[otrs] Email ticket open - acknowledgement email to multiple recipe nets
Hello All, Is there any way of automatically replying to multiple emails when a ticket is opened by one person, a sort of one to many? So one person opens a ticket by email and the acknowledgement should go to not only the person who raised the ticket but everybody else in the group (for information) Regards Paul PS is there a searchable site with all these questions somewhere I could only find the archive – not very friendly. Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances 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
[otrs] Moving the 'logged in as' field
Dear All Is there are way to move the location of the “You are logged in as [USER]’ message in the top right of the screens? Regards Paul S. Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances 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] Upgrade path from 2.4.7 and up...
Or you could setup a completely new system with the latest version of everything (OS, DB, OTRS, etc.) and test it thoroughly in your environment. When you are ready make a concerted effort to close all the open tickets you have, swap to the new one starting at ticket number 1 on a fast system without all the baggage. Find a freebee program to WEBify your old database by dumping into something searched function (have seen some) and 'Bob is your Uncle'... Regards Paul -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Renee B Sent: Wednesday, December 18, 2013 8:39 AM To: otrs@otrs.org Subject: Re: [otrs] Upgrade path from 2.4.7 and up... Hello Charles, you have to go the way 3.0.22 - 3.1.18 - 3.3.3 - Renée On 18.12.2013 04:35, Lambrecht, Charles (Charles) wrote: Hello, I'm running OTRS 2.4.7 and I'm planning an upgrade. Do I need to upgrade throught 2.4.8, 2.4.9, etc. and all the way through every release, security or patch? If not, should I jump to 3.0.1 or could I jump to 3.0.11? Regards, Charles -- Perl / OTRS development: http://perl-services.de OTRS AddOn repository: http://opar.perl-services.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 Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances 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
[otrs] force password policy
How do I enforce a password policy of say: 10 chars - upper/lower case - symbol - change every 60 days - etc. for ALL agents ? I want to lock down my system for internet access. Regards Paul Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances 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] force password policy
So can I force them to change the password at the next login session? Regards Paul From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel Beijen Sent: Monday, December 09, 2013 11:41 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] force password policy Hi Paul, You can configure password policy such as minimum # of characters via the SysConfig AgentPreferences. This however does not allow you to force setting a new password after a given amount of days. There's this package that you can install as an add-on. I haven't used it so can not vouch for it and so far it is only available for OTRS 3.1 and 3.2, not yet for 3.3: http://znuny.com/#!/addons Also, you can 'offload' the problem by using Active Directory or LDAP integration and setting the policy on you AD or LDAP environment. -- Mike On Mon, Dec 9, 2013 at 11:22 AM, Paul Simons paul.sim...@onair.aeromailto:paul.sim...@onair.aero wrote: How do I enforce a password policy of say: 10 chars – upper/lower case – symbol – change every 60 days – etc. for ALL agents ? I want to lock down my system for internet access. Regards Paul Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances 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 Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances 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] Pre-populate email addresses
Hi Mathias For example I want to send out some sort of alert - saying the network is going to be interrupted for a time. I would like to 'Tickets New Email Ticket' then when I choose 'From queue' have queue called 'Network Advisory' for example which contains a text temple (this I can do) but also to automatically fill out the To and CC field with the email addresses of the people who need to know about the alert. Regards Paul -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Mathias Bräunling Sent: Monday, October 21, 2013 10:51 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Pre-populate email addresses Hi Paul, could you give a little more detail about this? Which addresses do you want to prepopulate? --Mathias Am 17.10.13 13:36, schrieb Paul Simons: Hello Is there any way of pre-populating the To: and CC: fields in a response email? Thanks in advance Paul Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances 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 - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances 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
[otrs] Aversion to errors - hostname: Unknown host.
All, I have a problem with error messages - I used to write code so I know they are there for a reason :-) SO even though it all seems to work fine the error message output on installation... Check OTRS user ... otrs added Hostname: Unknown host ...bugs me. Does anyone know why ? Cheers Paul Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances 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
[otrs] Upgrade path from 3.0 to 3.2 - questions
I am running version 3.0.1 (CentOS and PostgreSQL 8.1) and I want to upgrade to the latest version 3.2.9. In fact I am building a completely new system and decommissioning the old hardware. Do I have to follow the upgrade path 3.0 3.1 3.2 or is there an easier way? I only want to keep the ticket history. If I do have to follow the upgrade path has anyone documented how to do it and is willing to share :-) ? Regards ___ Paul Simons Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances 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] Upgrade path from 3.0 to 3.2 - questions
Hi Bogdan So your answer begs the question; Can I just do the upgrade path on the database and skip the ‘app’ bit? ___ Paul Simons Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances 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
[otrs] Backup and Restore pearl script - success? failure?
Has anybody successfully used the 'backup.pl' and 'restore.pl'? If so what preparation did you do before running the scripts? - new PostgreSQL database? - from template 0? - load schema before - create user, role? - etc The documentation is a little light on the preceding steps Regard ___ Paul Simons Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances 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] Backup and Restore pearl script - success? failure?
Hum nice idea for the attachments - I'll look closely at that. Could you expand on your 'permissions' - which permissions - I thought they were restored from the SQL file. Regards ___ Paul Simons -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Steven Carr Sent: Monday, June 10, 2013 5:25 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Backup and Restore pearl script - success? failure? Not used Postgres but with MySQL you need to prep the environment for the database i.e. create the user and database and assign permissions. Then the restore will create all the tables and restore the data. Can't say I've ever liked the idea of an all in one backup/restore script. I have MySQL backups nightly with transaction logs every 6 hours so can roll the database back/forward to when needed and I take snapshot backups of the /opt/otrs filesystem to be able to restore. For ease of management we store the attachments in the database. Steve On 10 June 2013 16:10, Paul Simons paul.sim...@onair.aero wrote: Has anybody successfully used the 'backup.pl' and 'restore.pl'? If so what preparation did you do before running the scripts? - new PostgreSQL database? - from template 0? - load schema before - create user, role? - etc The documentation is a little light on the preceding steps Regard ___ Paul Simons Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances 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 - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances 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
[otrs] Restore - which password is required?
Hello All, Trying to restore an OTRS backup. Using supplied .pl scripts for both procedures. The 'restore' asks for a password, which one do I supply? Regards ___ Paul Simons Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances 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] Restore - which password is required?
Thanks.. and for postgresql? ___ Paul Simons Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances 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] Installation documentation somewhat bias away from PostgreSQL
Hi Michiel Thank you for this advice and the links. Very glad to hear installer is being updated Regards ___ Paul Simons -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel Beijen Sent: Monday, June 03, 2013 10:09 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Installation documentation somewhat bias away from PostgreSQL Hi Paul, You're right that most emphasis is on running OTRS on MySQL - but also most people deploy OTRS on MySQL. This could be just because the emphasis of the documentation of course... Although for upcoming OTRS 3.3 we have improved the web installer so you can also use it for deploying OTRS on PostgreSQL, Oracle or Microsoft SQL Server. I think the best instructions for how to deploy on PostgreSQL are here: https://github.com/OTRS/otrs/blob/rel-3_2/README.database.md If you have trouble with 'otrs' user on startup, this is because the PostgreSQL server typically uses 'ident' authentication by default on a stock install. This means the linux user id is used for database permissions; but apache typically does not run under the 'otrs' user that is running the cron jobs. You can fix it by changing the authentication mode of PostgreSQL (as pointed to in the link above). Alternatively you can also change the user that runs the web server. -- Michiel Beijen Senior Developer OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 I: http://www.otrs.com OTRS 3.2 - More than a Help Desk System – Process and Customer Management – Be an early bird with our special offer - http://j.mp/11TFPSr On Fri, May 31, 2013 at 10:26 AM, Paul Simons paul.sim...@onair.aero wrote: Hello I am trying to install OTRS over PostgreSQL, over CentOS. The documentation (although extremely good) is not a lot of help in my case . The emphasis is squarely on MySQL and the ‘installer.pl’ WEB GUI which ‘only works with MySQL’ :-( All other configurations are consigned to rather brief footnotes. Is there someone who has installed this variant and is willing to post a step-by-step guide? Specifically I am have trouble with ‘otrs’ user access permissions on start up. Regards ___ Paul Simons Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances 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 - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances 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] Installation documentation somewhat bias away from PostgreSQL
Any chance of releasing the 'installer.pl' before the official date? I could test it for you ;-) ___ Paul Simons -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Paul Simons Sent: Monday, June 03, 2013 11:34 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Installation documentation somewhat bias away from PostgreSQL Hi Michiel Thank you for this advice and the links. Very glad to hear installer is being updated Regards ___ Paul Simons -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel Beijen Sent: Monday, June 03, 2013 10:09 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Installation documentation somewhat bias away from PostgreSQL Hi Paul, You're right that most emphasis is on running OTRS on MySQL - but also most people deploy OTRS on MySQL. This could be just because the emphasis of the documentation of course... Although for upcoming OTRS 3.3 we have improved the web installer so you can also use it for deploying OTRS on PostgreSQL, Oracle or Microsoft SQL Server. I think the best instructions for how to deploy on PostgreSQL are here: https://github.com/OTRS/otrs/blob/rel-3_2/README.database.md If you have trouble with 'otrs' user on startup, this is because the PostgreSQL server typically uses 'ident' authentication by default on a stock install. This means the linux user id is used for database permissions; but apache typically does not run under the 'otrs' user that is running the cron jobs. You can fix it by changing the authentication mode of PostgreSQL (as pointed to in the link above). Alternatively you can also change the user that runs the web server. -- Michiel Beijen Senior Developer OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 I: http://www.otrs.com OTRS 3.2 - More than a Help Desk System – Process and Customer Management – Be an early bird with our special offer - http://j.mp/11TFPSr On Fri, May 31, 2013 at 10:26 AM, Paul Simons paul.sim...@onair.aero wrote: Hello I am trying to install OTRS over PostgreSQL, over CentOS. The documentation (although extremely good) is not a lot of help in my case . The emphasis is squarely on MySQL and the ‘installer.pl’ WEB GUI which ‘only works with MySQL’ :-( All other configurations are consigned to rather brief footnotes. Is there someone who has installed this variant and is willing to post a step-by-step guide? Specifically I am have trouble with ‘otrs’ user access permissions on start up. Regards ___ Paul Simons Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances 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 - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances 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 Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances 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
[otrs] Installation documentation somewhat bias away from PostgreSQL
Hello I am trying to install OTRS over PostgreSQL, over CentOS. The documentation (although extremely good) is not a lot of help in my case . The emphasis is squarely on MySQL and the 'installer.pl' WEB GUI which 'only works with MySQL' :-( All other configurations are consigned to rather brief footnotes. Is there someone who has installed this variant and is willing to post a step-by-step guide? Specifically I am have trouble with 'otrs' user access permissions on start up. Regards ___ Paul Simons Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances 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] OTRS version 3.2.7 on CentOS 6.4
As a newbie to this forum, I too am running into problems with CentOS 6.4 / PostgreSQL 8.4 / OTRS 3.2.7 I am unable to find clear and precise instructions on installing this combination and I am left to search and try and combine what I find into some instructions applicable. When I manage to complete my installation I will publish them - promise :-) but for now I am receiving the same error. Any help gratefully received. Regards ___ Paul Simons From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Kaushal Shriyan Sent: 27 May 2013 18:24 To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS version 3.2.7 on CentOS 6.4 On Mon, May 27, 2013 at 9:47 PM, David Boyes dbo...@sinenomine.netmailto:dbo...@sinenomine.net wrote: Checking OTRS Scheduler service Not Running! Error! Maybe your database isn't configured yet? Did you do the setup steps in the documentation for the OTRS Scheduler service? David, yes Regards, Kaushal - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances 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
