Re: [otrs] Permission problems after upgrading to 2.3.1

[Peter van Beugen]

I solved my problem by  removing OTRS (uninstall RPM + removing the otrs
directories) completely and do a fresh install of the Fedora rpm.

 

(Of course I did not delete the database and I did backup Config.pm)

 

 

Regards,

Peter

 

TDA * every contact matters

* inbound & outbound callcenter services 

* selfservice * webforms * e-mail * chat * sms

 

 

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Peter
van Beugen
Verzonden: donderdag 21 augustus 2008 14:31
Aan: otrs@otrs.org
Onderwerp: [otrs] Permission problems after upgrading to 2.3.1

 

I just upgraded one of my OTRS boxes form 2.2.5 to 2.3.1 and now I can't
Zoom tickets any more ("No Permisson")

 

Of course I ran the SQL upgrade script AND SetPermissions.sh, but no
luck so far.

 

Fedora 6

MySQL 5.0.27 (dedicated MySQL server)

 

Did anyone had the same problem and managed to solve this?

 

Regards,

Peter van Beugen

 

 

TDA * every contact matters

* inbound & outbound callcenter services 

* selfservice * webforms * e-mail * chat * sms

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[otrs] Permission problems after upgrading to 2.3.1

[Peter van Beugen]

I just upgraded one of my OTRS boxes form 2.2.5 to 2.3.1 and now I can't
Zoom tickets any more ("No Permisson")

 

Of course I ran the SQL upgrade script AND SetPermissions.sh, but no
luck so far.

 

Fedora 6

MySQL 5.0.27 (dedicated MySQL server)

 

Did anyone had the same problem and managed to solve this?

 

Regards,

Peter van Beugen

 

 

TDA * every contact matters

* inbound & outbound callcenter services 

* selfservice * webforms * e-mail * chat * sms

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Re: [otrs] Upgrading from 2.2.6 to 2.2.7 - how?

[Peter van Beugen]

On Linux: 
Stop OTRS service
run the 2.2.7 RPM
start OTRS
done!
Regards,
Peter van Beugen
-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Niran
Abeygunawardena
Verzonden: maandag 16 juni 2008 12:37
Aan: otrs@otrs.org
Onderwerp: [otrs] Upgrading from 2.2.6 to 2.2.7 - how?

Hi,

I have otrs 2.2.6 installed and running. However, I want to upgrade to
2.2.7 now 
. When I looked at the file UPGRADING, it only says how to upgrade from
2.1 to 2.2.

What is the procedure to follow for upgrading to 2.2.7 from 2.2.6?

Regards,
Niran.
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Re: [otrs] compose answer: cc-field is auto-filled ??

[Peter van Beugen]

Yesterday I upgraded to 2.2.7 (from 2.2.6) hoping my bug would disappear:

The bug is: when I use the "compose answer" option in the ticket to reply to 
the ticket, the email CC is "auto-filled" with the original "To" email address.

 

To make clear: I use a webform, from which I sent an email to OTRS. The "To" 
address varies form the options filled in on the webform. So in OTRS I POP the 
various email queues and route them to the corresponding OTRS ticket queue 
(based on the POP3 email box). Works like a charm.

 

But -as mentioned- when I compose an answer the "to" email address is filled in 
as a CC-mail address (I 100% do NOT use the CC to sent the email).

(and of course this is very very annoying)

 

Frustrated again, this morning I digged in AgentTicketCompose.pm and find the 
following option, which I outcommented and my problem disappeared!!!

 

# add not local To addresses to Cc

#for my $Email ( Mail::Address->parse( $Data{To} ) ) {

#if ( !$Self->{SystemAddress}->SystemAddressIsLocalAddress(Address 
=> $Email->address() ) ) {

#if ( $Data{Cc} ) {

#$Data{Cc} .= ', ';

#}

#$Data{Cc} .= $Email->format();

#}

#}

 

 

What is the intention of this option and is this behavior of this option buggy 
in my situation ????

 

(I can not find a config item for this option)

 

Regards,

Peter van Beugen

 

-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Peter van Beugen
Verzonden: woensdag 2 april 2008 13:41
Aan: User questions and discussions about OTRS.org
Onderwerp: RE: [otrs] compose answer: cc-field is auto-filled ??

 

I did an upgrade to 2.2.6, problem still the same

And I narrowed down the problem a bit: see my response yesterday 17:34H

I think it is an OTRS problem with the headers of an email

On the same machine, some tickets do have the problem and others don't

I did check the mail -as you advised- with the "plain" option in a ticket

It triggered me that the tickets with the problem, had a quite large header

 

Please have a look at my yesterday response

regards

Peter van Beugen

 

-Oorspronkelijk bericht-

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Shawn Beasley

Verzonden: woensdag 2 april 2008 13:28

Aan: User questions and discussions about OTRS.org

Onderwerp: Re: [otrs] compose answer: cc-field is auto-filled ??

 

Hi Peter van Beugen,

> OTRS dev's:

> I think there is an OTRS bug somewhere, but I can't address it.

> How to deal with this? 

> Regards,

> Peter van Beugen

>   

[...]

 

Please upgrade to the 2.2.6, or do a clean install on another machine and test 
it there. I feel there is a config problem somewhere.

 

--

Shawn Beasley

((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg

Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18

  http://www.otrs.com/ :: Communication with success!

 

 

Geschäftssitz: Bad Homburg

Amtsgericht Bad Homburg, HRB 10751

Steuernummer: 003/240/97521

 

Aufsichtsratsvorsitzender: Burchard Steinbild

Vorstandsvorsitzender: André Mindermann

 

 

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RE: [otrs] compose answer: cc-field is auto-filled ??

[Peter van Beugen]

Noticed in CVS the fix of this bug:
- (2008/04/07) Fixed bug# 2829 - Local system email address is always set to CC
option in compose email answer screen.

Is this the same problem as mine?
Regards,
Peter van Beugen

-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Peter van Beugen
Verzonden: woensdag 2 april 2008 13:41
Aan: User questions and discussions about OTRS.org
Onderwerp: RE: [otrs] compose answer: cc-field is auto-filled ??

I did an upgrade to 2.2.6, problem still the same
And I narrowed down the problem a bit: see my response yesterday 17:34H
I think it is an OTRS problem with the headers of an email
On the same machine, some tickets do have the problem and others don't
I did check the mail -as you advised- with the "plain" option in a ticket
It triggered me that the tickets with the problem, had a quite large header

Please have a look at my yesterday response
regards
Peter van Beugen

-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Shawn Beasley
Verzonden: woensdag 2 april 2008 13:28
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] compose answer: cc-field is auto-filled ??

Hi Peter van Beugen,
> OTRS dev's:
> I think there is an OTRS bug somewhere, but I can't address it.
> How to deal with this? 
> Regards,
> Peter van Beugen
>   
[...]

Please upgrade to the 2.2.6, or do a clean install on another machine and test 
it there. I feel there is a config problem somewhere.

--
Shawn Beasley
((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg
Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
  http://www.otrs.com/ :: Communication with success!


Geschäftssitz: Bad Homburg
Amtsgericht Bad Homburg, HRB 10751
Steuernummer: 003/240/97521

Aufsichtsratsvorsitzender: Burchard Steinbild
Vorstandsvorsitzender: André Mindermann


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RE: [otrs] upgrade

[Peter van Beugen]

http://dev.mysql.com/doc/refman/5.0/en/mysqldump.html
 
 



Van: [EMAIL PROTECTED] namens pri pri
Verzonden: vr 4-4-2008 15:24
Aan: otrs@otrs.org
Onderwerp: [otrs] upgrade


hi all
 
I would like to upgrade OTRS. I need to take a backup of my mysql server before 
i re install the new version.  i read that i can backup my mysql using the 
mysqldump command
 
but i want to know how i can logon to my sqlserver to execute this command. i 
am running otrs on windows small business server 2003. 
one of the tutorials i read said access the  database but i would like to know 
from where i can access it.
 
if someebody s performed their upgrade on windows do let me know
 
thank you
 
 




Windows Live Messenger : Get connected, share yourself, make a difference the 
way you chat. Check it out!  
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RE: [otrs] compose answer: cc-field is auto-filled ??

[Peter van Beugen]

I did an upgrade to 2.2.6, problem still the same
And I narrowed down the problem a bit: see my response yesterday 17:34H
I think it is an OTRS problem with the headers of an email
On the same machine, some tickets do have the problem and others don't
I did check the mail -as you advised- with the "plain" option in a ticket
It triggered me that the tickets with the problem, had a quite large header

Please have a look at my yesterday response
regards
Peter van Beugen

-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Shawn Beasley
Verzonden: woensdag 2 april 2008 13:28
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] compose answer: cc-field is auto-filled ??

Hi Peter van Beugen,
> OTRS dev's:
> I think there is an OTRS bug somewhere, but I can't address it.
> How to deal with this? 
> Regards,
> Peter van Beugen
>   
[...]

Please upgrade to the 2.2.6, or do a clean install on another machine and test 
it there. I feel there is a config problem somewhere.

--
Shawn Beasley
((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg
Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
  http://www.otrs.com/ :: Communication with success!


Geschäftssitz: Bad Homburg
Amtsgericht Bad Homburg, HRB 10751
Steuernummer: 003/240/97521

Aufsichtsratsvorsitzender: Burchard Steinbild
Vorstandsvorsitzender: André Mindermann


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RE: [otrs] compose answer: cc-field is auto-filled ??

[Peter van Beugen]

I think I narrowed it down a bit.

 

This is an email header form an email where the problem appears (compose 
answer: cc-field is auto-filled):

_

 

Return-Path: <[EMAIL PROTECTED]>

X-Spam-Checker-Version: SpamAssassin 3.1.9 (2007-02-13) on defensie-werving.nl

X-Spam-Level: 

X-Spam-Status: No, score=4.2 required=5.0 tests=DNS_FROM_RFC_ABUSE,   
DNS_FROM_RFC_POST,FORGED_HOTMAIL_RCVD2,FROM_HAS_ULINE_NUMS,SPF_SOFTFAIL   
autolearn=no version=3.1.9

Received: from smtp-out3.tiscali.nl (smtp-out3.tiscali.nl [195.241.79.178]) 
by defensie-werving.nl (8.14.1/8.14.1) with ESMTP id m2VJnDnY014380   
for <[EMAIL PROTECTED]>; Mon, 31 Mar 2008 21:49:14 +0200

Received: from [212.123.146.120] (helo=gw.tdax.nl) by smtp-out3.tiscali.nl 
with esmtp (Tiscali http://www.tiscali.nl) id 1JgQ0H-0002UH-PX  
 for <[EMAIL PROTECTED]>; Mon, 31 Mar 2008 21:49:13 +0200

Received: from localhost (localhost.localdomain [127.0.0.1]) by gw.tdax.nl 
(Postfix) with ESMTP id 119A4829466   for <[EMAIL PROTECTED]>; Mon, 31 Mar 
2008 21:49:05 +0200 (CEST)

X-Virus-Scanned: amavisd-new at tdax.nl

Received: from gw.tdax.nl ([127.0.0.1])   by localhost (gw.tdax.nl 
[127.0.0.1]) (amavisd-new, port 10024)  with ESMTP id WQ8W+FxoW9bu 
for <[EMAIL PROTECTED]>;   ma, 31 mrt 2008 21:49:03 +0200 (CEST)

Received: from localhost (localhost.localdomain [127.0.0.1]) by gw.tdax.nl 
(Postfix) with ESMTP id 24C2982949A   for <[EMAIL PROTECTED]>; Mon, 31 Mar 
2008 21:49:03 +0200 (CEST)

Received: from srv-exchange.tda.nl (unknown [192.168.0.2]) by gw.tdax.nl 
(Postfix) with ESMTP id BF82F8294A8   for <[EMAIL PROTECTED]>; Mon, 31 Mar 
2008 21:49:02 +0200 (CEST)

Received: from CFMX2 ([192.168.2.22] RDNS failed) by srv-exchange.tda.nl with 
Microsoft SMTPSVC(6.0.3790.1830);  Mon, 31 Mar 2008 21:48:03 
+0200

Date: Mon, 31 Mar 2008 21:49:11 +0200 (CEST)

From: John <[EMAIL PROTECTED]>

To: [EMAIL PROTECTED]

Message-ID: <[EMAIL PROTECTED]>

Subject: Welke vakkenpakket te kiezen

MIME-Version: 1.0

Content-Type: text/plain; charset=UTF-8

Content-Transfer-Encoding: 7bit

X-Mailer: ColdFusion 8 Application Server

X-Originalarrivaltime: 31 Mar 2008 19:48:03.0390 (UTC) 
FILETIME=[21DA5DE0:01C89368]

 

 

And this is a mail header where the problem does not appear:

 

 

Return-Path: <[EMAIL PROTECTED]>

X-Spam-Checker-Version: SpamAssassin 3.1.9 (2007-02-13) on tdamail.nl

X-Spam-Level: ***

X-Spam-Status: No, score=3.5 required=5.0 tests=BAYES_99 autolearn=no   
version=3.1.9

Received: from n (84-137-124-91.pool.ukrtel.net [91.124.137.84])  by 
tdamail.nl (8.13.8/8.13.8) with ESMTP id m2K8Xp9x016600for <[EMAIL 
PROTECTED]>; Thu, 20 Mar 2008 09:33:54 +0100

Message-ID: <[EMAIL PROTECTED]>

From: "Kristine Mason" <[EMAIL PROTECTED]>

To: <[EMAIL PROTECTED]>

Subject: Groove 2007

Date: Thu, 20 Mar 2008 10:33:53 +0200

MIME-Version: 1.0

Content-Type: text/plain;   format=flowed; charset="iso-8859-1"; 
reply-type=original

Content-Transfer-Encoding: 7bit

X-Priority: 3

X-Msmail-Priority: Normal

X-Mailer: Microsoft Outlook Express 6.00.2800.1106

X-Mimeole: Produced By Microsoft MimeOLE V6.00.2800.1106

X-Spam: Not detected

 

 

I looks like a OTRS bug. ??

I upgraded today to 2.2.6

Problem still the same

 

Regards,

Peter van Beugen

 

 

-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Shawn Beasley
Verzonden: maandag 31 maart 2008 14:37
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] compose answer: cc-field is auto-filled ??

 

Hi Peter,

> 

> Anyone an idea??

> 

>  

> 

>  

> 

> *Van:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *Namens 

> *Peter van Beugen

> *Verzonden:* donderdag 27 maart 2008 22:30

> *Aan:* otrs@otrs.org

> *Onderwerp:* [otrs] compose answer: cc-field is auto-filled ??

> 

>  

> 

> Hi,

> 

>  

> 

> I have a few OTRS installations (2.2.5) and with two I have a strange

> problem:

> 

> when I answer a ticket by using one of the "compose answer" links I 

> have, the CC field of the ticket is auto-filled with the original "TO"

> email address.

> 

> (so when the agent do not pay attention and not clear the cc field, 

> the answer ticket is sent to the queue again...)

> 

>  

> 

> I'm very confused about this and researched all the config options, 

> but I can not find any option to control this.

> 

>  

> 

> anyone???

> 

>  

> 

> regards,

> 

> Peter van Beugen

> 

>  

> 

> -

RE: [otrs] compose answer: cc-field is auto-filled ??

[Peter van Beugen]

OTRS dev's:
I think there is an OTRS bug somewhere, but I can't address it.
How to deal with this? 
Regards,
Peter van Beugen

-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Shawn Beasley
Verzonden: maandag 31 maart 2008 14:37
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] compose answer: cc-field is auto-filled ??

Hi Peter,
>
> Anyone an idea??
>
>  
>
>  
>
> *Van:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *Namens 
> *Peter van Beugen
> *Verzonden:* donderdag 27 maart 2008 22:30
> *Aan:* otrs@otrs.org
> *Onderwerp:* [otrs] compose answer: cc-field is auto-filled ??
>
>  
>
> Hi,
>
>  
>
> I have a few OTRS installations (2.2.5) and with two I have a strange
> problem:
>
> when I answer a ticket by using one of the "compose answer" links I 
> have, the CC field of the ticket is auto-filled with the original "TO"
> email address.
>
> (so when the agent do not pay attention and not clear the cc field, 
> the answer ticket is sent to the queue again...)
>
>  
>
> I'm very confused about this and researched all the config options, 
> but I can not find any option to control this.
>
>  
>
> anyone???
>
>  
>
> regards,
>
> Peter van Beugen
>
>  
>
> --
> --
>
> ___
> OTRS mailing list: otrs - Webpage: http://otrs.org/
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> Support or consulting for your OTRS system?
> => http://www.otrs.com/
What does the output from the Plain view look like? There is a link in the 
article tree that you can click on. If there is a cc set there, then it will be 
set when answering per email template.

--
Shawn Beasley
((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg
Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
  http://www.otrs.com/ :: Communication with success!


Geschäftssitz: Bad Homburg
Amtsgericht Bad Homburg, HRB 10751
Steuernummer: 003/240/97521

Aufsichtsratsvorsitzender: Burchard Steinbild
Vorstandsvorsitzender: André Mindermann


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RE: [otrs] compose answer: cc-field is auto-filled ??

[Peter van Beugen]

I understand that, but ther is NO cc in the original email
(email are sent from a webform)
 
I dubbelchecked by sending an email from my (outlook) email client as wel:
same problem !
 
I just checked again in the queue view: no CC
I checked in the database/ticket table: no CC
 
 



Van: [EMAIL PROTECTED] namens Shawn Beasley
Verzonden: ma 31-3-2008 14:37
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] compose answer: cc-field is auto-filled ??



Hi Peter,
>
> Anyone an idea??
>
> 
>
> 
>
> *Van:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *Namens
> *Peter van Beugen
> *Verzonden:* donderdag 27 maart 2008 22:30
> *Aan:* otrs@otrs.org
> *Onderwerp:* [otrs] compose answer: cc-field is auto-filled ??
>
> 
>
> Hi,
>
> 
>
> I have a few OTRS installations (2.2.5) and with two I have a strange
> problem:
>
> when I answer a ticket by using one of the "compose answer" links I
> have, the CC field of the ticket is auto-filled with the original "TO"
> email address.
>
> (so when the agent do not pay attention and not clear the cc field,
> the answer ticket is sent to the queue again...)
>
> 
>
> I'm very confused about this and researched all the config options,
> but I can not find any option to control this.
>
> 
>
> anyone???
>
> 
>
> regards,
>
> Peter van Beugen
>
> 
>
> 
>
> ___
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
> Support or consulting for your OTRS system?
> => http://www.otrs.com/
What does the output from the Plain view look like? There is a link in
the article tree that you can click on. If there is a cc set there, then
it will be set when answering per email template.

--
Shawn Beasley
((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg
Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
  http://www.otrs.com/ :: Communication with success!


Geschäftssitz: Bad Homburg
Amtsgericht Bad Homburg, HRB 10751
Steuernummer: 003/240/97521

Aufsichtsratsvorsitzender: Burchard Steinbild
Vorstandsvorsitzender: André Mindermann




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RE: [otrs] compose answer: cc-field is auto-filled ??

[Peter van Beugen]

Anyone an idea??

 

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Peter
van Beugen
Verzonden: donderdag 27 maart 2008 22:30
Aan: otrs@otrs.org
Onderwerp: [otrs] compose answer: cc-field is auto-filled ??

 

Hi,

 

I have a few OTRS installations (2.2.5) and with two I have a strange
problem:

when I answer a ticket by using one of the "compose answer" links I
have, the CC field of the ticket is auto-filled with the original "TO"
email address.

(so when the agent do not pay attention and not clear the cc field, the
answer ticket is sent to the queue again...)

 

I'm very confused about this and researched all the config options, but
I can not find any option to control this.

 

anyone???

 

regards,

Peter van Beugen

 

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RE: [otrs] Print output - HTML instead of PDF?

[Peter van Beugen]

or try another much much faster (free) PDF reader:
http://www.foxitsoftware.com/
 
regards,
Peter
 



Van: [EMAIL PROTECTED] namens Nick Bright
Verzonden: vr 28-3-2008 18:58
Aan: User questions and discussions about OTRS.org
Onderwerp: [otrs] Print output - HTML instead of PDF?



Is it possible to change the output of the "Print" functionality
(specifically I think it's AgentTicketPrint) back to HTML? My previous
install of OTRS generated a printer friendly HTML page when the print
function was called; I would prefer to have that type of output because
it is much faster than generating a PDF.

By faster I mean, on workstations you don't have to wait for Adobe
Bloatware Reader to open up just to click print.

I've dug on Config.pm and Defaults.pm, I don't see any configuration
items relating to the type of printing output, and it's not obvious to
my non-programmer brain how to change it in the actual
AgentTicketPrint.pm module (or even if that's the appropriate place to
change something.)

Thanks in advance,

--
---
- Nick Bright
   Network Administrator
   Terra World
   Tel 888-332-1616 x 315
   Fax 620-332-1201
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[otrs] compose answer: cc-field is auto-filled ??

[Peter van Beugen]

Hi,
 
I have a few OTRS installations (2.2.5) and with two I have a strange problem:
when I answer a ticket by using one of the "compose answer" links I have, the 
CC field of the ticket is auto-filled with the original "TO" email address.
(so when the agent do not pay attention and not clear the cc field, the answer 
ticket is sent to the queue again...)
 
I'm very confused about this and researched all the config options, but I can 
not find any option to control this.
 
anyone???
 
regards,
Peter van Beugen
 
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RE: [otrs] multiple email in one queue

[Peter van Beugen]

this is no problem at all
you van define as much PostMasterPop3 accounts as you wish and route the to the 
queue of your choice
 
regards,
Peter 



Van: [EMAIL PROTECTED] namens sharif islam
Verzonden: do 27-3-2008 14:49
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] multiple email in one queue



On Thu, Mar 27, 2008 at 6:58 AM, Arnold Ligtvoet
<[EMAIL PROTECTED]> wrote:
>
> > -Original Message-
>  > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf
>  Of
>  > sharif islam
>  > Is it possible to assign multiple email addresses to one queue?
>
>  Depends on incoming or outgoing is intended. We use multiple addresses
>  that all handle incoming tickets in one queue (support/sales/porting go
>  to 1 queue). Outgoing messages (sent from one queue) cannot have
>  different addresses per subject. We've solved this by creating multiple
>  sub-queues within the main queue. All of the sub-queues then have their
>  own email address.

incoming. I also have sub-queues. But we want email1 and email2, both
going into the main queue. Another user mentioned aliases, but I
thought it needs to be a proper email account, not an alias.

--s
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RE: [otrs] New user add problem

[Peter van Beugen]

Resolve your DNS problem of disable the MX record check in OTRS (in Config.pm):

B.1.1.14. CheckMXRecord

Description

Value

Description:

Check the MX record of email addresses before sending an email?

Group:

Framework

SubGroup:

Core

Valid:

1

Required:

1

Config-Setting:

$Self->{'CheckMXRecord'} =  '1';

 

 

à  $Self->{'CheckMXRecord'} =  '0';

 

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Aysel Pamuk
Verzonden: dinsdag 11 maart 2008 11:06
Aan: otrs@otrs.org
Onderwerp: [otrs] New user add problem

 

 

I have installed OTRS 2.2.5 .

 

I want to add a new user bt received the error:

Email address ([EMAIL PROTECTED]) not valid (invalid [EMAIL PROTECTED] (DNS 
problem: no nameservers)! )! 

 

What should I do?

 

Thanks in afvance,

Aysel Pamuk

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RE: [otrs] User interface does not list users

[Peter van Beugen]

this is new functionality
you will have to "search" for users
a * will do...
 
if you have a lot of users, this is a nice feature
 
regards,
Peter



Van: [EMAIL PROTECTED] namens Jonathan Larsen
Verzonden: wo 27-2-2008 20:21
Aan: User questions and discussions about OTRS.org
Onderwerp: [otrs] User interface does not list users



We just upgrade to the latest version of OTRS.  Our database imported
just fine without error.  One thing we've noticed though is when we
click on Admin->Users it doesn't list a single user not even
[EMAIL PROTECTED]  Since the database import I am able to log in with the
user I used from our previous version of OTRS(it exists on a separate
machine).

Any ideas why this is?  Oh and if I search for myself, I am found.
Also, if I click on users<->groups, it does list the users there.
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RE: [otrs] Can't find information regarding [compose answer: email]

[Peter van Beugen]

In the Admin Area you can create Responses
Bind these Responses to Queues and they will appear under "Compose
Aswer" !
Regards,
Peter van Beugen


-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Craig
Meirick
Verzonden: donderdag 21 februari 2008 15:39
Aan: oTRS@otrs.org
Onderwerp: [otrs] Can't find information regarding [compose answer:
email]

Hi,

Our college has been using OTRS for a couple of weeks now. We have all
been excited 
to see how much OTRS can do and are grateful to the programmers that
came up with 
such a robust system. We have many options customized to our own needs.
One of 
which is emails coming into our help desk. We have a separate queue for
email tickets 
coming in and it has been tested and is ready for implementation. One
last, yet 
important question I have is how to efficiently reply to these email
tickets after they are 
created. I see this section [Compose Answer: Email], directly underneath
this is blank. 
Is there someway to get a link there to reply to an email ticket? I
think there is probably 
an easy config to get this but I could be wrong.

Thanks in advance.

>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>
Craig Meirick, Help Desk/PC Support -- [EMAIL PROTECTED]
Northeast Iowa Community College -- http://www.nicc.edu

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RE: [otrs] A form per queue. Is it possible?

[Peter van Beugen]

I think I understand your problem. I have the same.
For me it works to save the webform data into a separate mysql db/table
I run my webform data statistics form there. I use OTRS to answer, manage and 
report the reponse of the tickets.
Regards,
Peter van Beugen


-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Daniele
Verzonden: donderdag 21 februari 2008 14:02
Aan: User questions and discussions about OTRS.org
Onderwerp: RE: [otrs] A form per queue. Is it possible?

Thank you all.

> > The problem I see is that I don't have required information into ORTS 
db (useful for future/needed data analysis).

>  I'm not sure what you mean.

At the end of the story I would like to use OTRS to store all information.
I would find a way to store data inside OTRS database as well I store 
each field into OTRS database if I use
TicketFreeKey_n
TicketFreeText_n

>  You misunderstand. You will *not* use the forms provided with OTRS.
>  You will create your *own* forms in Perl, PHP, .Net or whatever fancy
>  programming tool the kids use these days.

no, I understood you very well, I believe.
The problem I see is the one I described just now in this same message.
If I create forms from outside OTRS I will not populate OTRS db but only 
OTRS email messages.
Informations will be into email messages, not into a db, not into 
the OTRS db.
I am going to fail during statistics!!

In order to build a workaround I was thinking to make more than one 
installation and to send the user to fill the OTRS form within the right 
installation. But also this solution can't work.
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RE: [otrs] Otrs 2.2.4 - FAQ

[Peter van Beugen]

Are you member with rw rights of the FAQ group ??

 

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens
Fabricio Cruz
Verzonden: donderdag 14 februari 2008 13:44
Aan: otrs@otrs.org
Onderwerp: [otrs] Otrs 2.2.4 - FAQ
Urgentie: Hoog

 

Hi ,

 

I am trying to add an article without success, I do not see no option to
make this. They can help me?

 

PS: it forgives my English, it is very bad

 

TKS

 

 

Fabricio

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RE: [otrs] Monthly overview

[Peter van Beugen]

Something like this? :

 

SELECT

ticket.tn,

queue.id,

queue.name,

groups.id,

groups.name,

ticket_state.id,

ticket_state.name,

ticket.change_time

FROM

ticket

Inner Join ticket_state ON ticket.ticket_state_id = ticket_state.id

Inner Join queue ON ticket.queue_id = queue.id

Inner Join groups ON groups.id = queue.group_id

WHERE

year(ticket.change_time) =  2008 AND

month(ticket.change_time) =  2

ORDER BY

ticket_state.id ASC

 

 

regards,

Peter van Beugen

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens  ?
Verzonden: woensdag 13 februari 2008 12:08
Aan: 'User questions and discussions about OTRS.org'
Onderwerp: [otrs] Monthly overview

 

Hi, I'm trying to make a monthly overview statistics template. What I need, is 
a list of all tickets available in a specific month sorted by their status, no 
matter when they were created. E.g. on the last day of a month I have 30 total 
tickets open(available for work) and during the month I closed... lets say 
another 30. All of them were created in different queues, and most of them were 
created in the month before, or even earlier. How can I generate a list of 
(open, closed, new) tickets in THIS month, no matter when they were created?

 

I tried different things, like opened date, closed date in the stat module... 
but they only work for tickets in the month that they were created. SO if a 
ticket was created in January, but closed in February, it will be shown as a 
January closed ticket... so it doesn't work for me.

 

Any help will be appreciated.

 

Best regards,

Alexander

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RE: [otrs] Feature Question

[Peter van Beugen]

  

Do you use mysql 5?

 

Regards, Peter

 

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Damian
Williams
Verzonden: maandag 11 februari 2008 17:09
Aan: 'User questions and discussions about OTRS.org'
Onderwerp: RE: [otrs] Feature Question

 

Thanks for that

 

Problem is that the Generic Agent appears to run tasks at specific times
rather than in bands of time.

 

Peter's suggestion of doing it from outside OTRS sounds interesting but
a bit beyond my abilities.  Could you set a script to run every 5 min
and change the owner of the ticket to a specific person depending on
what time of day it was?

 

Damian

 

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Peter van Beugen
Sent: 11 February 2008 11:23
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Feature Question

 

I think a few GenericAgent job will do the trick for you

 

You can also do it outside OTRS with a MySQL trigger (from mysql 5.x)

I think the only value you have to change is the queue_id in the ticket
table. I did this a few times manually (had to move a bunch of tickets
to another queue) and it did the trick for me. When you move a ticket to
another queue in OTRS, this is what happens.

It is quicker then a GenericAgent job and much less system overhead, but
it requires better maintenance and documentation.

 

Regards,

Peter

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Damian
Williams
Verzonden: zondag 10 februari 2008 23:55
Aan: otrs@otrs.org
Onderwerp: [otrs] Feature Question

 

Hi Everyone

 

Sorry to lower the tone and ask a really simple question but I have
looked for the answer and can't find it.

 

 

I want a ticket system that will allow me to allocate new tickets to
different staff members based on a timetable (so Monday morning it goes
to Staff1, afternoon to Staff2, every night to Staff3 etc).  Staff
members need to be notified of new tickets and I'd still want further
escalation if a query isn't answered within a set time.

 

 

Will OTRS do this?  I have looked at loads of commercial options and
open source and not found anything that can do it.  Would be nice to
have a reasonably easy to use interface for changing the 'timetable'.

 

Thanks

 

Damian

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RE: [otrs] Feature Question

[Peter van Beugen]

Or you create the tickets in a General Staff queue and create 3 jobs and
let :
GenericAgent job 1 run every 10 minutes from 05h (?) till 12h and move
the tickets to Staff 1 queue
GenericAgent job 2 run every 10 minutes from 12h till 18h and move the
tickets to Staff 2 queue
GenericAgent job 3 run every 10 minutes form 18h till 05h and move the
tickets to Staff 3 queue

Regards,
Peter


-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Nils
Breunese (Lemonbit)
Verzonden: maandag 11 februari 2008 17:31
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] Feature Question

Damian Williams wrote:

> Problem is that the Generic Agent appears to run tasks at specific  
> times rather than in bands of time.

You could run the jobs when the shifts change. Any tickets left from  
the afternoon shift could be re-assigned to the evening staff at a  
particular time for instance.

To automatically assign the tickets to agents based on the time of day  
you could use PostMaster filters:
http://doc.otrs.org/2.2/en/html/x1269.html#email-receiving-filter

Nils Breunese.
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RE: [otrs] Feature Question

[Peter van Beugen]

  

I think a few GenericAgent job will do the trick for you

 

You can also do it outside OTRS with a MySQL trigger (from mysql 5.x)

I think the only value you have to change is the queue_id in the ticket
table. I did this a few times manually (had to move a bunch of tickets
to another queue) and it did the trick for me. When you move a ticket to
another queue in OTRS, this is what happens.

It is quicker then a GenericAgent job and much less system overhead, but
it requires better maintenance and documentation.

 

Regards,

Peter

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Damian
Williams
Verzonden: zondag 10 februari 2008 23:55
Aan: otrs@otrs.org
Onderwerp: [otrs] Feature Question

 

Hi Everyone

 

Sorry to lower the tone and ask a really simple question but I have
looked for the answer and can't find it.

 

 

I want a ticket system that will allow me to allocate new tickets to
different staff members based on a timetable (so Monday morning it goes
to Staff1, afternoon to Staff2, every night to Staff3 etc).  Staff
members need to be notified of new tickets and I'd still want further
escalation if a query isn't answered within a set time.

 

 

Will OTRS do this?  I have looked at loads of commercial options and
open source and not found anything that can do it.  Would be nice to
have a reasonably easy to use interface for changing the 'timetable'.

 

Thanks

 

Damian

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RE: [Spam] Re: [otrs] I lost all admin power into OTRS!!!

[Peter van Beugen]

config.pm: it looks like a default otrs/mysql installation
as you cannot find the otrs db in mssql: is it possible that a mysql server is 
running on this machine?
 
regards,
Peter
 



Van: [EMAIL PROTECTED] namens BCWINFO
Verzonden: za 9-2-2008 20:47
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [Spam] Re: [otrs] I lost all admin power into OTRS!!!


Ok LQ.
 
I have edited Config.pm:
 
  # database settings#
#  #
# DatabaseHost
# (The database host.)
$Self->{'DatabaseHost'} = 'localhost';
# Database
# (The database name.)
$Self->{'Database'} = 'otrs';
# DatabaseUser
# (The database user.)
$Self->{'DatabaseUser'} = 'otrs';
# DatabasePw
# (The password of database user. You also can use bin/CryptPassword.pl
# for crypted passwords.)
$Self->{'DatabasePw'} = 'hot';
# DatabaseDSN

I think that this tells me that the name of my database is really OTRS as I 
thought. Right?
 
However, unhappily, I still could not find it into SQL Querry Analizer.
 
What a hell!
 
On Feb 9, 2008 3:39 AM, LQ Marshall <[EMAIL PROTECTED]> wrote:


The database could be named nearly anything.  If you have access to 
OTRS files the database is referenced in the Config.pm   
file (it's in the Kernel dir).  Don't know if the win32 version uses the same 
structure though.
 
Probably will have to look for the DB name and then go back to Query 
analyzer.  You may also have the Enterprise admin tool (which may be described 
as QA on steroids).
 
LQ


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RE: [otrs] I lost all admin power into OTRS!!!

[Peter van Beugen]

Can you still login as the default admin user (userid =1)?

Do you have access to the MySQL tables?

 

I believe the admin rights can be reset by changing a value in the
group_user table

The default admin user_id = 1

The default admin group = group_id = 2

 

In the group_user table

User_id = 1 must have a value with

Group_id = 2  and

"rw" in the permission_key field

 

Regards,

Peter

 

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens BCWINFO
Verzonden: vrijdag 8 februari 2008 12:20
Aan: otrs@otrs.org
Onderwerp: [otrs] I lost all admin power into OTRS!!!

 

Hello everyone!

 

I'm having a lot of fun with OTRS. Very useful system to our company.
But now I have a little problem. Changing a lot of permissions (Groups,
Roles, etc.) I lost the option Admin with all users. Is there any way to
recover this option?

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RE: [otrs] add cc/bcc in all agents replies

[Peter van Beugen]

Use the  OTRS 
$Self->{'SendmailBcc'} =  '' function
See the documentation
http://doc.otrs.org/2.2/en/html/a2644.html#Framework

B.1.9.7. SendmailBcc
Description Value
Description:Send all outgoing email via bcc to the specified address. 
Please use this only for backup reasons!
Group:  Framework
SubGroup:   Core::Sendmail
Valid:  1
Required:   0
Config-Setting: 

 $Self->{'SendmailBcc'} =  '';

Regards,
Peter

-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Mike Lykov
Verzonden: woensdag 30 januari 2008 10:34
Aan: otrs@otrs.org
Onderwerp: [otrs] add cc/bcc in all agents replies

Hi all.

Who use archiving outgoing emails?

We have a OTRS 2.2.4 install, and it works good. 
Tickets creating, autoanswers sending, agents replying ;)

But, for archive reasons, we are want to collect all agent's replies in 
archive box -  all letters, sended by agents, also sending to that special 
mailbox.

how to do this?
1. use "sendmail_bcc" feature.
when i use it, it sends ALL letters, including autoreplies, to archive 
mailbox. it's not correct.

2. add that archive email in template, when agent press on "answer" - cc or 
bcc field contain needed email already.
It is suitable, but editing templates not described in any documentation. 
(only http://doc.otrs.org/developer/2.2/en/html/c494.html i can find, but 
don't know which template i need to edit and how)
Or it may be conceprually incorrect by design.

3. patch the code in Email.pm around

if ($Self->{SendmailBcc}) {
push (@ToArray, $Self->{SendmailBcc});
$To .= ", $Self->{SendmailBcc}";
}

 - not to push this if letter are autoanswer.
(autoanswer contains "X-Loop: yes" header, but can use this here?)

4. Your method?

-- 
Mike Lykov
System Administrator
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RE: [otrs] System Error

[Peter van Beugen]

did you check if you have installed all the perl modules?
~otrs/bin/otrs.checkModules
 



Van: [EMAIL PROTECTED] namens Alexis Gingras
Verzonden: za 19-1-2008 5:23
Aan: User questions and discussions about OTRS.org
Onderwerp: [otrs] System Error


Hi ,
I would like to try otrs but I never been able to make my installation work. My 
new error is :


Software error:

Got no TicketObject! at ../..//Kernel/Output/HTML/NavBarModuleAdmin.pm line 30.

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


I get this right after I log in with the default user [EMAIL PROTECTED]  In 
otrs log file i have : 
[Fri Jan 18 22:48:28 2008][Notice][Kernel::System::Auth::DB::Auth] User: [EMAIL 
PROTECTED] authentication ok (REMOTE_ADDR: 127.0.0.1).
 And in the apache log : 
[Fri Jan 18 22:48:30 2008] [error] [client 127.0.0.1] [Fri Jan 18 22:48:30 
2008] index.pl: Subroutine Load redefined at (eval 38) line 4., referer: 
http://127.0.0.1/otrs/index.pl
[Fri Jan 18 22:48:35 2008] [error] [client 127.0.0.1] [Fri Jan 18 22:48:35 
2008] index.pl: Subroutine Load redefined at (eval 1190) line 4., referer: 
http://127.0.0.1/otrs/index.pl
[Fri Jan 18 22:48:35 2008] [error] [client 127.0.0.1] [Fri Jan 18 22:48:35 
2008] index.pl: Subroutine Load redefined at (eval 38) line 4., referer: 
http://127.0.0.1/otrs/index.pl
[Fri Jan 18 22:48:38 2008] [error] [client 127.0.0.1] [Fri Jan 18 22:48:38 
2008] index.pl: Got no TicketObject! at 
../..//Kernel/Output/HTML/NavBarModuleAdmin.pm line 30., referer: 
http://127.0.0.1/otrs/index.pl
So if anyone can help me here PLEASE!!! 
Thanks 
-- 
Alexis Gingras



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RE: [otrs] Installation problem ?

[Peter van Beugen]

Work-arounds:

-  Install older perl modules on Fedora 7 (already figured out in this 
list)

-  Use Fedora Core 6

-  Use OTRS CVS version

-  Wait for 2.2.5... (I think -and hope- it will be released this 
month)

 

Regards,

Peter van Beugen

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Alexis Gingras
Verzonden: dinsdag 15 januari 2008 19:44
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] Installation problem ?

 

Yeah,
After some research I saw that otrs add some problem with perl ­>=5.8.25. But I 
didn't saw any workaround or any release date for otrs 2.2.5. Does anyone know 
it? 
Thanks

2008/1/15, Peter van Beugen <[EMAIL PROTECTED]>:

I think I read a thing about Fedora 7/8 and the new perl modules which are the 
problem

This bug is fixed in the upcoming 2.2.5 release:

- (2008/01/03) Fixed bug# 2491 - OTRS crash's after initial login on fresh

installation on fedora 7, fedora 8, altlinux and ActiveState Perl on win32.

See:

http://cvs.otrs.org/viewvc.cgi/otrs/CHANGES?revision=1.545&view=markup 
<http://cvs.otrs.org/viewvc.cgi/otrs/CHANGES?revision=1.545&view=markup>  

Regards,

Peter van Beugen

-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [ mailto:[EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> ] 
Namens Lars Jørgensen
Verzonden: dinsdag 15 januari 2008 13:52
Aan: otrs@otrs.org
Onderwerp: RE: [otrs] Installation problem ?

> If the Fedora package is not working for you, you might want 

> to file a bug in Fedora's bug tracker. The current version of OTRS is 2.2.4, 
> I  

> believe Fedora 7 has 2.1.5. There are RPMs available on otrs.org .

Let me sugggest a manual installation. I did it with absolutely no OTRS 
experience just by following the instructions on otrs.org. This way you'll be 
running the latest release and you end up knowing a little bit about OTRS in 
the process.

I installed it on a Debian stable if that's any help for you.

 

-- 

Lars

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=http://www.otrs.com/


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-- 
Alexis Gingras



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RE: [otrs] Installation problem ?

[Peter van Beugen]

I think I read a thing about Fedora 7/8 and the new perl modules which are the 
problem
This bug is fixed in the upcoming 2.2.5 release:
- (2008/01/03) Fixed bug# 2491 - OTRS crash's after initial login on fresh
installation on fedora 7, fedora 8, altlinux and ActiveState Perl on win32.

See:
http://cvs.otrs.org/viewvc.cgi/otrs/CHANGES?revision=1.545&view=markup


Regards,
Peter van Beugen

-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Lars Jørgensen
Verzonden: dinsdag 15 januari 2008 13:52
Aan: otrs@otrs.org
Onderwerp: RE: [otrs] Installation problem ?

> If the Fedora package is not working for you, you might want 
> to file a bug in Fedora's bug tracker. The current version of OTRS is 2.2.4, 
> I  
> believe Fedora 7 has 2.1.5. There are RPMs available on otrs.org.

Let me sugggest a manual installation. I did it with absolutely no OTRS 
experience just by following the instructions on otrs.org. This way you'll be 
running the latest release and you end up knowing a little bit about OTRS in 
the process.

I installed it on a Debian stable if that's any help for you.


-- 
Lars
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RE: [otrs] Version update

[Peter van Beugen]

 

There is an OTRS 2.2.4 (Fedora) rpm

You can uninstall your Fedora rpm and download and install the OTRS rpm

You will have to upgrade the database schema, but that all is documented
and scripts are supplied with the OTRS rpm

 

I use Fedora as well and just use the latest OTRS rpm's

Works all without any problems

 

Regards,

Peter

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Nuno
Miguel Neves
Verzonden: woensdag 9 januari 2008 16:52
Aan: otrs@otrs.org
Onderwerp: [otrs] Version update

 

Hello.

 

I'm running Fedora Core 4 and yes, I do regular backups. J

 

I suppose the database is independent of the rpm, so maybe I'll try to
use the source package, because I don't have a newer rpm.

 

Do you think the scripts will do it from such a different version?

 

Thank you,

 

Nuno

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RE: [otrs] phone ticket - no email

[Peter van Beugen]

Create a "dummy" client or use dummy email address


-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Steve
Clark
Verzonden: dinsdag 8 januari 2008 15:08
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] phone ticket - no email

Steve Clark wrote:
> Hello List,
> 
> How do I create phone ticket when the orginator has no email address. 
> OTRS will not
> let me create a ticket with the "From" field empty.
> 
> Thanks,
> Steve

I guess I'll ask this a different way. How do people handle a phone in 
ticket when the
caller doesn't have an email address?

Thanks,
Steve
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RE: [otrs] Getting emails from a Gmail account

[Peter van Beugen]

Do you run OTRS on a Linux box?
You can use the powerful features of Fetchmail then
Regards, Peter



-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens
[EMAIL PROTECTED]
Verzonden: vrijdag 7 december 2007 15:52
Aan: [EMAIL PROTECTED]
CC: otrs@otrs.org
Onderwerp: [otrs] Getting emails from a Gmail account

> The report can be as simple as explaining you are unable to retrieve
> emails from Gmail...

Done!
http://bugs.otrs.org/show_bug.cgi?id=2569


> It is my opinion that every system
> needs a capable system administrator.

That would be in a perfect world, though...
;-)

Actually, we do not even have a "system" here: just tons of people
write to us, and we need to answer those emails, somehow.


> If your system doesn't have a capable one, then you
> might have bigger problems than not being able to fetch mail from
> Gmail.

Yes, I agree.
Here is why I'd prefer to have all the mail go first to a Gmail
account which, whatever might happen locally to my pc, will reliably
keep all data and thanks to its search functions is quite practical in
case of need. Whatever happens, we could always "downgrade" into using
Mozilla Thunderbird and the whole archive of incoming and outgoing
email would be safe inside Gmail.
Then I would simply gather the incoming mail, answer them with the
powerful features of Otrs (filters, queues, preformatted answers,...)
and silently store a copy as bcc: to Gmail again.
But connecting to Gmail, which as an example in Mozilla Thunderbird is
a matter of seconds, seems an incredibly overwhelming task on Otrs.

At the same time, it seems that such IMAP thing is even better, but
again documentation on what it is, how it works and how to use it, are
absolutely cryptic.

Luigi
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RE: [otrs] Practical Examples... Locking?

[Peter van Beugen]

Yes, you can
Make a Group for each person



-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Kris Jacobs
Verzonden: dinsdag 27 november 2007 14:23
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] Practical Examples... Locking?

Ah, I just formulated some further thought:

Could I simply create 1 queue per agent?

That way, in this IT department, there would be one 'main' queue, and
when a ticket is assigned or when someone takes ownership of the ticket,
it is moved to an agent's individual queue.
The department manager should always be able to view ALL tickets in ALL
queues.

I have a 4 person + 1 contractor Information Technology Department
here.  This would probably be pretty simple to implement and manage I
think.

Would OTRS support this sort of scenario?

I think the main thing I'm missing or not understanding from the
documentation is Practical Working Examples.

Are there any Configuration or Structure Examples, some Practical
Working Scenarios documented somewhere?

Thanks!

-Kris Jacobs

PS:
Oh wow, Bad Homburg!
I spent a few years, from '89 to '93, in Babenhausen.
I *loved* the country and the people!   :)



>>> Shawn Beasley <[EMAIL PROTECTED]> 11/27/2007 02:10 >>>
Dear Kris,

> I still do not understand what is meant by "locking" a ticket.
> 
> I do not understand why a ticket would be locked, unlocked, or what
either of those terms mean in the context of an OTRS ticket.

A ticket lock is there to remove a ticket from the main queue (make it
invisible) so that two agents are not busy working on the same ticket.
As well a ticket will be locked when an answer is sent per email. It
makes sense because the agent who was working on the ticket (send the
email) is sometimes waiting on an answer. This prevents doubled
efforts
on one ticket.

When the ticket is locked it is visible in the locked tickets section
(uppper right hand section of the agent screen)

The ticket is unlocked when it is visible in the queue structure. This
alarms all agents who have this queue selected, or who navigate to
this
queue, that the ticket is free and needs to be attended 

I hope I have helped you.

If you need detailed training in OTRS, feel free to contact us.


((enjoy))

Shawn Beasley

-- 
((otrs)) :: OTRS AG :: Europaring 4 :: 94315 Straubing
Fon: +49 (0)9421 56818 0 :: Fax: +49 (0) 9421 56818 18
  http://www.otrs.com/ :: Communication with success!


Geschäftssitz: Bad Homburg
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RE: [otrs] RE: Counting responses used

[Peter van Beugen]

Hi Tabitha,

Unfortunatly this is not possible

I would love this feature too 

There are some pretty good changens made to the FAQ module recently, which I 
have not been able to test all the way

But OTRS doesn't "count" the used response so far, but only copies its content 
in the email response

It should not be too hard to implement, but it is not there at the moment

Regards,

Peter




Van: [EMAIL PROTECTED] namens Tabitha Stang
Verzonden: do 15-11-2007 10:48
Aan: otrs@otrs.org
Onderwerp: [otrs] RE: Counting responses used



Hi Peter,

Thanks very much for your reply!

Unfortunately something seems to be wrong and I got no text other than a
link.  Could you please resend your message?

Thanks again!
Tabitha


Message: 2
Date: Wed, 14 Nov 2007 17:21:59 +0100
From: "Peter van Beugen" <[EMAIL PROTECTED]>
Subject: RE: [otrs] Counting responses used
To: "User questions and discussions about OTRS.org" 
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RE: [otrs] IRC integration

[Peter van Beugen]

Not done this with OTRS, but we did some things with the MySQL 5 Trigger
functions
So maybe you can define a trigger on the database/table?
Regards,
Peter


-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Marius
Flage
Verzonden: dinsdag 16 oktober 2007 21:11
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] IRC integration

Andy Lubel wrote:
> Haha how do you come up with these!
> 
> IRC bot? Otrs talks SOAP I think.

Yeah, but that's the other way. I want the OTRS system to "announce" to
some external file/service/socket every time certain things in the
system happens. Basically just like when sending an e-mail when a new
ticket is creating a queue. But I want to extend this and add a hook
every time some action gets done in the system.

One example would be to announce actions like new, locked, unlocked and
closed.

Has anyone done anything like this?

Marius
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RE: [otrs] how to access from another pc?

[Peter van Beugen]

Do you have a firewall running on the OTRS machine?

Did you allow port 80?

 

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens hamood
Iqbal
Verzonden: woensdag 10 oktober 2007 10:48
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] how to access from another pc?

 


the apache service is running as it opening the otrs page on the local
machine

On 10/10/07, Emily Flynn < [EMAIL PROTECTED]
 > wrote:

 

Have you checked Apache is running?  It sometimes stops for me, so you
might just check that in the services of the localhost?



From: [EMAIL PROTECTED] [mailto: [EMAIL PROTECTED]
 ] On Behalf Of hamood Iqbal
Sent: 10 October 2007 09:32
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] how to access from another pc?

 

http://172.30.72.147/otrs/index.pl 

is the url on the machine i have installed otrs 

and from the current machine i want to access it

it does not open any thing 



On 10/10/07, Marius Flage <[EMAIL PROTECTED]> wrote:

hamood Iqbal skrev:
> i am new to OTRS.
>
> please guide me how to access OTRS form another pc not from localhost.

Just enter the ip address of the remote computer into your browser. E.g.
if the machine running otrs is 192.168.1.45, enter that ip into your
browser. Of course you also need to apply the path to the
otrs-installation. Usually that's "otrs", so the full url will look
something like this:

http://192.168.1.45/otrs/

But this really depends on your installation. Just compare the url
entered with localhost and apply some logic.

Good luck!

- Marius
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RE: [otrs] Bulk Action: How to Remove The Annoying Alert Box

[Peter van Beugen]

Just see the manual:


B.2.10.19. Ticket::Frontend::BulkFeatureJavaScriptAlert

Description

Value

Description:

Show java script popup if a ticket is selected for bulk action?

Group:

Ticket

SubGroup:

Frontend::Agent

Valid:

1

Required:

1

Config-Setting:

 
 $Self->{'Ticket::Frontend::BulkFeatureJavaScriptAlert'} =  '1';

 

 

 

Regards,

 

Peter van Beugen

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Harry
Cruz
Verzonden: maandag 1 oktober 2007 16:15
Aan: otrs@otrs.org
Onderwerp: [otrs] Bulk Action: How to Remove The Annoying Alert Box

 

Hello, everyone!

 

Is there a way  to prevent that annoying alert box saying "Ticket
selected for bulk action" everytime a ticket is selected?

 

I don't know about you, but that really pisses me off... 

 

Best regards,

 

Harry Cruz

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RE: [otrs] Stats

[Peter van Beugen]

you should give yourself rights to the "stats" group
the same way as you do to normal groups/queues 
so go to the Admin area, Users <-> Groups

 


Van: [EMAIL PROTECTED] namens Mikkel Nielsen
Verzonden: zo 30-9-2007 8:34
Aan: User questions and discussions about OTRS.org
Onderwerp: [otrs] Stats



Hi list!



When i installed otrs, no my debian i was missing some Gdlib modules
therefore my stats was not working.

I have now install all modules, but i cat find anywhere to enable the stats
i my otrs. How do i do this?


# ./otrs.checkModules
  CGI ... ok
  Date::Pcalc ... ok
 Date::Format ... ok
  DBI ... ok
   DBD::mysql ... ok
  Digest::MD5 ... ok
   LWP::UserAgent ... ok
   IO::Scalar ... ok
 IO::Wrap ... ok
 MIME::Base64 ... ok
  MIME::Tools ... ok
   Mail::Internet ... ok
 Net::DNS ... ok
Net::POP3 ... ok
Net::LDAP ... ok
Net::SMTP ... ok
 Authen::SASL ... ok
   GD ... ok
 GD::Text ... ok
GD::Graph ... ok
 GD::Graph::lines ... ok
  GD::Text::Align ... ok
  XML::Parser ... Ok


BR
Mikkel Robin

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RE: [otrs] Howto move the signature in responses

[Peter van Beugen]

You can do this in config.pm with :

# Format of responses.
# ms_style
$Self->{'Ticket::Frontend::ResponseFormat'} ='$Data{"Salutation"}

$Data{"StdResponse"}

$Data{"Signature"}

$Data{"OrigFrom"} $Text{"wrote"}:
$Data{"Body"}
';

Just move the response parts "around" 

Regards,
Peter van Beugen

-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Mikkel
Nielsen
Verzonden: donderdag 20 september 2007 11:39
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] Howto move the signature in responses

Hi Nils.

Yes i found out about that, bu i need to put the signature on top af the
quoted orginal message.




On 20/09/07 11:33, "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]> wrote:

> Mikkel Nielsen wrote:
> 
>> Im trying to found out how to move the signature up above the quote
>> from the
>> orginal messeges in my responses.
>> 
>> Is there any way to do this.
> 
> You can change the reponses in the admin section:  doc.otrs.org/2.2/en/html/x894.html>.
> 
> Nils Breunese.
> 
> 
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-- 
Med venlig hilsen

Mikkel Robin Nielsen
Support ansvarlig
WorldWeb Interactive A/S
Idyl 9A
DK-6000 Kolding
Tlf: +45 70 213 214
Fax: +45 70 213 215


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RE: [otrs] Question about documentation

[Peter van Beugen]

I use aspell and have done the following in config.pm

 

 

$Self->{'PreferencesGroups'}->{'SpellDict'} =  {

  'Prio' => '5000',

  'Label' => 'Spelling Dictionary',

  'PrefKey' => 'UserSpellDict',

  'Module' => 'Kernel::Output::HTML::PreferencesGeneric',

  'Desc' => 'Select your default spelling dictionary.',

  'Activ' => '1',

  'Data' => {

  'nederlands' => 'Nederlands',

  'deutsch' => 'Deutsch',

  'english' => 'English'

},

  'Colum' => 'Other Options'

};

 

 

# default langauge

# (the default frontend langauge) [default: en]

$Self->{'DefaultLanguage'} = 'nl';

 

# used langauges

# (short name = long name and file)

$Self->{'DefaultUsedLanguages'} = {

#bb => 'Bavarian',

en => 'English',

de => 'Deutsch',

nl => 'Nederlands',

fr => 'Français',

#bg => 'Bulgarian',

#fi => 'Suomi',

#es => 'Español',

#pt_BR => 'Português Brasileiro',

#pt => 'Português',

#it => 'Italiano',

#ru => 'Russian',

#cz => 'Czech',

#pl => 'Polski',

#nb_NO => 'Norsk bokmål',

#nb_SW => 'Svenska',

#hu => 'Hungarian',

#ro => 'Romanian',

#hr => 'Croatian',

#sk => 'Slovak',

#sl => 'Slovenian',

#da => 'Dansk',

#jp => 'jp',

};

 

#Install ispell or aspell on your system, if you want to use a
spellchecker.

#Please specify the path to the aspell or ispell binary on your
operating

#system.

#$Self->{'SpellCheckerBin'} = '/usr/bin/ispell';

$Self->{'SpellCheckerBin'} = '/usr/bin/aspell';

 

#Default spell checker dictionary.

#$Self->{'SpellCheckerDictDefault'} = 'english';

$Self->{'SpellCheckerDictDefault'} = 'nederlands';

 

 

Regards,

Telecom Direct Almere B.V.

 

Peter van Beugen

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens
[EMAIL PROTECTED]
Verzonden: donderdag 20 september 2007 9:52
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] Question about documentation

 

Hi Nils,



From: Nils Breunese (Lemonbit) [mailto:[EMAIL PROTECTED]
To: User questions and discussions about OTRS.org [mailto:[EMAIL PROTECTED]
Sent: Thu, 20 Sep 2007 00:02:39 +0200
Subject: Re: [otrs] Question about documentation

Henry Verbeek wrote:

> I am trying to implement the nl.pm into Otrs but can't find any doc's
> about it.
> The website tells me that it is documented but no luck here.
> Ho can give me an hint or two.
>
> Thnx in advance.

You can set the following in Kernel/Config.pm:

$Self->{DefaultLanguage} = 'nl';

Is that what you mean?

This is part of the problem. I want to use the nl.pm in combination
whith Ispell so spelling is working.
At this moment i can only choose English or Deutsh. I cant seem to find
info about setting it up.

Got any hints?


--
THNX,
Henry Verbeek



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RE: AW: AW: [otrs] Users missing after 2.1.7 to 2.2.1 Upgrade...

[Peter van Beugen]

Did you also update the OTRS database schema? (2.1 -> 2.2)


-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Jeff Shepherd
Verzonden: vrijdag 24 augustus 2007 1:09
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: AW: AW: [otrs] Users missing after 2.1.7 to 2.2.1 Upgrade...

I've completely done a fresh install of OTRS 2.2.2 on FC 6, just 
imported the MySQL stuff and I still don't get any of the below stuff 
back.  Now, under GenericAgent I can select Priorities anymore.

This crap just keep disappearing...

-Jeff

Manuel Ernst wrote:
> Hi Jeff,
>
> For me everything seems to be working fine now (apart from the performance 
> issue mentioned).
>
> What I had to do was to uninstall the old version and move away the old 
> directory /opt/otrs, to create a completely new installation:
> rpm -ivh otrs-2.2.2-01.i386.rpm
>
> Then I copied back Kernel/Config.pm with all settings and installed the 
> database.
>
> Best regards,
> Manuel
>
>
>
> -Ursprüngliche Nachricht-
> Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Jeff Shepherd
> Gesendet: Freitag, 3. August 2007 19:40
> An: User questions and discussions about OTRS.org
> Betreff: Re: AW: [otrs] Users missing after 2.1.7 to 2.2.1 Upgrade...
>
> Hi Manuel,
> Just as an FYI, I have posted a bug on this.  It's bug report 2100.  If 
> you want, you can also log on to the bug tracker and provide some 
> additional information there.
>
> I'm seeing the same thing as you.  The biggest problem with this for me 
> is that I can't modify users.  So I have to take extra care when I add 
> users on so that I don't miss a field or need to change a setting.  The 
> same goes for queues.  I can't modify any queues, they simply don't show up.
>
> -Jeff
>
> Manuel Ernst wrote:
>   
>> Hello,
>>
>> As this is my first post in this list, I shortly want to introduce myself.
>>
>> My name is Manuel Ernst and I work in Switzerland near Basel. At the moment 
>> we use OTRS 1.3 and I am now about to update it on a new SuSE Server 10.2 to 
>> version 2.2.1.
>>
>> It seems that I have the same problem as you have, but when I search for * 
>> all users are displayed. For other views such as "Customer User <-> 
>> Services" this search seems to be set as default.
>>
>> Maybe there is a possibility to change this setting?
>>
>> Best regards,
>> Manuel
>>
>>
>>
>>
>>
>> -Ursprüngliche Nachricht-
>> Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Jeff Shepherd
>> Gesendet: Dienstag, 24. Juli 2007 19:19
>> An: User questions and discussions about OTRS.org
>> Betreff: Re: [otrs] Users missing after 2.1.7 to 2.2.1 Upgrade...
>>
>> Has anyone else seen the same problem?
>>
>> -Jeff
>>
>> Jeff Shepherd wrote:
>>   
>> 
>>> Actually, there are a lot of things missing (email addresses, 
>>> signature, salutation, roles, and groups - in addition to users).  
>>> After I did the upgrade, I ran (from /opt/otrs/scripts/):
>>>
>>> cat DBUpdate-to-2.2.mysql.sql | mysql -f -u root otrs
>>>
>>> This made all of the tickets appear correctly.  Is there another 
>>> update script that I'm supposed to run?
>>>
>>> Thank you again!
>>>
>>> -Jeff
>>>
>>>
>>> Jeff Shepherd wrote:
>>> 
>>>   
 I've just updated my OTRS installation on Fedora 3 and now under 
 Admin -> Users, nothing is listed.  I see the users listed when I go 
 to "Admin Notification" and a few other places, however, I cannot 
 modify the users under the actual "Users" control.

 Any thoughts?

 Thanks!

 -Jeff

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>> -
>> CAUTION - This message may contain privileged and confidential information 
>> intended only for the use of the addressee named above.
>> If you are not the intended recipient of this message you are hereby 
>> notified that any use, dissemination, distribution or reproduction of this 
>> message is prohibited.
>> If you have received this message in error please notify 

RE: [otrs] Database replication

[Peter van Beugen]

it is possible to have master-master replication (which is not the same as a 
MySQL database cluster!)


-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] namens Sébastien Prud'homme
Verzonden: wo 22-8-2007 22:30
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] Database replication
 
I'm not sure you can do this with MySQL or PostgreSQL if you want
write access to the database on every location.

On a master-slave configuration the slave is read-only.
On a master-master (mysql cluster), you need to be on a LAN.

2007/8/22, Adriano Amaral <[EMAIL PROTECTED]>:
> Well MySQL or Postgress do a good job on replication.
>
> check this up
>
> http://www.howtoforge.com/mysql_database_replication- this is a
> Master-Slave, but you can have Master-Master replications (on Mysql)
>
> Good Luck
>
> Adriano
>
> [EMAIL PROTECTED] a écrit:
> > Hi,
> >
> > i'm working for an international operating company and we want to use
> > otrs as our global helpdesk-system. So I need a way to replicate the
> > databases to different location so that every location has the same
> > view, or at least almost. Has anybody done this before and give me a
> > little hint how to accomplish this.
> >
> > Many thanks in Advance
> >
> > Thorsten
> > 
> >
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> --
>
>
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RE: [otrs] Database replication

[Peter van Beugen]

I use MySQL (5.0.x) master-slave replication and it does a great job. But I use 
the slave as a backup server. MySQL 5.1 even promises better replication. 
check: http://dev.mysql.com/doc/refman/5.1/en/mysql-nutshell.html

But I do not understand what you want to accomplish with replicated databases 
as OTRS is pure browser based. IMHO: put the webserver very close to the 
database server and you will have the best performance.
Or are you going tu use multiple distributed webservers?

regards,
Peter van Beugen



-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] namens [EMAIL PROTECTED]
Verzonden: wo 22-8-2007 19:06
Aan: otrs@otrs.org
Onderwerp: [otrs] Database replication
 
Hi,
 
i'm working for an international operating company and we want to use
otrs as our global helpdesk-system. So I need a way to replicate the
databases to different location so that every location has the same
view, or at least almost. Has anybody done this before and give me a
little hint how to accomplish this.
 
Many thanks in Advance
 
Thorsten

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RE: [otrs] OTRS is too slow

[Peter van Beugen]

You just need to use mod_perl !
OTRS needs mod_perl
Performance will not be an issue then...

-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Bc.
Radek Krejca
Verzonden: donderdag 16 augustus 2007 10:13
Aan: otrs@otrs.org
Onderwerp: [otrs] OTRS is too slow

Hello,

  I have problem with otrs which is very slow. I thought the problem
  is in MySQL but now I see the problem is in Perl.

  When I am opening page then processor load is on 100% for about 10
  seconds (sometimes longer).

  I use it on FreeBSD with dual core processor (SMP support is turned
  on).

  I tried to turn on php_mod in apache but there was a problem with
  pictures (I didn't see them) and speed was better but still slow.

  I am very sad that otrs isn't written in php :-(.

-- 
Regards,
 Bc. Radek Krejca
 STARNET, s. r. o.
 [EMAIL PROTECTED]


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RE: [otrs] Location of previous email message bodies.

[Peter van Beugen]

yes it is a config option:
 $Self->{'Ticket::Frontend::ResponseFormat'} =  '$QData{"Salutation"}
$QData{"OrigFrom"} $Text{"wrote"}:
$QData{"Body"}

$QData{"StdResponse"}

$QData{"Signature"}
';
 
regards,
Peter
 



Van: [EMAIL PROTECTED] namens Dan King
Verzonden: di 31-7-2007 20:40
Aan: otrs@otrs.org
Onderwerp: [otrs] Location of previous email message bodies.



Hi list,

 

I really want to move the location of the previous emails message bodies so it 
will be located below the signature from the current email being sent to a 
customer.

 

Does anyone know if there is a way to do this easily?

 

Thanks for any help offered.

 

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



This e-mail message, including any attachments, is for the sole use of the 
intended recipients and may contain confidential and or privileged information. 
 If you are not the intended recipient or this information has been forwarded 
in error, please contact the sender by reply e-mail and destroy copies of the 
original message.  Ce message (incluant toute pièce jointe) s'adresse 
uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le 
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RE: [otrs] The customer survey tool & SYSTEM ADDRESS!!!

[Peter van Beugen]

you can just add one ore more sytem e-mail adresses
and you choose one off those e-mail adresses in the queue set up
so you can have different queues with different respons e-mail adresses
 



Van: [EMAIL PROTECTED] namens Angella Ford
Verzonden: vr 29-6-2007 20:11
Aan: otrs@otrs.org
Onderwerp: [otrs] The customer survey tool & SYSTEM ADDRESS!!!



I'm setting up the OTRS Ticket system at my office at my office as an HELP
Desk system, still trying to figure it out...

I  have a couple of issues:

1.  when i am composing an email to send it keeps giving me the email
address as [EMAIL PROTECTED] can you please let me know were i go to change
this email address, i thought it was in ADMIN::System Address; i put in the
email address i want to use there and made the localhost one invalid but
every time i test the compose or fwd it keeps giving me the [EMAIL PROTECTED]

2. In the Package Manager, i have installed (i think) the survey package, my
question is how do deploy the survey questionair i setup so others can
see/use it?

3. I am running otrs ticket system on a windows xp machine, is there any
drawbacks to this i should be aware of, such as apache server/mysql hangup
on me, have not encountered any such issues yet but they i a have not setup
the entire thing as yet.

Angella

_
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RE: [otrs] Installing Perl Modules during Source installation on Unix

[Peter van Beugen]

Do you have gc / gc++ installed on your system ?

The perl libs must be compiled

 

A while ago I had kind of the same problem. I installed gc and it worked for 
me...

 

Regards,

Peter van Beugen

 

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Dan King
Verzonden: donderdag 28 juni 2007 23:05
Aan: User questions and discussions about OTRS.org
Onderwerp: [otrs] Installing Perl Modules during Source installation on Unix

 

I am trying to add the perl modules in the steps defined in the Unix/Linux 
source installation.

 

I am running into a problem. When I go into cpan using perl -e shell -MCPAN and 
then type install  it doesn't install.

 

At the end of the module installation process I receive the error

 

Writing make file for TimeDate

n  not ok

Running make test

Can't test without successful make

Running make install

Make had returned bad status, install seems impossible

 

Anyone  have suggestions?

 

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



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

 

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RE: [otrs] Grabbing Default Reply Address from Email?

[Peter van Beugen]

I think this is not possible
I had the same problem and I changed our webforms, so the sender of the
e-mail is the customer e-mail address

Regards,
Peter van Beugen

-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens
[EMAIL PROTECTED]
Verzonden: maandag 18 juni 2007 12:52
Aan: OTRS List
Onderwerp: [otrs] Grabbing Default Reply Address from Email?

Hi Guys,

Another question after the last couple, which were very nicely solved
and made
life much easier for us.

At the moment we have a support form that sends us emails from an email
address.
and in this form which is turned into an email it lists a customers
email
address.

Is there any way of getting OTRS to look at the email content, and take
the
value of this part of the mail:

CUSTOMER EMAIL ADDRESS:
[EMAIL PROTECTED]

And change the default reply to address to include this rather than the
webform@
address?

Thanks

Justin

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RE: [otrs] Live chat on OTRS

[Peter van Beugen]

I would love it !

Peter van Beugen

-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Gary
Smith
Verzonden: maandag 21 mei 2007 19:19
Aan: otrs@otrs.org
Onderwerp: [otrs] Live chat on OTRS

Hi OTRS,

I am an OTRS user for many years and its absolutely rock solid and a
very powerful tool.

Has anyone suggested integrating a Live Chat application into this and
using the database back end to create tickets based on chat sessions. We
use MSN for this just now and have to copy and paste the sessions into
otrs to create a log.

I would use it and dump MSN to keep all tickets in 1 place.

Thanks

Gary


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RE: [otrs] my otrs very slow what is the problem ?

[Peter van Beugen]

do you use mod_perl ??
 



Van: [EMAIL PROTECTED] namens Ayhan HACIOGLU
Verzonden: ma 21-5-2007 10:32
Aan: User questions and discussions about OTRS.org
Onderwerp: [otrs] my otrs very slow what is the problem ?



my otrs very slow what is the problem ?

my server info Compaq ML570 2 Xeon CPU 2Gb Ram 3x19 Scsi Hdd





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RE: [otrs] Best Linux to run on

[Peter van Beugen]

Yes, my MySQL db is also external
Regards,
Peter van Beugen


-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Dave
Wojciechowski
Verzonden: zondag 6 mei 2007 2:17
Aan: User questions and discussions about OTRS.org
Onderwerp: RE: [otrs] Best Linux to run on

Mine is external I think van Beugen is too

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Maurice James Ny
Sent: Saturday, May 05, 2007 6:54 PM
To: 'User questions and discussions about OTRS.org'
Subject: RE: [otrs] Best Linux to run on

My DB is on board

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Dave Wojciechowski
Sent: Sunday, April 29, 2007 6:08 PM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Best Linux to run on

Is your db on board or external? 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Maurice James Ny
Sent: Sunday, April 29, 2007 10:51 AM
To: 'User questions and discussions about OTRS.org'
Subject: RE: [otrs] Best Linux to run on

For me
Loading search page 2.11 sec
Search all tickets < 2.00 sec
Search all tickets last 3 days in a queue < 2.00 sec Search a ticket on
ticket number 1.5 sec Login 1.98 sec Logout .703 sec SysConfig link in
the admin area 11.53 sec!!! **what's up with that?** Search for the term
acl in the SysConfig area 14.563 sec!!!

On another note I would like to find out how to reject emails that do
not have ticket numbers. Anyone know?

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Peter van Beugen
Sent: Saturday, April 28, 2007 2:29 PM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Best Linux to run on

Loading the search page: 2-3 secs
Searching "all tickets" last 3 days in a queue: 6 secs Searching a
ticket on ticketnumber: 2 secs



-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Dave
Wojciechowski
Verzonden: zaterdag 28 april 2007 18:53
Aan: User questions and discussions about OTRS.org
Onderwerp: RE: [otrs] Best Linux to run on

What is your page load time for say search, just clicking search, how
many seconds. 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Peter van Beugen
Sent: Saturday, April 28, 2007 6:34 AM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Best Linux to run on

I run several OTRS servers on "old" Compaq PC hardware and in runs very
very well:
Fedora Core 5 and FC6
Compaq PC, P3, 800 mhz, 512mb, 20Gb HD

MySQL is running on a separate dedicated MySQL server (also FC5, RAID5,
1Gh, 512 mb, 136 Gb SCSI) for two of my OTRS servers (but also many
other applications)

One of the OTRS servers has daily about 15-20 users all day workhours
MySQL database for that server is 4+ Gb





-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Dave
Wojciechowski
Verzonden: zaterdag 28 april 2007 0:13
Aan: User questions and discussions about OTRS.org
Onderwerp: RE: [otrs] Best Linux to run on

On a lot of the functions (requests in otrs from users via the web site)
apache is hammered @ 50% on a p4 1.7 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Dave Wojciechowski
Sent: Friday, April 27, 2007 5:55 PM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Best Linux to run on

Well the reason I ask is that I'm running on centos 4.4 and I just feel
that it should run better, I was wondering if anyone found that it ran
better on cert. platforms?

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Chris Fischer
Sent: Friday, April 27, 2007 5:52 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Best Linux to run on

Dave Wojciechowski wrote:
> Everyone that has worked w/ OTRS what is the best platform to run OTRS

> on on the linux side?

The one you prefer to use. Personally, I run Debian on all my servers
and OTRS runs just fine on Debian.

Chris
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RE: [otrs] Best Linux to run on

[Peter van Beugen]

Responsetime of SysConfig is a known issue and is promised to be much
better responding in the upcoming version 2.2

-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Dave
Wojciechowski
Verzonden: zondag 6 mei 2007 21:03
Aan: User questions and discussions about OTRS.org
Onderwerp: RE: [otrs] Best Linux to run on

Oh yea 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Maurice James Ny
Sent: Sunday, May 06, 2007 12:11 PM
To: 'User questions and discussions about OTRS.org'
Subject: RE: [otrs] Best Linux to run on

Do your SysConfig queries take a long time as well?

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Dave Wojciechowski
Sent: Saturday, May 05, 2007 8:17 PM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Best Linux to run on

Mine is external I think van Beugen is too

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Maurice James Ny
Sent: Saturday, May 05, 2007 6:54 PM
To: 'User questions and discussions about OTRS.org'
Subject: RE: [otrs] Best Linux to run on

My DB is on board

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Dave Wojciechowski
Sent: Sunday, April 29, 2007 6:08 PM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Best Linux to run on

Is your db on board or external? 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Maurice James Ny
Sent: Sunday, April 29, 2007 10:51 AM
To: 'User questions and discussions about OTRS.org'
Subject: RE: [otrs] Best Linux to run on

For me
Loading search page 2.11 sec
Search all tickets < 2.00 sec
Search all tickets last 3 days in a queue < 2.00 sec Search a ticket on
ticket number 1.5 sec Login 1.98 sec Logout .703 sec SysConfig link in
the admin area 11.53 sec!!! **what's up with that?** Search for the term
acl in the SysConfig area 14.563 sec!!!

On another note I would like to find out how to reject emails that do
not have ticket numbers. Anyone know?

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Peter van Beugen
Sent: Saturday, April 28, 2007 2:29 PM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Best Linux to run on

Loading the search page: 2-3 secs
Searching "all tickets" last 3 days in a queue: 6 secs Searching a
ticket on ticketnumber: 2 secs



-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Dave
Wojciechowski
Verzonden: zaterdag 28 april 2007 18:53
Aan: User questions and discussions about OTRS.org
Onderwerp: RE: [otrs] Best Linux to run on

What is your page load time for say search, just clicking search, how
many seconds. 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Peter van Beugen
Sent: Saturday, April 28, 2007 6:34 AM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Best Linux to run on

I run several OTRS servers on "old" Compaq PC hardware and in runs very
very well:
Fedora Core 5 and FC6
Compaq PC, P3, 800 mhz, 512mb, 20Gb HD

MySQL is running on a separate dedicated MySQL server (also FC5, RAID5,
1Gh, 512 mb, 136 Gb SCSI) for two of my OTRS servers (but also many
other applications)

One of the OTRS servers has daily about 15-20 users all day workhours
MySQL database for that server is 4+ Gb





-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Dave
Wojciechowski
Verzonden: zaterdag 28 april 2007 0:13
Aan: User questions and discussions about OTRS.org
Onderwerp: RE: [otrs] Best Linux to run on

On a lot of the functions (requests in otrs from users via the web site)
apache is hammered @ 50% on a p4 1.7 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Dave Wojciechowski
Sent: Friday, April 27, 2007 5:55 PM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Best Linux to run on

Well the reason I ask is that I'm running on centos 4.4 and I just feel
that it should run better, I was wondering if anyone found that it ran
better on cert. platforms?

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Chris Fischer
Sent: Friday, April 27, 2007 5:52 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Best Linux to run on

Dave Wojciechowski wrote:
> Everyone that has worked w/ OTRS what is the best platform to run OTRS

> on on the linux side?

The one you prefer to use. Personally, I run Debian on all my servers
and OTRS runs just fine on Debian.

Chris
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RE: [otrs] Best Linux to run on

[Peter van Beugen]

Mod_perl
FC6

Run this little test by VPN connection

-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Nils
Breunese (Lemonbit)
Verzonden: zaterdag 28 april 2007 21:03
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] Best Linux to run on

Peter van Beugen wrote:

> Loading the search page: 2-3 secs
> Searching "all tickets" last 3 days in a queue: 6 secs Searching a 
> ticket on ticketnumber: 2 secs

Maybe I've missed this, but are you using a mod_perl config? Or CGI?

Nils Breunese.
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RE: [otrs] Best Linux to run on

[Peter van Beugen]

Loading the search page: 2-3 secs
Searching "all tickets" last 3 days in a queue: 6 secs
Searching a ticket on ticketnumber: 2 secs



-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Dave
Wojciechowski
Verzonden: zaterdag 28 april 2007 18:53
Aan: User questions and discussions about OTRS.org
Onderwerp: RE: [otrs] Best Linux to run on

What is your page load time for say search, just clicking search, how
many seconds. 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Peter van Beugen
Sent: Saturday, April 28, 2007 6:34 AM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Best Linux to run on

I run several OTRS servers on "old" Compaq PC hardware and in runs very
very well:
Fedora Core 5 and FC6
Compaq PC, P3, 800 mhz, 512mb, 20Gb HD

MySQL is running on a separate dedicated MySQL server (also FC5, RAID5,
1Gh, 512 mb, 136 Gb SCSI) for two of my OTRS servers (but also many
other applications)

One of the OTRS servers has daily about 15-20 users all day workhours
MySQL database for that server is 4+ Gb





-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Dave
Wojciechowski
Verzonden: zaterdag 28 april 2007 0:13
Aan: User questions and discussions about OTRS.org
Onderwerp: RE: [otrs] Best Linux to run on

On a lot of the functions (requests in otrs from users via the web site)
apache is hammered @ 50% on a p4 1.7 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Dave Wojciechowski
Sent: Friday, April 27, 2007 5:55 PM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Best Linux to run on

Well the reason I ask is that I'm running on centos 4.4 and I just feel
that it should run better, I was wondering if anyone found that it ran
better on cert. platforms?

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Chris Fischer
Sent: Friday, April 27, 2007 5:52 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Best Linux to run on

Dave Wojciechowski wrote:
> Everyone that has worked w/ OTRS what is the best platform to run OTRS

> on on the linux side?

The one you prefer to use. Personally, I run Debian on all my servers
and OTRS runs just fine on Debian.

Chris
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RE: [otrs] Best Linux to run on

[Peter van Beugen]

I run several OTRS servers on "old" Compaq PC hardware and in runs very
very well:
Fedora Core 5 and FC6
Compaq PC, P3, 800 mhz, 512mb, 20Gb HD

MySQL is running on a separate dedicated MySQL server (also FC5, RAID5,
1Gh, 512 mb, 136 Gb SCSI) for two of my OTRS servers (but also many
other applications)

One of the OTRS servers has daily about 15-20 users all day workhours
MySQL database for that server is 4+ Gb





-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Dave
Wojciechowski
Verzonden: zaterdag 28 april 2007 0:13
Aan: User questions and discussions about OTRS.org
Onderwerp: RE: [otrs] Best Linux to run on

On a lot of the functions (requests in otrs from users via the web site)
apache is hammered @ 50% on a p4 1.7 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Dave Wojciechowski
Sent: Friday, April 27, 2007 5:55 PM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Best Linux to run on

Well the reason I ask is that I'm running on centos 4.4 and I just feel
that it should run better, I was wondering if anyone found that it ran
better on cert. platforms?

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Chris Fischer
Sent: Friday, April 27, 2007 5:52 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Best Linux to run on

Dave Wojciechowski wrote:
> Everyone that has worked w/ OTRS what is the best platform to run OTRS

> on on the linux side?

The one you prefer to use. Personally, I run Debian on all my servers
and OTRS runs just fine on Debian.

Chris
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RE: [otrs] Problem with CVS access

[Peter van Beugen]

I mailed to the address in http://otrs.org/contact/ (=sales),but there
was no reaction at all...
I hoped the OTRS developers will read the mailinglist.

Regards,
Peter



-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Nils
Breunese (Lemonbit)
Verzonden: maandag 23 april 2007 23:40
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] Problem with CVS access

Peter van Beugen wrote:

> Trying to access CVS (from the OTRS website):
> http://cvs.otrs.org/viewcvs.cgi/otrs/
> gives an error:
>
> Python Exception Occurred
> Traceback (most recent call last):
>   File "../lib/viewcvs.py", line 2625, in run_cgi
> main()
>   File "../lib/viewcvs.py", line 2578, in main
> view_directory(request)
>   File "../lib/viewcvs.py", line 1144, in view_directory
> fileinfo, alltags = get_logs(full_name, rcs_files, view_tag)
>   File "../lib/viewcvs.py", line 1091, in get_logs
> raise 'error during rlog: '+hex(status) error during rlog: 0x100
>
> it worked before, so I think there is something wrong here??

I guess so. But you might want to try http://otrs.org/contact/ instead
of this users mailinglist, as most people here won't be able to do
anything about this.

Nils Breunese.


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[otrs] Problem with CVS access

[Peter van Beugen]

Trying to access CVS (from the OTRS website):
http://cvs.otrs.org/viewcvs.cgi/otrs/
gives an error:


Python Exception Occurred
Traceback (most recent call last):
  File "../lib/viewcvs.py", line 2625, in run_cgi
main()
  File "../lib/viewcvs.py", line 2578, in main
view_directory(request)
  File "../lib/viewcvs.py", line 1144, in view_directory
fileinfo, alltags = get_logs(full_name, rcs_files, view_tag)
  File "../lib/viewcvs.py", line 1091, in get_logs
raise 'error during rlog: '+hex(status)
error during rlog: 0x100


it worked before, so I think there is something wrong here??

Regards,
Peter

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RE: [otrs] faster ticket-creation

[Peter van Beugen]

We also program our own webforms (in ColdFusion) and based on the input 
criteria send a structured e-mail to a specific e-mail address and POP all 
these e-mail boxes in their own OTRS queue (so we do the "Postmaster filtering" 
in our webforms, so we can program everything and route on every criteria we 
want). We also store the data from the webform in a separate MySQL database for 
better reporting on different type of tickets.

Regards,
Peter



-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Alexander Scholler
Verzonden: donderdag 19 april 2007 7:34
Aan: User questions and discussions about OTRS.org
Onderwerp: [otrs] faster ticket-creation

Hi,

we want to be able to create ticket with standard-issues faster and with
higher data-quality (standarized informations provided in the ticket)
than in standard-OTRS.
Normally,
* the agent
  have to create a mail- or phone-ticket,
  must write down the issue as free text and must set
  - priority
  - queue
  - ...
* the customer
  - have to open a web-ticket
- write down the issue as free text
- set priority etc...
  - have to write a mail
and the agent has to set queue, priority, etc...

Much work if you have to handle many tickets concerning some
standard-issues like
* data-restore-request
* mail-account-creation
* access-rights-modification
* ...

What is your suggestion how to optimize this?

Of course, you can achieve optimization in using special mail-adresses
for incoming mail-tickets and postmaster-filters to preset some values
(like queue, priority, ...)

But I think most potential would come out if you switch from free text
written by the customer to a form-based ticket-creation through the
customer.

E.g. if he request a data-restore, he has to provide
* the exact location of the files
* the date of the file that should be restored
* shall the present file be overriden or not
* ...?

How can these forms be achieved?
Not so easy with the customer-webgui?
It would be easier within the comanies intranet,
but then the data has to be send to otrs in a special mail-format (with
extensive usage of x-mailheaders for postmaster-filter, and the
intranet-form must also care for customer-authentification

Is this the right way you would also suggest?

I would welcome spreading discussion on this issue.

Bye, Alex

p.s.
There has been some posting previously about using faq-articles as
ticket-creation-templates. Without thinking too much about this, I think
this can only be some kind of solution for the agent creating the
ticket. But if the customer shall create the ticket...
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RE: [otrs] Customisation

[Peter van Beugen]

You can always "search" all tickets (in all queues with minimum RO
rights on the queues) locked or not-locked


-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Chris
Watt
Verzonden: woensdag 18 april 2007 5:39
Aan: User questions and discussions about OTRS.org
Onderwerp: [otrs] Customisation

Hi Guys,

Are there any guides for customisation when it comes to adding new
fields?  I want to add some fields like Phone Number and so on to the
customer addition form in the Agent view (the bit where they can add a
new customer).  I want to be able to set it up so it is easy to get
the customers phone number when you go into phone call mode.

Also, how do I allow managers to see tickets even when they are locked
to a consultant?  I want to be able to get to tickets that are locked
in cases where customers complain, etc.

Cheers!
~Chris
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RE: [otrs] Getting mail Pop3

[Peter van Beugen]

It is run by a cron job, so you can easily change the cron job


-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Phil Taylor
Verzonden: woensdag 18 april 2007 9:06
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] Getting mail Pop3

Hi

Its the time period it waits to pull the mail from the pop3 mail server.  I 
want change it 2 minutes.

Thanks
Phil
- Original Message - 
From: "Salvador Manzo" <[EMAIL PROTECTED]>
To: "User questions and discussions about OTRS.org" 
Sent: Wednesday, April 18, 2007 3:03 AM
Subject: RE: [otrs] Getting mail Pop3


What, exactly, are you looking to change?

-Original Message-
From: "Phil Taylor" <[EMAIL PROTECTED]>
To: "Otrs Mail List" 
Sent: 2007-04-17 23:35
Subject: [otrs] Getting mail Pop3

Hi

I am using the current version of Otrs on windows server 2003 and I was 
wondering if there is any way to modify the code or change the setting to 
receives and shows the new tickets from the pop3 mail server?  I am hosting 
all the services my self.

Thanks
Phil
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=http://www.otrs.com/ 

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RE: [otrs] How to upgrade from 2.1.6 -> 2.1.7

[Peter van Beugen]

I did an upgrade form 2.1.3 -> 2.1.4 -> 2.1.5 -> 2.1.6 :
Stopped OTRS
stopped Apache
downloaded and ran the (new) 2.1.x rpm
started Apache
started OTRS
Done
(Maybe you want to backup your stuff first...)

Regards,
Peter

-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens
Jan-Jacob Bakker
Verzonden: vrijdag 13 april 2007 16:48
Aan: [EMAIL PROTECTED]
Onderwerp: [otrs] How to upgrade from 2.1.6 -> 2.1.7

Currently i'm running 2.1.6.

What would be the correct upgrade/update order to move to 2.1.7?
I'm running Centos 4.4

Regards,
Jan-Jacob

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RE: [otrs] Making a response hierarchy

[Peter van Beugen]

Use the top 1- as pre-canned responses and the rest in the FAQ module

 

Regards, 

Peter

 

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Tabitha
Stang
Verzonden: donderdag 12 april 2007 9:49
Aan: 'User questions and discussions about OTRS.org'
Onderwerp: [otrs] Making a response hierarchy

 

Hi,

 

Is it possible to somehow group pre-canned responses in a tree
structure?  We have probably 30 responses already and plan to add more
in the future.  

 

It would be great if we could group them by type of response, such as
"delivery related", "payment related", "technical questions", etc.  

 

Has anyone found a solution for this?

 

Thanks!

Tabitha

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RE: [otrs] Duplicate tickets at each mail check and can't send mail

[Peter van Beugen]

I have had the same problem a few times. I searched for the e-mail that
was first stuck in the POP box and deleted it by hand. After that
problem disappeard. Once the reason was a large attachment, the second
time it were strange characters in the name of the sender.

-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Wes
Plate
Verzonden: donderdag 29 maart 2007 0:48
Aan: OTRS
Onderwerp: Re: [otrs] Duplicate tickets at each mail check and can't
send mail

On 3/28/07 1:56 PM, "Peter van Beugen" wrote:

> If you use utf-8 it could be a problem with a "strange" character in
de
> e-mail. Search the list for this problem.

*shrug*  The emails that create tickets are generated by a web form,
then my
replies are using OTRS.  I don't think I'm typing any unusual
characters.  I
changed nothing in OTRS, I don't know why suddenly this behavior.


-- 
Wes Plate
 Automatic Duck, Inc.
  http://www.automaticduck.com


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RE: [otrs] Duplicate tickets at each mail check and can't send mail

[Peter van Beugen]

If you use utf-8 it could be a problem with a "strange" character in de
e-mail. Search the list for this problem.
Regards, Peter

-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Wes
Plate
Verzonden: woensdag 28 maart 2007 19:43
Aan: OTRS
Onderwerp: [otrs] Duplicate tickets at each mail check and can't send
mail


Our OTRS system is acting strangely.  I returned from a few days holiday
to
find that many tickets were duplicated, each new ticket three minutes
apart-- maybe OTRS isn't deleting the messages off the POP server and
thinks
an old email is a new ticket?


Separately, often when trying to send a reply I received this error:

Software error:

Can't locate object method "set_error" via package
"Authen::SASL::Perl::DIGEST_MD5" at
/usr/lib/perl5/vendor_perl/5.8.0/Authen/SASL/Perl/DIGEST_MD5.pm line 55.

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


I was able to send the message when I tried again.


Suggestions?  I have contacted my regular OTRS consultant but no reply
yet.
Are there others that do OTRS
consulting/troubleshooting/upgrading/installing ?


-- 
Wes Plate
 Automatic Duck, Inc.
  http://www.automaticduck.com


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RE: [otrs] Agent Confusion

[Peter van Beugen]

You can show all the notes/answers in one screen:

 

$Self->{'Ticket::Frontend::ZoomExpand'} = '1';

 

Regards,

Peter



Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Dave
Wojciechowski
Verzonden: maandag 4 december 2006 22:21
Aan: User questions and discussions about OTRS.org
Onderwerp: RE: [otrs] Agent Confusion

 

Hey thanks for the answer, but I'm not sure how you use that in the
notes to see the original ticket.

 



From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
[EMAIL PROTECTED]
Sent: Monday, December 04, 2006 1:30 AM
To: otrs@otrs.org
Subject: AW: [otrs] Agent Confusion

Hey Dave,

 





Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im
Auftrag von Dave Wojciechowski
Gesendet: Sonntag, 3. Dezember 2006 19:23
An: User questions and discussions about OTRS.org
Betreff: [otrs] Agent Confusion

Has anyone run in to this problem, I find that my agents are
adding notes to the tickets and need to look back at the original issue
but there is no way of doing that w/o opening many windows and many
sessions and searching around.  Is there anyway that a preview of the
issue can be added to the notes and the phone call areas like it is in
the link section? or is there a better way to work around this issue?

 

Thanks 

I'm Wojo 

 

 

we use Firefox with the plugin cooliris to get previews of links
wihtin the ticket.

 

Greetz,

 

Shawn

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RE: [otrs] OTRS Install Problems

[Peter van Beugen]

 

 



Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Ed
Carlsen
Verzonden: zaterdag 2 december 2006 19:56
Aan: otrs@otrs.org
Onderwerp: [otrs] OTRS Install Problems

 

Sorry to be a pest.

Trying to install OTRS 2.0.2 on a Red Hat Fedora Core 4 system.

I installed it from a rpm package without a problem.

 

When I try http://mysite.com/otrs/installer.pl I get

 

Forbidden

You don't have permission to access /otrs/installer.pl on this server

 

I have tried creating an .htaccess file but it did not help.

I have checked the apache log files at /var/log/httpd/error_log

and it says:

client denied by server configuration:
/var/www/otrs/bin/cgi-bin/installer.pl

 

I have reviewed otrs.conf at /etc/httpd/conf.d and can not see a
problem.

SELINUX is disabled and perl is installed with all required modules.

 

Can you help before I go insane?

 

Thanks in advance.

Ed

--- Begin Message ---
I had same problem and for the moment I put a .htaccess file in directory where 
i have installer.pl file.
In the .htaccess put allow from all ; it's not a very good solution but it work 
and after you can adapt you .htaccess file.
Do the same for images directory.
 
Richard









From: [EMAIL PROTECTED]
To: otrs@otrs.org
Date: Wed, 29 Nov 2006 21:30:57 -0600
Subject: [otrs] OTRS Installation Problems


All,
I am installing OTRS-2.0.4 on Linux Fedora Core 4. I used yum and 
installed the rpm without incident.
When I try http://stleo.net/otrs/installer.pl I receive the following 
error:


Forbidden

You don't have permission to access /otrs/installer.pl on this server.
Additionally, a 403 Forbidden error was encountered while trying to use 
an ErrorDocument to handle the request.
 
Can you provide any help?
Thanks.
Ed Carlsen





Essayez Live.com, votre nouvelle page d'accueil ! Personnalisez-la en quelques 
clics pour retrouver tout ce qui vous intéresse au même endroit. au même 
endroit.  
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RE: [otrs] OTRS Install Problems

[Peter van Beugen]

I use OTRS (2.1.x) on FC5 (recently upgraded from 2.0.x and tested on
FC6) and before on FC4, all without any problems, so I should work!

 

Did you try SetPermissions.sh ?

 

http://doc.otrs.org/2.1/en/html/x325.html#webserver-configuration

 

on FCx:

(SetPermissions.sh apache apache apache apache apache)

 

 

 



Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Ed
Carlsen
Verzonden: zaterdag 2 december 2006 19:56
Aan: otrs@otrs.org
Onderwerp: [otrs] OTRS Install Problems

 

Sorry to be a pest.

Trying to install OTRS 2.0.2 on a Red Hat Fedora Core 4 system.

I installed it from a rpm package without a problem.

 

When I try http://mysite.com/otrs/installer.pl I get

 

Forbidden

You don't have permission to access /otrs/installer.pl on this server

 

I have tried creating an .htaccess file but it did not help.

I have checked the apache log files at /var/log/httpd/error_log

and it says:

client denied by server configuration:
/var/www/otrs/bin/cgi-bin/installer.pl

 

I have reviewed otrs.conf at /etc/httpd/conf.d and can not see a
problem.

SELINUX is disabled and perl is installed with all required modules.

 

Can you help before I go insane?

 

Thanks in advance.

Ed

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RE: [otrs] OTRS Install Problems

[Peter van Beugen]

Did you disable SElinux ?

 



Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Ed
Carlsen
Verzonden: zaterdag 2 december 2006 5:41
Aan: otrs@otrs.org
Onderwerp: [otrs] OTRS Install Problems

 

Hi, 

I am running Linux Fedore Core 4 and trying to get OTRS running.

IWhen I try http://mysite.com/otrs/installer.pl I get

 

Forbidden

You don't have permission to access /otrs/installer.pl on this server

 

I have tried adding an .htaccess file without success.

I do not think my Apache server (httpd) is running perl. How can I
check?

What are the correct lines in httpd.conf for running perl?

 

Thanks.

Ed

 

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RE: [otrs] Email too big

[Peter van Beugen]

sounds like a problem with the default binary size in mysql 
check te setting 'max_allowed_packet' in my.cnf

-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Richard
Hinkamp - BeSite
Verzonden: dinsdag 7 november 2006 9:26
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] Email too big

In Config.pm put:

$Self->{'PostMasterPOP3MaxEmailSize'} = 1024 * 6;

You can set this to other values. I had some serious problems with big 
emails and reported a bug (http://bugs.otrs.org/show_bug.cgi?id=1077) 
and it has been partially fixed and I reopened and they closed it saying

it wasn't a bug. So please TEST before setting the value to something
big!

Richard

Graham Leggett wrote:
> Hi all,
> 
> I am suddenly getting errors as follows:
> 
> Email to big (6744 KB - max 6144 KB)!
> 
> I can't find where this figure "6144KB" is configured, it's not
> configurable in the POP config.
> 
> Does anyone know where I can change this figure?
> 
> I am using OTRS v2.0.
> 
> Regards,
> Graham
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RE: [otrs] OTRS 2.1 and the FAQ

[Peter van Beugen]

>From 2.1 it is a separate package:
Use the "Package Manager" in the Admin area to install



-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens James
Mohr
Verzonden: zondag 5 november 2006 11:34
Aan: User questions and discussions about OTRS.org
Onderwerp: [otrs] OTRS 2.1 and the FAQ

Hi All!

According to the OTRS homepage, it has a "FAQ-/Knowledge Database for 
Selfservice and Problem Management". However, I find no way of
activating or 
accessing this. Any help would be appreaciated.

Regads,

Jim Mohr
-- 
---
"Be more concerned with your character than with your reputation. Your
character is what you really are while your reputation is merely what
others
think you are." -- John Wooden
---
Be sure to visit the Linux Tutorial:  http://www.linux-tutorial.info
---
NOTE: All messages sent to me in response to my posts to newsgroups,
forums 
or mailing-lists are subject to reposting.
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RE: [otrs] OTRS and Oracle

[Peter van Beugen]

Did you create the OTRS database
in Oracle??

 









Van:
[EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Chris Roffler
Verzonden: vrijdag 20 oktober 2006
17:04
Aan: otrs@otrs.org
Onderwerp: [otrs] OTRS and Oracle



 

I have installed OTRS out
of the box  ... so far so good !

I installed ldap as authentication mechanism , works !
Now I want to use Oracle as my repository for my data . storing tickets
etc. I have installed Oracle with the DDL from OTRS. 

I changed all the parameters in Config.pm to point to Oracle .. at least I
think so...

I stop MySQL ... when I start OTRS and try to hit the login url I get an error,
OTRS can't find MySQL .   What am I missing here, using Oracle as a
backend it still needs mySQL ?  
Does anybody have clear instructions what needs to be configured and where in
order to have Oracle as a repository for the tickets ?

Thanks
Chris

  







Do you Yahoo!?
Get on board. You're
invited to try the new Yahoo! Mail.






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RE: [otrs] 2.1.1 in Internet Explorer

[Peter van Beugen]

It will be fixed in 2.1.2, which will be
released today?

 

From CVS:

2.1.2 (2006/10/18) - (2006/10/13) switched to md5 check sum for password in user_preference table - (2006/10/12) fixed #1373 - RH RPM requires sendmail, but works with other MTAs - (2006/10/12) fixed double agent notifications on follow up if agent is    owner and responible - (2006/10/12) fixed bug #1311 - Apostrophes are incorrectly displayed under    IE 6 & IE7 but correctly displayed under Firefox 1.5.0.6  -=>    moved from $Text{} to $JSText{} for text translations in _javascript_ parts    to have a correct quoting - (2006/10/11) fixed not shown follow up feature in customer panel if ticket is closed - (2006/10/09) added missing customer print feature - (2006/10/05) fixed bug #1361 - Can't locate object method "ModGet" via   

Regards,



Peter van Beugen











Van:
[EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens [EMAIL PROTECTED]
Verzonden: woensdag 18 oktober
2006 7:45
Aan: otrs@otrs.org
Onderwerp: [otrs] 2.1.1 in
Internet Explorer



 


Hi everybody, 

I
have two systems, one is OTRS 2.1.1 (productive) and one is OTRS 2.0.4 (test)

I
have a problem when I am using OTRS 2.1.1 with Internet Explorer and

character
" ' " is replaced by ' in all webpages (Ticket views,
Sysconfig pages). 
In
other browsers there is no problem (Opear, Firefox, Mozilla). 

Also
in OTRS 2.0.4 everything is fine. 

So
it looks like a change in the apache, any ideas? 

Best
Regards 
Andreas




-- 
This message has been scanned for viruses and malicious content by 
TUV Rheinland Japan's perimeter scanner, and is believed to be clean. 






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RE: [otrs] One question...

[Peter van Beugen]

http://doc.otrs.org/2.0/en/html/

 

B.2.8. Core::TicketWatcher

B.2.8.1. Ticket::Watcher

Description Value

Description:
Enable or disable the ticket watcher feature.

Group:
Ticket

SubGroup:
Core::TicketWatcher

Valid:
1

Required:
1

Config-Setting:
$Self->{’Ticket::Watcher’} = ’0’;

 

 

B.2.4.8. Ticket::Responsible

Description Value

Description:
Enable ticket responsible feature.

Group:
Ticket

SubGroup:
Core::Ticket

Valid:
1

Required:
0

Config-Setting:
$Self->{’Ticket::Responsible’} = ’0’;

 

Regards.

Peter

 









Van: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] Namens Maurizio
Pederneschi
Verzonden: dinsdag 17 oktober 2006
11:33
Aan: otrs@otrs.org
Onderwerp: [otrs] One question...



 



Hi,





 





I'm a newbie of OTRS and I would want know if exist a User
Guide of this product. 





 





Look at the attached image: Where I must
define "owner" and "responsible"? The listbox is
empty...





 





Thank's,





Maury





 





P.S.: There is some italian that use OTRS?





 














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RE: [otrs] Is PATCH available for "'" [Bug 1311] v.2.1.1?

[Peter van Beugen]

I thought I saw it in CVS yesterday


-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens s
taylor
Verzonden: donderdag 12 oktober 2006 20:36
Aan: otrs@otrs.org
Onderwerp: [otrs] Is PATCH available for "'" [Bug 1311] v.2.1.1?

Hello.

Is PATCH available for "'" [Bug 1311] v.2.1.1?  If so, where can I
find 
it?  Having it now is very important.

Thanks.


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RE: [otrs] After I install new version, I could not modify any system config for below erro

[Peter van Beugen]

It is fixed in CVS

http://cvs.otrs.org/viewcvs.cgi/otrs/Kernel/Modules/?sortby=date#dirlist


regards,

Peter van Beugen
Directeur ICT
Telecom Direct Almere B.V.
member of  USG People

-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Zhang Wayne
Verzonden: donderdag 12 oktober 2006 14:47
Aan: otrs@otrs.org
Onderwerp: [otrs] After I install new version,I could not modify any system 
config for below erro

Can't locate object method "ModGet" via package "Kernel::System::Config" at 
C:/OTRS/otrs//Kernel/Modules/AdminSysConfig.pm line 482

_
免费下载 MSN Explorer:   http://explorer.msn.com/lccn/  

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RE: [otrs] Cron with error

[Peter van Beugen]

I thought I saw a patch for this in DB.pm in June. But I'm now running
2.1.1 and have the same issue.
""DBI::db=HASH(0x8c1b6c0)->disconnect invalidates 1 active.

Is it a Perl error or can it be fixed in OTRS?

Regards,
Peter van Beugen


-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Henning
Oschwald
Verzonden: dinsdag 26 september 2006 12:09
Aan: otrs@otrs.org
Onderwerp: Re: [otrs] Cron with error

Hello,

On Di, Sep 26, 2006 at 10:40:30 +0200, Boniforti Flavio wrote:
 
> I got cron telling me many times an hour following:
> 
> DBI::db=HASH(0x8c1b6c0)->disconnect invalidates 1 active statement
handle 
> (either destroy statement handles or call finish on them before
disconnecting) 
> at /usr/share/otrs/Kernel/System/DB.pm line 219,  line 225.
 
 This is a well known issue with the recent version of DBD::MySQL
 (version 3.0004). See also Bug#1231:
<http://bugs.otrs.org/show_bug.cgi?id=1231>

Best regards

Henning

-- 
Henning Oschwald

((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing
  Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769
http://www.otrs.com/ :: Communication with success!
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RE: [otrs] PostmasterPOP3.pl

[Peter van Beugen]

After a little Googling I found a "solution" in the German OTRS
discussion list: Recreate the entire (linux) user

So I did create another Linux user and tried again, and indeed this time
Pop3 worked (...???), but it showed me another error (??) :

Output from command $HOME/bin/PostMasterPOP3.pl >> /dev/null ..

Use of uninitialized value in split at
/opt/otrs/Kernel/System/Ticket/Number/DateChecksum.pm line 51.


Regards,
Peter


-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Peter
van Beugen
Verzonden: zondag 8 oktober 2006 18:36
Aan: User questions and discussions about OTRS.org
Onderwerp: RE: [otrs] PostmasterPOP3.pl

I have the same problem on a fresh installed FC5 machine, Perl 5.8.8
Installed OTRS 2.1.1 and all updates and Perl modules installed
(I ran otrs.checkModules)

PostmasterPop3 will not work -whatever I try-, getting the error:

Output from command $HOME/bin/PostMasterPOP3.pl >> /dev/null ..

Use of uninitialized value in numeric eq (==) at
/usr/lib/perl5/5.8.8/Net/POP3.pm line 309,  line 4.
Use of uninitialized value in numeric eq (==) at
/usr/lib/perl5/5.8.8/Net/POP3.pm line 315,  line 4.

Anyone any idea???

Regards,
Peter




-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Justen
Hess
Verzonden: dinsdag 12 september 2006 8:34
Aan: User questions and discussions about OTRS.org
Onderwerp: [otrs] PostmasterPOP3.pl

Hi guys,
I am having issues on a FC4 system recieving email into OTRS
I always recieve a auth failed from my logs, but looking at this i am 
now stumped:


[EMAIL PROTECTED] bin]# ./PostMasterPOP3.pl
Use of uninitialized value in numeric eq (==) at 
/usr/lib/perl5/5.8.8/Net/POP3.pm line 315,  line 4.
ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Tue Sep 12 16:19:45 2006

 Message: Auth for user [EMAIL PROTECTED] failed!

 Traceback (20593):
   Module: main::FetchMail (v1.17) Line: 164
   Module: ./PostMasterPOP3.pl (v1.17) Line: 126


any ideas ??

Thanks,
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RE: [otrs] PostmasterPOP3.pl

[Peter van Beugen]

I have the same problem on a fresh installed FC5 machine, Perl 5.8.8
Installed OTRS 2.1.1 and all updates and Perl modules installed
(I ran otrs.checkModules)

PostmasterPop3 will not work -whatever I try-, getting the error:

Output from command $HOME/bin/PostMasterPOP3.pl >> /dev/null ..

Use of uninitialized value in numeric eq (==) at
/usr/lib/perl5/5.8.8/Net/POP3.pm line 309,  line 4.
Use of uninitialized value in numeric eq (==) at
/usr/lib/perl5/5.8.8/Net/POP3.pm line 315,  line 4.

Anyone any idea???

Regards,
Peter




-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Justen
Hess
Verzonden: dinsdag 12 september 2006 8:34
Aan: User questions and discussions about OTRS.org
Onderwerp: [otrs] PostmasterPOP3.pl

Hi guys,
I am having issues on a FC4 system recieving email into OTRS
I always recieve a auth failed from my logs, but looking at this i am 
now stumped:


[EMAIL PROTECTED] bin]# ./PostMasterPOP3.pl
Use of uninitialized value in numeric eq (==) at 
/usr/lib/perl5/5.8.8/Net/POP3.pm line 315,  line 4.
ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Tue Sep 12 16:19:45 2006

 Message: Auth for user [EMAIL PROTECTED] failed!

 Traceback (20593):
   Module: main::FetchMail (v1.17) Line: 164
   Module: ./PostMasterPOP3.pl (v1.17) Line: 126


any ideas ??

Thanks,
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RE: RE : RE: [otrs] Access to FAQ after migrating

[Peter van Beugen]

You can download the FAQ module from cvs if you want.

cvs -d :pserver:[EMAIL PROTECTED]:/home/cvs login (the password is: cvs)

cvs -z3 -d :pserver:[EMAIL PROTECTED]:/home/cvs co FAQ


-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Eric Boudrand
Verzonden: dinsdag 3 oktober 2006 16:04
Aan: User questions and discussions about OTRS.org
Onderwerp: RE : RE: [otrs] Access to FAQ after migrating

I think that too. I am waiting for this release before real upgrade. Right
now, I am testing migration. My question remains

Eric

--- Peter van Beugen <[EMAIL PROTECTED]> a écrit :

> I think you have to wait 1 or 2 days: then the official stable 2.1
> release comes out
> 
> 
> -Oorspronkelijk bericht-
> Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Eric
> Boudrand
> Verzonden: dinsdag 3 oktober 2006 15:37
> Aan: otrs@otrs.org
> Onderwerp: [otrs] Access to FAQ after migrating
> 
> Hello,
> 
> I have moved OTRS from :
> - a Windows box to a Linux box
> - release 2.0.4 to 2.1.0 beta 2 
> - MySQL 4.0 to MySQL 4.1 (<= issue with unicode encoding data, but
> solved)
> 
> The result is quite OK except the fact agents cannot access to internal
> FAQ. They still have the right to do it but icon is not diplayed in the
> agent interface. Is there something new with release 3.1.0 concerning
> FAQ
> ?
> 
> I would like to install application with Package Manager, but
> applications
> are only available for framework 2.0. Where can I find 2.1 framework
> applications ?
> 
> Regards.
> 
> Eric Boudrand
> 
> 
>   
> 
>   
>   
>
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RE: [otrs] Access to FAQ after migrating

[Peter van Beugen]

I think you have to wait 1 or 2 days: then the official stable 2.1 release 
comes out


-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Eric Boudrand
Verzonden: dinsdag 3 oktober 2006 15:37
Aan: otrs@otrs.org
Onderwerp: [otrs] Access to FAQ after migrating

Hello,

I have moved OTRS from :
- a Windows box to a Linux box
- release 2.0.4 to 2.1.0 beta 2 
- MySQL 4.0 to MySQL 4.1 (<= issue with unicode encoding data, but solved)

The result is quite OK except the fact agents cannot access to internal
FAQ. They still have the right to do it but icon is not diplayed in the
agent interface. Is there something new with release 3.1.0 concerning FAQ
?

I would like to install application with Package Manager, but applications
are only available for framework 2.0. Where can I find 2.1 framework
applications ?

Regards.

Eric Boudrand






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! 
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RE: [otrs] OTRS installation..

[Peter van Beugen]

And did you disable SElinux?


-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Dustin
Oprea
Verzonden: maandag 2 oktober 2006 14:15
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] OTRS installation..


I mean that it is the regular Fedora Yum repositories.

The documentation says I should be able to access it via 
http://localhost/otrs/installer.pl, but the installer.pl script is 
installed to /var/www/otrs/bin/cgi-bin/.

It just doesn't work. Any ideas?

Nils Breunese (Lemonbit Internet) wrote:

> Dustin Oprea wrote:
>
>> I was wondering if someone could help me--- I've never used OTRS  
>> before, and I was hoping to be able to get my company up on it. The  
>> problem seems to be that after I install the RPMs, all of the paths  
>> appear to be different than the paths described in the install  
>> instructions.
>>
>> Has anyone else had this problem? I'm using the mainstream YUM  
>> repositories, so I don't know why I'm having this problem.
>
>
> What mainstream yum repository? What OS are you using? 'rpm -ql otrs'

> should give you a hint about what the rpm installed and where.
>
> Nils Breunese.
>
>
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RE: [otrs] Backup and restore OTRS on windows 2003

[Peter van Beugen]

Take a look at the mysql
documentation, how to backup and restore (mysqldump) the (otrs) database.

 

I moved OTRS before as:

- backup the original OTRS
database

- install OTRS on the new
server

- rename the installed
OTRS database

- create an empty
database (OTRS)

- restore the backuped
data (.sql file) in de OTRS database

 

For backup, moving, rename,
… you can use a good MySQL tool like Navicat or SQLGate

(30-day full function
trials available!)

 

It worked for me (on Linux,
but I’m pretty sure it will work on Windows as well)

 

Regards,

Peter

 









Van:
[EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens David Young
Verzonden: maandag 2 oktober 2006
21:02
Aan: otrs@otrs.org
Onderwerp: FW: [otrs] Backup and
restore OTRS on windows 2003



 

Hi,

 

I’m still waiting for a response to
this question.

 

Thanks,

David

 

 

 









From:
[EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of David Young
Sent: Tuesday, September 26, 2006
8:24 AM
To: otrs@otrs.org
Subject: [otrs] Backup and restore
OTRS on windows 2003



 



Hi,





 





I need to move (migrate) OTRS and database to a new server
and did not see any documentation for this process for windows server. Any
help would be greatly appreciated.





 





Thank You,





 





David Young








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RE: [otrs] OTRS installation..

[Peter van Beugen]

Did you restart Apache?


-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Dustin
Oprea
Verzonden: maandag 2 oktober 2006 14:15
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] OTRS installation..


I mean that it is the regular Fedora Yum repositories.

The documentation says I should be able to access it via 
http://localhost/otrs/installer.pl, but the installer.pl script is 
installed to /var/www/otrs/bin/cgi-bin/.

It just doesn't work. Any ideas?

Nils Breunese (Lemonbit Internet) wrote:

> Dustin Oprea wrote:
>
>> I was wondering if someone could help me--- I've never used OTRS  
>> before, and I was hoping to be able to get my company up on it. The  
>> problem seems to be that after I install the RPMs, all of the paths  
>> appear to be different than the paths described in the install  
>> instructions.
>>
>> Has anyone else had this problem? I'm using the mainstream YUM  
>> repositories, so I don't know why I'm having this problem.
>
>
> What mainstream yum repository? What OS are you using? 'rpm -ql otrs'

> should give you a hint about what the rpm installed and where.
>
> Nils Breunese.
>
>
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RE: [otrs] OTRS 1.3 user - queue permission configurations

[Peter van Beugen]

"I would like to create group of "viewers" that would have read only
permissions on certain queues, can this be implemented with the 1.3
version and if so please explain further"

YES you can!!

You can give read rights (or/and move into rights)to a group
If you want the group with these rights to see/show the queue (otherwise
they would only be able to search tickets in that queue), you will have
to edit config.pm:

$Self->{QueueViewAllPossibleTickets} = 1

Regards,

Peter van Beugen
Directeur ICT
Telecom Direct Almere B.V.
member of  USG People
T   +31 (0)36 5310603 
F   +31 (0)36 5349366 
W   www.tda.nl

-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Maxim
Vexler
Verzonden: woensdag 20 september 2006 14:41
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] OTRS 1.3 user - queue permission configurations

On 9/20/06, Alexander Scholler <[EMAIL PROTECTED]> wrote:
> Hi Maxim,
>
> I advice to switch over to v2.x due to better implementation and more
> features on access rights. For example, you can define ACLs.
> But also the documentation off v2.x lacks in this point -
alternatively
> you can search this mailing list.
>
> Bye, Alex
>
> Maxim Vexler schrieb:
> > Hi Everyone,
> >
> > The documentation of otrs 1.3, permissions [1] states "You will be
> > able to handle different groups of users with different permissions
> > (e. g. only read ticket in a queue or one group should not have
ro/rw
> > access to a queue)."
> >
> > It is unclear to me how to implement those permissions.
> >
> > I would like to create group of "viewers" that would have read only
> > permissions on certain queues, can this be implemented with the 1.3
> > version and if so please explain further. I've looked at the
Config.pm
> > file and haven't found any such option in the code.
> >
> > Thank you for your help,
> > Maxim.
> >
> > [1] http://doc.otrs.org/1.3/en/html/permission.html#PERMISSION-GROUP
> >
> ___
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
> Support orr consulting for your OTRS system?
> => http://www.otrs.com/
>

Thank you for the reference.

I went to search for such info in the archives, "user queue
permissions" gave some interesting results but not for 1.3 of otrs.
If you can remember such discussion and could give me a direct link or
some key words to search by it be a big help to me.

Thank you in advance,
Maxim.

-- 
Cheers,
Maxim Vexler

"Free as in Freedom" - Do u GNU ?
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RE: [otrs] See stats for closed tickets

[Peter van Beugen]

Yes you can
In the new OTRS 2.1 there is a fine Stats module
And OTRS uses MySQL databases by default: so you can access the data
yourself very easily.

Regards,
Peter


-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens
Jennifer Valdez
Verzonden: vrijdag 1 september 2006 22:02
Aan: otrs@otrs.org
Onderwerp: [otrs] See stats for closed tickets

Is there a way to see how many tickets were closed in a given month for
one queue? We can see how many were opened, but for our purposes, it is
more important to see how many were closed.

Thanks in advance!

Jennifer

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RE: [otrs] can´t authorize e -mail problem

[Peter van Beugen]

Can the OTRS box resolve the hostname?
Dit you try it with the IP address of the host instead?


-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Mercator GmbH
Verzonden: donderdag 31 augustus 2006 12:40
Aan: otrs@otrs.org
Onderwerp: [otrs] can´t authorize e -mail problem 


Try using \@ instead of @ in the username. This was mentioned on this   
list recently. (Yes, the GUI should probably make this "just work".) 

Nils Breunese.
<<<

Thanks Nils, but NO success!

When I use "[EMAIL PROTECTED] as username and put in
hostname "sardiniatravel", then it says: 
Auth for user [EMAIL PROTECTED]@sardiniatravel.net
failed!

When I leave the hostname blank, it says: 
"error OTRS-PM3-10 Can't connect to  "

So... what now?? I MUST get this to work!! I don´t get any mails to OTRS
and it´s my work!!!

Thanks, marc

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RE: [otrs] Session Management as Real Time Monitor?

[Peter van Beugen]

I also would love a Real Time Monitor function.
I searched and looked in de OTRS tables, but could not find usefull,
readable info. Anyone??

Regards,
Peter van Beugen

-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Danie
Verzonden: woensdag 30 augustus 2006 10:41
Aan: Otrs
Onderwerp: [otrs] Session Management as Real Time Monitor?

Hi ,

Is it possible to use the Session Management functionality in the Admin 
section , to for instance get real time stats on what agents are 
currently doing?

I think this would be a great feature for Managers etc , has anyone 
looked into a more GUI driven Session Manager or Real Time Monitor?

TIA

Danie
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RE: [otrs] Insert initial tickettext/email to note

[Peter van Beugen]

Maybe you can add a variable like  to the config
option:
$Self->{'Ticket::Frontend::NoteText'} = ";

I tried it once, but it didn't work.
But it can be, that I did not config it the right way...
I'm not a Perl expert.

Otherwise it would be a nice feature to add to the new OTRS 2.1 ??

Regards,
Peter


-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Patrick
Hofmann
Verzonden: maandag 28 augustus 2006 10:31
Aan: otrs@otrs.org
Onderwerp: [otrs] Insert initial tickettext/email to note

Hi there

We are currently integrating OTRS 2.0.4 into our customer portal.
Almost everything works as expected, however, right now there
is one thing we are not able to do. Manuals and mailinglists
checked, found nothing.

What I would like to do is to insert the original mail, or better,
the text of the last article/ticket into a note automatically
(similar behaviour like when using 'empty answer' link to
create an email followup) IMO I have to patch AgentTicketNote.pm
to achieve what I want, was already checking AgentTicketEmail.pm
and would more or less know how to do it. However, might break
something that way.

Anyone out there already done that? any help/pointer appreciated.

kind regards, Patrick

--
---
addr://Kasinostrasse 30, CH-5001 Aarau   tel://++41 62 823 9355
http://www.terreactive.com   fax://++41 62 823 9356
---
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Wir sichern Ihren Erfolg.terreActive AG
---
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RE: [otrs] initiate ticket via email? change password?

[Peter van Beugen]

1. Yes. OTRS is designed for this...
2. Easy: login as administrator ([EMAIL PROTECTED]). Go to Admin area,
Users, choose user and change the password

Download the manual and read it



-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Michael
Hannon
Verzonden: zaterdag 26 augustus 2006 3:52
Aan: otrs@otrs.org
Onderwerp: [otrs] initiate ticket via email? change password?

Greetings.  We've just started to play around with otrs on a Redhat 
linux system here.  I have a couple of noob questions.

(1) For years we've been conditioning people here to request computer 
help by sending email to a local address.  I.e., email to something
like:

 [EMAIL PROTECTED]

will initiate a help ticket using our current system.  Is there some way

to get the same behavior in otrs?

(2) There must be some way to change the default password for 
[EMAIL PROTECTED], but I haven't run across it.  Can somebody enlighten me?

Thanks.

- Mike
--
Michael Hannonmailto:[EMAIL PROTECTED]
Dept. of Physics  530.752.4966
University of California  530.752.4717 FAX
Davis, CA 95616-8677

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RE: [otrs] Customer limitations: just "New ticket"

[Peter van Beugen]

http://doc.otrs.org/2.0/en/html/x943.html



-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens
Boniforti Flavio
Verzonden: donderdag 10 augustus 2006 18:03
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] Customer limitations: just "New ticket"

Nils Breunese (Lemonbit Internet) ha scritto:

> I would just let your customers send an e-mail to the OTRS system. See

> chapter 7.2 in the manual (http://doc.otrs.org/2.0/en/html/x1244.html)

> for more information.

I'll be using it as you suggested (email inquiries get into the queue 
and then an Agent takes care of them).
Now, how may I be using automatic replies for my users? I mean something

like: "Your inquiry has arrived" and then "your inquiry has been
solved"...

Thanks,
-- 
--
Boniforti Flavio
Provincia del Verbano-Cusio-Ossola
Ufficio Informatica

Tecnoparco del Lago Maggiore
Via dell'Industria, 25
28924 Verbania
--
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RE: [otrs] Customer limitations: just "New ticket"

[Peter van Beugen]

Download the manual and read it!!
Or online:

http://doc.otrs.org/2.0/en/html/x1244.html#email-receiving-pop3


-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens
Boniforti Flavio
Verzonden: donderdag 10 augustus 2006 18:03
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] Customer limitations: just "New ticket"

Nils Breunese (Lemonbit Internet) ha scritto:

> I would just let your customers send an e-mail to the OTRS system. See

> chapter 7.2 in the manual (http://doc.otrs.org/2.0/en/html/x1244.html)

> for more information.

I'll be using it as you suggested (email inquiries get into the queue 
and then an Agent takes care of them).
Now, how may I be using automatic replies for my users? I mean something

like: "Your inquiry has arrived" and then "your inquiry has been
solved"...

Thanks,
-- 
--
Boniforti Flavio
Provincia del Verbano-Cusio-Ossola
Ufficio Informatica

Tecnoparco del Lago Maggiore
Via dell'Industria, 25
28924 Verbania
--
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RE: [otrs] Time lapse SMTP polling?

[Peter van Beugen]

RTFM
http://doc.otrs.org/2.0/en/html/

http://doc.otrs.org/2.0/en/html/x357.html#cronjobs



-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens
Boniforti Flavio
Verzonden: donderdag 10 augustus 2006 18:28
Aan: otrs@otrs.org
Onderwerp: [otrs] Time lapse SMTP polling?

Hello all.
How frequently is the POP3 mail account read by OTRS?
Where may I change that value?

Regards,
-- 
--
Boniforti Flavio
Provincia del Verbano-Cusio-Ossola
Ufficio Informatica

Tecnoparco del Lago Maggiore
Via dell'Industria, 25
28924 Verbania
--
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RE: [otrs] OTRS Upgradation

[Peter van Beugen]

See:
http://cvs.otrs.org/viewcvs.cgi/otrs/UPGRADING

you can copy all your data tot your new server 
mysql files on a linux server are usually in /var/lib/mysql/otrs (so
OTRS is the database here!)

I installed 2.04, renamed the OTRS directory to OTRS2 (or something...)
and than just copied the OTRS directory (= the MySQL database) to the
new server (in /var/lib/mysql of course).
(better is dumping en importing your data, but it works and is very fast
this way...)

Than I ran the upgrade script :
For MySQL:
  cat $OTRS_HOME/scripts/DBUpdate-to-2.0.mysql.sql | mysql -p -f -u
root otrs

maybe you must chown and chgrp the mysql files to owner/group mysql

It worked for me...

Regards,
Peter



-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Ravi
AHUJA
Verzonden: maandag 7 augustus 2006 14:09
Aan: otrs@otrs.org
Onderwerp: [otrs] OTRS Upgradation

Hi,

We are planing to upgrade to v 2.0.4.from 1.3   I have installed 2.0.4 
on   a new server.
I want to know, do i need to again create all users & queues, or there 
is some procedure to update from my old 1.3 otrs server.

Thnaks
Ravi Ahuja

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RE: [otrs] Problem in otrs.conf

[Peter van Beugen]

Did you correct te lines in: /etc/httpd/conf.d/otrs.conf  ??

PerlModule Apache   ==> Apache2
PerlInitHandler Apache  ==> Apache2

Regards,
Peter van Beugen



-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Joe
Fusco
Verzonden: woensdag 5 juli 2006 22:40
Aan: otrs@otrs.org
Onderwerp: [otrs] Problem in otrs.conf

I'm using Fedora Core 5 and have installed the otrs rpm.  The included
readme says install the rpm, restart apache, and launch the web
configuration.  Apache still won't start.  When I rename the
/etc/conf.d/otrs.conf file, httpd starts just fine.  That tells me the
problem is in the otrs.conf file... but where?  I'm not getting any
feedback, other than a warning about a useless use of AllowOverride,
that tells me where the problem might be.

ANY help is appreciated.

Thanks

Joe Fusco
Network Manager
Ocean Dental Corporate Headquarters
206 W. 6th
Stillwater, OK 74074
Ph:  405.707.0600
Fax: 405.707.7129
Cell: 405.612.8040

PLEASE NOTE NEW EMAIL ADDRESS
Email: [EMAIL PROTECTED]

Customer Service:  The state of voluntary subjection to a customer, the
condition of being bound to service. 
IMPORTANT - This e-mail message is intended only for the use of the
individual or entity to which it is addressed, and may contain
information that is privileged, confidential and exempt from disclosure
under applicable law. If you are not the intended recipient, you are
hereby notified that we do not consent to any reading, dissemination,
distribution or copying of this e-mail message. If you have received
this communication in error, please notify the sender immediately by
return e-mail, delete this e-mail, delete the transmitted information
and destroy any copies. Any dissemination or use of this information by
a person other than the intended recipient is unauthorized and may be
illegal. Violators may be prosecuted. 

E-mail transmission cannot be guaranteed to be secure or error-free as
information could be intercepted, corrupted, lost, destroyed, arrive
late, incomplete, or contain viruses. The sender therefore does not
accept liability for any errors or omissions in the contents of this
message, which arise as a result of e-mail transmission.

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RE: [otrs] customer "roles"

[Peter van Beugen]

Roles are available from
OTRS 2.0x

 

 









Van:
[EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Alejandro Leiva
Verzonden: donderdag 4 mei 2006
13:39
Aan: otrs@otrs.org
Onderwerp: [otrs] customer
"roles"



 



Hello,





 





    After read otrs 1.3 and 2.0 documentation
and tested in our lab an instance of otrs 1.3, I didn't find any way to assign
"roles" (roles as collection of permissions) to grant some customers
to change the priority of tickets.





 





    To explain more clear our scenario we have
two kinds of customers (plain customers and supervisors customers) plain
customers should create a new ticket with priority but they can't change that
priority. Supervisors customers can change the priority of all the tickets in
their queues.





 





    Thanks in advance for any suggestion.





 





Regards.








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RE: [otrs] Having a problem, please help...

[Peter van Beugen]

I run OTRS on FC4 and the FC1-FC3 RPM works fine
Disable SElinux and just change one thing:

In /etc/apache2/conf.d/otrs.conf, change "Apache::Reload" to "Apache2::Reload", 
at lines 13 and 14.

PerlModule Apache::Reload
PerlInitHandler Apache::Reload
==>
PerlModule Apache2::Reload
PerlInitHandler Apache2::Reload

Regards,

Peter van Beugen
directeur ICT
Telecom Direct Almere BV

-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Nils Breunese (Lemonbit 
Internet)
Verzonden: dinsdag 21 maart 2006 17:48
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] Having a problem, please help...

Matthew David Evens wrote:

> I'm using Fedora 4. Thank you for any help.

I believe there are some issues with running OTRS on FC4. The rpm is  
for FC1-FC3. I believe you need to change at least otrs.conf (search  
the mailinglist archives) and possibly your SELinux settings.

Still I don't think that that would give you the following error:

>> No SASL mechanism found
>>
>>  at /opt/otrs/Kernel/cpan-lib/Authen/SASL.pm line 62

Maybe someone else on this list that got OTRS working on FC4 can help  
out. I just upgraded my workstation to FC5, but I'm not running OTRS  
on it. :o)

Nils.
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RE: [otrs] SLA Management

[Peter van Beugen]

It is very very easy in OTRS

Just create 3 queues and POP3 accounts (and 3 different e-mail adresses) or by 
PostMaster Filter.

Read the OTRS manual

Regards,
Peter van Beugen
Telecom Direct Almere BV

-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens siengchye-oh
Verzonden: woensdag 8 maart 2006 12:11
Aan: otrs@otrs.org
Onderwerp: [otrs] SLA Management

Hi all,

I have just installed OTRS and it looks good out of box. I have a requirement
to define 3 levels of SLA with regard to response time (15 mins, 30 mins and 1
hour). Appreciate any advice from anyone who had implemented similar conditions
before. 

Also, is there anyone who had implemented SIRIOS? I am looking for
installation instruction as the manual is only in english.

Thanks in advance.


Regards,
Oh Sieng Chye)

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RE: [otrs] OTRS Stress Tests

[Peter van Beugen]

I run OTRS 1.3.2 on a RH9-linux box: an “old”
Compaq Prioliant system

Pentium III-500Mhz 1 Gb RAM

Up to 20 simultaneous users, handling
about 1.500 tickets a day

 

And no performance issues at all !

 

Regards,

Peter

 









Van:
[EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Thought Fix
Verzonden: dinsdag 14 februari
2006 20:56
Aan: User
 questions and discussions about OTRS.org
Onderwerp: [otrs] OTRS Stress
Tests



 

Is there a site for OTRS stress tests? I was unable to find it after
much Googling. 

We're trying to find the right solution for up to 20 simultaneous agents and
around 6,000-8,000 tickets per day. We can build as much of a server as this
needs but would like to high instead of low. 

Thanks!

--DRG






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RE: [otrs] Package Manager Error

[Peter van Beugen]

Did you run SetPermissions.sh als 
"SetPermissions.sh otrs apache apache apache apache" ??


Regards,
Peter

-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Jeff Alperin
Verzonden: zondag 12 februari 2006 0:06
Aan: otrs@otrs.org
Onderwerp: [otrs] Package Manager Error

I've just installed otrs and everything is working fine EXCEPT that I
get the following error when I click on the link for the Package
Manager:

Software error: ERROR: Need write permission in OTRS home
Try: $OTRS_HOME/bin/SetPermissions.sh !!!

I've run SetPermissions.sh and it doesn't help.  I successfully ran
Package Manager once (though I didn't actually install any packages).  Now
all I get is the error.  In the system log, I see the following line:

OTRS-CGI-10 Can't write file /opt/otrs///check_permissons.20334:
Permission denied!

Any suggestions as to what file/folder is having the problem?  Thanks.
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RE: [otrs] Agent reply to ticket notification

[Peter van Beugen]

If you don't want to use the system, why all that trouble??
Just use Outlook

But you can better USE OTRS and have all the nice things, all you can not get 
in Outlook. Especially when you have more than one or two agents handling the 
tickets.

So let them log in OTRS and use it to its full power. They will enjoy it!

Regards,
Peter


-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Peake, Jeremy
Verzonden: donderdag 19 januari 2006 17:15
Aan: User questions and discussions about OTRS.org
Onderwerp: RE: [otrs] Agent reply to ticket notification

Oops, let me clarify

I can do 1-3 fine.  #4 isn't working for me.  Instead of going to the OTRS web 
and composing the email there, can the agent simply reply to the notification 
in order to get a response to the user (using Outlook, not logging into the 
OTRS system)  

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Richard Mollel
Sent: Thursday, January 19, 2006 9:48 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Agent reply to ticket notification

OTRS can do all four
#3 can is achievable via compose email on the ticket screen. Infact, i have 
found out that i can have pre-composed replies and select which one to use, if 
you do encounter repetitive questions.
_Thanks

Richard

--- "Peake, Jeremy"
<[EMAIL PROTECTED]> wrote:

> Can OTRS do this:
> 
> 1) A user sends in a ticket via email.
> 
> 2) The queue agent gets a notification (via email) with the ticket 
> details
> 
> 3) The agent replies to the ticket notification with a response to the 
> user
> 
> 4) The OTRS server adds the agent response to the ticket and sends it 
> to the original user
> 
> 
> It looks like it does everything except send the agent's response back 
> to the user
> 
> 
> Thanks
> Jeremy P
> > ___
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe:
> http://lists.otrs.org/cgi-bin/listinfo/otrs
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> => http://www.otrs.de/


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