4 on windows system to test the system (the final installation
will work on Linux platform).

So, I have some question about Otrs :

- Is it possible to delete all tickets of a queue (for example Junk
queue) [I see that is possible to remove all tickets of the database, is
too much] ?
- When I install FAQ (FAQ-1.4.2.opm) package nothing appear in the menu,
I follow all step of 
"http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=250"; ?
- I have not Online Repository source, What I need to configure to have it ?

- I have some problème on PGP configuration in OTRS on windows, I need
to modify perl script as follow :

in otrs\Kernel\System\Crypt\PGP.pm in _DecryptPart :
  ...
my ($FHDecrypt, $FilenameDecrypt) = $Self->{FileTempObject}->TempFile();
my ($FHOutput, $FilenameOutput) = $Self->{FileTempObject}->TempFile();
close $FHDecrypt;
close $FHOutput;

my $cmd="bash -c \"echo
".quotemeta($Param{Password})."|$Self->{GPGBin}--passphrase-fd 0
--always-trust --yes -d -o '$FilenameDecrypt' '$Param{Filename}' 2>&1\"
> $FilenameOutput";
   
if (not system($cmd)) {
 $Self->{LogObject}->Log(Priority => 'notice', Message => "Can't run
gpg decrypt command");
}

open (LOG,"< $FilenameOutput");
while () {
   $LogMessage .= $_;
}
   
With this modification, I only manage to decrypt message.

thanks a lot for your help,
Best regard,
Olivier


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

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

Re: [otrs] Mssql issues

[Nathan Campbell]

2.3 is still in beta isn't it? Have you posted the error to bugzilla?
 
I'm also assuming that you have run the appropriate mssql scripts to
configure the database?
 
Nathan Campbell 
Systems Administrator
Dallas Symphony Orchestra 


From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Chad Pritchett
Sent: Thursday, July 17, 2008 1:41 PM
To: otrs@otrs.org
Subject: [otrs] Mssql issues
 
I still haven't been able to resolve my issue with mssql.  I've got an
install of 2.3 running and I've run the scripts to setup the database on
our sql 2005 server.  Otrs connects, but I'm getting this when I try to
go to the login page:

Software error: Can't call method "fetchrow_array" on an undefined
value at /opt/otrs/bin/cgi-bin/../../
Kernel/System/DB.pm line 624.

There was no error on the scripts and everything works fine when you
point it back to mysql, so it has to be something in the database.  Is
there something that needs to be changed?
Thanks,
Chad
___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support or consulting for your OTRS system?
=> http://www.otrs.com/

[otrs] /vat/tmp files locked so can't be opened by PGP

[Nathan Campbell]

I am trying to get GNUPG to work with OTRS and have come to the point
where I think I know what the trouble is but can't figure / find out how
to resolve it.
 
GNUPG is throwing the following error:
gpg: can't open `C:\OTRS\otrs\var\tmp\INi9MwjaTV.tmp'
 
Any ideas on how to resolve this issue?
 
Thanks!
 
Nathan Campbell 
Systems Administrator
Dallas Symphony Orchestra 


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

Re: [otrs] PostMasterPOP3.pl problems

[Nathan Campbell]

Yeah, I have had that happen to me before - generally it is due to a
spam or other HTML type encoded email in the mailbox that the OTRS
system is unable to process. Delete the process id row from the database
(off the top of my head I think the table is dbo.process_id, then delete
the message from the mailbox, restart OTRS and it should start working.

Good luck


Nathan Campbell
Dallas Symphony Orchestra

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Khusro Jaleel
Sent: Wednesday, July 16, 2008 4:46 AM
To: otrs@otrs.org
Subject: [otrs] PostMasterPOP3.pl problems

Hello,

I'm having a problem when using PostMasterPOP3.pl. Basically, when it
pops a certain mailbox from a POP server, it *looks* like it crashes.
It starts popping from other boxes just fine, but when it gets to this
one, it always says: "Message (1/56)", etc and then it stops.

Could it be that a particular message in that inbox is causing it to
crash? I know it's crashing because it leaves it's process_id in the
DB, so the next time, OTRS does not pop anything, and complains that
'it is already running'.

I have used '-f 1 -d' and here is the bottom of the output I got (I
have removed some repetitive lines):





Message 1/66 ([EMAIL PROTECTED] server IP address)
Debug: Config.pm ->Get('PostmasterUserID') --> 1
Debug: Config.pm ->Get('PostmasterX-Header') --> ARRAY(0xaadd30)
Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1
Debug: Config.pm ->Get('DatabaseUserTable') --> system_user
Debug: Config.pm ->Get('DatabaseUserTableUserID') --> id
Debug: Config.pm ->Get('DatabaseUserTableUserPW') --> pw
Debug: Config.pm ->Get('DatabaseUserTableUser') --> login
Use of uninitialized value in concatenation (.) or string at
/opt/otrs/Kernel/Config/Defaults.pm line 1605,  line 4.
Debug: Config.pm ->Get('User::PreferencesModule') -->
Error: Config.pm No value for 'User::PreferencesModule' in Config.pm
found!
Debug: Config.pm ->Get('PreferencesTable') --> user_preferences
Debug: Config.pm ->Get('PreferencesTableKey') --> preferences_key
Debug: Config.pm ->Get('PreferencesTableValue') --> preferences_value
Debug: Config.pm ->Get('PreferencesTableUserID') --> user_id
Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0xa91350)
Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0xa91350)
Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0xa91350)
Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0xa91350)
Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0xa91350)
Debug: Config.pm ->Get('CustomerUser') --> HASH(0xa9226c)
Debug: Config.pm ->Get('CustomerUser') --> HASH(0xa9226c)
Debug: Config.pm ->Get('CustomerUser10') -->
Error: Config.pm No value for 'CustomerUser10' in Config.pm found!
Debug: Config.pm ->Get('SendmailModule') -->
Kernel::System::Email::Sendmail
Debug: Config.pm ->Get('SendmailModule::CMD') --> /usr/sbin/sendmail -i
-f
Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1
Debug: Config.pm ->Get('FQDN') --> 
Debug: Config.pm ->Get('Organization') -->
Error: Config.pm No value for 'Organization' in Config.pm found!
Debug: Config.pm ->Get('SendmailBcc') -->
Error: Config.pm No value for 'SendmailBcc' in Config.pm found!
Debug: Config.pm ->Get('LoopProtectionModule') -->
Kernel::System::PostMaster::LoopProtection::DB
Debug: Config.pm ->Get('PostmasterMaxEmails') --> 40
Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0xaa5718)
Debug: Config.pm ->Get('Ticket::UnlockStateType') --> ARRAY(0xaa5658)
Debug: Config.pm ->Get('Ticket::ViewableLocks') --> ARRAY(0xaa570c)
Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1
Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0xaa5718)
Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0xaa5718)
Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1
Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1
Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0xaa5718)
Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0xaa5718)
Debug: Config.pm ->Get('DefaultChars

[otrs] OTRS / Windows / PGP

[Nathan Campbell]

Installation:
-
OTRS 2.2.6
Windows 2K3
MSSQL 2005
IIS 6.0
GNUPG 1.4.9
-
 
I have had OTRS running in this environment successfully for 6 months
(moved from a W2K3 / Apache / MySQL installation that ran for over a
year).
Now I would like to do PG though the OTRS interface as opposed to
Thunderbird so we can have everything all in one environment.
 
* Suffice to say, I have followed all of the documentation
(GNUPG has been working for us as I said via Thunderbird, so the
existing public and private keys are good)
 
*  I have updated the PATH environment variable in Windows to
ensure that the HOMEDIR for GNUPG is set appropriately, the local pub
and sec ring files on the OTRS server have been updated to include the
.asc keys that I need. 
 
* I have entered the path to the bin as c:\gnupg\gpg.exe and
updated the Crypt\PGP.pm file with this value as well.
 
* I have entered the hex key value and password in  the
Admin\System\Crypt interface
 
* I can manually decrypt the message via gpg on the server.
 
Problem Description:
---
When in QueueView, OTRS displays an error on the "Crypt" header stating
"gpg: No private key found to decrypt this message" and  the body
displays the encrypted message "--BEGIN PGP MESSAGE-etc..."
 
There is nothing in the var\otrs.log file indicating a failure with the
PGP modules so I am at an utter loss. 
 
Thank you!
 
Nathan Campbell 
Systems Administrator
Dallas Symphony Orchestra 
Morton H. Meyerson Symphony Center
Schlegel Administrative Suites
2301 Flora Street 
Dallas, Texas 75201 

 

"To entertain, inspire and change lives through musical excellence" 
Click Here To Buy Tickets <http://dallassymphony.com/Buy_Tickets.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
Support or consulting for your OTRS system?
=> http://www.otrs.com/

Re: [otrs] need help please

[Nathan Campbell]

Is that an error that is displayed on the HTML page or the log file? I
wonder what the log file indicate at the time of failure - that will
lead you in the right direction generally.
 
Nathan Campbell 
Systems Administrator
Dallas Symphony Orchestra 


From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Tony Canale
Sent: Monday, May 05, 2008 11:53 AM
To: otrs@otrs.org
Subject: [otrs] need help please
 

all of a sudden without making any changes we
get this message when we try to forward a ticket; invalid
[EMAIL PROTECTED]  (invalid Syntax)
I checked the AdminSystemAddress and it looks right.

what am I missing? 

thanks, 

-Tony
  _  

Windows Live SkyDrive lets you share files with faraway friends. Start
sharing.
<http://www.windowslive.com/skydrive/overview.html?ocid=TXT_TAGLM_WL_Ref
resh_skydrive_052008> 
___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support or consulting for your OTRS system?
=> http://www.otrs.com/

RE: [otrs] Software error after configuring for use with MS SQL

[Nathan Campbell]

Did you copy and paste this or hand type it? I wonder if this is an error: 
notice the // between OTRS and Kernal

 

Nathan Campbell



  _  

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Dan King
Sent: Wednesday, June 27, 2007 4:33 PM
To: User questions and discussions about OTRS.org
Subject: [otrs] Software error after configuring for use with MS SQL

 

Hi,

 

I am attempting to run OTRS on a Windows XP computer using Apache and MS SQL. I 
have setup the database using the MS SQL scripts provided by OTRS, although 
they needed a few minor changes.

 

I then edited the Config.pm file so OTRS will connect to my MS SQL database. I 
then ran CheckDB.pl to confirm that Config.pm was configured properly to 
connect to my database and everything checked out fine.

 

After that I tried going to OTRS to see if it worked. I typed in 
localhost/otrs/index.pl into my web browser and I received the following error.

 


Software error:

Not a CODE reference at C:/OTRS/otrs//Kernel/System/Ticket.pm line 136, 
 line 12.

For help, please send mail to the webmaster ([EMAIL PROTECTED] <mailto:[EMAIL 
PROTECTED]> ), giving this error message and the time and date of the error. 

Any help is much appreciated.

 

Dan King
Software Developer
Canadian Resident Matching Service
613.237.0075  ext. 241
(Toll free) 877.CARMS.42
171 Nepean Street, Suite 300
Ottawa, ON, CANK2P 0B4
www.carms.ca <http://www.carms.ca> 



This e-mail message, including any attachments, is for the sole use of the 
intended recipients and may contain confidential and or privileged information. 
 If you are not the intended recipient or this information has been forwarded 
in error, please contact the sender by reply e-mail and destroy copies of the 
original message.  Ce message (incluant toute pièce jointe) s'adresse 
uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le 
recevoir en son (leur) nom. Il pourrait contenir des renseignements 
confidentiels ou protégés.  Si vous l'avez reçu par erreur, nous vous prions 
d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son 
contenu et de le supprimer de votre système. Merci.

 

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

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

[Nathan Campbell]

I know of TCPView from SysInternals.
I had rebooted the server several times and manually stopped and started the 
OTRS process. No avail.

Thanks,

Nathan Campbell
Systems Administrator
Dallas Symphony Association
[EMAIL PROTECTED]
214-871-4026
http://www.dallassymphony.com

Need IT Support? Submit a help ticket!
http://dsaweb/helpdesk


-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Andy Lubel
Sent: Wednesday, May 30, 2007 1:08 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] PostMaster POP3 Account problem / PID already running

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

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

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

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

-Andy


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

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

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

[Nathan Campbell]

I think I resolved the problems - not sure how or why it happened, bu tin the 
SysConfig - Core:Postmaster section 
(otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysConfigSubGroup=  
Core::PostMaster&SysConfigGroup=Ticket)

I modified the message size settings and reconnect count as suggested by Andy 
and I also changed the PostmasterUserID to 2. It seemed to be worth a shot 
since I was getting a PID already in use error message. At this point my 
messages are dropping into the system and I do not see any errors in the log.

Thanks to everyone for your help!

Nathan Campbell

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Andy Lubel
Sent: Wednesday, May 30, 2007 11:14 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] PostMaster POP3 Account problem

On 5/30/07 11:59 AM, "Nathan Campbell" <[EMAIL PROTECTED]> wrote:

> Not worried about the CRON thing anymore ­ it is working. Still not getting
> messages into the system, but I don¹t believe it is CRON.
> Maybe this is closer to the problem ­ it¹s so rare that I am required to deal
> with OTRS anymore that I forget how to troubleshoot the thing ­
>  
> I checked the log (duh!) and found that 5 days ago something caused
> authentication to fail:
>  
> [Fri May 25 15:29:25 2007][Error][Kernel::System::Email::SMTP::Send][76] SMTP
> authentication failed! Enable debug for more info!
> [Fri May 25 15:50:02 2007][Error][main::FetchMail][166] Auth for user
> [EMAIL PROTECTED] failed!
> Rinse repeat
This doesn't seem like a POP3 auth problem, its that you have SMTP auth
enabled.  Check those settings in sysconfig.
>  
> But, I kind of already had that idea before even looking at the log, so I
> changed the passwords for the POP3 account ­ so I am no longer seeing that
> message and in fact a couple of messages did drop into the system after I made
> that modification:
Hmm ok, but remember SMTP and POP3 auth are different. On your exchange
server do you have SMTP auth on?
>  
> [Wed May 30 09:50:29 2007][Notice][main::FetchMail] Fetched 20 email(s) from
> [EMAIL PROTECTED]
>  
> But like I said there are over 200 messages in that mailbox ­ why only fetch
> 20 of them??
> Here are the most recent log entries ­ I do not understand the PID message but
> believe that to be a problem.
OTRS by default only receives 20 at a time (per scheduled cron).  This can
be changed in sysconfig as well. If you have 100 messages running the script
5 times will pull 100 messages.
>  
>  
> [Wed May 30 10:00:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't
> create PID PostMasterPOP3, because it's already running
> (computername.domain.com/82712)!
> [Wed May 30 10:00:03 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100]
> Module 'Kernel::Config::GenericAgent' not found!
> [Wed May 30 10:10:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't
> create PID PostMasterPOP3, because it's already running
> (computername.domain.com/82712)!
> [Wed May 30 10:20:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't
> create PID PostMasterPOP3, because it's already running
> (computername.domain.com/82712)!
> [Wed May 30 10:20:04 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100]
> Module 'Kernel::Config::GenericAgent' not found!
> [Wed May 30 10:26:17 2007][Notice][Kernel::System::PID::PIDCreate] Can't
> create PID PostMasterPOP3, because it's already running
> (computername.domain.com/82712)!
> [Wed May 30 10:26:30 2007][Notice][Kernel::System::PID::PIDCreate] Can't
> create PID PostMasterPOP3, because it's already running
> (computername.domain.com/82712)!
> [Wed May 30 10:26:36 2007][Notice][Kernel::System::PID::PIDCreate] Can't
> create PID PostMasterPOP3, because it's already running
> (computername.domain.com/82712)!
> [Wed May 30 10:26:44 2007][Notice][Kernel::System::PID::PIDCreate] Can't
> create PID PostMasterPOP3, because it's already running
> (computername.domain.com/82712)!
> [Wed May 30 10:26:51 2007][Notice][Kernel::System::PID::PIDCreate] Can't
> create PID PostMasterPOP3, because it's already running
> (computername.domain.com/82712)!
> [Wed May 30 10:27:32 2007][Notice][Kernel::System::PID::PIDCreate] Can't
> create PID PostMasterPOP3, because it's already running
> (computername.domain.com/82712)!
> [Wed May 30 10:30:02 2007][Notice][Kernel::System::PID::PIDCreate] Can't
> create PID PostMasterPOP3, because it's already running
> (computername.domain.com/82712)!
> [Wed May 30 10:40:02 2007][Notice][Kernel::System::GenericAgent::JobRun] Run
> GenericAgent Job 'Postmaster' from db.
> [Wed May 30 10:40:03 2007][Notice][Kernel::System::PID

RE: [otrs] PostMaster POP3 Account problem

[Nathan Campbell]

Sorry - SMTP - correct.
Does the SMTP Auth account need to be the same as the PostMaster POP account or 
can it be any account that has access to SMTP? It had been the same but I have 
tried a couple of variations today to get it working again. It doesn't seem to 
make a difference because now whenever I manually run PostmasterPop3.pl I do 
not see the authentication error. I do get this message still when manually 
running it:

[Wed May 30 11:18:56 2007][Notice][Kernel::System::PID::PIDCreate]  
Can't create PID PostMasterPOP3, because it's already running   
(computername.domain.com/3104)!
[Wed May 30 11:20:02
2007][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgentJob 
'Postmaster' from db.
[Wed May 30 11:20:05 2007][Notice][Kernel::System::PID::PIDCreate]  
Can't create PID PostMasterPOP3, because it's already running   
(computername.domain.com/3104)!
[Wed May 30 1:20:052007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100]  
Module 'Kernel::Config::GenericAgent' not found!


Thank you for the note regarding 20 messages / cron job. Very helpful - I'll 
look for it myself but what is the actual Sysconfig module if you would be so 
kind?

Thank you very much - 

Nathan Campbell

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Andy Lubel
Sent: Wednesday, May 30, 2007 11:14 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] PostMaster POP3 Account problem

On 5/30/07 11:59 AM, "Nathan Campbell" <[EMAIL PROTECTED]> wrote:

> Not worried about the CRON thing anymore ­ it is working. Still not getting
> messages into the system, but I don¹t believe it is CRON.
> Maybe this is closer to the problem ­ it¹s so rare that I am required to deal
> with OTRS anymore that I forget how to troubleshoot the thing ­
>  
> I checked the log (duh!) and found that 5 days ago something caused
> authentication to fail:
>  
> [Fri May 25 15:29:25 2007][Error][Kernel::System::Email::SMTP::Send][76] SMTP
> authentication failed! Enable debug for more info!
> [Fri May 25 15:50:02 2007][Error][main::FetchMail][166] Auth for user
> [EMAIL PROTECTED] failed!
> Rinse repeat
This doesn't seem like a POP3 auth problem, its that you have SMTP auth
enabled.  Check those settings in sysconfig.
>  
> But, I kind of already had that idea before even looking at the log, so I
> changed the passwords for the POP3 account ­ so I am no longer seeing that
> message and in fact a couple of messages did drop into the system after I made
> that modification:
Hmm ok, but remember SMTP and POP3 auth are different. On your exchange
server do you have SMTP auth on?
>  
> [Wed May 30 09:50:29 2007][Notice][main::FetchMail] Fetched 20 email(s) from
> [EMAIL PROTECTED]
>  
> But like I said there are over 200 messages in that mailbox ­ why only fetch
> 20 of them??
> Here are the most recent log entries ­ I do not understand the PID message but
> believe that to be a problem.
OTRS by default only receives 20 at a time (per scheduled cron).  This can
be changed in sysconfig as well. If you have 100 messages running the script
5 times will pull 100 messages.
>  
>  
> [Wed May 30 10:00:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't
> create PID PostMasterPOP3, because it's already running
> (computername.domain.com/82712)!
> [Wed May 30 10:00:03 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100]
> Module 'Kernel::Config::GenericAgent' not found!
> [Wed May 30 10:10:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't
> create PID PostMasterPOP3, because it's already running
> (computername.domain.com/82712)!
> [Wed May 30 10:20:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't
> create PID PostMasterPOP3, because it's already running
> (computername.domain.com/82712)!
> [Wed May 30 10:20:04 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100]
> Module 'Kernel::Config::GenericAgent' not found!
> [Wed May 30 10:26:17 2007][Notice][Kernel::System::PID::PIDCreate] Can't
> create PID PostMasterPOP3, because it's already running
> (computername.domain.com/82712)!
> [Wed May 30 10:26:30 2007][Notice][Kernel::System::PID::PIDCreate] Can't
> create PID PostMasterPOP3, because it's already running
> (computername.domain.com/82712)!
> [Wed May 30 10:26:36 2007][Notice][Kernel::System::PID::PIDCreate] Can't
> create PID PostMasterPOP3, because it's already running
> (computername.domain.com/82712)!
> [Wed May 30 10:26:44 2007][Notice][Kernel::System::PID::PIDCreate] Can't
> create PID PostMasterPOP3, because it's already running
> (computername.domain.com/82712)!
> [Wed May 30 10:26:51 2007][Notice][Kernel::System::PID

RE: [otrs] PostMaster POP3 Account problem

[Nathan Campbell]

Not worried about the CRON thing anymore - it is working. Still not
getting messages into the system, but I don't believe it is CRON. 

Maybe this is closer to the problem - it's so rare that I am required to
deal with OTRS anymore that I forget how to troubleshoot the thing -

 

I checked the log (duh!) and found that 5 days ago something caused
authentication to fail:

 

[Fri May 25 15:29:25 2007][Error][Kernel::System::Email::SMTP::Send][76]
SMTP authentication failed! Enable debug for more info!

[Fri May 25 15:50:02 2007][Error][main::FetchMail][166] Auth for user
[EMAIL PROTECTED] failed! 

Rinse repeat

 

But, I kind of already had that idea before even looking at the log, so
I changed the passwords for the POP3 account - so I am no longer seeing
that message and in fact a couple of messages did drop into the system
after I made that modification:

 

[Wed May 30 09:50:29 2007][Notice][main::FetchMail] Fetched 20 email(s)
from [EMAIL PROTECTED]

 

But like I said there are over 200 messages in that mailbox - why only
fetch 20 of them??

Here are the most recent log entries - I do not understand the PID
message but believe that to be a problem.

 

 

[Wed May 30 10:00:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't
create PID PostMasterPOP3, because it's already running
(computername.domain.com/82712)!

[Wed May 30 10:00:03 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100]
Module 'Kernel::Config::GenericAgent' not found!

[Wed May 30 10:10:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't
create PID PostMasterPOP3, because it's already running
(computername.domain.com/82712)!

[Wed May 30 10:20:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't
create PID PostMasterPOP3, because it's already running
(computername.domain.com/82712)!

[Wed May 30 10:20:04 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100]
Module 'Kernel::Config::GenericAgent' not found!

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

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

[Wed May 30 10:26:36 2007][Notice][Kernel::System::PID::PIDCreate] Can't
create PID PostMasterPOP3, because it's already running
(computername.domain.com/82712)!

[Wed May 30 10:26:44 2007][Notice][Kernel::System::PID::PIDCreate] Can't
create PID PostMasterPOP3, because it's already running
(computername.domain.com/82712)!

[Wed May 30 10:26:51 2007][Notice][Kernel::System::PID::PIDCreate] Can't
create PID PostMasterPOP3, because it's already running
(computername.domain.com/82712)!

[Wed May 30 10:27:32 2007][Notice][Kernel::System::PID::PIDCreate] Can't
create PID PostMasterPOP3, because it's already running
(computername.domain.com/82712)!

[Wed May 30 10:30:02 2007][Notice][Kernel::System::PID::PIDCreate] Can't
create PID PostMasterPOP3, because it's already running
(computername.domain.com/82712)!

[Wed May 30 10:40:02 2007][Notice][Kernel::System::GenericAgent::JobRun]
Run GenericAgent Job 'Postmaster' from db.

[Wed May 30 10:40:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't
create PID PostMasterPOP3, because it's already running
(computername.domain.com/82712)!

 

I'll look around in the documentation as well - thanks!

Nathan Campbell


  _  

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Jonathan Larsen
Sent: Wednesday, May 30, 2007 10:34 AM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] PostMaster POP3 Account problem

 

Are you running otrs on linux, if so you will need to login as the OTRS
user and run /your/otrs/dir/bin/Cron.sh restart

Then do, crontab -l

See if it lists the postmasterpop3.pl cron job.  

You can also manually force the postmasterpop3.pl by running it from the
BIN dir located in otrs folder.

 

 

Jonathan Larsen

Mountain West Heart Center 

IT Dept

[EMAIL PROTECTED]

801.270.4108

  _  

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Nathan Campbell
Sent: Wednesday, May 30, 2007 9:24 AM
To: User questions and discussions about OTRS.org
Subject: [otrs] PostMaster POP3 Account problem

 

I have had OTRS running for 6 months now and no problems.

I received a call from the department using it and was notified that
there are no new emails arriving in the system for the past few days.

 

All messages go to a single POP3 account and imports the messages into
the OTRS system and from there the messages are routed into the queues
based on Subject or To / From filters. 

 

I have verified that the password is correct in Active Directory,
Config.pm, and set through the interface.

 

I now have a backlog of over 200 mes

RE: [otrs] PostMaster POP3 Account problem

[Nathan Campbell]

It's running on Windows 2003.

 

I opened crontab.pm and did not see anything but I found a file named
crontab.txt in the CRONw folder. It references PostMasterPOP3.pl and if
I read it right seems to indicate an interval of 10mn which is what we
used to experience.

 

MAILTO="[EMAIL PROTECTED]"<-- "p.s. - if I made this
parameter my email address would I get an email when the jobs execute?"

 

*/10 * * * *C:/OTRS/Perl/bin/perl.exe
C:/OTRS/otrs/bin/GenericAgent.pl -c db 

*/20 * * * *C:/OTRS/Perl/bin/perl.exe
C:/OTRS/otrs/bin/GenericAgent.pl 

45 */2 * * *C:/OTRS/Perl/bin/perl.exe
C:/OTRS/otrs/bin/PendingJobs.pl 

10 0 * * *  C:/OTRS/Perl/bin/perl.exe C:/OTRS/otrs/bin/otrs.cleanup 

*/10 * * * *C:/OTRS/Perl/bin/perl.exe
C:/OTRS/otrs/bin/PostMasterPOP3.pl 

01 01 * * * C:/OTRS/Perl/bin/perl.exe
C:/OTRS/otrs/bin/RebuildTicketIndex.pl 

 

55 */2 * * *C:/OTRS/Perl/bin/perl.exe
C:/OTRS/otrs/bin/DeleteSessionIDs.pl --expired 

35 * * * *  C:/OTRS/Perl/bin/perl.exe C:/OTRS/otrs/bin/UnlockTickets.pl
--timeout

 

Thanks - I'm not a PERL guy so any help is appreciated.

Nathan Campbell


  _  

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Jonathan Larsen
Sent: Wednesday, May 30, 2007 10:34 AM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] PostMaster POP3 Account problem

 

Are you running otrs on linux, if so you will need to login as the OTRS
user and run /your/otrs/dir/bin/Cron.sh restart

Then do, crontab -l

See if it lists the postmasterpop3.pl cron job.  

You can also manually force the postmasterpop3.pl by running it from the
BIN dir located in otrs folder.

 

 

Jonathan Larsen

Mountain West Heart Center 

IT Dept

[EMAIL PROTECTED]

801.270.4108

  _  

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Nathan Campbell
Sent: Wednesday, May 30, 2007 9:24 AM
To: User questions and discussions about OTRS.org
Subject: [otrs] PostMaster POP3 Account problem

 

I have had OTRS running for 6 months now and no problems.

I received a call from the department using it and was notified that
there are no new emails arriving in the system for the past few days.

 

All messages go to a single POP3 account and imports the messages into
the OTRS system and from there the messages are routed into the queues
based on Subject or To / From filters. 

 

I have verified that the password is correct in Active Directory,
Config.pm, and set through the interface.

 

I now have a backlog of over 200 messages - how can I force the system
to import them? This used to happen automatically (I never even setup a
CRON job) but now they are not being pulled over.

 

Windows 2003 Server

OTRS 2.1.7

MySQL

Exchange 2000

 

Thanks!

Nathan Campbell

 

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

[otrs] PostMaster POP3 Account problem

[Nathan Campbell]

I have had OTRS running for 6 months now and no problems.

I received a call from the department using it and was notified that
there are no new emails arriving in the system for the past few days.

 

All messages go to a single POP3 account and imports the messages into
the OTRS system and from there the messages are routed into the queues
based on Subject or To / From filters. 

 

I have verified that the password is correct in Active Directory,
Config.pm, and set through the interface.

 

I now have a backlog of over 200 messages - how can I force the system
to import them? This used to happen automatically (I never even setup a
CRON job) but now they are not being pulled over.

 

Windows 2003 Server

OTRS 2.1.7

MySQL

Exchange 2000

 

Thanks!

Nathan Campbell



 

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

RE: [otrs] Users / Groups - Permissions - Concept

[Nathan Campbell]

Well there you go - he can do exactly what he wants then.
I never had need for sub-queues so I suppose that's why I missed that in
the docs.

Thanks, 

Nathan Campbell

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Nils Breunese (Lemonbit Internet)
Sent: Tuesday, May 15, 2007 12:17 PM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Users / Groups - Permissions - Concept

Nathan Campbell wrote:

> As far as I know, the system does not allow literal sub-queues, but
you
> can create all of those queues and using the filters and user group /
> queue permissions you can accomplish this easily.

According to the docs sub queues *are* implemented: "You can specify the
name and the group who should use the queue and if you want the new
queue
to be a sub queue of another already existing queue."

http://doc.otrs.org/2.1/en/html/x841.html

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


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

RE: [otrs] Users / Groups - Permissions - Concept

[Nathan Campbell]

As far as I know, the system does not allow literal sub-queues, but you
can create all of those queues and using the filters and user group /
queue permissions you can accomplish this easily. I'm sure lots of sites
are doing similar implementations.

The permissions can be setup so only assigned queues are visible to
particular users.

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
joey
Sent: Tuesday, May 15, 2007 11:37 AM
To: otrs@otrs.org
Subject: [otrs] Users / Groups - Permissions - Concept

Hey there,

this is what we need:

  Raw-Queue
  |
---
||   ||   |
  CustomerA CustomerB CustomerC   Internal  CustomerX
  |   |   |   |   |   |
  X   Y   Z   A   B   C

in words:

raw Queue:
The Queue where the mails come in. This needs to be managed by the
1st-level group. There should be filters configured to automatically
sort out spam etc. The users in the 1st-level group should be the only
one that are allowed to move tickets in the specific queues. They should
be able to move them either in the Main-Queues (CustomerA, CustomerB,
Internal etc) if they don't really know if its "X,Y or Z" (this may be
"Incidident", "Request" or whatever), or if the ticket is clear, sort
them directly into the  "X, Y or Z" sub-queues.

main queues:
These queues (CustomerA,CustomerB,Internal etc) needs to be managed by
other groups which users have deeper knowledge of CustomerA, B etc. The
thing should be done with ticket in these queues is to sort them in the
sub-queues. One shoud not start working on the tickets in these queues.

sub-queus:
This is where the work on a ticket should start by a group of users.

- The 1st-Level-Team should see all Queues.
- The Main-Queue-Teams should only see the specific main-queue and the
  sub-queues of it.
- The Sub-Queue-Teams should only see the specific sub-queue.

Sorry for my Englisch... hopefully it's clear anyway. Any idea of this
could be realized? :)

greetings and thanks in advance,
joey

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

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

RE: [otrs] POP3 locks

[Nathan Campbell]

Verify that the password you have configured for the POP3 account is
accurate. Sounds like it is incorrect and when it tries to use the
incorrect password, after so many attempts, the account is locked out.

 

Nathan Campbell
Systems Administrator
Dallas Symphony Association
[EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> 
214-871-4026
http://www.dallassymphony.com <http://www.dallassymphony.com/> 

  _  

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Beugen, Peter van
Sent: Tuesday, January 02, 2007 3:38 PM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] POP3 locks

 

Do you have a POP3 (?IMAP) server running??

(Dovecot / Cyrus / ... ???)

 

Regards,

Peter van Beugen

 

  _  

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Mike
Hayward
Verzonden: dinsdag 2 januari 2007 21:54
Aan: User questions and discussions about OTRS.org
Onderwerp: [otrs] POP3 locks

 

Every time my OTRS connects to my pop server, the account is locked,
then each time OTRS attempts to connect, or if we try to log in via web
mail, the connection is refused, telling us to check auth details etc.

 

When telnetting into the server, we log on and it says mailbox locked.
It seems the only way we can unlock it is to delete the mail box.

 

Any ideas how we can resolve this one? Quite important.

 

Thanks

Mike Hayward

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

RE: [otrs] skip otrs login

[Nathan Campbell]

http://doc.otrs.org/2.1/en/html/x1456.html#configuration-agent-auth-back
end-htbasic

 

Is this what you are looking for? I have never used it before, perhaps
someone could correct me if wrong.

 

Nathan Campbell


  _  

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Sofia Peixoto
Sent: Thursday, December 07, 2006 6:33 AM
To: otrs@otrs.org
Subject: [otrs] skip otrs login

 

Hi,

what I want to do is integrate your otrs system in my company's website.
It already has a login form to access restricted areas and I wanted to
integrate the otrs customer interface in one of those areas, but I don't
want the customers to have the need to do a second login. Is it possible
to jump directly to the customer area? And is there a way to integrate
the current interface in my website template? What file(s) should I
edit?

I'm still new to otrs and would apreceate any help.
Thanks


--
Sofia

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

RE: [otrs] Problem with LDAP Customer user backend

[Nathan Campbell]

Here is the link to modify the setting, however, if your config file is 
configured properly, then you don't have to use the GUI.

Also, keep in mind that if using the GUI, when you click the LDAP drop-down, 
you need to scroll down and click Update to reflect the change and edit the 
other settings.

 

http://shoenberg/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysConfigSubGroup=Frontend::Customer::Auth&SysConfigGroup=Framework

 

http://shoenberg/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysConfigSubGroup=Frontend::Agent::Auth::LDAP&SysConfigGroup=Framework

 

Nathan Campbell
Systems Administrator
Dallas Symphony Association



  _  

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Richard *
Sent: Thursday, November 30, 2006 1:31 PM
To: User questions and discussions about OTRS.org
Subject: [otrs] Problem with LDAP Customer user backend

 

Hi,
 
I want to use my ldap directory for customer information.
 
I put config informations into Kernel/Config.pm ; I restart otrs service.
 
But when I go into customers section as an admin I can't change "source" to 
ldap backend. Ialway have "database backend".
 
Where can I configure this ?
 
Richard
 

  _  

Soyez parmi les premiers à essayer Windows Live Mail. Windows Live Mail. 
<http://ideas.live.com/programpage.aspx?versionId=5d21c51a-b161-4314-9b0e-4911fb2b2e6d>
 

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

RE: [otrs] POP3: no delete

[Nathan Campbell]

I needed the same thing, so I setup a second email account and that is
what OTRS pulls from. All emails sent to the real address are stored in
the mailbox and copied to the second address. It works perfectly.


Nathan Campbell
Systems Administrator
Dallas Symphony Association
[EMAIL PROTECTED]
214-871-4026
http://www.dallassymphony.com


-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Paul Puschmann
Sent: Wednesday, November 15, 2006 5:14 AM
To: otrs@otrs.org
Subject: Re: [otrs] POP3: no delete

On Wed, Nov 15, 2006 at 10:23:26AM +0100, EXT / CAP GEMINI LEBLANC
Bastien wrote:
> Hi all,
> 
> Can you tell me if it is possible to fetch mails from POP3 to
integrate
> into OTRS but without deleting it from the server?
> 
> In fact I tried to comment the ligne 202 in the PostMasterPOP3.pl
> $PopObject->delete($Messageno);
> But the ticket are duplicated.
> 
> That would be really usefull to test otrs, while keeping our current
> mail system.
> 

You could use fetchmail / getmail in connection with procmail.

Paul
-- 
: Please answer below the quote, use a realname and
: use plain-text (no HTML).
: Thank you.

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

RE: [otrs] problem PGP

[Nathan Campbell]

The second field is looking for the location of the PGP installation on
your server. 

When you install the GNUPG application (you'll need to download and
install it. Just google that term) you can define where the application
is installed. That is all it is asking for. 

On our Windows installation, I installed GNUPG to the root, so I have a
folder named C:\gnupg on my server. 

For my PGP:BIN text box, the value is /gnupg/gpg.exe

It will be different on Linux installs, but basically, you are just
defining the path to the application. 

You can leave the options area alone if you like. Those are just
parameters for the GNUPG application. Check out the man files for more
information regarding them.

Hope that helps!

Nathan Campbell
Systems Administrator
Dallas Symphony Association
[EMAIL PROTECTED]
214-871-4026
http://www.dallassymphony.com


-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
henche muliawan
Sent: Wednesday, November 08, 2006 4:35 AM
To: User questions and discussions about OTRS.org
Subject: [otrs] problem PGP

hello all, i,ve got a problem with PGP, it says "File
not found". and i want to ask u how i can find the
file  
u'll see error information in my attachment, pls..
give ur experience about PGP.

anyway, are there another mailing lists for OTRS? 

thx, ur information will be help me.

- HM -



 


Sponsored Link

Mortgage rates near historic lows: 
$150,000 loan as low as $579/mo. Intro-*Terms 
https://www2.nextag.com/



 


Do you Yahoo!?
Everyone is raving about the all-new Yahoo! Mail.
http://new.mail.yahoo.com

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

[otrs] GnuPGP on Windows OTRS Installations?

[Nathan Campbell]

I have been unable to find anything regarding getting PGP
working on a Windows OTRS installation.

I have downloaded and installed the Windows version of
gnuPgP but am kind of lost from there. The documentation (OTRS) appears to be
Linux specific. 

 

I’ll keep slogging through.

 

Thanks,

 

Nathan Campbell
Systems Administrator
Dallas Symphony Association
[EMAIL PROTECTED]
214-871-4026
http://www.dallassymphony.com

 






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

[otrs] RE: Compose Answer (Email) Question

[Nathan Campbell]

Answered my own question – will post
just in case anyone else encounters this.

 

To display that link, I needed to choose a
default response in Response <> Queue. Once I did that, the link appears.

 



Nathan Campbell
Systems Administrator
Dallas Symphony Association
[EMAIL PROTECTED]
214-871-4026
http://www.dallassymphony.com











From: Nathan Campbell 
Sent: Thursday, October 26, 2006
5:00 PM
To: 'User questions and discussions
about OTRS.org'
Subject: Compose Answer (Email)
Question
Importance: High



 

Windows 2003

OTRS 2.1 – mySQL w/ LDAP (Active Directory)
integration

 

I have set up various queues and can receive and filter
inbound email just fine.

Each queue has an associated system email address with it.
For instance, ticket responses from the Ticket Exchanges queue should be seen
as from [EMAIL PROTECTED]
As far as I can tell, this is setup properly as well.

 

My problem is that only one of my queues shows the Compose Email
Answer option. Every other queue only shows the Phone option. This is true
whether I am logged in as an admin or a user. 

Each queue is configured exactly the same (other than the
system address field), with user being the group setting.

 

I really need to be able to send reply emails from each
queue.

 

Can post more settings as requested. Not sure where to
start.

 

Thanks!

Nathan Campbell
Systems Administrator
Dallas Symphony Association
[EMAIL PROTECTED]
214-871-4026
http://www.dallassymphony.com

 






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

[otrs] Compose Answer (Email) Question

[Nathan Campbell]

Windows 2003

OTRS 2.1 – mySQL w/ LDAP (Active Directory)
integration

 

I have set up various queues and can receive and filter
inbound email just fine.

Each queue has an associated system email address with it.
For instance, ticket responses from the Ticket Exchanges queue should be seen
as from [EMAIL PROTECTED]
As far as I can tell, this is setup properly as well.

 

My problem is that only one of my queues shows the Compose
Email Answer option. Every other queue only shows the Phone option. This is
true whether I am logged in as an admin or a user. 

Each queue is configured exactly the same (other than the system
address field), with user being the group setting.

 

I really need to be able to send reply emails from each
queue.

 

Can post more settings as requested. Not sure where to
start.

 

Thanks!

Nathan Campbell
Systems Administrator
Dallas Symphony Association
[EMAIL PROTECTED]
214-871-4026
http://www.dallassymphony.com

 






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

[otrs] LDAP lookup problem - No group entry found

[Nathan Campbell]

Running the latest OTRS on Win2003:

Please see the error below found in the
otrs\var\logs\otrs.log file whenever I try to log in. 

 

[Tue Oct 17 13:52:04
2006][Notice][Kernel::System::Auth::LDAP::Auth] User: testuser authentication
failed, no LDAP group entry foundGroupDN='CN=pscerms, OU=PSC Users, OU=PSC, DC=sub,
DC=domain, DC=com', Filter='(memberUid=testuser)'! (REMOTE_ADDR: 10.1.4.105).

 

I have no idea why the log would say that no LDAP group is found.
I use ldp in Windows to search the Active Directory tree and do a direct copy
of the DN info found there into the variable sting in the config file.

I am using a domain admin account for the SearchUserDN
settings, so it shouldn’t be a search authentication issue.

 

The group is there in Active Directory and the user is in
the group. 

 

 

Config.pm
-

 

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

$Self->{'AuthModule::LDAP::Host'}
= 'x.x.x.x';

$Self->{'AuthModule::LDAP::BaseDN'}
= 'dc=sub, dc=domain, dc=com';

$Self->{'AuthModule::LDAP::UID'}
= 'sAMAccountName';

    

$Self->{'AuthModule::LDAP::GroupDN'}
= 'CN= pscerms, OU=PSC Users, OU=PSC, DC=corporate,
DC=dalsym, DC=com';

$Self->{'AuthModule::LDAP::AccessAttr'}
= 'memberUid';

$Self->{'AuthModule::LDAP::UserAttr'}
= 'UID';

  

$Self->{'AuthModule::LDAP::SearchUserDN'}
= 'CN=FirstName LastName, OU=IT Users, OU=IT, DC=sub, DC=domain, DC=com';
$Self->{'AuthModule::LDAP::SearchUserPw'} = 'password';

 

Config.pm
-

Thanks!

Nathan Campbell
Systems Administrator
Dallas Symphony Association
[EMAIL PROTECTED]
214-871-4026
http://www.dallassymphony.com

 






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

RE: [otrs] # (take care that Net::LDAP is installed!)

[Nathan Campbell]

Title: Re: [otrs] # (take care that Net::LDAP is installed!)








Thank you, however, I did read the documentation and that was
the point of my question. There is no information on pages 89 - 100 as to where
these .pm files are located. I was able to find them on my own after posting.

Also, I should have noted that my setup is
Win32 and although the manual does indicate on page 14 that “perl with
all needed modules and cron for Windows will be installed” – my question
was how do I verify that it is?

 

Thank you again for the help though!



Nathan Campbell
Systems Administrator
Dallas Symphony Association
[EMAIL PROTECTED]
214-871-4026
http://www.dallassymphony.com











From:
[EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Andy Lubel
Sent: Monday, October 16, 2006
4:17 PM
To: User questions and discussions
about OTRS.org
Subject: Re: [otrs] # (take care
that Net::LDAP is installed!)



 

http://doc.otrs.org/2.1/en/html/x305.html
- for this question.
http://doc.otrs.org/2.1/en/html/x1436.html
– for the LDAP one you had before.


I want to encourage all posters to please read the documentation before
posting!

Thanks in advance,

Andy Lubel


On 10/16/06 5:12 PM, "Nathan Campbell" <[EMAIL PROTECTED]>
wrote:

I have found the LDAP configuration
script and the settings module in the defaults.pm file.
 
The defaults.pm file has a comment:
 
# (take care that Net::LDAP is installed!)
 
How do I verify this?
 
Thanks
Nathan Campbell
Systems Administrator
Dallas Symphony Association
[EMAIL PROTECTED] 

214-871-4026
http://www.dallassymphony.com 










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



-- 






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

[otrs] # (take care that Net::LDAP is installed!)

[Nathan Campbell]

I have found the LDAP configuration script and the settings
module in the defaults.pm file.

 

The defaults.pm file has a comment:

 

# (take care that Net::LDAP is installed!)

 

How do I verify this?

 

Thanks

Nathan Campbell
Systems Administrator
Dallas Symphony Association
[EMAIL PROTECTED]
214-871-4026
http://www.dallassymphony.com

 






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

[otrs] Connecting to LDAP

[Nathan Campbell]

I see in the manual how I need to modify the scripts to
access LDAP (Active Directory in my case) but do not see any info on how to
access these scripts. Also, will they need to be recompiled, etc..

Or, is there a method of doing this through the front-end?

 

Thanks!

 

Nathan Campbell
Systems Administrator
Dallas Symphony Association
[EMAIL PROTECTED]
214-871-4026
http://www.dallassymphony.com

 






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

[otrs] Deleting Old Users from OTRS

[Nathan Campbell]

We are looking at implementing OTRS for our call center /
customer support. Turnover is high because we mainly hire college age kids. I
read in the manual in Chapter 5 – page 41 that “to keep consistency
of the data for OTRS it is not possible to delete a user.”

Has anyone found a workaround for this or is part of a
future release? I am concerned that after a couple of months, I will have more
invalid users than live.

 

Thanks!

Nathan Campbell
Systems Administrator
Dallas Symphony Association
[EMAIL PROTECTED]
214-871-4026
http://www.dallassymphony.com

 






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