Re: [otrs] otrs forum/wiki
I second that, who's got hosting space and the time to implement/secure it? Will it be moderated (hopefully). Trevor On 9/14/05, Sumo664 <[EMAIL PROTECTED]> wrote: > Sounds like a good idea to me > > -Original Message- > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike > Conigliaro > Sent: 13 September 2005 22:25 > To: otrs@otrs.org > Subject: [otrs] otrs forum/wiki > > why not create an otrs forum/wiki? i see tons of questions going unanswered > every day. i think a forum would alleviate this, since posts can be > categorized and searched much easier. a wiki would be great for howtos and > other documentation. > > -- > Mike Conigliaro > Proactive Technologies > [EMAIL PROTECTED] > 203.239.0440 ext.17 > http://www.getproactivenow.com > ___ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > > > > > > ___ > Yahoo! Messenger - NEW crystal clear PC to PC calling worldwide with > voicemail http://uk.messenger.yahoo.com > ___ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > > http://www.otrs.de/ > -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] remove a queue, remove an e-mail address?
I believe that it truly would be a 'good thing' to be able to delete Queues, e-mails etc. One possibility would be to create an 'Orphan' queue that objects get assigned to that end up without an owner. Another option would be to warn the user that an object has items depending on it and to give them a list of options. Alternately, a preference could be to not display entries that have been disabled! I'm working on adding this functionality to the system but I've been swamped with work recently :-/. TrevorOn 9/15/05, Alvaro Lopez <[EMAIL PROTECTED]> wrote: Obviusly, it's not a great idea, but if you ensure that user, queues, ... hasn´t got any ticket associated, not trouble may causes that you erase an user. When I ended the test time I closed all tickets as "root", moving all tickets before to an admin queue that I not remove. im not that shure that the ability to delete things would be a great idea. or even an essential option...what should happen with the tickets in that queue? or the tickets refering tickets in that queue? or users that had tickets in that queue. or.or.or. there would be a lot of unresolved references in every case. how to handle them? Delete them all?you are free to delete things in the db. with the tools of the db. and you are free to live with a corrupted system then so in the view of system integrity i am pretty sure that the next version of otrs wont have the ability to delete things, but it will still have the ability to disable things. just 2ct..Li ___OTRS mailing list: otrs - Webpage: http://otrs.org/Archive: http://lists.otrs.org/pipermail/otrsTo unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrsSupport oder Consulting für Ihr OTRS System?=> http://www.otrs.de/ -- Alvaro López [EMAIL PROTECTED] www.genetsis.com C/ Francisca Delgado, 11, 3º. Arroyo de la Vega, 28108 - Alcobendas - (Madrid) T. 916574120 - F. 916574130 La información contenida en el presente correo electrónico es secreta y confidencial, y es de uso exclusivo del destinatario arriba indicado. Si usted no es el destinatario señalado, por favor, notifíquelo al remitente y borre este mensaje de su disco duro. Cualquier otro uso que haga del mismo está estrictamente prohibido. ___OTRS mailing list: otrs - Webpage: http://otrs.org/Archive: http://lists.otrs.org/pipermail/otrsTo unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrsSupport oder Consulting für Ihr OTRS System?=> http://www.otrs.de/ -- Heredocs, theredocs, everwhereadocsdocsold macdonald had a server farmhe eyed the I/O ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Roles / Groups / Users
Daniel, As far as I can tell: Group permissions override Role permissions. Therefore, give no Group permissions except for the admin user and add everyone to one or more Roles. Assign Group permissions to Roles just like you would a normal user. T On 8/26/05, Daniel Balan <[EMAIL PROTECTED]> wrote: > Hello Otrs, > > Din some one implemented all these? > Is there any documentation in order to explain more about OTRS philosophy ? > > Daniel > > > > -- > This message was scanned for spam and viruses by BitDefender. > For more information please visit http://www.bitdefender.com/ > > ___ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Possibly a Bug...Possibly Me....Agent Notifications
Well, everything seems to work now. I think that my problem was that I wasn't explicitly setting the owner of the ticket so it was sending notifications to a non-existant user. Thanks, Trevor ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Setting the default owner of a ticket using E-Mail
One more question. OTRS v 2.0.1 I'm a bit confused on the behaviour of OTRS in regards to ticket ownership. Here's the scenario: 1. Customer creates ticket 2. Notification is sent to Agents 3. Agent X replies to ticket via e-mail The OTRS system keeps setting the owner to the Admin User not to Agent X on that first reply. Can this be changed? Thanks, Trevor -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Possibly a Bug...Possibly Me....Agent Notifications
Hmm...That's the setting that I have right now. Could this be a permissions problem on some of the scripts? I'm not getting permissions errors. I may try a re-install and see if the problem goes away. Just for info: Fedore Core 3 OTRS 2.0.1 All required PERL Modules on Perl 5.8.5 Thanks, Trevor On 8/10/05, Christian Schoepplein <[EMAIL PROTECTED]> wrote: > Hi Trevor, > > On Tue, Aug 09, 2005 at 11:58:10AM -0400, Trevor Vaughan wrote: > >Basically, does anyone know how to properly set up Agent Notifications. > > > >I.e. When an external email comes into the queue, a notification is sent. > >When an agent enters something into the queue, a notification is sent. > >However, when a customer adds something into the queue from the > >customer web interface a notification is NOT sent. > > I can't reproduce this with a standard installation of 2.0.1. > > Please go to the preferences of the agent, who will recive the > notifications. Check if the queues, where new tickets come in, are > selected for "My Queues". Set also the "Send me a notification if > there is a new ticket in "My Queues"" to "yes". > > Thats all you have to do > > Ciao, > Christian > > -- > ((otrs)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg > http://www.otrs.de/ :: Manage your communication! > > > > -BEGIN PGP SIGNATURE- > Version: GnuPG v1.4.1 (GNU/Linux) > > iD8DBQFC+clDTFWOq90iSiERAnA5AKCb8Wekb7WoCzleKmf67ylHbdvRRgCbBRhK > ewSA0hjF+hTHnMmkSYqylj0= > =hOcU > -END PGP SIGNATURE- > > > ___ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > > -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Incoming message filters...external commands.
Does anyone know of a way to send the system an external command via an e-mail body. I.e. I put in [CLOSE] and the system will automatically close the ticket and send out notifications? I thought that I could do it from the incoming message filters but haven't been able to get it to work. Thanks, Trevor -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Possibly a Bug...Possibly Me....Agent Notifications
Ok, This is kind of related to a previous post but I've been able to expound upon it further. Basically, does anyone know how to properly set up Agent Notifications. I.e. When an external email comes into the queue, a notification is sent. When an agent enters something into the queue, a notification is sent. However, when a customer adds something into the queue from the customer web interface a notification is NOT sent. Can't figure this one out. Help appreciated. Thanks, Trevor -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Strange situation in agent notification.
I'm having a strange problem with the most recent OTRS and agent notifications. Basically, I have a test queue, called 'Test Queue' a user, 'Customer 1', and an agent 'Agent 1'. I have Agent 1 to be set up to recieve e-mail notifications whenever anything happens to Test Queue. Now, when Customer 1 e-mails the Test Queue e-mail '[EMAIL PROTECTED]', then everything works as expected. I.e. Agent 1 gets an e-mail saying "Hi, there is mail from Customer 1". However, when I use Customer 1 to enter a ticket directly into Test Queue from the web interface, Agent 1 does not get an e-mail. I've checked over everything and I just don't see what's going on. However, the e-mail is shown to be owned by [EMAIL PROTECTED] not [EMAIL PROTECTED] or Agent 1. Any clues? Thanks, Trevor -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] snipping ticket body
That's strange, I tried that and my e-mails then included the text '' so I changed it to '' and it seemed to work. (Well, up to 1 lines anyway). Trevor -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Multi-Homed OTRS
Great idea Victor. Thanks for all the input to everyone who posted, it's greatly appreciated. Trevor ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Multi-Homed OTRS
Victor, You have it correct, there would be two (or more) different sites for complete site failover no shared IPs etc... I.e. if City A gets a blackout, City B should still be fine. Thanks, Trevor -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Multi-Homed OTRS
Thanks for the suggestions, questions inline... > All the main data is in a centralized database. OTRS runs on multiple > webservers, all talking to the same database, that way theres no need to > synchronize. Just make sure the Database machine is rock solid. This is where I was thinking about the multi-master database. I can't use just one database because that still gives me a single point of failure which is a bad thing. It shouldn't be too hard since MySQL supports this now. > > The only thing you need to really worry about is both websesrvers > replicating work with their cron jobs > > You can do one of two things: > A) Make a "WhichServer" table in your database, each webserver gets a > script to check and see whis supposed to be the main server, and who is > still alive, and who needs to be running the cron jobs > > B) Let BOTH webservers run the cronjobs, just stagger them a little. You > wouldnt even need heartbeats, then. Unfortunately, it would be very difficult to prevent race conditions here, especially if the clocks on the servers had significant drift. With a heartbeat, it would allow a more serialized process which would prevent race conditions. Of course, where do I put my heartbeat server ;-). Can two heartbeat servers monitor the same boxes? How does that work? Thanks! Trevor -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Mail Timestamp.
Hmm, in that case, you may have one of two issues. The first is that the system clock is set to US EST (Is it a DELL? That happens sometimes) and, depending on what function is called, the code may be getting hardware time NOT system time (guess how I know this ;-). The other idea is that OTRS has a timezone hardcoded in it somewhere. I haven't looked, but that's the only other thing that I can think of at the local system. Are you positive that the mail you sent with the PHP script followed the same route as the mail from OTRS? Is the database, mail server, and web server all on the same machine? If not, check the clocks on the other machines. Good Luck! Trevor On 7/6/05, Tony Saurini <[EMAIL PROTECTED]> wrote: > Thats a good suggestion, Trevor. > > The thing is, I'm in London. All Time Zone settings are at GMT with a > fat +0 for everything. I've tested by sending both to my work account > and my personal email account (hich is hosted in Montana). I've haven't > had timestamp troubles since I've gotten here. > > More Troubleshooting: > - I also tested the box itself by whipping up a php script to shoot me > an email directly through its functions and THAT timestamp is hunky-dory. > > - Messages straight from the command line with sendmail are properly > timestamped as well. > > I'm flummoxed. > > -t > > PS: Go London 2012! > > >Date: Tue, 5 Jul 2005 15:03:26 -0400 > >From: Trevor Vaughan <[EMAIL PROTECTED]> > >Subject: Re: [otrs] Mail Timestamp. > > > >Are you West Coast US? If so, it sounds like you're having a GMT > >difference problem somewhere in your mail path, either at the source > >or destination. > > > > On 7/5/05, Tony Saurini <[EMAIL PROTECTED]> wrote: > > I'm working in implementing OTRS for our company and I notied the > > mails that are getting sent during my tests have a totally whach > > timeestamp, and I cannot dig up anything in the documentation or > > the code as to where I can fix this. > > Anyone have any ideas? > > - OTRS 1.3.2 > > - System time of server is dead on, timezone on server has > > been checked. > > - Everything seems okay. > > Timestamp is roughly 8 hours off, give or take a couple minutes. > > ___ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] is it possible to call custom scripts and modify tickets using custom modules?
Mike, I haven't played with OTRS too much, but you should be able to find the code that handles incoming mail and spawn a script from there. To keep it simple, you may want to use a FIFO pipe, a named pipe, or just a regular file to have an external routine (say cron) check for incoming e-mails. This will help to prevent immediate DoS attacks on the server in the case that your script goes haywire and it will limit the amount of code that needs to be changed. I would recommend creating a patch so that you know what you changed later. Trevor On 7/5/05, Mike Conigliaro <[EMAIL PROTECTED]> wrote: > i havent seen any responses to this yet, so i figured id > rephrase/simplify my question: > > does anyone know if it's possible to automatically execute a custom > shell script whenever a ticket is generated? ive been looking at the > documentation, but i have yet to come across an example of doing this. > > thanks in advance. > > > Mike Conigliaro wrote: > > hey guys, > > > > i'm in the process of putting together a custom monitoring system for a > > managed services provider, and i'm looking at helpdesk systems. between > > otrs and request tracker, i'm leaning towards otrs, but i don't know for > > sure if it can do what i need it to do. hopefully one of you can answer > > my question. > > > > i currently have zabbix monitoring all the devices and sending out > > alerts, which are fed directly into otrs. this works great so far. > > however, i need to be able to parse an incoming alert message for > > certain strings (ie: "such and such a service is down"). if a match is > > found, i will call a custom script to remotely restart the service and > > modify the ticket with the result (eg: close the ticket if the service > > was successfully restarted). > > > > is this possible? any advice would be greatly appreciated. thanks in > > advance. > > ___ > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > Support oder Consulting für Ihr OTRS System? > > => http://www.otrs.de/ > ___ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Multi-Homed OTRS
Victor, Thanks for the response and I apologize for the confusing language. Basically, what I am asking is if a hot backup site can be configured. I.e. Site A has the main OTRS service and Site B has a backup that must be synchronized with Site A. In the case that Site A fails, Site B should be able to pick up from where Site A left off with no major problems (I understand that e-mails may be forced into queues). Finally, when Site A comes back online, it should synchronize with Site B and resume the primary server function. I believe that the setup you describe would work but it may be interesting getting the heartbeat metrics correct at distributed sites. Thanks! Trevor On 7/6/05, Victor Rodriguez Cortes <[EMAIL PROTECTED]> wrote: > Hi! > > > I've searched through the archives and haven't found anything on this > > yet. Has anyone managed to set up OTRS in a multi-homed setting? If > > so, how would you go about this? > > What do you mean with "multi-homed"? Sorry, I don't speak english > natively > and I don't really know how to translate "multi-homed" to spanish when > refering to > OTRS ;) > > > Is it just a matter of setting up multi-master MySQL databases? > > I suppose that it depends on what do you need to archieve using a > "multi- > homed setting". If you need to distribute the load, you can put Apache and > OTRS on > one server, an SMTP server on another and the MySQL database on a third > machine, for example. If you need High Availability, you may use > HeartBeat+DRBD > and share mysql and OTRS data between 2 machines, so if the "master" goes > down, > the "slave" server will startup the service with little service loss. That's > how I have it > right now. > > > Thanks, > > > > Trevor > > Regards, > > > > --- > Victor R. Rodriguez > Departamento de Sistemas > Valoraciones del Mediterraneo, S.A. > --- > > > ___ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Mail Timestamp.
Are you West Coast US? If so, it sounds like you're having a GMT difference problem somewhere in your mail path, either at the source or destination. Trevor On 7/5/05, Tony Saurini <[EMAIL PROTECTED]> wrote: > Hi, > > I'm working in implementing OTRS for our company and I notied the mails > that are getting sent during my tests have a totally whach timeestamp, > and I cannot dig up anything in the documentation or the code as to > where I can fix this. > > Anyone have any ideas? > > - OTRS 1.3.2 > - System time of server is dead on, timezone on server has been checked. > - Everything seems okay. > > Timestamp is roughly 8 hours off, give or take a couple minutes. > > > > > -- > -Tony Saurini > > ___ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Multi-Homed OTRS
I've searched through the archives and haven't found anything on this yet. Has anyone managed to set up OTRS in a multi-homed setting? If so, how would you go about this? Is it just a matter of setting up multi-master MySQL databases? Thanks, Trevor -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
