Re: [otrs] Dashboard view

[Pete]

There are no errors in apache log. Any idea what .pl file to edit?

~pete



On Thu, Apr 11, 2013 at 2:23 PM, Steven Carr sjc...@gmail.com wrote:

 You may need to edit the equivalent .pm file to expose these variables as
 it sounds like they are not exposed if the values are not being returned.
 Are there errors in your webserver error.log indicating you are trying to
 reference variables that don't exist?


 On 11 April 2013 12:10, Pete nyf...@gmail.com wrote:

 Hi,
 I'm trying to add fields TicketFreeText1 and TicketFreeTime6 to dashboard
 view.
 I have added
 td$QData{TicketFreeText1}/td and
 td$QData{TicketFreeTime6}/td
 to AgentDashboardTicketGeneric.dtl but I get only empty columns to
 dashboard.

 There are values in both Due date and free text1.

 Any one got idea what might be wrong?

 ~pete

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Re: [otrs] Dashboard view

[Pete]

I'm using version 3.2.2 . The thing I'm trying to get to dashboard is due
date. That freetext was just if it would have worked I'd manually typed the
due date for every ticket with that dynamic field.

~pete



On Fri, Apr 12, 2013 at 2:40 PM, Steven Carr sjc...@gmail.com wrote:

 On 3.2 possibly in Kernel/Output/HTML/DashboardTicketGeneric.pm, but since
 you want TicketFreeText it looks like you're using an older version of OTRS
 so not sure exactly where.


 On 12 April 2013 08:22, Pete nyf...@gmail.com wrote:

 There are no errors in apache log. Any idea what .pl file to edit?

 ~pete



 On Thu, Apr 11, 2013 at 2:23 PM, Steven Carr sjc...@gmail.com wrote:

 You may need to edit the equivalent .pm file to expose these variables
 as it sounds like they are not exposed if the values are not being
 returned. Are there errors in your webserver error.log indicating you are
 trying to reference variables that don't exist?


 On 11 April 2013 12:10, Pete nyf...@gmail.com wrote:

 Hi,
 I'm trying to add fields TicketFreeText1 and TicketFreeTime6 to
 dashboard view.
 I have added
 td$QData{TicketFreeText1}/td and
 td$QData{TicketFreeTime6}/td
 to AgentDashboardTicketGeneric.dtl but I get only empty columns to
 dashboard.

 There are values in both Due date and free text1.

 Any one got idea what might be wrong?

 ~pete

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[otrs] Dashboard view

[Pete]

Hi,
I'm trying to add fields TicketFreeText1 and TicketFreeTime6 to dashboard
view.
I have added
td$QData{TicketFreeText1}/td and
td$QData{TicketFreeTime6}/td
to AgentDashboardTicketGeneric.dtl but I get only empty columns to
dashboard.

There are values in both Due date and free text1.

Any one got idea what might be wrong?

~pete
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[otrs] OTRS localisation and language not working completely

[Pete]

I'm a new to this list so Hello everyone.

I've got a problem using Finnish language pack on otrs 3.2.1. I've downloaded
it from 
http://fossies.org/unix/misc/otrs-3.2.1.tar.gz:a/otrs-3.2.1/Kernel/Language/fi.pm
.

The problem is that not everything is translated on the pages but some
of the texts are. I did a quick check from fi.pm where the
translations are and noticed that even if translation is found from
that file, it's not translated on the page.

Could anyone help? Thanx.

~pete
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Re: [otrs] OTRS localisation and language not working completely

[Pete]

Hi,
sorry, for some reason the whole mail seemed not to come to list.
Below is the whole mail:


I'm a new to this list so Hello everyone.

I've got a problem using Finnish language pack on otrs 3.2.1. I've
downloaded it from
http://fossies.org/unix/misc/otrs-3.2.1.tar.gz:a/otrs-3.2.1/Kernel/Language/fi.pm
.

The problem is that not everything is translated on the pages but some
of the texts are. I did a quick check from fi.pm where the
translations are and noticed that even if translation is found from
that file, it's not translated on the page.

Could anyone help? Thanx.

~pete

On Wed, Feb 13, 2013 at 2:58 PM, Shawn Beasley shawn.beas...@otrs.com wrote:
 Hi,

 On Feb 13, 2013, at 1:57 PM, Pete nyf...@gmail.com wrote:

 I've got a problem using Finnish language pack on otrs 3.2.1. I've downloaded

 ?

 What for a problem

 ?

 --

 Shawn Beasley

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Re: [otrs] OTRS localisation and language not working completely

[Pete]

Thanx Michiel.

I took the latest from your pages and started editing it for the parts
that needs to be still translated.
Seems to work lika a charm.

~pete


On Wed, Feb 13, 2013 at 6:52 PM, Michiel Beijen michiel.bei...@otrs.com wrote:
 Hi Pete,

 You should not 'download the language pack', all 30+ translations are
 inlcuded in the Kernel/Language directory of your OTRS system.
 Not all languages are equally complete though. Some are well-maintained,
 some have not been maintained for a little while, some for a little longer.

 you can see the translation status here:
 http://lists.otrs.org/pipermail/i18n/2013-January/000729.html

 Note that a large part of the translation tags are 'sysconfig settings'. For
 instance, in Dutch, the translation is complete for the Customer, Agents,
 and Admins, only the majority of the Sysconfig settings are not translated
 in Dutch. This means, if you use OTRS in Dutch localization, you'll only
 find English words in SysConfig, as the OTRS Administrator. Dutch is marked
 as 70% complete, so apparently at least 30% of all translation tags are
 sysconfig tags.

 Finnish is marked as 44% complete, so it's pretty safe to assume lots of
 words are not translated in the Finnish language.
 If you want to work on the translation files, please always work on the last
 version from source code control
 (http://source.otrs.org/viewvc.cgi/otrs/Kernel/Language/fi.pm) - put it on
 your own system so you can test it - and send us back the file so we will
 integrate it in the next OTRS release.

 On our web site we have a PDF that contains information for how to update
 and contribute translations in OTRS:
 http://www.otrs.com/en/open-source/contribute/
 --
 Mike



 On Wed, Feb 13, 2013 at 2:12 PM, Pete nyf...@gmail.com wrote:

 Hi,
 sorry, for some reason the whole mail seemed not to come to list.
 Below is the whole mail:


 I'm a new to this list so Hello everyone.

 I've got a problem using Finnish language pack on otrs 3.2.1. I've
 downloaded it from

 http://fossies.org/unix/misc/otrs-3.2.1.tar.gz:a/otrs-3.2.1/Kernel/Language/fi.pm
 .

 The problem is that not everything is translated on the pages but some
 of the texts are. I did a quick check from fi.pm where the
 translations are and noticed that even if translation is found from
 that file, it's not translated on the page.

 Could anyone help? Thanx.

 ~pete

 On Wed, Feb 13, 2013 at 2:58 PM, Shawn Beasley shawn.beas...@otrs.com
 wrote:
  Hi,
 
  On Feb 13, 2013, at 1:57 PM, Pete nyf...@gmail.com wrote:
 
  I've got a problem using Finnish language pack on otrs 3.2.1. I've
  downloaded
 
  ?
 
  What for a problem
 
  ?
 
  --
 
  Shawn Beasley
 
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Re: [otrs] Closed tickets in Locked Tickets view

[Pete]

For the moment the Generic Agent is best for me as i can ensure that
only tickets in the Closed State are Unlocked.

But thanks for your hint, gave me some other good ideas to free
tickets from agent that can't solve tickets in due time, i'll also
look into SLA.

Thanks
--
Pete

On Tue, Sep 15, 2009 at 10:22 AM, Obee, Daniel o...@myhammer.de wrote:
 Why not use the queue options as intended?

 The idea behind it is to set the unlock time that suits the queue.

 Example:
 Queue 'fast track'  is set to 1440min (a day)
 Queue 'long term development' is set to 5720 (four days)

 Thus fast projects are immediately worked on by whoever and long term devs 
 rest four days in one hand minimum.

 I recommend to set a standard of 1440 for every new queue and adjust it if 
 needed.

 Greets

 Daniel

 -Ursprüngliche Nachricht-
 Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Pete
 Gesendet: Montag, 14. September 2009 16:48
 An: User questions and discussions about OTRS.
 Betreff: Re: [otrs] Closed tickets in Locked Tickets view

 Thanks for the hint.

 Will use this aproach. Solved ;-)

 --
 Pete

 On Mon, Sep 14, 2009 at 3:35 PM, IT easyap i...@easyap.com wrote:
 We had the same problem and we solved it with a generic agent job that
 unlock all closed tickets.

 -Original Message-
 From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Pete
 Sent: lunes, 14 de septiembre de 2009 13:47
 To: User questions and discussions about OTRS.
 Subject: [otrs] Closed tickets in Locked Tickets view

 Hi,

 being a newbie in OTRS and not being abble to find the answer i want
 to ask why when i select my Locked Tickets View i also see tickets
 that have already been closed ?

 I'm Usind OTRS 2.2.7 on Debian 5

 Thanks
 --
 Pete
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 --
 Pete
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-- 
Pete
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[otrs] Closed tickets in Locked Tickets view

[Pete]

Hi,

being a newbie in OTRS and not being abble to find the answer i want
to ask why when i select my Locked Tickets View i also see tickets
that have already been closed ?

I'm Usind OTRS 2.2.7 on Debian 5

Thanks
-- 
Pete
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Re: [otrs] Closed tickets in Locked Tickets view

[Pete]

As far as Google Translate allowed me to read your reply you're saying
sounds pretty good.

But i would also like to know if it's possible to hide the closed
items in that view.

Thanks

--
Pete

On Mon, Sep 14, 2009 at 12:50 PM, Schaerli, John
john.schae...@genzyme.com wrote:
 Klingt doch ganz gut :)

 -Ursprüngliche Nachricht-
 Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag
 von Pete
 Gesendet: Montag, 14. September 2009 13:47
 An: User questions and discussions about OTRS.
 Betreff: [otrs] Closed tickets in Locked Tickets view

 Hi,

 being a newbie in OTRS and not being abble to find the answer i want
 to ask why when i select my Locked Tickets View i also see tickets
 that have already been closed ?

 I'm Usind OTRS 2.2.7 on Debian 5

 Thanks
 --
 Pete
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-- 
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Re: [otrs] Closed tickets in Locked Tickets view

[Pete]

Thanks for the hint.

Will use this aproach. Solved ;-)

--
Pete

On Mon, Sep 14, 2009 at 3:35 PM, IT easyap i...@easyap.com wrote:
 We had the same problem and we solved it with a generic agent job that
 unlock all closed tickets.

 -Original Message-
 From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Pete
 Sent: lunes, 14 de septiembre de 2009 13:47
 To: User questions and discussions about OTRS.
 Subject: [otrs] Closed tickets in Locked Tickets view

 Hi,

 being a newbie in OTRS and not being abble to find the answer i want
 to ask why when i select my Locked Tickets View i also see tickets
 that have already been closed ?

 I'm Usind OTRS 2.2.7 on Debian 5

 Thanks
 --
 Pete
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-- 
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[otrs] OTRS Notification messages language

[Pete]

Hi,

i'm using OTRS 2.2.7 on Debian 5 and i'm having dificulties in
selecting the right language for the notifications.

The language i'm using is PT (portugal) but OTRS sends all
notifications in English.

For my web interface i have to select Portuguese in my preferences
because although my browser has PT selected as the prefered language
it always defaulted to PT_BR (Brasilian Portuguese).


I went to the notifications options and for pt:: translated the notifications.

Remembering about my problem with the web interface (defaulting to
PT_BR) translated the notifications int the pt_BR:: language without
results.

Finally i had to translate the English) en::notifications.

I would like to keep the English notifications and have OTRS select
the right language for the user or agent.

I can send all translations i have or will make, or corrections, to
update OTRS just don't know where to send.

Any hints on how to configure or solve this ?

Thanks
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[otrs] Apache::Reload Module error

[Pete]

Hi

i'm having trouble with an error that i expect might have occured to others.

I'm running Debian lenny (5.0) up-to-date and installed the OTRS2 package.

I'm having however a problem wich i could not overcome yet although i
think i found some info about it, unfortunately in German.

I've installed libapache2-reload-perl and also libmodule-refresh-perl.
When i check the packages everything seems to be properly installed.

Here it goes: When i select package manager i get the following error
about apache reload.

Can someone give me some pointers on how is this solved ? Thanks.
Pete


[ OTRS ]   16:16:13 - 07/13/2009

Error: Sorry, Apache::Reload or Apache2::Reload is needed as
PerlModule and . [..]
Comment:
Bug Report: 


Message: Sorry, Apache::Reload or Apache2::Reload is needed as PerlModule and .
PerlInitHandler in Apache config file.
See also scripts/apache2-httpd.include.conf!

Traceback (27021):
   Module: Kernel::Output::HTML::Layout::Error (v1.51.2.10) Line: 1146
   Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.51.2.10) Line: 1126
   Module: Kernel::Modules::AdminPackageManager::Run (v1.46.2.3) Line: 66
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670
   Module: 
ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler
(v) Line: 47
   Module: (eval) (v1.81) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.81) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31


Traceback:  ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Mon Jul 13
16:16:13 2009

Message: Sorry, Apache::Reload or Apache2::Reload is needed as PerlModule and .
PerlInitHandler in Apache config file.
See also scripts/apache2-httpd.include.conf!

Traceback (27021):
   Module: Kernel::Output::HTML::Layout::Error (v1.51.2.10) Line: 1146
   Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.51.2.10) Line: 1126
   Module: Kernel::Modules::AdminPackageManager::Run (v1.46.2.3) Line: 66
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670
   Module: 
ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler
(v) Line: 47
   Module: (eval) (v1.81) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.81) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31
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Re: [otrs] Apache::Reload Module error - Solved

[Pete]

Hi,

thanks for your reply.

I checked all the modules and it seemed to be right.

One thing about perl modules in debian, you can and should install
them using aptitude (at least those that are availabe), ex. aptitude
install libpdf-api2-perl, aptitude install libnet-ldap-perl,
everything seems to be ok on that part although i experimented a few
things so not completly sure


The thing that was not working was a single if in otrs2.conf:

IfModule Apache2/Reload.pm
   PerlModule Apache2::Reload
   PerlInitHandler Apache2::Reload
/IfModule

I remove the if and the modules load withou problem and now the
package manager works ok.



Thanks.

--
Pete

On Mon, Jul 13, 2009 at 5:30 PM, Marco Vanninimarco.vann...@gmail.com wrote:
 On my fedora I had to install all the perl modules via CPAN.
 Than you should pay attention to apache conf.d script loading order too (it
 is loaded in alphabetical order).
 To chek, download support assestment package and/or
 $OTRS_HOME/bin/otrs.checkModules
 MV



 On Mon, Jul 13, 2009 at 5:57 PM, Pete peteredh...@gmail.com wrote:

 Hi

 i'm having trouble with an error that i expect might have occured to
 others.

 I'm running Debian lenny (5.0) up-to-date and installed the OTRS2 package.

 I'm having however a problem wich i could not overcome yet although i
 think i found some info about it, unfortunately in German.

 I've installed libapache2-reload-perl and also libmodule-refresh-perl.
 When i check the packages everything seems to be properly installed.

 Here it goes: When i select package manager i get the following error
 about apache reload.

 Can someone give me some pointers on how is this solved ? Thanks.
 Pete


 [ OTRS ]                       16:16:13 -
 07/13/2009

 Error: Sorry, Apache::Reload or Apache2::Reload is needed as
 PerlModule and . [..]
 Comment:
 Bug Report:


 Message: Sorry, Apache::Reload or Apache2::Reload is needed as PerlModule
 and .
                            PerlInitHandler in Apache config file.
 See also scripts/apache2-httpd.include.conf!

 Traceback (27021):
   Module: Kernel::Output::HTML::Layout::Error (v1.51.2.10) Line: 1146
   Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.51.2.10) Line:
 1126
   Module: Kernel::Modules::AdminPackageManager::Run (v1.46.2.3) Line: 66
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670
   Module:
 ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler
 (v) Line: 47
   Module: (eval) (v1.81) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.81) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31

 
 Traceback:      ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Mon Jul 13
 16:16:13 2009

 Message: Sorry, Apache::Reload or Apache2::Reload is needed as PerlModule
 and .
                            PerlInitHandler in Apache config file.
 See also scripts/apache2-httpd.include.conf!

 Traceback (27021):
   Module: Kernel::Output::HTML::Layout::Error (v1.51.2.10) Line: 1146
   Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.51.2.10) Line:
 1126
   Module: Kernel::Modules::AdminPackageManager::Run (v1.46.2.3) Line: 66
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670
   Module:
 ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler
 (v) Line: 47
   Module: (eval) (v1.81) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.81) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31
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Re: [otrs] Email tickets and how to get them together automatic

[Pete]

Thanks.

I'll to implement this and tell if i could make it.

Thanks again.

2008/11/19, Anton Gubar'kov [EMAIL PROTECTED]:
 Hi,
 this is achieved by including [Ticket#200800] ticket numbers into
 subject of emails. I make autoresponses for the queues I use for incoming
 tickets and compose the subject automatically. I put the following clause
 into autoresponse to direct my users:
 quote
 If you have additional information re: your ticket, reply to this email.
 /quote
 When the new message is received it is  attached to the ticket
 automatically.

 Anton.

 2008/11/19 Pete [EMAIL PROTECTED]

 Hi,

 i'm new to OTRS and iv'e setup a test system based on incoming Help Desk
 emails.

 One feature i'd like to find a way to implement would be to group in a
 single ticket all related emails, meaning, one email opens one ticket
 and all replies to that email go to the same ticket.

 I've tried without success to find info on how to do this nad tried to
 figure out how could this be done but i guess i still have a lot to
 read about OTRS.

 Has anyone done this already, can someone help on this one ?

 Thanks
 --
 Pete
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-- 
Enviada a partir do meu dispositivo móvel

Pete
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[otrs] Email tickets and how to get them together automatic

[Pete]

Hi,

i'm new to OTRS and iv'e setup a test system based on incoming Help Desk emails.

One feature i'd like to find a way to implement would be to group in a
single ticket all related emails, meaning, one email opens one ticket
and all replies to that email go to the same ticket.

I've tried without success to find info on how to do this nad tried to
figure out how could this be done but i guess i still have a lot to
read about OTRS.

Has anyone done this already, can someone help on this one ?

Thanks
-- 
Pete
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RE: [otrs] Otrs mobile phone access

[Pete McDonnell]

Title: Converted from Rich Text



Works perfectly on a Blackberry 7250 using the HTML (web) 
browser. Haven't even tried it yet with the "lite" 
theme


- Pete 
McDonnell


  
  
  From: Graham Smith 
  [mailto:[EMAIL PROTECTED] Sent: Friday, May 27, 
  2005 11:26 AMTo: User questions and discussions about 
  OTRS.orgSubject: Re: [otrs] Otrs mobile phone 
  access
  
  A quick look at the spec. for the phone suggests that this 
  does NOT support html. Only short term way to enable access would be to either 
  use a WAP gateway or buy a phone with a HTML enabled browser. 
  
   Original message 
  Subject: Re: [otrs] Otrs mobile phone access
  Author: "Wes Plate" [EMAIL PROTECTED]
  Date: 27th May 2005 7:24:57 AM
  
  I tried to access our OTRS system via my phone last night, 
  didn't work. Myphone displayed a message that it could not display the 
  page.I have a Motorola V600.-- Wes PlateAutomatic 
  Duck, Inc.
  http://www.wesplate.comhttp://www.automaticduck.com___OTRS 
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RE: [otrs] Perl LDAP error

[Pete McDonnell]

Has anyone seen this before at all? As it seems to 
reference the CustomerUser portion of the LDAP configuration - is that the part 
used for customer authentication at the customer login page? As we are not 
using the customer login portion, can I simply comment out that portion of the 
config? 

Any 
info would be greatly appreciated! Thanks! Anxiously awaiting OTRS 
2.0!


- Pete McDonnell



  
  
  From: Pete McDonnell Sent: 
  Thursday, May 19, 2005 6:07 PMTo: User questions and discussions 
  about OTRS.Subject: [otrs] Perl LDAP error
  
  When performing 
  some actions (I can't reproduce this error on demand) I get the following 
  error:
  
  Software error:Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 53.

  For help, please send mail to the webmaster ([no address given]), giving this 
  error message and the time and date of the error. 
  I just transfered 
  the configuration changes listed from my sandbox system (1.3.2) to my 
  production system (1.3.1 - Suse 9.1) by copying and pasting the config 
  below. All LDAP functionality works fine and if you get the error a 
  simple "refresh" or "reload" lets the action complete. Line 53 is marked 
  in the code below...Any advice would be greatly appreciated. 
  Thanks!
  $Self-{'AuthModule'} = 
  'Kernel::System::Auth::LDAP';$Self-{'AuthModule::LDAP::Host'} = 'ad 
  server name removed';$Self-{'AuthModule::LDAP::BaseDN'} = 'base dn 
  removed';$Self-{'AuthModule::LDAP::UID'} = 
  'sAMAccountName';$Self-{'AuthModule::LDAP::SearchUserDN'} = 'username 
  remove';$Self-{'AuthModule::LDAP::SearchUserPw'} = 'password 
  removed';
  
  $Self-{'Customer::AuthModule'} = 
  'Kernel::System::CustomerAuth::LDAP';$Self-{'Customer::AuthModule::LDAP::Host'} 
  = 'ad server removed';$Self-{'Customer::AuthModule::LDAP::BaseDN'} 
  ='base dn removed';$Self-{'Customer::AuthModule::LDAP::UID'} = 
  'sAMAccountName';$Self-{'Customer::AuthModule::LDAP::SearchUserDN'} = 
  'username removed';$Self-{'Customer::AuthModule::LDAP::SearchUserPw'} 
  = 'password removed';
  
  # CustomerUser# (customer user database 
  backend and settings) $Self-{CustomerUser} = 
  { Name = 
  'Datenbank', Module = 
  'Kernel::System::CustomerUser::DB', 
  Params = { Table = 'customer_user' This is line 53 in my 
  Config.pm 
  }, # customer uniq 
  id CustomerKey = 
  'login', CustomerID = 
  'customer_id', CustomerValid 
  = 'valid_id', 
  CustomerUserListFields = ['first_name', 'last_name', 
  'email'],# CustomerUserListFields 
  = ['login', 'first_name', 'last_name', 'customer_id', 
  'email'], 
  CustomerUserSearchFields = ['login', 'last_name', 
  'customer_id'], 
  CustomerUserSearchPrefix = 
  '', CustomerUserSearchSuffix 
  = '*', 
  CustomerUserSearchListLimit = 
  250, 
  CustomerUserPostMasterSearchFields = 
  ['email'], 
  CustomerUserNameFields = ['salutation', 'first_name', 
  'last_name'],# ReadOnly = 
  1, Map = 
  [ # 
  note: Login, Email and CustomerID 
  needed! 
  # var, frontend, storage, shown, required, storage-type, 
  http-link 
  [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var' 
  ], [ 
  'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var' 
  ], [ 
  'UserLastname', 'Lastname', 'last_name', 1, 1, 'var' 
  ], [ 
  'UserLogin', 'Login', 'login', 1, 1, 'var' 
  ], [ 
  'UserPassword', 'Password', 'pw', 0, 1, 'var' 
  ], [ 
  'UserEmail', 'Email', 'email', 0, 1, 'var' 
  ], [ 
  'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var' 
  ], [ 
  'UserComment', 'Comment', 'comments', 1, 0, 'var' 
  ], [ 
  'ValidID', 'Valid', 'valid_id', 0, 1, 'int' 
  ], ], 
  };
  
  # CustomerUser1 # (customer user ldap 
  backend and settings) $Self-{CustomerUser1} = 
  { Module = 
  'Kernel::System::CustomerUser::LDAP', Params = 
  { # ldap 
  host Host = 'ad server 
  removed', # ldap base 
  dn BaseDN = 'base dn 
  removed', # search scope 
  (one|sub) SSCOPE = 
  'sub', # The following is valid but would 
  only be necessary if the # anonymous user 
  does NOT have permission to read from the LDAP 
  tree UserDN = 'username 
  removed', UserPw = 'password 
  removed', AlwaysFilter = 
  '(objectCategory=person)', SourceCharset 
  = 'utf-8', DestCharset = 
  'iso-8859-1', }, # customer uniq 
  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', 'given

[otrs] Perl LDAP error

[Pete McDonnell]

When performing some 
actions (I can't reproduce this error on demand) I get the following 
error:

Software error:Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 53.

For help, please send mail to the webmaster ([no address given]), giving this 
error message and the time and date of the error. 
I just transfered the 
configuration changes listed from my sandbox system (1.3.2) to my production 
system (1.3.1 - Suse 9.1) by copying and pasting the config below. All 
LDAP functionality works fine and if you get the error a simple "refresh" or 
"reload" lets the action complete. Line 53 is marked in the code 
below...Any advice would be greatly appreciated. Thanks!
$Self-{'AuthModule'} = 
'Kernel::System::Auth::LDAP';$Self-{'AuthModule::LDAP::Host'} = 'ad 
server name removed';$Self-{'AuthModule::LDAP::BaseDN'} = 'base dn 
removed';$Self-{'AuthModule::LDAP::UID'} = 
'sAMAccountName';$Self-{'AuthModule::LDAP::SearchUserDN'} = 'username 
remove';$Self-{'AuthModule::LDAP::SearchUserPw'} = 'password 
removed';

$Self-{'Customer::AuthModule'} = 
'Kernel::System::CustomerAuth::LDAP';$Self-{'Customer::AuthModule::LDAP::Host'} 
= 'ad server removed';$Self-{'Customer::AuthModule::LDAP::BaseDN'} 
='base dn removed';$Self-{'Customer::AuthModule::LDAP::UID'} = 
'sAMAccountName';$Self-{'Customer::AuthModule::LDAP::SearchUserDN'} = 
'username removed';$Self-{'Customer::AuthModule::LDAP::SearchUserPw'} = 
'password removed';

# CustomerUser# (customer user database backend 
and settings) $Self-{CustomerUser} = 
{ Name = 
'Datenbank', Module = 
'Kernel::System::CustomerUser::DB', 
Params = { Table = 'customer_user' This is line 53 in my 
Config.pm 
}, # customer uniq 
id CustomerKey = 
'login', CustomerID = 
'customer_id', CustomerValid = 
'valid_id', CustomerUserListFields 
= ['first_name', 'last_name', 
'email'],# CustomerUserListFields = 
['login', 'first_name', 'last_name', 'customer_id', 
'email'], CustomerUserSearchFields 
= ['login', 'last_name', 
'customer_id'], 
CustomerUserSearchPrefix = '', 
CustomerUserSearchSuffix = 
'*', CustomerUserSearchListLimit 
= 250, 
CustomerUserPostMasterSearchFields = 
['email'], CustomerUserNameFields 
= ['salutation', 'first_name', 
'last_name'],# ReadOnly = 
1, Map = 
[ # note: 
Login, Email and CustomerID 
needed! # 
var, frontend, storage, shown, required, storage-type, 
http-link 
[ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var' 
], [ 
'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var' 
], [ 
'UserLastname', 'Lastname', 'last_name', 1, 1, 'var' 
], [ 
'UserLogin', 'Login', 'login', 1, 1, 'var' 
], [ 
'UserPassword', 'Password', 'pw', 0, 1, 'var' 
], [ 
'UserEmail', 'Email', 'email', 0, 1, 'var' 
], [ 
'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var' 
], [ 
'UserComment', 'Comment', 'comments', 1, 0, 'var' 
], [ 
'ValidID', 'Valid', 'valid_id', 0, 1, 'int' 
], ], 
};

# CustomerUser1 # (customer user ldap 
backend and settings) $Self-{CustomerUser1} = 
{ Module = 
'Kernel::System::CustomerUser::LDAP', Params = 
{ # ldap 
host Host = 'ad server 
removed', # ldap base 
dn BaseDN = 'base dn 
removed', # search scope 
(one|sub) SSCOPE = 
'sub', # The following is valid but would only 
be necessary if the # anonymous user does NOT 
have permission to read from the LDAP tree 
UserDN = 'username removed', UserPw = 
'password removed', AlwaysFilter = 
'(objectCategory=person)', SourceCharset = 
'utf-8', DestCharset = 
'iso-8859-1', }, # customer uniq 
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' ], 
], };


- Pete McDonnell Manager, Technical 
Services Hip 
Interactive 
Phone: (416) 873-7153 
"I'd 
give my right arm to be ambidextrous." - Anonymous

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S

RE: [otrs] Ldap authentification - several BaseDN's

[Pete McDonnell]

Have you tried this yet?  You may wish to refer to my previous message
(attached) on a similar topic.  I get results from all Ous if I don't get
too granular - the problem I'm facing is that I also get computer names too
- there's no filter to only select records which are of type user.

- Pete McDonnell
  Manager, Technical Services
  Hip Interactive
 

 -Original Message-
 From: martin hochreiter [mailto:[EMAIL PROTECTED] 
 Sent: Wednesday, May 04, 2005 9:48 AM
 To: User questions and discussions about OTRS.
 Subject: [otrs] Ldap authentification - several BaseDN's
 
 Hi there!
 
 How can I combine several BaseDN's for authentification.
 
 e.g.
 BaseDN1: ou=b,ou=a,o=hbd
 BaseDN2: ou=c,ou=a,o=hbd
 
 (To search through ou=a,o=hbd is not possible, as there are 
 other subtrees that contain the user data - 'duplicated 
 entries found')?
 
 lg
 martin
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---BeginMessage---
Our AD tree is structured something like this:
 
- corp
- Site 1
- Computers
- Users
- Site 2
- Computers
- Users
 
This is great for organization, but I'm not sure how to restrict my searches
when AD/LDAP integration is enabled with such a hierarchy.  Currently when I
search for a user I get mutiple results which include the computer name
(computer name = username in most circumstances).  It appears as thought the
default AD config simply lumps all users into one organizational unit
'Users' where the following is sufficient to restrict the results set to
only contain users:
 
$Self-{'Customer::AuthModule::LDAP::BaseDN'}
='ou=Users,dc=corp,dc=hipinteractive,dc=com';
 
In my case I would need multiple BaseDN entires (if possible) or another
method of filtering the output by 'user' records only.  In 
 
Surely someone must have come across this before... any suggestions?

- Pete McDonnell
  Manager, Technical Services
  Hip Interactive
  Phone: (416) 873-7153
   I'd give my right arm to be ambidextrous. - Anonymous

 
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[otrs] Attempting Active Directory connection - getting computer names i n results as well.

[Pete McDonnell]

Our AD tree is 
structured something like this:

- 
corp
 - 
Site 1
 
- Computers
 
- Users
 - 
Site 2
 
- Computers
 
- Users

This is great for 
organization, but I'm not sure how to restrict my searches when AD/LDAP 
integration is enabled with such a hierarchy. Currently when I search for 
a user I get mutiple results which include the computer name (computer name = 
username in most circumstances). It appears as thought the default AD 
config simply lumps all users into one organizational unit 'Users' where the 
following is sufficient to restrict the results set to only contain 
users:

$Self-{'Customer::AuthModule::LDAP::BaseDN'} 
='ou=Users,dc=corp,dc=hipinteractive,dc=com';

In my case I would 
need multiple BaseDN entires (if possible) or another method of filtering the 
output by 'user' records only. In 

Surely someone must 
have come across this before... any suggestions?
- Pete McDonnell Manager, Technical 
Services Hip 
Interactive 
Phone: (416) 873-7153 
"I'd 
give my right arm to be ambidextrous." - Anonymous

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RE: [otrs] escalation

[Pete McDonnell]

Nags people

- Pete McDonnell
 

 -Original Message-
 From: Frank Cases [mailto:[EMAIL PROTECTED] 
 Sent: Thursday, April 28, 2005 2:12 PM
 To: otrs@otrs.org
 Subject: [otrs] escalation
 
 
 Sorry im confused somehow this morning
 
 what does escalation exactly do ?
 
 
 
 Frank
 Customer Business Customization
 Teliax Inc
 
 
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RE: [otrs] IIS and MS SQL setup

[Pete McDonnell]

If telling your boss about all the licensing costs which 
will be incurred (SQL, Windows etc) doesn't change his mind, you may wish to 
discuss the fact that there is an entire community (and a commercial 
organization!) supporting the product on MySQL and Apache. Come to think 
of it, would one be able to run OTRS with another web server? There isn't 
that much interdependence, is there?


- Pete 
McDonnell

  
  
  From: Parent, Cyrille 
  [mailto:[EMAIL PROTECTED] Sent: Thursday, April 14, 2005 
  6:15 PMTo: otrs@otrs.orgSubject: [otrs] IIS and MS SQL 
  setup
  
  
  Hi,
  Just found out about OTRS 
  yesterday and loaded it on a test box. The boss loves it and wants it in 
  production ASAP to replace our less-than-perfect current 
  solution.
  My problem: he wants it on IIS 
  with MS SQL on the back-end (separate servers).
  Is anyone on the list doing it 
  that way and willing to share his/her knowledge?
  Thanks in 
  advance!
  Cyrille 
  ParentAssistant Director, 
  IT Support ServicesPikes 
  Peak Community 
  College5675 S. Academy 
  BlvdColorado 
  Springs, CO 
  80906Voice: 719 540 
  7433Fax: 719 540 7527
  
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[otrs] Question re: 2.0

[Pete McDonnell]

I'm curious to know 
whether or not version 2.0 might have some flexible options for routing 
escalations? What I'd envision is the following:

- ticket reaches 
queue escalation time
- one or more agents 
within working hours
- ticket escalated 
to agent
- within n hours 
after that, ticket escalated to agent and agen't supervisor
- within n hours 
after that, ticket follows different escalation path (reassignment to another 
agent perhaps with a not going on an exception report?)

I'm anxiously 
awaiting versoin 2.0! It's going to be fantastic, I can sense 
it.
- Pete McDonnell 
"I'd 
give my right arm to be ambidextrous." - Anonymous

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RE: [otrs] Apache Using to much memory for Windows

[Pete McDonnell]

Have you reviewed the apache config file?  There are several settings for
the number of processes to start by default, number of spare servers, etc.

I think this may also be related to the way perl is used.  IIRC a lot of
perl code is loaded in RAM depending on the way OTRS is used as well?  I'm
sure someone can clarify that.

- Pete McDonnell


 -Original Message-
 From: Tony Mart [mailto:[EMAIL PROTECTED] 
 Sent: Monday, April 04, 2005 12:57 PM
 To: 'User questions and discussions about OTRS.'
 Subject: [otrs] Apache Using to much memory for Windows
 
 Hi All,
 
 Heres my server
 
 Windows 2003 Server SP1
 3.0 Ghz P4
 1.5 Gigs Ram
 200 Gb HD
 
 Otrs 1.2.4-01 For Windows
 
 Right now I have 14 users and about 20 queues with about 70 
 tickets, and for some reason apache that came with the 
 windows installer eats up my server memory, right now its 
 using 1.3 gigs itself are there any tweaks to force it to use 
 no more that 384megs of ram Now remember Im a windows guy, 
 and only windows so please be gentle with me all this 
 perl,php,MYSQL and apache stuff is killing me
 
 Let me know if you all need to see some of my httpd.conf
 
 Thanks
 
 Tony Mart
 Systems Admin
 Colony On On-Line
 
 
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RE: [otrs] Last activity in queue view?

[Pete McDonnell]

The developer could change the owner to a particular tier 1 
agent, which sends a message they type into the comments box. Would the 
ticket not be directed back to the original agent to respond to the customer 
anyway?


- Pete McDonnell
 Manager, Technical 
Services
 Hip 
Interactive


  
  
  From: Talley, Brooks [mailto:[EMAIL PROTECTED] 
  Sent: Wednesday, February 16, 2005 1:56 PMTo: User 
  questions and discussions about OTRS.Subject: [otrs] Last activity 
  in queue view?
  
  Hi, 
  everyone. So far, OTRS is working out great for us. Thanks to 
  everyone who has put time and energy into it!
  
  We've run into a 
  minor process issue. We have a tier 1 support group that is responsible 
  for most customer interaction. Periodically a question comes up that 
  they need help from a developer on. So far, so good: tier 1 moves the 
  ticket into the developer queue. However, we don't want developers 
  responding directly to customers (things like tact and grammar aren't always 
  developers' strong suits). So the developer adds a note to the ticket, 
  explaining what the customer should do or be told or whatever, and moves the 
  ticket back to the tier 1 queue.
  
  That's where the 
  difficulty is; in queue view, tier 1 can't tell that the ticket has come back 
  from development with a note attached. So, if a different tier 1 person 
  sees it, they just put it back in the developer queue. Which drives the 
  developer nuts.
  
  Is there a way to 
  add a "Last activity: note from [developer username]" type of line to the 
  queue view? It's clearly visible if you zoom the ticket, but it would 
  make life easier if tier 1 people could act on some tickets without zooming 
  them.
  
  Thanks
  -b
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RE: [otrs] Last activity in queue view?

[Pete McDonnell]

What if you changed the owner back to a "generic" owner 
which had the e-mail address set to a distribution list for all tier 1 
users?

Anyway, just a thought as I have zero Perl 
skillz.


- Pete 
McDonnell

  
  
  From: Talley, Brooks [mailto:[EMAIL PROTECTED] 
  Sent: Wednesday, February 16, 2005 2:23 PMTo: User 
  questions and discussions about OTRS.Subject: RE: [otrs] Last 
  activity in queue view?
  
  Yes, in this case the goal is to not necessarily have it 
  go back to the same agent. The idea is that the response is often 
  generic ("have the user disable _javascript_ and try again"), and it should go 
  back into the main queue so it can be sent back to the user even if the 
  original tier 1 agent is now off-shift.
  
  I'll pass along this idea as a workaround, but I'd really 
  love to find a way to include "last activity" in the overall queue 
  view.
  
  Cheers
  -Brooks
  


From: [EMAIL PROTECTED] 
[mailto:[EMAIL PROTECTED] On Behalf Of Pete 
McDonnellSent: Wednesday, February 16, 2005 11:09 
AMTo: User questions and discussions about 
OTRS.Subject: RE: [otrs] Last activity in queue 
view?

The developer could change the owner to a particular 
tier 1 agent, which sends a message they type into the comments box. 
Would the ticket not be directed back to the original agent to respond to 
the customer anyway?


- Pete 
McDonnell
 Manager, Technical 
Services
 Hip 
Interactive


  
  
  From: Talley, Brooks 
  [mailto:[EMAIL PROTECTED] Sent: Wednesday, February 16, 2005 
  1:56 PMTo: User questions and discussions about 
  OTRS.Subject: [otrs] Last activity in queue 
  view?
  
  Hi, 
  everyone. So far, OTRS is working out great for us. Thanks to 
  everyone who has put time and energy into it!
  
  We've run into 
  a minor process issue. We have a tier 1 support group that is 
  responsible for most customer interaction. Periodically a question 
  comes up that they need help from a developer on. So far, so good: 
  tier 1 moves the ticket into the developer queue. However, we don't 
  want developers responding directly to customers (things like tact and 
  grammar aren't always developers' strong suits). So the developer 
  adds a note to the ticket, explaining what the customer should do or be 
  told or whatever, and moves the ticket back to the tier 1 
  queue.
  
  That's where 
  the difficulty is; in queue view, tier 1 can't tell that the ticket has 
  come back from development with a note attached. So, if a different 
  tier 1 person sees it, they just put it back in the developer queue. 
  Which drives the developer nuts.
  
  Is there a way 
  to add a "Last activity: note from [developer username]" type of line to 
  the queue view? It's clearly visible if you zoom the ticket, but it 
  would make life easier if tier 1 people could act on some tickets without 
  zooming them.
  
  Thanks
  -b
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RE: [otrs] Time Accounting

[Pete McDonnell]

Does anyone know how to fill the time_unit text entry 
field with a default value? I'll be setting the field to be mandatory soon 
and it would be a real pain in the neck if you had to click in the field every 
time (even if closing a ticket just after you replied or the 
like).
I'd just like it to default to zero 
and the agent can change it if it's a billable action (closing a ticket in and 
of itself doesn't really take up enough time to count as a billable 
item)
Any 
help would be great! Thanks! Love OTRS!
- Pete 
McDonnell
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RE: [otrs] Time Accounting

[Pete McDonnell]

Does anyone know how to fill the time_unit text entry field 
with a default value? I'll be setting the field to be mandatory soon and 
it would be a real pain in the neck if you had to click in the field every time 
(even if closing a ticket just after you replied or the 
like).

I'd just like it to default to zero and the agent can 
change it if it's a billable action (closing a ticket in and of itself doesn't 
really take up enough time to count as a billable item)

Any help would be great! Thanks! Love 
OTRS!


- Pete 
McDonnell


  
  
  From: Pete McDonnell Sent: Friday, 
  February 04, 2005 10:53 AMTo: User questions and discussions about 
  OTRS.Subject: RE: [otrs] Time Accounting
  
  Is anyone using time accounting in the real world? 
  Someone must... Are you using minutes or hours as the time 
  unit?
  
  Any reports or queries that anyone can share for 
  reporting using this data?
  
  
  - Pete McDonnell
   Manager, Technical 
  Services
   Hip 
  Interactive
  
  


From: Pete McDonnell Sent: 
Thursday, February 03, 2005 10:51 AMTo: User questions and 
discussions about OTRS.Subject: RE: [otrs] Time 
Accounting

Correction, both systems are not displaying the same 
behaviour. No fraction of a whole time unit is being stored. The 
decimal places are just zeroes.


- Pete 
McDonnell
 Manager, Technical 
Services
 Hip 
Interactive


  
  
  From: Pete McDonnell Sent: 
  Thursday, February 03, 2005 10:44 AMTo: User questions and 
  discussions about OTRS.Subject: RE: [otrs] Time 
  Accounting
  
  So I changed the time_accounting.time_unit field to 
  decimal(4,2) and added the following to 
  Kernel/Config.pm:
  
  $Self-{FrontendNeedAccountedTime} = 
  1;$Self-{TimeUnits} = ' (hours)';
  The time is only getting recorded as an integer still 
  though. IE if I enter 0.25 for the time unit field on a reply 0.00 
  gets stored in the DB. If I enter 1.25 1.00 gets stored in the 
  DB.
  
  What else do I need to change? On my live 1.3.1 
  I only changed the time_accounting.time_unit field to decimal(4,2) and it 
  stores the time properly. I did not modify the Config.pm with the 
  above two lines on the production server.
  
  
  - Pete 
  McDonnell
   Manager, Technical 
  Services
   Hip 
  Interactive
  
  


From: Pete McDonnell Sent: 
Tuesday, February 01, 2005 4:13 PMTo: User questions and 
discussions about OTRS.Subject: [otrs] Time 
Accounting

I dug up the 
following from an old 2003 post on this list. Just wondering if 
it'll still work the same on version 1.3.1 and newer versions? 
Still haven't upgraded the production server to 
1.3.2.

__SNIP__
You can set a 
config option to force time accounting 
("$Self-{FrontendNeedAccountedTime} = 1;") and a option to 
defined the time format name (" $Self-{TimeUnits} = ' (work 
units)';") -= e. g."$Self-{TimeUnits} = ' 
(hours)';".
__SNIP__
    
- 
Pete McDonnell Manager, Technical 
Services Hip 
Interactive Phone: (519) 272-0234 
x228 
"What the 
large print giveth, the small print taketh away. - 
Anonymous

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RE: [otrs] Time Accounting

[Pete McDonnell]

Is anyone using time accounting in the real world? 
Someone must... Are you using minutes or hours as the time 
unit?

Any reports or queries that anyone can share for reporting 
using this data?


- Pete McDonnell
 Manager, Technical 
Services
 Hip 
Interactive


  
  
  From: Pete McDonnell Sent: 
  Thursday, February 03, 2005 10:51 AMTo: User questions and 
  discussions about OTRS.Subject: RE: [otrs] Time 
  Accounting
  
  Correction, both systems are not displaying the same 
  behaviour. No fraction of a whole time unit is being stored. The 
  decimal places are just zeroes.
  
  
  - Pete McDonnell
   Manager, Technical 
  Services
   Hip 
  Interactive
  
  


From: Pete McDonnell Sent: 
Thursday, February 03, 2005 10:44 AMTo: User questions and 
discussions about OTRS.Subject: RE: [otrs] Time 
Accounting

So I changed the time_accounting.time_unit field to 
decimal(4,2) and added the following to 
Kernel/Config.pm:

$Self-{FrontendNeedAccountedTime} = 
1;$Self-{TimeUnits} = ' (hours)';
The time is only getting recorded as an integer still 
though. IE if I enter 0.25 for the time unit field on a reply 0.00 
gets stored in the DB. If I enter 1.25 1.00 gets stored in the 
DB.

What else do I need to change? On my live 1.3.1 I 
only changed the time_accounting.time_unit field to decimal(4,2) and it 
stores the time properly. I did not modify the Config.pm with the 
above two lines on the production server.


- Pete 
McDonnell
 Manager, Technical 
Services
 Hip 
Interactive


  
  
  From: Pete McDonnell Sent: 
  Tuesday, February 01, 2005 4:13 PMTo: User questions and 
  discussions about OTRS.Subject: [otrs] Time 
  Accounting
  
  I dug up the 
  following from an old 2003 post on this list. Just wondering if 
  it'll still work the same on version 1.3.1 and newer versions? Still 
  haven't upgraded the production server to 1.3.2.
  
  __SNIP__
  You can set a config 
  option to force time accounting 
  ("$Self-{FrontendNeedAccountedTime} = 1;") and a option to defined 
  the time format name (" $Self-{TimeUnits} = ' (work units)';") 
  -= e. g."$Self-{TimeUnits} = ' 
  (hours)';".
  __SNIP__
  
  - 
  Pete McDonnell Manager, Technical 
  Services Hip 
  Interactive Phone: (519) 272-0234 
  x228 
  "What the large 
  print giveth, the small print taketh away. - Anonymous
  
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RE: [otrs] Time Accounting

[Pete McDonnell]

Thanks Harald!  As mentioned before, I'd prefer to store the units as hours,
and have changed the time_unit field in the time_accounting table to
fload(4,2) as per the note in the TODO file.  But alas the fractional time
unit entered in the interface winds up getting stored as an integer.  I
think there must be a variable in the code somewhere declared as an integer
which is killing the decimal places before they reach the database.  I'm
having trouble locating it as I'm not a programmer and completely foreign to
perl.

- Pete McDonnell
  Manager, Technical Services
  Hip Interactive
 

 -Original Message-
 From: Harald Paterek [mailto:[EMAIL PROTECTED] 
 Sent: Friday, February 04, 2005 11:00 AM
 To: User questions and discussions about OTRS.
 Subject: Re: [otrs] Time Accounting
 
 I am using this. We are using minutes. But you can use 
 whatever you like. Our time registration package uses 15 
 minutes as the smallest resolution, so you could use that as 
 your work unit. I am using the time accounting to fill in the 
 time registration at the end of the week. I use this query on 
 the database for that.
 
 select
 s.login,date_format(t.create_time,'%v-%x'),date_format(t.creat
 e_time,'%a
 %d %b %y'), ti.customer_user_id, a.a_subject, t.time_unit, 
 ti.tn, a.a_body from system_user s, time_accounting t, 
 article a, ticket ti where t.create_by=s.id and 
 t.article_id=a.id and t.ticket_id=ti.id and 
 date_format(t.create_time,'%v-%x')='02-2005'
 ORDER BY s.login, t.create_time
 
 I have not figured out how to build this query into the stats 
 interface so that I can select the week I want to see the time for.
 
 Kind regards,
 
 Harald Paterek
 
 Pete McDonnell wrote:
 
  Is anyone using time accounting in the real world? Someone 
 must... Are 
  you using minutes or hours as the time unit?
  Any reports or queries that anyone can share for reporting 
 using this 
  data?
  - Pete McDonnell
  Manager, Technical Services
  Hip Interactive
 
  
 --
 --
  *From:* Pete McDonnell
  *Sent:* Thursday, February 03, 2005 10:51 AM
  *To:* User questions and discussions about OTRS.
  *Subject:* RE: [otrs] Time Accounting
 
  Correction, both systems are not displaying the same 
 behaviour. No
  fraction of a whole time unit is being stored. The 
 decimal places
  are just zeroes.
  - Pete McDonnell
  Manager, Technical Services
  Hip Interactive
 
  
 --
 --
  *From:* Pete McDonnell
  *Sent:* Thursday, February 03, 2005 10:44 AM
  *To:* User questions and discussions about OTRS.
  *Subject:* RE: [otrs] Time Accounting
 
  So I changed the time_accounting.time_unit field to
  decimal(4,2) and added the following to Kernel/Config.pm:
  $Self-{FrontendNeedAccountedTime} = 1;
  $Self-{TimeUnits} = ' (hours)';
  The time is only getting recorded as an integer 
 still though.
  IE if I enter 0.25 for the time unit field on a reply 0.00
  gets stored in the DB. If I enter 1.25 1.00 gets 
 stored in the DB.
  What else do I need to change? On my live 1.3.1 I 
 only changed
  the time_accounting.time_unit field to decimal(4,2) and it
  stores the time properly. I did not modify the 
 Config.pm with
  the above two lines on the production server.
  - Pete McDonnell
  Manager, Technical Services
  Hip Interactive
 
  
 --
 --
  *From:* Pete McDonnell
  *Sent:* Tuesday, February 01, 2005 4:13 PM
  *To:* User questions and discussions about OTRS.
  *Subject:* [otrs] Time Accounting
 
  I dug up the following from an old 2003 post on 
 this list.
  Just wondering if it'll still work the same on version
  1.3.1 and newer versions? Still haven't upgraded the
  production server to 1.3.2.
  __SNIP__
  /You can set a config option to force time accounting
  ($Self-{FrontendNeedAccountedTime} = 1;) and a option
  to defined the time
  format name ( $Self-{TimeUnits} = ' (work 
 units)';) -=
  e. g.
  $Self-{TimeUnits} = ' (hours)';./
  __SNIP__
 
  - Pete McDonnell
  Manager, Technical Services
  Hip Interactive
  Phone: (519) 272-0234 x228
  /What the large print giveth, the small print taketh
  away. - Anonymous/
 
 -
 --
 -
 
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RE: [otrs] Time Accounting

[Pete McDonnell]

It seems as though if I comment out the following line (3209) in
/opt/otrs/Kernel/System/Ticket.pm that the full value of the ticket gets
stored.  I'll have to do some testing to see what happens if I enter a value
with too many decimal places etc.

The line commented out is:

#$TimeUnit = int{$TimeUnit};

Might this break something else that I might not be aware of?

- Pete McDonnell
  Manager, Technical Services
  Hip Interactive
 

 -Original Message-
 From: Gerold Gruber [mailto:[EMAIL PROTECTED] 
 Sent: Friday, February 04, 2005 11:11 AM
 To: User questions and discussions about OTRS.
 Subject: Re: [otrs] Time Accounting
 
 In the installation I'm involved in we also use minutes
 (integer) as time units.
 At the end of the month a aggregate my units per ticket into 
 a list and add this as appendix to my invoice, 'cause I get 
 paid for handling tickets in this case.
 
 So I'm also 'raw' on the database:
 select tn, customer_id, sum (time_unit) from time_accounting 
 ta , ticket t where ta.ticket_id = t.id and ta.create_by = 5 
 and (ta.create_time =
 '2005-01-01 00:00:00') and (ta.create_time  '2005-02-01 
 00:00:00') group by tn, customer_id order by tn;
 
 5 is just my user id
 
 Hth
 
 Gerold
 
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RE: [otrs] OTRS 1.3.2 on SuSE 9.2

[Pete McDonnell]

What version of mod_perl are you using, Martin?

- Pete McDonnell
  Manager, Technical Services
  Hip Interactive
 

 -Original Message-
 From: martin hochreiter [mailto:[EMAIL PROTECTED] 
 Sent: Thursday, February 03, 2005 9:20 AM
 To: User questions and discussions about OTRS.
 Subject: Re: [otrs] OTRS 1.3.2 on SuSE 9.2
 
 Yes, I'm using mod_perl. There is a bug when installing via 
 Yast - the module is not written into the 
 /etc/sysconfig/apache2 and so apache2 is actually not really 
 configured with mod_perl.
 That was the only 'problem' I got during OTRS / Apache2 setup
 
 lg
 
 Mod_perl included with 9.2 appears not to have 
 Apache::Registry installed.
 If I start the cpan shell and attempt to install that module 
 from cpan 
 it asks for the apache source tree.  If I point it to the 
 /usr/src/apache path after installing the apache2 source rpm it 
 states that mod_perl 1.99 is only for apache v1.x.
 
 Are you using mod_perl or just cgi-bin mode of running otrs?
 
 - Pete McDonnell
   Manager, Technical Services
   Hip Interactive
  
 
   
 
 -Original Message-
 From: martin hochreiter [mailto:[EMAIL PROTECTED]
 Sent: Thursday, February 03, 2005 2:33 AM
 To: User questions and discussions about OTRS.
 Subject: Re: [otrs] OTRS 1.3.2 on SuSE 9.2
 
 Hi Peter!
 
 I don't know what exactly your configuration looks like, but I'm 
 running the testing enviroment and the production 
 enviroment of OTRS 
 1.3.2 on standard SuSE 9.2.
 
 What problems occure while running on SuSE 9.2?
 
 lg
 Martin
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RE: [otrs] OTRS 1.3.2 on SuSE 9.2

[Pete McDonnell]

Mod_perl included with 9.2 appears not to have Apache::Registry installed.
If I start the cpan shell and attempt to install that module from cpan it
asks for the apache source tree.  If I point it to the /usr/src/apache
path after installing the apache2 source rpm it states that mod_perl 1.99 is
only for apache v1.x.  

Are you using mod_perl or just cgi-bin mode of running otrs?

- Pete McDonnell
  Manager, Technical Services
  Hip Interactive
 

 -Original Message-
 From: martin hochreiter [mailto:[EMAIL PROTECTED] 
 Sent: Thursday, February 03, 2005 2:33 AM
 To: User questions and discussions about OTRS.
 Subject: Re: [otrs] OTRS 1.3.2 on SuSE 9.2
 
 Hi Peter!
 
 I don't know what exactly your configuration looks like, but 
 I'm running the testing enviroment and the production 
 enviroment of OTRS 1.3.2 on standard SuSE 9.2.
 
 What problems occure while running on SuSE 9.2?
 
 lg
 Martin
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RE: [otrs] OTRS 1.3.2 on SuSE 9.2

[Pete McDonnell]

Yast adds the mod_perl module line in /etc/sysconfig/apache2.  I get the
following error:

[Wed Feb 02 13:50:10 2005] [error] Can't locate Apache/Registry.pm in @INC
(@INC
 contains: /srv/www/perl-lib ../../ /opt/otrs/Kernel/cpan-lib /opt/otrs/
/usr/li
b/perl5/5.8.5/i586-linux-thread-multi /usr/lib/perl5/5.8.5
/usr/lib/perl5/site_p
erl/5.8.5/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5
/usr/lib/perl5/
site_perl /usr/lib/perl5/vendor_perl/5.8.5/i586-linux-thread-multi
/usr/lib/perl
5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl . /srv/www/
/srv/www/lib/perl) at
 (eval 85) line 3.\n
[Wed Feb 02 13:50:10 2005] [error] Can't load Perl module Apache::Registry
for s
erver test:0, exiting...

- Pete McDonnell
  Manager, Technical Services
  Hip Interactive
 

 -Original Message-
 From: martin hochreiter [mailto:[EMAIL PROTECTED] 
 Sent: Thursday, February 03, 2005 9:20 AM
 To: User questions and discussions about OTRS.
 Subject: Re: [otrs] OTRS 1.3.2 on SuSE 9.2
 
 Yes, I'm using mod_perl. There is a bug when installing via 
 Yast - the module is not written into the 
 /etc/sysconfig/apache2 and so apache2 is actually not really 
 configured with mod_perl.
 That was the only 'problem' I got during OTRS / Apache2 setup
 
 lg
 
 Mod_perl included with 9.2 appears not to have 
 Apache::Registry installed.
 If I start the cpan shell and attempt to install that module 
 from cpan 
 it asks for the apache source tree.  If I point it to the 
 /usr/src/apache path after installing the apache2 source rpm it 
 states that mod_perl 1.99 is only for apache v1.x.
 
 Are you using mod_perl or just cgi-bin mode of running otrs?
 
 - Pete McDonnell
   Manager, Technical Services
   Hip Interactive
  
 
   
 
 -Original Message-
 From: martin hochreiter [mailto:[EMAIL PROTECTED]
 Sent: Thursday, February 03, 2005 2:33 AM
 To: User questions and discussions about OTRS.
 Subject: Re: [otrs] OTRS 1.3.2 on SuSE 9.2
 
 Hi Peter!
 
 I don't know what exactly your configuration looks like, but I'm 
 running the testing enviroment and the production 
 enviroment of OTRS 
 1.3.2 on standard SuSE 9.2.
 
 What problems occure while running on SuSE 9.2?
 
 lg
 Martin
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RE: [otrs] Time Accounting

[Pete McDonnell]

Correction, both systems are not displaying the same 
behaviour. No fraction of a whole time unit is being stored. The 
decimal places are just zeroes.


- Pete McDonnell
 Manager, Technical 
Services
 Hip 
Interactive


  
  
  From: Pete McDonnell Sent: 
  Thursday, February 03, 2005 10:44 AMTo: User questions and 
  discussions about OTRS.Subject: RE: [otrs] Time 
  Accounting
  
  So I changed the time_accounting.time_unit field to 
  decimal(4,2) and added the following to Kernel/Config.pm:
  
  $Self-{FrontendNeedAccountedTime} = 
  1;$Self-{TimeUnits} = ' (hours)';
  The time is only getting recorded as an integer still 
  though. IE if I enter 0.25 for the time unit field on a reply 0.00 gets 
  stored in the DB. If I enter 1.25 1.00 gets stored in the 
  DB.
  
  What else do I need to change? On my live 1.3.1 I 
  only changed the time_accounting.time_unit field to decimal(4,2) and it stores 
  the time properly. I did not modify the Config.pm with the above two 
  lines on the production server.
  
  
  - Pete McDonnell
   Manager, Technical 
  Services
   Hip 
  Interactive
  
  


From: Pete McDonnell Sent: 
Tuesday, February 01, 2005 4:13 PMTo: User questions and 
discussions about OTRS.Subject: [otrs] Time 
Accounting

I dug up the 
following from an old 2003 post on this list. Just wondering if it'll 
still work the same on version 1.3.1 and newer versions? Still haven't 
upgraded the production server to 1.3.2.

__SNIP__
You can set a config 
option to force time accounting ("$Self-{FrontendNeedAccountedTime} 
= 1;") and a option to defined the time format name (" 
$Self-{TimeUnits} = ' (work units)';") -= e. 
g."$Self-{TimeUnits} = ' (hours)';".
__SNIP__

- Pete 
McDonnell 
Manager, Technical Services Hip 
Interactive Phone: (519) 272-0234 
x228 
"What the large 
print giveth, the small print taketh away. - Anonymous

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[otrs] OTRS 1.3.2 on SuSE 9.2

[Pete McDonnell]

How many people have 
successfully gotten OTRS 1.3.2 running on SuSE 9.2 with the stock 
apache2?

I've tried on two 
different machines. The issues I keep running into 
are:

mod_perl issues 
(missing Apache::Registry or unresolved symbol issues)
mod_perl for apache2 
seems to still be somewhat unstable (?)
no stock SuSE apache 
1.3.x available to revert back to.

It just seems like 
one headache after another. I think my last resort is to completely 
uninstall the SuSE perl, mod_perl, apache2 and related items and download, 
compile and install each one from scratch.

Obviously I'd prefer 
to get some input from other users that I'm sure have come up against similar 
issues.

Is there going to be 
a 1.3.2 RPM for SuSE9.2?

- Pete 
McDonnell
 
"What the large print 
giveth, the small print taketh away. - Anonymous

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RE: [otrs] Eskalation Notification Mails(How 2 prevent during nig hts)

[Pete McDonnell]

It seems like this might be the next logical progression 
for OTRS - adding some sort of configurable hours that each agent works. 
In our usage of OTRS all support personnel are out of the office by 6pm or so 
and only do support via cell phone (unless there's a problem, of course). 
When we arrive in the morning, there are of course several escalated tickets, 
most of which are low to medium priority. In the past there has been at 
least one occasion where a system-down critical ticket was in the queue, but was 
not viewable because other tickets had needlessly escalated and were blocking 
the view! (Of course all the support agents were notified via 
e-mail and were aware of the issue, but nonetheless...)

Are there any existing plansfor future versions 
to include configuration of agent working hours in some 
manner?


- Pete 
McDonnell


  
  
  From: [EMAIL PROTECTED] 
  [mailto:[EMAIL PROTECTED] Sent: Thursday, November 
  18, 2004 6:49 AMTo: [EMAIL PROTECTED]Subject: [otrs] 
  Eskalation Notification Mails(How 2 prevent during 
nights)
  Hi list, how can i prevent OTRS from sending eskal notification 
  mails in the night? i found some pieces in the config files but they do not 
  seem to be the right ones(SendNoPendingNotifications) Any Ideas? Tia Li 

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RE: [otrs] Escalation Mail

[Pete McDonnell]

This is definitely on my list of wants  needs as well.  Basically, we only
want a ticket to escalate if it's NOT been responded to in any way.  Hence
my questions about setting the default of answered to Yes, instead of no.

The followup to that is that if a ticket DOES escalate we darn well want to
ensure that someone gets on it ASAP.  To ensure that, I'd want to e-mail one
specific e-mail address (which we'd change bi-weekly or so) of a person
responsible for ensureing that the escalated ticket gets tended to ASAP.  (I
envision e-mailing a distribution list with the person's regular e-mail
address and cell phone or the like).

Santosh, please let me/us know if you determine a method of configuring
this!  Thanks!

-Pete McDonnell

-Original Message-
From: Santosh Balan [mailto:[EMAIL PROTECTED]
Sent: Friday, November 05, 2004 3:34 PM
To: User questions and discussions about OTRS.
Subject: [otrs] Escalation Mail


Hi All,

I want automatic mails tot he OTRS administrator + the queue, whenever the
Ticket has reached the escalation limit.

Any help is welcome.

Thanx.



- Santosh Balan
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RE: [otrs] Set default of Answered? to Yes?

[Pete McDonnell]

We're seeing tickets needlessly escalate.  Example, an agent replies to a
ticket.  The customer then responds.  Agent doesn't have any new information
or any need to reply so ignores the ticket.  Ticket soon escalates and
blocks all other agents' (who are monitoring the same queue) 'QueueView'
display with a ticket that need not have escalated.  

Basically, we ONLY want to have unanswered tickets escalate.  The lock
timeout will nag the agent who has been assigned a ticket to follow up with
the user.

Am I incorrect in any of the logical flow in my statements?

Thanks VERY much for digging through the code, Tyler!  It's far more detail
than I could ever have hoped to dig up!

- Pete McDonnell
  Manager, Technical Services
  Hip Interactive
 

 -Original Message-
 From: Gerold Gruber [mailto:[EMAIL PROTECTED] 
 Sent: Thursday, October 28, 2004 5:49 AM
 To: User questions and discussions about OTRS.
 Subject: Re: [otrs] Set default of Answered? to Yes?
 
 Daniel Balan wrote:
 
  It is true that this Yes or No doesn't affect the system search or 
  stats, but what is its purpose?
 In dependence of the related queue setting unanswered tickets 
 are unlocked (taken away from agent) and go back to the queue 
 where another agent could deal with them.
  I do not think that OTRS team implemented something without 
 a reason.
  Unfortunately the documentation doesn't include any 
 references to this 
  issue.
  
  Cheers,
  Daniel
 Hth
 
 Gerold
  
  
 -Original Message-
 From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] 
 On Behalf Of
  
  Tyler
  
 Hepworth
 Sent: Thursday, October 28, 2004 2:16 AM
 To: User questions and discussions about OTRS.
 Subject: Re: [otrs] Set default of Answered? to Yes?
 
 One question.  Why does it matter what Is Ticket Answered 
 is set to?
  I have not found anywhere in the system that reports on that
 statistic.  I can't search for tickets with that state, and 
 it doesn't
 affect whether I can close a ticket or not.  That all works
 independently of that value.  So, what is the big deal?  
 Just curious.
 
 Tyler Hepworth
 
 
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RE: [otrs] Set default of Answered? to Yes?

[Pete McDonnell]

These aren't the thank you messages.  The ticket still needs some type of
further action and can't be closed just yet.  What I usually do to clear the
escalation view is re-assign the owner.  The users will be trained on the
proper use of the answered field (to prevent escalation), but setting the
default to Yes will mean that they only have to change it to No in the
rare circumstance that a they DO want a ticket to escalate if they don't
respond.

As I said earlier, we really only want ticket escalation of new tickets.

- Pete McDonnell
  Manager, Technical Services
  Hip Interactive
 

 -Original Message-
 From: N.R. [mailto:[EMAIL PROTECTED] 
 Sent: Thursday, October 28, 2004 9:25 AM
 To: User questions and discussions about OTRS.
 Subject: Re: [otrs] Set default of Answered? to Yes?
 
 why do you ignore the ticket, close it instead if you see 
 there can be no answer (if the message contains only `thank 
 you for help` for example).
 
 N.
 
 Thursday, October 28, 2004, 4:22:36 PM, you wrote:
 
 PM We're seeing tickets needlessly escalate.  Example, an 
 agent replies 
 PM to a ticket.  The customer then responds.  Agent doesn't have any 
 PM new information or any need to reply so ignores the 
 ticket.  Ticket 
 PM soon escalates and blocks all other agents' (who are 
 monitoring the same queue) 'QueueView'
 PM display with a ticket that need not have escalated.  
 
 PM Basically, we ONLY want to have unanswered tickets escalate.  The 
 PM lock timeout will nag the agent who has been assigned a ticket to 
 PM follow up with the user.
 
 PM Am I incorrect in any of the logical flow in my statements?
 
 PM Thanks VERY much for digging through the code, Tyler!  
 It's far more 
 PM detail than I could ever have hoped to dig up!
 
 PM - Pete McDonnell
 PM   Manager, Technical Services
 PM   Hip Interactive
  
 
  -Original Message-
  From: Gerold Gruber [mailto:[EMAIL PROTECTED]
  Sent: Thursday, October 28, 2004 5:49 AM
  To: User questions and discussions about OTRS.
  Subject: Re: [otrs] Set default of Answered? to Yes?
  
  Daniel Balan wrote:
  
   It is true that this Yes or No doesn't affect the system 
 search or 
   stats, but what is its purpose?
  In dependence of the related queue setting unanswered tickets are 
  unlocked (taken away from agent) and go back to the queue where 
  another agent could deal with them.
   I do not think that OTRS team implemented something without
  a reason.
   Unfortunately the documentation doesn't include any
  references to this
   issue.
   
   Cheers,
   Daniel
  Hth
  
  Gerold
   
   
  -Original Message-
  From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]
  On Behalf Of
   
   Tyler
   
  Hepworth
  Sent: Thursday, October 28, 2004 2:16 AM
  To: User questions and discussions about OTRS.
  Subject: Re: [otrs] Set default of Answered? to Yes?
  
  One question.  Why does it matter what Is Ticket Answered 
  is set to?
   I have not found anywhere in the system that reports on that 
  statistic.  I can't search for tickets with that state, and
  it doesn't
  affect whether I can close a ticket or not.  That all works 
  independently of that value.  So, what is the big deal?
  Just curious.
  
  Tyler Hepworth
  
  
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RE: [otrs] Set default of Answered? to Yes?

[Pete McDonnell]

Tyler, thanks so much for your detailed information.  As I don't want
tickets that have *just* been created to have the answered = 1 I believe the
option of changing AgentCompose.pm makes more sense.  I've located the
following lines and will list a couple of ways in which I have attempted to
change them.   I've seen absolutely no change in the operation of the
AgentCompose screen.  Perhaps you can offer a quick pointer or two?

Original:
# set answerd
$Self-{TicketObject}-TicketSetAnswered(
TicketID = $Self-{TicketID},
UserID = $Self-{UserID},
Answered = $GetParam{Answered} || 0,
);
I've tried changing the 'Answered' line in the following ways (Sorry about
my COMPLETE ignorance regarding perl programming)

Answered = '1' || 0,
Answered = '8' || 0, (a non-zero and non-one value)
Answered = 1 || 0,
Answered = 0 || 1,
Etc...

Thanks in advance...

- Pete McDonnell
  Manager, Technical Services
  Hip Interactive
 

 -Original Message-
 From: Tyler Hepworth [mailto:[EMAIL PROTECTED] 
 Sent: Wednesday, October 27, 2004 7:06 PM
 To: User questions and discussions about OTRS.
 Subject: Re: [otrs] Set default of Answered? to Yes?
 
 On Wed, 27 Oct 2004 14:58:35 -0600, Tyler Hepworth 
 [EMAIL PROTECTED] wrote:
  On Wed, 27 Oct 2004 14:40:28 -0400, Pete McDonnell 
  [EMAIL PROTECTED] wrote:
   Rudi, do you think this is something that would have to 
 be set using 
   Perl code (altering the function, perhaps?) Or might one 
 be able to 
   change the order in which the options are displayed using 
 HTML changes?
  
   I wonder if it's simply displaying them in alphabetical 
 order right now?
  
  
  
  No it is not.  If you look at Contact Customer (phone), it 
 is set to 
  yes.  If you look at Compose Answer (email) it is set to 
 no.  I am 
  digging through the source code to figure out how this is generated.
  Please be patient as I hope to have something figured out 
 by the end 
  of today.
 
 Ok, I have some insight on this with a NOT RECOMMENDED fix.
 
 The code for Compose Answer is contained in AgentCompose.pm  
 The code for Contact Customer is in AgentPhone.pm.
 
 Here is the gist of it
 
 if $Param{Answered} is defined then set the select option value to
 display the defined value.Otherwise, set the selected value to
 Yes and display that.
 
 When dumping the result of $Param{Answered}, AgentCompose.pm 
 returns the value 0, which is a defined value and 
 corresponds to the state No.  If you change the value to 
 Yes and submit it, then the next time you work on the 
 ticket $Param{Answered} returns a value of 1 and displays 
 Yes in the ticket screen.  So this works as it should.  It 
 is built that way by design.
 
 Where does $Param{Answered} come from you might ask?  It is 
 stored in the database in the table ticket.  The column is 
 ticket_answered. 
 So, ultimately, what is displayed in the ticket screen (yes 
 or no) depends on what is stored in the database.  All new 
 tickets are created with a default value of 0.
 
 Why does Contact Customer show yes then?  Dumping the 
 result of $Param{Answered} returns undef - it is not defined. 
  I have set a ticket to No, submitted, and reopened, but it 
 always displays Yes
 even if the value in the database is No.  This is a bug 
 that needs to be fixed.
 
 So, how can I make Contact Customer (email) display yes 
 (other than setting it to yes and saving it).  You have to 
 break the system.  You either have to reprogram the ticket 
 module to make the default value of new tickets 1 which 
 would be a lie.  Or you can modify $Param{Answered} in 
 AgentCompose.pm to set it to undef.  Which would make the 
 ticket also show Yes regardless of whether that is really true.
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[otrs] Set default of Answered? to Yes?

[Pete McDonnell]

Is anyone able to provide and information or hints on how we might be able
to change this?

- Pete McDonnell
  Manager, Technical Services
  Hip Interactive
 

 -Original Message-
 From: Pete McDonnell 
 Sent: Monday, October 25, 2004 5:31 PM
 To: 'User questions and discussions about OTRS.'
 Subject: RE: [otrs] Time Units: Default Value ?
 
 Would something similar work for changing the default of 
 answered? to Yes?
 
 Thanks in advance.
 
 -Pete McDonnell
 
 -Original Message-
 From: Daniel Balan [mailto:[EMAIL PROTECTED]
 Sent: Monday, October 25, 2004 10:22 AM
 To: 'User questions and discussions about OTRS.'
 Subject: RE: [otrs] Time Units: Default Value ?
 
 
 You just have to modify the following files:
 /Kernel/Output/HTML/Standard/AgentClose.dtl
 /Kernel/Output/HTML/Standard/AgentCompose.dtl
 /Kernel/Output/HTML/Standard/AgentEmailNew.dtl
 /Kernel/Output/HTML/Standard/AgentForward.dtl
 /Kernel/Output/HTML/Standard/AgentNote.dtl
 /Kernel/Output/HTML/Standard/AgentPhone.dtl
 /Kernel/Output/HTML/Standard/AgentPhoneNew.dtl
 /Kernel/Output/HTML/Standard/AgentPending.dtl
 
 (for Standard theme) as follows:
 1. set the value=1  at line:
  tdinput type=text name=TimeUnits value=1 size=3/td
 
 2. If you need the working time to increase as your operator 
 is working on the ticket please add this function:
 script language=JavaScript type=text/javascript
 !--
 var n_worktime = 1;
 
 setInterval (incTime(), 1000 * 60 );
  
 function incTime()   
 {
 n_worktime ++;   
 document.forms.compose.TimeUnits.value = n_worktime;
 }
  
 //--
 /script
 
 Hth,
 
 Daniel 
  -Original Message-
  From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] 
 On Behalf 
  Of
 Franz
  Ferdinand Esberger
  Sent: Monday, October 25, 2004 5:05 PM
  To: User questions and discussions about OTRS.
  Subject: [otrs] Time Units: Default Value ?
  
  Hi everybody,
  
  Is there a way to set the default value for Time Units to another 
  value than just 0 ?
  
  any comments appreciated
  greets
  
  Franz
  
  
  __
  Inflex - installed on mailserver for domain 
 @technikum-wien.at Queries 
  to: [EMAIL PROTECTED] 
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RE: [otrs] Set default of Answered? to Yes?

[Pete McDonnell]

Rudi, do you think this is something that would have to be set using Perl
code (altering the function, perhaps?) Or might one be able to change the
order in which the options are displayed using HTML changes?

I wonder if it's simply displaying them in alphabetical order right now?

- Pete McDonnell
  Manager, Technical Services
  Hip Interactive
 

 -Original Message-
 From: Rudi Kramer [mailto:[EMAIL PROTECTED] 
 Sent: Wednesday, October 27, 2004 11:14 AM
 To: [EMAIL PROTECTED]
 Subject: Re: [otrs] Set default of Answered? to Yes?
 
 I would also like to know it's quite irritating having to do 
 this every time for every email when only 1 out of 100 emails 
 will have no response.
 
 Rudi
 
 - Original Message -
 From: Pete McDonnell [EMAIL PROTECTED]
 To: User questions and discussions about OTRS. [EMAIL PROTECTED]
 Sent: Wednesday, October 27, 2004 4:10 PM
 Subject: [otrs] Set default of Answered? to Yes?
 
 
 Is anyone able to provide and information or hints on how we 
 might be able
 to change this?
 
 - Pete McDonnell
   Manager, Technical Services
   Hip Interactive
 
 
  -Original Message-
  From: Pete McDonnell
  Sent: Monday, October 25, 2004 5:31 PM
  To: 'User questions and discussions about OTRS.'
  Subject: RE: [otrs] Time Units: Default Value ?
 
  Would something similar work for changing the default of
  answered? to Yes?
 
  Thanks in advance.
 
  -Pete McDonnell
 
  -Original Message-
  From: Daniel Balan [mailto:[EMAIL PROTECTED]
  Sent: Monday, October 25, 2004 10:22 AM
  To: 'User questions and discussions about OTRS.'
  Subject: RE: [otrs] Time Units: Default Value ?
 
 
  You just have to modify the following files:
  /Kernel/Output/HTML/Standard/AgentClose.dtl
  /Kernel/Output/HTML/Standard/AgentCompose.dtl
  /Kernel/Output/HTML/Standard/AgentEmailNew.dtl
  /Kernel/Output/HTML/Standard/AgentForward.dtl
  /Kernel/Output/HTML/Standard/AgentNote.dtl
  /Kernel/Output/HTML/Standard/AgentPhone.dtl
  /Kernel/Output/HTML/Standard/AgentPhoneNew.dtl
  /Kernel/Output/HTML/Standard/AgentPending.dtl
 
  (for Standard theme) as follows:
  1. set the value=1  at line:
   tdinput type=text name=TimeUnits value=1 size=3/td
 
  2. If you need the working time to increase as your operator
  is working on the ticket please add this function:
  script language=JavaScript type=text/javascript
  !--
  var n_worktime = 1;
 
  setInterval (incTime(), 1000 * 60 );
 
  function incTime()
  {
  n_worktime ++;
  document.forms.compose.TimeUnits.value = n_worktime;
  }
 
  //--
  /script
 
  Hth,
 
  Daniel
   -Original Message-
   From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]
  On Behalf
   Of
  Franz
   Ferdinand Esberger
   Sent: Monday, October 25, 2004 5:05 PM
   To: User questions and discussions about OTRS.
   Subject: [otrs] Time Units: Default Value ?
  
   Hi everybody,
  
   Is there a way to set the default value for Time Units 
 to another
   value than just 0 ?
  
   any comments appreciated
   greets
  
   Franz
  
  
   __
   Inflex - installed on mailserver for domain
  @technikum-wien.at Queries
   to: [EMAIL PROTECTED]
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[otrs] Change Answered default to Yes?

[Pete McDonnell]

Is there a Config.pm 
option that one can set in order to change the default of the "Answered" 
question to "Yes"? Is there something else I might be missing? I've 
searched through the lists.otrs.org and doc.otrs.org with no 
success.

Thanks in 
advance.

- Pete McDonnell
 Manager, Technical 
Services
 Hip 
Interactive
 Phone: (519) 272-0234 
x228

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RE: [otrs] Error in $HOME/bin/PostMasterPOP3.pl

[Pete McDonnell]

Are you creating a new cron entry and if so as which user?  Su'd to otrs and
edited that user's cron.  I only had to uncomment the pop3 line.

- Pete McDonnell
  Manager, Technical Services
  Hip Interactive
 

 -Original Message-
 From: Neil Baldwin [mailto:[EMAIL PROTECTED] 
 Sent: Friday, October 01, 2004 4:09 AM
 To: 'User questions and discussions about OTRS.'
 Subject: [otrs] Error in $HOME/bin/PostMasterPOP3.pl
 
 Sorry I posted this to an existing thread so here it is again 
 in a new thread!
 
 We have just set up version 1.3 on a new Suse 9.1 box, and 
 are starting to understand how things work.
 
 We are using the cron command
 $HOME/bin/PostMasterPOP3.pl -s 192.0.0.53 -u support -p 
 [password]  /dev/null  
 
 To collect mail from an exchange 5.5 server
 
 The command completes without error if there is no mail but 
 if there is mail we get the following message.
 
 Use of uninitialized value in string eq at 
 /opt/otrs/Kernel/System/Ticket/Article.pm line 1387
 
 Even though the error is generated the command appear to do 
 what it is supposed to and creates a new ticket.
 
 Can anyone suggest what might be the problem?
 
 Regards
 Neil Baldwin
 Tel:01296 633256
 Fax:01296 633001
 Mob:07713 189707
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RE: [otrs] Re: LDAP/TLS

[Pete McDonnell]

Have you checked the NET::LDAP FAQ?

http://search.cpan.org/~gbarr/perl-ldap/lib/Net/LDAP/FAQ.pod#Using_an_SSL_ne
twork_connection,_how_do_I_connect_to_my_server?

- Pete McDonnell
  Manager, Technical Services
  Hip Interactive
 

 -Original Message-
 From: Jason Joines [mailto:[EMAIL PROTECTED] 
 Sent: Thursday, September 30, 2004 2:43 PM
 To: OTRS Users
 Subject: [otrs] Re: LDAP/TLS
 
 Pete McDonnell wrote:
  Please do pardon my ignorace... TLS?  I'm no expert at LDAP... That 
  code segment was taken from searching through posts on the 
 lists.otrs.org server.
  
  - Pete McDonnell
Manager, Technical Services
Hip Interactive
  
 That looks very similar to what I have for a non-TLS 
 connection to an 
 LDAP server.  I need to know how to enable the TLS part.  Where is 
 that in your config?
 
 Jason
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   TLS stands for Transport Layer Security.  It's a way of 
 encrypting communications and not specfic to LDAP.  It's very 
 similar to  viewing a web page via HTTP usually on port 80 
 versus HTTPS usually on port 443 using SSL to encrypt 
 communications.  In LDAP you can have non-encyrpted 
 communications usually on port 389 or encrypted LDAPS 
 communications usually on port 636 or you can use TLS to 
 encrypt the traffic on port
 389 so you don't have to use up another port.  Also LDAPS is 
 non-standard and LDAP/TLS is a standard.
 
 Jason
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RE: [otrs] LDAP/TLS

[Pete McDonnell]

This works with Active Directory:

added the following to /opt/otrs/Kernel/Config.pm

$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = '10.1.104.153';
$Self-{'AuthModule::LDAP::BaseDN'} = 'dc=corp,dc=hiplab2003,dc=com';
$Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'AuthModule::LDAP::SearchUserDN'} =
'[EMAIL PROTECTED]';
$Self-{'AuthModule::LDAP::SearchUserPw'} = 'passwordremoved';

$Self-{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self-{'Customer::AuthModule::LDAP::Host'} = '10.1.104.153';
$Self-{'Customer::AuthModule::LDAP::BaseDN'} =
'dc=corp,dc=hiplab2003,dc=com';
$Self-{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'Customer::AuthModule::LDAP::SearchUserDN'} =
'[EMAIL PROTECTED]';
$Self-{'Customer::AuthModule::LDAP::SearchUserPw'} = 'passwordremoved';

# CustomerUser
# (customer user database backend and settings)
$Self-{CustomerUser} = {
Name = 'Datenbank',
Module = 'Kernel::System::CustomerUser::DB',
Params = { Table = 'customer_user',
# to use an external database
#   DSN = 'DBI:odbc:yourdsn',
#   DSN = 'DBI:mysql:database=customerdb;host=customerdbhost',
#   User = '', Password = '',
},
# customer uniq id
CustomerKey = 'login',
CustomerID = 'customer_id',
CustomerValid = 'valid_id',
CustomerUserListFields = ['first_name', 'last_name', 'email'],
#   CustomerUserListFields = ['login', 'first_name', 'last_name',
'customer_id', 'email'],
CustomerUserSearchFields = ['login', 'last_name', 'customer_id'],
CustomerUserSearchPrefix = '',
CustomerUserSearchSuffix = '*',
CustomerUserSearchListLimit = 250,
CustomerUserPostMasterSearchFields = ['email'],
CustomerUserNameFields = ['salutation', 'first_name', 'last_name'],
#   ReadOnly = 1,
Map = [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown, required, storage-type,
http-link
[ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var' ],
[ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var' ],
[ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var' ],
[ 'UserLogin', 'Login', 'login', 1, 1, 'var' ],
[ 'UserPassword', 'Password', 'pw', 0, 1, 'var' ],
[ 'UserEmail', 'Email', 'email', 0, 1, 'var' ],
[ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var' ],
[ 'UserComment', 'Comment', 'comments', 1, 0, 'var' ],
[ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int' ],
],
};

  # CustomerUser1
  # (customer user ldap backend and settings)
  $Self-{CustomerUser1} = {
Module = 'Kernel::System::CustomerUser::LDAP',
Params = {
  # ldap host
  Host = '10.1.104.153',
  # ldap base dn
  BaseDN = 'ou=Users, dc=corp, dc=hiplab2003, dc=com',
  # search scope (one|sub)
  SSCOPE = 'sub',
  # The following is valid but would only be necessary if the
  # anonymous user does NOT have permission to read from the LDAP tree
  UserDN = 'cn=Pete McDonnell, ou=Users, dc=corp, dc=hiplab2003,
dc=com',
  UserPw = 'passwordremoved',
  AlwaysFilter = '',
  SourceCharset = 'utf-8',
  DestCharset = 'iso-8859-1',
},
# customer uniq 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' ],
],
  };

- Pete McDonnell
  Manager, Technical Services
  Hip Interactive
 

 -Original Message-
 From: CBA Computer Support [mailto:[EMAIL PROTECTED] 
 Sent: Wednesday, September 29, 2004 1:07 PM
 To: [EMAIL PROTECTED]
 Subject: [otrs] LDAP/TLS
 
   I've just got OTRS 1.3.1 installed want to use my 
 existing OpenLDAP server as a Customer back-end and User 
 authentication.  It requires TLS connections.  Does anyone 
 have an example of the LDAP config part of Config.pm

RE: [otrs] Install question

[Pete McDonnell]

Installation was quite smooth on SuSE Linux 9.1 with the exception of one
item.  I had to configure the mod_perl Apache module manually.  Apache was
not loading it and therefore none of the OTRS scripts worked at all.  At one
or more points in the setup docs there is mention of a phpmyadmin script
which I am unable to use for the same reason - mod_php doesn't even exist on
this system.  I haven't had a chance to investigate that yet though.

- Pete McDonnell
  Manager, Technical Services
  Hip Interactive
 

 -Original Message-
 From: Brian Ronk [mailto:[EMAIL PROTECTED] 
 Sent: Monday, September 27, 2004 11:17 AM
 To: [EMAIL PROTECTED]
 Subject: [otrs] Install question
 
 I've been trying to get otrs to install to test it.  I want 
 to see what it could do internally here where I work, and 
 thought I could set up a test system.  I'm having some 
 problems though.  I installed Debian testing, with otrs 1.2 
 (all from the Debian servers) just to see what I can do with 
 it.  I can't get it running though.
 I can't access the /otrs/ directory through the web, even 
 though otrs is the web user, and I set up the Location 
 stuff in the apache2.conf file (as far as I can tell there is 
 a httpd.conf but it is not used for
 Apache2 configuration).
 I think what I'm going to do is setup a Suse 9.1 install on 
 this computer to test it.  It seems that it's easier to 
 install otrs on Suse by the look of it.  I downloaded the 
 Personal cd, and am installing from that.  I'll let you know 
 how that goes.  If you have ideas on what was going wrong 
 though, that would be extremely helpful.  Thanks.
 --
 Brian Ronk
 System Administrator
 BookMasters, Inc
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[otrs] Problem with LDAP (AD) lookups

[Pete McDonnell]

 
Pete McDonnell schrieb:
 AD Authentication is working OK, 

It isn't.

  but I have to create an entry in the
 customer table before a customer can login.  That's not a big deal,
 hopefully that will be working nicely in later versions :-)

It should not be necessary at all.

 What's not working is that when I select the Customer User page under the
 Admin Area I only see the users that I've manually setup.  I also get
 messages such as the following in my system's messages log file.  At
around
 16:40 I changed the user to the Administrator of the AD tree to see if it
 was a permissions issue that was causing the browsing to fail.  

I guess the user you're using to connect isn't equipped with a right's 
range broad enough. cn=Pete McDonnell, ou=Users, dc=corp, 
dc=hiplab2003, dc=com is probably not capable of reading all the 
necessary info.

Try to create a designated reader user with no write access to any part 
of the AD tree, but all area read access (yes, except for the passwords).

Unfortunately, I cannot tell you how to incorporate such a user, as I 
luckily do not have to work with AD or stuff like that. I could tell you 
what code would be necessarily on a regularyl LDAP server based on 
OpenLDAP, though. Better choice, btw. *scnr*

--Pete McDonnell wrote on
09/22/2004-

I made the following changes and lookups are now functioning.  Thanks for
the pointers.

- Set the lookup account as having full permissions on the Users object
under the top level of the A/D Forest.  I probably have some of the
terminology wrong, as I'm certainly no expert with A/D
- commented out the section of the Config.pm which wasn't neceessary (had
inactive sections referring to an ODBC driver)
 
- Pete McDonnell
  Manager, Technical Services
  Hip Interactive
  Phone: (519) 272-0234 x228
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[otrs] Problem with LDAP (AD) lookups

[Pete McDonnell]

=corp, dc=hiplab2003, dc=com',

  # search scope (one|sub)

  SSCOPE = 'sub',

  # The following is valid but would only be necessary if the

  # anonymous user does NOT have permission to read from the LDAP tree

  UserDN = 'cn=Pete McDonnell, ou=Users, dc=corp, dc=hiplab2003,
dc=com',

  UserPw = 'xxx',

  AlwaysFilter = '',

  SourceCharset = 'utf-8',

  DestCharset = 'iso-8859-1',

},

# customer uniq 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' ],

],

  };

 

Is anyone able to provide any insight?


 
- Pete McDonnell
  Manager, Technical Services
  Hip Interactive
  Phone: (519) 272-0234 x228
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