Re: [otrs] Packages dependencies on SLES11
It doesn't seem to be a big showstopper but nevertheless bash-completion is a dependency that cannot be fulfilled: # zypper install otrs-5.0.9-01.noarch.rpm Loading repository data... Reading installed packages... Resolving package dependencies... Problem: nothing provides bash-completion needed by otrs-5.0.9-01.noarch Solution 1: do not install otrs-5.0.9-01.noarch Solution 2: break otrs-5.0.9-01.noarch by ignoring some of its dependencies Choose from above solutions by number or cancel [1/2/c] (c): 2 Resolving dependencies... Resolving package dependencies... The following NEW packages are going to be installed: apache2-mod_perl otrs perl-AppConfig perl-Convert-ASN1 perl-Crypt-SSLeay perl-Encode-HanExtra perl-File-HomeDir perl-Net-DNS perl-Net-IP perl-Template-Toolkit perl-Text-CSV_XS perl-Tie-IxHash perl-XML-LibXSLT perl-ldap The following packages are not supported by their vendor: otrs perl-Encode-HanExtra perl-Template-Toolkit perl-Text-CSV_XS perl-XML-LibXSLT 14 new packages to install. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Packages dependencies on SLES11
Hi all, So I downloaded OTRS for "SuSe 11" (SLES) and this is what I get: # rpm -ivh --test otrs-5.0.9-01.noarch.rpm error: Failed dependencies: bash-completion is needed by otrs-5.0.9-01.noarch cronie is needed by otrs-5.0.9-01.noarch apache2-mod_perl is needed by otrs-5.0.9-01.noarch perl(Crypt::SSLeay) is needed by otrs-5.0.9-01.noarch perl(Encode::HanExtra) is needed by otrs-5.0.9-01.noarch perl(JSON::XS) is needed by otrs-5.0.9-01.noarch perl(Net::DNS) is needed by otrs-5.0.9-01.noarch perl(Net::LDAP) is needed by otrs-5.0.9-01.noarch perl(Template) is needed by otrs-5.0.9-01.noarch perl(Text::CSV) is needed by otrs-5.0.9-01.noarch perl(Text::CSV_XS) is needed by otrs-5.0.9-01.noarch perl(XML::LibXSLT) is needed by otrs-5.0.9-01.noarch perl(YAML::XS) is needed by otrs-5.0.9-01.noarch While some of the Perl modules are certainly available, bash-completion and cronie is not in SLES11 AFAIK. Even the SDK repos are enabled. BTW This is SLES11 SP3. Any idea? Thanks, Marki - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] add my own drop down to a ticket
Hi guys, Can I add my own drop down to a ticket so I can select the category when creating a ticket and get a categozied result when generating a report? I know I can use service ->SLA to add a tree which I can select from. However, I want more than one categorization. For example, I want a ticket to select "Windows->logon->cannot logon" as "service" and "SLA". Meanwhile, I also want an agent to be able to select some other informaiton that I am interested like a drop down called "frequency" where I can select something like "only once", "occationally" or "can be reproduced". I may want to add a third dropdown to select something else... Is there anyway to do this? Thank you for any help you may provide. Sincerely, Andrew ----- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] SOAP::Lite version problem with OTRS 3.0.7 (Debian Squeeze)
Hello Mike :-) Thank you for your very quick answer. For the benefit of people new to OTRS, the method of installation (on a remote server) was to download http://users.otrs.com/~mb/SOAP-Lite-0.713_01.opm to the local computer, log into OTRS as root@localhost then Admin → System Administration → Package Manager → Browse → Install. Methods tried that did not work: using /opt/otrs/bin/opm.pl (it did not exist -- only in earlier versions of OTRS?) and downloading SOAP-Lite-0.713_01.opm to /opt/otrs/var/packages/ (it was not listed in Package Manager). Best Charles > -Original Message- > Date: Wed, 27 Apr 2011 10:58:24 +0200 > From: Michiel Beijen > Subject: Re: [otrs] SOAP::Lite version problem with OTRS 3.0.7 (Debian > Squeeze) > To: "User questions and discussions about OTRS." > Message-ID: > Content-Type: text/plain; charset=UTF-8 > > Hi Charles, > > The main problem is that the latest version of SOAP::Lite is > still broken. > I created a patched version of this module which you can install using > the OTRS package manager; see for more details > > http://blog.otrs.org/2011/03/04/fixing-the-soap-interface-for-otrs/ > > It's a nice way to cleanly install a patch for the SOAP module. > Please note that you really only need to care about this if you USE > the SOAP interface; if you don't, you can simply ignore the warning > from CheckModules. > -- > Mike - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] SOAP::Lite version problem with OTRS 3.0.7 (Debian Squeeze)
Hello :-) /opt/otrs/bin/otrs.CheckModules.pl reports: SOAP::Lite.failed!!! Version 0.712 not supported! This version is broken and not useable! Please use another version. But the CPAN shell command "upgrade SOAP::Lite:" reports: All modules are up to date for SOAP::Lite What to do? Versions: * Debian 6.0 (Squeeze) 64-bit, with aptitude safe-upgrade done today. * OTRS 3.0.7 from http://ftp.otrs.org/pub/otrs/otrs-3.0.7.tar.gz with MD5 sum checked. Best Charles - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Next ticket state on tickets
Hi, If you want close a ticket after replay, configure this line is the sysConfig _Dans Ticket -> Frontend::Agent::Ticket::ViewCompose_ Ticket::Frontend::AgentTicketCompose###StateDefault = close Regards, Claude Message original Sujet : [otrs] Next ticket state on tickets De : Jean BROW Pour : otrs@otrs.org Date : 07/12/2010 17:18 Hi all, How do I change so "Next ticket state:" always is "sucsessfull closed" when we replay to tickets? --------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Attachments <-> Responses
Hi, Firstly thanks for yours contributions and your help. I try to resume my problem. With the installation package, I have the blue link calld "delete this attachment " but when I click it I have this errors : Message: Invalid Challenge Token! Traceback (3688): Module: Kernel::Output::HTML::Layout::ChallengeTokenCheck (v1.176.2.17) Line: 1328 Module: Kernel::Modules::AdminAttachment::Run (v1.21) Line: 133 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48 So I try to replace the three files mentionned in the bug report and only in this case I haven't the list of attachments in menu “Attachments”. I can't submit your command but I do this by downloaded the AdminAttachmentForm.dtl and search . The search was right Thanks for all. Claude Message original ---- Sujet : Re: [otrs] Attachments <-> Responses De : Nils Leideck - ITSM Pour : User questions and discussions about OTRS. Date : 25/10/2010 22:05 Hi Claude, Do you have the menu “Attachments” in the “Queue & Responses” column in the OTRS admin panel? That is the place where you will find the list of available attachments. If so, just select an attachment, click “Change” and look at the bottom dark grey bar of the right attachment attribute view, there is a blue link called “delete this attachment” left beside your “add a attachment” link. If there is not that link duo, you are probably using a modified *dtl file. I recommend to run this command to see if the link is missing at all: grep -ir "delete this attachment” $OTRS_HOME/Kernel/Output/HTML/ My output is the following and this should be similar to yours: mole:Kernel root# grep -ir "delete this attachment" /opt/otrs246itsm/Kernel/Output/ /opt/otrs246itsm/Kernel/Output/HTML/Standard/AdminAttachmentForm.dtl: On 25.10.2010, at 11:05, PREF31 OTRS wrote: Hi, I already tried this solution and It doesn't work. So I told you, I only have "add a attachment" and not the list of attachments so I can't delete one . I will try to remove all references to these files in BDD (on a test server). Thanks you anyway Claude Message original Sujet : Re: [otrs] Attachments <-> Responses De : Michiel Beijen Pour : User questions and discussions about OTRS. Date : 22/10/2010 15:54 Hi Claude, I'm afraid you are using versions of files that are meant for upcoming OTRS 3 and not for the OTRS 2.4 branch. Again; please make sure to get these three files: otrs/Kernel/System/StdAttachment.pm version 1.31.2.2 http://source.otrs.org/viewvc.cgi/otrs/Kernel/System/StdAttachment.pm?revision=1.31.2.2&view=markup otrs/Kernel/Modules/AdminAttachment.pm version 1.21.2.1 http://source.otrs.org/viewvc.cgi/otrs/Kernel/Modules/AdminAttachment.pm?revision=1.21.2.1&view=markup otrs/Kernel/Output/HTML/Standard/AdminAttachmentForm.dtl version 1.18.2.1 http://source.otrs.org/viewvc.cgi/otrs/Kernel/Output/HTML/Standard/AdminAttachmentForm.dtl?revision=1.18.2.1&view=markup -- Mike On Thu, Oct 21, 2010 at 3:39 PM, PREF31 OTRS wrote: Hi Mike, Thanks for your mail, but your solution doesn't work. I have only "Add a new Attachment." in a left panel and in the right panel, attachments are listed but I can only change attributes I try this : I have downloaded the most recent version of AdminAttachment.pm and StdAttachment.pm and I found a note saying that the AdminAttachmentForm.dtl file was a dead file and will be replaced by the AdminAttachment.dtl. With this files now I can add, modify or delete attachment But menu 'responses' doesn't work. I have software error : in 'responses' Can't locate object method "GetAllStdAttachments" via package "Kernel::System::StdAttachment" at ../..//Kernel/Modules/AdminResponse.pm line 67. Regards and sorry for my bad english Claude Message original Sujet : Re: [otrs] Attachments <-> Responses De : Michiel Beijen Pour : User questions and discussions about OTRS. Date : 20/10/2010 12:50 Hi Claude, The file otrs/Kernel/System/StdAttachment.pm mentioned in the bug report was not completely correct and has been updated since. Please try again with this version: http://source.otrs.org/viewvc.cgi/otrs/Kernel/System/StdAttachment.pm?revision=1.31.2.2&view=markup -- Mike On Wed, Oct 20, 2010 at 12:38 PM, PREF31 OTRS wrote: Hi, This problem was already fixed in bug 4658. So I donwload the three files mentioned and I replace Kernel/Output/HTML/Standard/AdminAttachmentForm.dtl, Kernel/Modules/AdminAttachment.pm and Kernel/System/StdAttachment.pm with the files downloaded. But it's doesn't work, now when I
Re: [otrs] Attachments <-> Responses
Hi, I already tried this solution and It doesn't work. So I told you, I only have "add a attachment" and not the list of attachments so I can't delete one . I will try to remove all references to these files in BDD (on a test server). Thanks you anyway Claude Message original ---- Sujet : Re: [otrs] Attachments <-> Responses De : Michiel Beijen Pour : User questions and discussions about OTRS. Date : 22/10/2010 15:54 Hi Claude, I'm afraid you are using versions of files that are meant for upcoming OTRS 3 and not for the OTRS 2.4 branch. Again; please make sure to get these three files: otrs/Kernel/System/StdAttachment.pm version 1.31.2.2 http://source.otrs.org/viewvc.cgi/otrs/Kernel/System/StdAttachment.pm?revision=1.31.2.2&view=markup otrs/Kernel/Modules/AdminAttachment.pm version 1.21.2.1 http://source.otrs.org/viewvc.cgi/otrs/Kernel/Modules/AdminAttachment.pm?revision=1.21.2.1&view=markup otrs/Kernel/Output/HTML/Standard/AdminAttachmentForm.dtl version 1.18.2.1 http://source.otrs.org/viewvc.cgi/otrs/Kernel/Output/HTML/Standard/AdminAttachmentForm.dtl?revision=1.18.2.1&view=markup -- Mike On Thu, Oct 21, 2010 at 3:39 PM, PREF31 OTRS wrote: Hi Mike, Thanks for your mail, but your solution doesn't work. I have only "Add a new Attachment." in a left panel and in the right panel, attachments are listed but I can only change attributes I try this : I have downloaded the most recent version of AdminAttachment.pm and StdAttachment.pm and I found a note saying that the AdminAttachmentForm.dtl file was a dead file and will be replaced by the AdminAttachment.dtl. With this files now I can add, modify or delete attachment But menu 'responses' doesn't work. I have software error : in 'responses' Can't locate object method "GetAllStdAttachments" via package "Kernel::System::StdAttachment" at ../..//Kernel/Modules/AdminResponse.pm line 67. Regards and sorry for my bad english Claude Message original Sujet : Re: [otrs] Attachments <-> Responses De : Michiel Beijen Pour : User questions and discussions about OTRS. Date : 20/10/2010 12:50 Hi Claude, The file otrs/Kernel/System/StdAttachment.pm mentioned in the bug report was not completely correct and has been updated since. Please try again with this version: http://source.otrs.org/viewvc.cgi/otrs/Kernel/System/StdAttachment.pm?revision=1.31.2.2&view=markup -- Mike On Wed, Oct 20, 2010 at 12:38 PM, PREF31 OTRS wrote: Hi, This problem was already fixed in bug 4658. So I donwload the three files mentioned and I replace Kernel/Output/HTML/Standard/AdminAttachmentForm.dtl, Kernel/Modules/AdminAttachment.pm and Kernel/System/StdAttachment.pm with the files downloaded. But it's doesn't work, now when I go to management -> attachements there is no attachment listed. Thanks Claude Message original Sujet : Re: [otrs] Attachments <-> Responses De : Nils Leideck - ITSM Pour : User questions and discussions about OTRS. Date : 12/10/2010 12:37 Hi, Could you please be so kind and spent some minutes to open a Bug entry on http://bugs.otrs.org for this one. On 08.10.2010, at 22:46, PREF31 OTRS wrote: I have one attachment associated to one response . How can I delete this attachement ? When I try to delete the attachment, it occurs the error "Invalid Challenge Token" Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Attachments <-> Responses
Hi Mike, Thanks for your mail, but your solution doesn't work. I have only "Add a new Attachment." in a left panel and in the right panel, attachments are listed but I can only change attributes I try this : I have downloaded the most recent version of AdminAttachment.pm and StdAttachment.pm and I found a note saying that the AdminAttachmentForm.dtl file was a dead file and will be replaced by the AdminAttachment.dtl. With this files now I can add, modify or delete attachment But menu 'responses' doesn't work. I have software error : in 'responses' Can't locate object method "GetAllStdAttachments" via package "Kernel::System::StdAttachment" at ../..//Kernel/Modules/AdminResponse.pm line 67. Regards and sorry for my bad english Claude Message original Sujet : Re: [otrs] Attachments <-> Responses De : Michiel Beijen Pour : User questions and discussions about OTRS. Date : 20/10/2010 12:50 Hi Claude, The file otrs/Kernel/System/StdAttachment.pm mentioned in the bug report was not completely correct and has been updated since. Please try again with this version: http://source.otrs.org/viewvc.cgi/otrs/Kernel/System/StdAttachment.pm?revision=1.31.2.2&view=markup -- Mike On Wed, Oct 20, 2010 at 12:38 PM, PREF31 OTRS wrote: Hi, This problem was already fixed in bug 4658. So I donwload the three files mentioned and I replace Kernel/Output/HTML/Standard/AdminAttachmentForm.dtl, Kernel/Modules/AdminAttachment.pm and Kernel/System/StdAttachment.pm with the files downloaded. But it's doesn't work, now when I go to management -> attachements there is no attachment listed. Thanks Claude Message original Sujet : Re: [otrs] Attachments <-> Responses De : Nils Leideck - ITSM Pour : User questions and discussions about OTRS. Date : 12/10/2010 12:37 Hi, Could you please be so kind and spent some minutes to open a Bug entry on http://bugs.otrs.org for this one. On 08.10.2010, at 22:46, PREF31 OTRS wrote: I have one attachment associated to one response . How can I delete this attachement ? When I try to delete the attachment, it occurs the error "Invalid Challenge Token" Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project ----- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ----- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ----- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ----- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Attachments <-> Responses
Hi, This problem was already fixed in bug 4658. So I donwload the three files mentioned and I replace Kernel/Output/HTML/Standard/AdminAttachmentForm.dtl, Kernel/Modules/AdminAttachment.pm and Kernel/System/StdAttachment.pm with the files downloaded. But it's doesn't work, now when I go to management -> attachements there is no attachment listed. Thanks Claude Message original Sujet : Re: [otrs] Attachments <-> Responses De : Nils Leideck - ITSM Pour : User questions and discussions about OTRS. Date : 12/10/2010 12:37 Hi, Could you please be so kind and spent some minutes to open a Bug entry on http://bugs.otrs.org for this one. On 08.10.2010, at 22:46, PREF31 OTRS wrote: I have one attachment associated to one response . How can I delete this attachement ? When I try to delete the attachment, it occurs the error "Invalid Challenge Token" Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project ----- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ----- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] problem when composing mail to customer
Hi,
Thanks for your response, it's ok. The address is no longer include in
replies.
Regards
Claude
Message original
Sujet : Re: [otrs] problem when composing mail to customer
De : Michiel Beijen
Pour : User questions and discussions about OTRS.
Date : 14/10/2010 18:57
Hi Claude,
You should configure the inbound email addresses under Admin > System
Email Addresses, then they will no longer be included in replies from
your agents.
--
Mike
On Wed, Oct 13, 2010 at 12:25 PM, PREF31 OTRS
wrote:
Hi,
When I compose a mail to a customer, I don't want to send a copy to the
PostMaster Mail Account. I search in Sysconfig and I find this option
"Ticket::Frontend::ComposeExcludeCcRecipients" in "Ticket ->
Frontend::Agent::Ticket::ViewCompose" but changing this option in Yes or No
don't change the bcc when OTRS compose a mail.
Where can I configure this option ?
Also I want a response without signature for a queue and a response with
signature for another queue.
I find the "ResponseFormat" in "Ticket ->
Frontend::Agent::Ticket::ViewCompose" but it's the same for all the queues.
So I can't delete the $QData{"Signature"}. I try to configure the queues
with no signature but a signature is required when I configure a queue and a
signature can't be empty.
How can I proceed ?
Thanks and regards
Claude
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Re: [otrs] Attachments <-> Responses
I have open a Bug entry claude Message original Sujet : Re: [otrs] Attachments <-> Responses De : Nils Leideck - ITSM Pour : User questions and discussions about OTRS. Date : 12/10/2010 12:37 Hi, Could you please be so kind and spent some minutes to open a Bug entry on http://bugs.otrs.org for this one. On 08.10.2010, at 22:46, PREF31 OTRS wrote: I have one attachment associated to one response . How can I delete this attachement ? When I try to delete the attachment, it occurs the error "Invalid Challenge Token" Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project ----- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ----- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] problem when composing mail to customer
Hi,
When I compose a mail to a customer, I don't want to send a copy to the
PostMaster Mail Account. I search in Sysconfig and I find this option
"Ticket::Frontend::ComposeExcludeCcRecipients" in "Ticket ->
Frontend::Agent::Ticket::ViewCompose" but changing this option in Yes or
No don't change the bcc when OTRS compose a mail.
Where can I configure this option ?
Also I want a response without signature for a queue and a response with
signature for another queue.
I find the "ResponseFormat" in "Ticket ->
Frontend::Agent::Ticket::ViewCompose" but it's the same for all the
queues. So I can't delete the $QData{"Signature"}. I try to configure
the queues with no signature but a signature is required when I
configure a queue and a signature can't be empty.
How can I proceed ?
Thanks and regards
Claude
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[otrs] Attachments <-> Responses
Hi, I have one attachment associated to one response . How can I delete this attachement ? When I try to delete the attachment, it occurs the error "Invalid Challenge Token" Thanks Claude - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Attachments files
Thanks
Claude
Message original
Sujet : Re: [otrs] Attachments files
De : Leonardo Certuche
Pour : User questions and discussions about OTRS.
Date : 20/09/2010 16:22
Hello,
either on database or in filesystem, depending on what you have at
defined at
Ticket -> Core::Ticket
Ticket::StorageModule:
Select your TicketStorageModule to safe the attachments of articles.
"DB" stores all data in the database. Don't use this module if big
attachments will be stored. "FS" stores the data in the filesystem.
This is faster but webserver user should be the otrs user. You can
switch between the modules even on a running system without any loss
of data.
Leonardo Certuche
www.itconsultores.com.co <http://www.itconsultores.com.co>
Medellín, Colombia
On 20 September 2010 07:28, PREF31 OTRS
<mailto:o...@haute-garonne.pref.gouv.fr>> wrote:
Hi,
Can someone tell me where are the attachments files ?
Thanks
Claude
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[otrs] Attachments files
Hi, Can someone tell me where are the attachments files ? Thanks Claude - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Deleting queue contents
Hi, I try and it's OK. Thanks Claude Message original Sujet : Re: [otrs] Deleting queue contents De : Marco Vannini Pour : User questions and discussions about OTRS. Date : 17/09/2010 09:28 run a GenericAgent job, in its properties there are everything you need for that On Fri, Sep 17, 2010 at 8:58 AM, PREF31 OTRS wrote: can I delete all tickets , all history events and all associated files from a queue ? I do tests and I want to clean the database and files before the production time. Thanks - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Deleting queue contents
Hi, How can I delete all tickets , all history events and all associated files from a queue ? I do tests and I want to clean the database and files before the production time. Thanks Claude - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] OTRS in french
Hi, I post my fr.pm at http://lists.otrs.org/cgi-bin/listinfo/i18n. at 24 Aug 2010. Can I repeat my question about the translation for history items ? I translate 'History::CustomerUpdate' by 'Mise à jour : %s', and the translation is ok for 'mise à jour' but the description '%s' is not translated. So for 'History::StateUpdate' translated in 'Avant : "%s" Après : "%s"', but the state represented by the '%s' is always in english. Thanks for help Claude Message original Sujet : Re: [otrs] OTRS in french De : Michiel Beijen Pour : User questions and discussions about OTRS. Date : 13/08/2010 20:41 Hi Claude, First of all, we're always interested to receive any enhancements for existing translation files. Please subscribe to our translators mailing list at: http://lists.otrs.org/cgi-bin/listinfo/i18n and submit them there. If there are things you can't translate, please check in our bug tracker at http://bugs.otrs.org if there are already open issues for it. If not, please file a bug report for it. As for the translation for history items; this is a bit different from the rest of OTRS; please search for the string 'History::CustomerUpdate' in your translation file, there you can change the French translation. -- Michiel On Fri, Aug 13, 2010 at 10:48 AM, PREF31 OTRS wrote: Hi, I use OTRS in french and I translated the web interface by adding some expressions or words translations in the fr.pm file delivered in the installation package. But there are some terms that seem not possible to translate in the fr.pm file So, the actions displayed in the tickets history as "newticket" or "UpdateCustomer" or the days displayed in pdf-edition are not translated. Could someone tell me where should be placed the translations for this ? Regards Claude - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] OTRS in french
Hi, First, sorry for my english, it's not easy for me. Thanks for your response. But perhaps I dont explain so well my problem I translate 'History::CustomerUpdate' by 'Mise à jour : %s', and the translation is ok for 'mise à jour' but the description '%s' is not translated. So for 'History::StateUpdate' translated in 'Avant : "%s" Après : "%s"', but the state represented by the '%s' is always in english. For the stats, I join one exemple of my problem Thanks for the URL http://bugs.otrs.org , I check it, but... Regards Claude Message original Sujet : Re: [otrs] OTRS in french De : Michiel Beijen Pour : User questions and discussions about OTRS. Date : 13/08/2010 20:41 Hi Claude, First of all, we're always interested to receive any enhancements for existing translation files. Please subscribe to our translators mailing list at: http://lists.otrs.org/cgi-bin/listinfo/i18n and submit them there. If there are things you can't translate, please check in our bug tracker at http://bugs.otrs.org if there are already open issues for it. If not, please file a bug report for it. As for the translation for history items; this is a bit different from the rest of OTRS; please search for the string 'History::CustomerUpdate' in your translation file, there you can change the French translation. -- Michiel On Fri, Aug 13, 2010 at 10:48 AM, PREF31 OTRS wrote: Hi, I use OTRS in french and I translated the web interface by adding some expressions or words translations in the fr.pm file delivered in the installation package. But there are some terms that seem not possible to translate in the fr.pm file So, the actions displayed in the tickets history as "newticket" or "UpdateCustomer" or the days displayed in pdf-edition are not translated. Could someone tell me where should be placed the translations for this ? Regards Claude - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Name: Liste des tickets fermés le mois dernier. 2010-07; Created: 2010-08-09 16:40:20 "Jours";"Thu 1";"Fri 2";"Sat 3";"Sun 4";"Mon 5";"Tue 6";"Wed 7";"Thu 8";"Fri 9";"Sat 10";"Sun 11";"Mon 12";"Tue 13";"Wed 14";"Thu 15";"Fri 16";"Sat 17";"Sun 18";"Mon 19";"Tue 20";"Wed 21";"Thu 22";"Fri 23";"Sat 24";"Sun 25";"Mon 26";"Tue 27";"Wed 28";"Thu 29";"Fri 30";"Sat 31";"Sum" "AddNote";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0" "Bounce";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0" "CustomerUpdate";"0";"0";"0";"0";"0";"7";"181";"4";"0";"0";"0";"12";"1";"0";"0";"4";"0";"0";"0";"0";"0";"0";"0";"0";"0";"4";"0";"0";"0";"0";"0";"213" "EmailAgent";"0";"0";"0";"0";"0";"1";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0";"0&
[otrs] OTRS in french
Hi, I use OTRS in french and I translated the web interface by adding some expressions or words translations in the fr.pm file delivered in the installation package. But there are some terms that seem not possible to translate in the fr.pm file So, the actions displayed in the tickets history as "newticket" or "UpdateCustomer" or the days displayed in pdf-edition are not translated. Could someone tell me where should be placed the translations for this ? Regards Claude ----- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] How to Ticket feedback in OTRS
Thanks a lot finally I understood , I will download and install Do you have any idea what the other packages are for Benchmark Calendar FAQ FileManager MasterSlave OpenNMS Support System Monitoring System Status Time accounting Webmail On Wed, May 19, 2010 at 12:53 PM, Marco Vannini wrote: > You should use PackageManager inside Admin area. You can also download it > manually here <http://ftp.otrs.org/pub/otrs/packages/> and use opm.plcommand > in bin directory (launch > opm.pl without param for info on usage) > > HTH > > MV > > > On Wed, May 19, 2010 at 7:44 AM, Otrs User wrote: > >> Sorry My Question was not clear.. >> From where should I download the package "Survey"Does it come by >> default with OTRS 2.4 >> I cannot find that in otrs.org site also >> I am running OTRS 2.4.5 and ITSM 1.3 in Windows environment. >> >> >> >> On Tue, May 18, 2010 at 6:13 PM, Alexander Halle >> wrote: >> >>> Otrs User wrote : >>> >>> Thanks a lot , Sorry Pl tell me were to get that Package "Survey" >>>> >>> >>> Hi, >>> >>> you find the package manager under the admin icon in OTRS. >>> >>> Regards >>> >>> Alexander >>> >>> -- >>> radprax Gesellschaft fuer medizinische Versorgungszentren mbH, >>> Bergstr. 7 - 9, 42105 Wuppertal, >>> Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 >>> Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. >>> Renate Tewaag >>> Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 >>> Web: http://www.radprax.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 >>> >>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >>> http://www.otrs.com/en/support/enterprise-subscription/ >>> >> >> >> --------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> > > > ----- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] How to Ticket feedback in OTRS
Sorry My Question was not clear.. >From where should I download the package "Survey"Does it come by default with OTRS 2.4 I cannot find that in otrs.org site also I am running OTRS 2.4.5 and ITSM 1.3 in Windows environment. On Tue, May 18, 2010 at 6:13 PM, Alexander Halle wrote: > Otrs User wrote : > > Thanks a lot , Sorry Pl tell me were to get that Package "Survey" >> > > Hi, > > you find the package manager under the admin icon in OTRS. > > Regards > > Alexander > > -- > radprax Gesellschaft fuer medizinische Versorgungszentren mbH, > Bergstr. 7 - 9, 42105 Wuppertal, > Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 > Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. > Renate Tewaag > Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 > Web: http://www.radprax.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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Stats for Ticket Responsible
Can somebody Help me on this .. How to include Ticket responsible /Ticket Owner when taking stats (I want to know the no of calls resolved by by each agent against a week) On Tue, May 18, 2010 at 3:54 PM, Otrs User wrote: > Hi > > Can anybody Pl tell me how can I get a statistics for calls resolved by > each agent based on Ticket Responsible and Ticket Owner field. > I tried different option in Stats module , but could not locate the same. > > Thanks & Regards > > --------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Stats for Ticket Responsible
Hi Can anybody Pl tell me how can I get a statistics for calls resolved by each agent based on Ticket Responsible and Ticket Owner field. I tried different option in Stats module , but could not locate the same. Thanks & Regards ----- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] How to Ticket feedback in OTRS
Nils Leideck Thanks a lot , Sorry Pl tell me were to get that Package "Survey" Thanks On Thu, May 13, 2010 at 5:46 PM, Nils Leideck - ITSM < nils.leid...@leidex.net> wrote: > Hi, > > On 13.05.2010, at 14:09, Otrs User wrote: > > Can somebody Tell me if we can have a online survey for tickets closed > throu OTRS > > > yes ;-) > > Just install the package “Survey” via OTRS Package Manager and play around > with that. > > Freundliche Grüße / Kind regards > > Nils Leideck > > -- > Nils Leideck > Senior Consultant > > nils.leid...@leidex.net > nils.leid...@otrs.com > > http://webint.cryptonode.de / a Fractal project > > > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] How to Ticket feedback in OTRS
Hi Can somebody Tell me if we can have a online survey for tickets closed throu OTRS - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] propagation of tickets to multiple queues
Hi all, I'm trying to figure out the way how I can propagate tickets from one queue to another. Let me explain...in our company we have several different builds which are used by different customers... for example customer A has build 1.2, customer B has build 1.3 - which is an improved version of 1.2 Now the customers have different queues for submitting their tickets and when customer from build 1.2 submits a bug ticket then this ticket sometimes MUST be propagated to 1.3 because 1.3 sometimes contains the same bugs. So is there an easy way how to do this ticket propagation between the queues ? Or do I have to create a brand new ticket in the particular every time this happens ? THanks a lot Cheers johnny - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Notification mail, customer interface
Hi all, I have 2 questions 1.) Is there a way how to set up a mail for each queue for example on which all the notifications - regarding the ticket updates - are sent to ? 2.) Is there a way how to display the ticket view in customer interface by the latest update time ? ie to see the most recent updated ticket on top etc... ? Thanks a lot. jb - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] PROPER STANDARD procedure for upgrade
What kind of attention ? Or what did you mean by that ? :) Thanks Cheers __ > Od: marco.vann...@gmail.com > Komu: "User questions and discussions about OTRS." > Datum: 09.02.2010 14:24 > Předmět: Re: [otrs] PROPER STANDARD procedure for upgrade > >hi you, if you have a rpm there is no problem to uvh... you just have to pay attention to rpmnew files that this operation generates. MV On Tue, Feb 9, 2010 at 1:17 PM, Otrs Customer wrote: > >Hi all, >is there a proper standard procedure how to upgrade/patch OTRS on different >OS ? >I'm using Fedora and OTRS 2.4.4 and I've browsed the lists all over and found >million opinions on upgrade. >It seems that there is no standard procedure at all... >Some people even say that rpm -Uvh will do the job but I'm not >sure - maybe I'm a bit doubtful because I've read so many opinions on this >matter. >So is there ANY proper standard procedure how to upgrade/update/patch OTRS >from 2.4.4 to 2.4.7 on Fedora ? >Thanks, >Cheers > > >----- >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > >NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >http://www.otrs.com/en/support/enterprise-subscription/ > > >- >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > >NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >http://www.otrs.com/en/support/enterprise-subscription/ > ----- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] PROPER STANDARD procedure for upgrade
Hi all, is there a proper standard procedure how to upgrade/patch OTRS on different OS ? I'm using Fedora and OTRS 2.4.4 and I've browsed the lists all over and found million opinions on upgrade. It seems that there is no standard procedure at all... Some people even say that rpm -Uvh will do the job but I'm not sure - maybe I'm a bit doubtful because I've read so many opinions on this matter. So is there ANY proper standard procedure how to upgrade/update/patch OTRS from 2.4.4 to 2.4.7 on Fedora ? Thanks, Cheers ----- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Ticket on hold
Hi Can anybody Please telll how to define a Ticket State "Hold" and time for which the ticket state is Hold , should not be calculated for Average resolution time. Regards Rupa - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Automatically send list of all open tickets everyday
Hi Alxendar I am using windows OTRS version , where can I find the script file , and can I schedule the script to run in windows. Thanks Rupa On Sun, Dec 13, 2009 at 5:58 AM, Alexander Halle wrote: > Otrs User wrote : > > Is it possible that OTRS will send all the open tickets (pending tickets) >> everyday in night to list of e-mail ID. >> > > Hello Rupa, > > with the stats module you can create a list of tickets matching your filter > criteria. As an output format you can choose a csv file. Since one can run a > statistic also via an included script you can automate this process and so > realize your wish. > > The stats module is explained in the admin manual, but one needs some time > and tries to successfully create the wanted results. > > The mentioned script should AFAIR be mkStats.pl in /opt/otrs/bin/ . > > > Regards > > Alexander > > -- > radprax Gesellschaft fuer medizinische Versorgungszentren mbH, > Bergstr. 7 - 9, 42105 Wuppertal, > Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 > Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. > Renate Tewaag > Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 > Web: http://www.radprax.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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > ----- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Automatically send list of all open tickets everyday
Hi all Is it possible that OTRS will send all the open tickets (pending tickets) everyday in night to list of e-mail ID. Regards Rupa == - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Customer DB import from excel sheet
Hello Alxendar Thanks a lot again for the reference in admin manual. I added the lines in defaults.pm file and was able to see the fields I have added and deleted all unnecessary fields. My Customer database has only all the fields which I require Thanks again Rupa On Fri, Dec 11, 2009 at 12:30 PM, Alexander Halle wrote: > Otrs User wrote : > [...] > > I installed the client and found the table (customer_user) >> I inserted a column of my choice thru sql client. >> But in OTRS under customer database I could not see that cloumn , do I >> need to any other changes to show on frontend. >> > [...] > > Hello Rupa, > > to use additional columns you also need to tell OTRS about them. I'm sorry, > this exceeds my knowledge, but as a start try chapter 11.2.1 of the admin > manual. > > > Regards > > Alexander > > -- > radprax Gesellschaft fuer medizinische Versorgungszentren mbH, > Bergstr. 7 - 9, 42105 Wuppertal, > Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 > Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. > Renate Tewaag > Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 > Web: http://www.radprax.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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Customer DB import from excel sheet
Hello Alxendar Thanks for that great clue. I installed the client and found the table (customer_user) I inserted a column of my choice thru sql client. But in OTRS under customer database I could not see that cloumn , do I need to any other changes to show on frontend. It is seen in the sql client , I also restarted the otrs service. Thanks Rupa On Thu, Dec 10, 2009 at 3:08 PM, Alexander Halle wrote: > Rupa wrote : > [...] > > I have customer Info with fields like (Name , location , E-mail ID and >> Phone) in excel sheet , Can I import it in OTRS customer database and >> overwrite the existing field >> > [...] > > Hello Rupa, > > use a sql client to import the data right into the database. You don't need > any import script, it's pretty straightforward. Sorry, I don't remember the > table name, but this was easy to find by looking through the database with a > sql gui client (e.g. HeidiSQL for Windows). > > Please note that I had to experiment first by adding records manually > before I found out what columns I needed in my to be imported csv file. > > Regards > > Alexander > > -- > radprax Gesellschaft fuer medizinische Versorgungszentren mbH, > Bergstr. 7 - 9, 42105 Wuppertal, > Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 > Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. > Renate Tewaag > Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 > Web: http://www.radprax.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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Customer DB import from excel sheet
Hi I have OTRS Windows 2.4.5 installed I have customer Info with fields like (Name , location , E-mail ID and Phone) in excel sheet , Can I import it in OTRS customer database and overwrite the existing field How can I edit a customer database to have my own details Thanks Rupa - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Raw queue ticket generation stopping
Hi Niel Thanks for thr reply . Disaled RAW queue notification and configured "Notification (event)" for Ticketqueue update Thanks Rupa On Mon, Dec 7, 2009 at 5:40 PM, Niels van Adrichem wrote: > Hi Rupa, > > > > An e-mail will become a ticket (or added to a ticket) as soon as received. > > So the ticketed will be created as soon as received. > > > > Just disable the customer reply on the raw-queue and have an email sent > when moved to the other queue. > > > > Met vriendelijke groet, > > *Niels L.M. van Adrichem > **ITCall - Your Partner in Telecom and Contact Center Services!** * > > *[image: ITCalllogoSmall]*** > > Tel: +31 (0) 10 707 38 98 > Mob: +31 (0) 6 234 95 069 > Fax: +31 (0) 10 519 08 70 > E-mail: nvanadric...@itcall.nl > > Rodenrijseweg 70 > 2651 BV BERKEL & RODENRIJS > > > > > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of > *Otrs User > *Sent:* maandag 7 december 2009 12:46 > *To:* User questions and discussions about OTRS. > > *Subject:* Re: [otrs] Raw queue ticket generation stopping > > > > Hi Niels > > > > Thanks for the responce > > > > a) Name given :-) > > b) I have disabled the auto responce of RAW queue , I receive the emails > which cutomers send to the otrs system in RAW queue , when I see the history > , the first > > Action is New ticket , > > Comment is New Ticket [200912041042] created (Q=Raw;P=3 > normal;S=new). > > > > I do not want this action , I have created a queue called "Active call" , i > will manually browse the mails in RAW Queue and only the mails which I > manually move to "Active call " queue should have ticket created and mails > sent automatically to cutomers with ticket number etc.. > > Can you give me basic steps to achieve this , will be of great help. > > > > Thanks in advance > > Rupa > > On Mon, Dec 7, 2009 at 1:36 PM, Niels van Adrichem > wrote: > > Just a few brief tips. > > > > a) Don’t post anonymously. > > b) Read the manual. An e-mail HAS to be within a ticket. Maybe you > can disable the automatic response on the RAW queue, and send one when the > ticket (not e-mail) is being moved. > > > > Though I still don’t think that you get the idea of the queues and the > states, “Active call” is more a ticket state than a queue type. > > > > Best of luck. > > > > Met vriendelijke groet, > > *Niels L.M. van Adrichem > **ITCall - Your Partner in Telecom and Contact Center Services!** * > > *[image: ITCalllogoSmall]* > > Tel: +31 (0) 10 707 38 98 > Mob: +31 (0) 6 234 95 069 > Fax: +31 (0) 10 519 08 70 > E-mail: nvanadric...@itcall.nl > > Rodenrijseweg 70 > 2651 BV BERKEL & RODENRIJS > > > > > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of > *Otrs User > *Sent:* zondag 6 december 2009 13:37 > *To:* otrs@otrs.org > *Subject:* Re: [otrs] Raw queue ticket generation stopping > > > > Hi, > > > > Someone can help me on this . > > > > Thanks > > On Fri, Dec 4, 2009 at 7:28 PM, Otrs User wrote: > > Hi All > > > > I have just installed OTRS 2.4.5 on windows machine and did basic > configuration. > > A ticket is generated automatically when new mail is received in RAW .Can I > stop this and create a ticket only when when moved to a specifc queue (Eg > Queue which i created Active calls) > > > > Thanks > > > > > > > ----- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > <>- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Raw queue ticket generation stopping
Hi Niels Thanks for the responce a) Name given :-) b) I have disabled the auto responce of RAW queue , I receive the emails which cutomers send to the otrs system in RAW queue , when I see the history , the first Action is New ticket , Comment is New Ticket [200912041042] created (Q=Raw;P=3 normal;S=new). I do not want this action , I have created a queue called "Active call" , i will manually browse the mails in RAW Queue and only the mails which I manually move to "Active call " queue should have ticket created and mails sent automatically to cutomers with ticket number etc.. Can you give me basic steps to achieve this , will be of great help. Thanks in advance Rupa On Mon, Dec 7, 2009 at 1:36 PM, Niels van Adrichem wrote: > Just a few brief tips. > > > > a) Don’t post anonymously. > > b) Read the manual. An e-mail HAS to be within a ticket. Maybe you > can disable the automatic response on the RAW queue, and send one when the > ticket (not e-mail) is being moved. > > > > Though I still don’t think that you get the idea of the queues and the > states, “Active call” is more a ticket state than a queue type. > > > > Best of luck. > > > > Met vriendelijke groet, > > *Niels L.M. van Adrichem > **ITCall - Your Partner in Telecom and Contact Center Services!** * > > *[image: ITCalllogoSmall]*** > > Tel: +31 (0) 10 707 38 98 > Mob: +31 (0) 6 234 95 069 > Fax: +31 (0) 10 519 08 70 > E-mail: nvanadric...@itcall.nl > > Rodenrijseweg 70 > 2651 BV BERKEL & RODENRIJS > > > > > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of > *Otrs User > *Sent:* zondag 6 december 2009 13:37 > *To:* otrs@otrs.org > *Subject:* Re: [otrs] Raw queue ticket generation stopping > > > > Hi, > > > > Someone can help me on this . > > > > Thanks > > On Fri, Dec 4, 2009 at 7:28 PM, Otrs User wrote: > > Hi All > > > > I have just installed OTRS 2.4.5 on windows machine and did basic > configuration. > > A ticket is generated automatically when new mail is received in RAW .Can I > stop this and create a ticket only when when moved to a specifc queue (Eg > Queue which i created Active calls) > > > > Thanks > > > > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Raw queue ticket generation stopping
Hi, Someone can help me on this . Thanks On Fri, Dec 4, 2009 at 7:28 PM, Otrs User wrote: > Hi All > > I have just installed OTRS 2.4.5 on windows machine and did basic > configuration. > A ticket is generated automatically when new mail is received in RAW .Can I > stop this and create a ticket only when when moved to a specifc queue (Eg > Queue which i created Active calls) > > Thanks > > ----- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Raw queue ticket generation stopping
Hi All I have just installed OTRS 2.4.5 on windows machine and did basic configuration. A ticket is generated automatically when new mail is received in RAW .Can I stop this and create a ticket only when when moved to a specifc queue (Eg Queue which i created Active calls) Thanks - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] modification of free text fields
Hi, I've been useing text free fields for quite a long time. Now we've come to the point when we would like to change the name (TicketFreeKey) of particular ticket free text from for example Working State to Current State - what I'm worried is that once I will change this to the new value the whole thing will crash :) as I find otrs very sensitive even to small changes - well small as we are seeing them - big as the OTRS designers are seeing them. So can I change the name of that free text field without any fatal consequences ? Also can I change particular TicketFreeText(s) without facing the same consequences ? Thanks a lot for all the help in advance, Cheers Johnny ----- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] User permission
Yeah, thought so too. I just tested it and that seem to work. Thanks, Fairuz >>> Marco Vannini 07/10/09 4:52 PM >>> Hi, the last RW override all others. you should stop to create probably On Fri, Jul 10, 2009 at 10:46 AM, OTRS o...@ens.com.my> wrote: Good day, I am having problem with user permission, I have set agent permission to a group as follows; ro- yes move_into - yes create - yes owner - no priority - no rw - yes After submitting, the ownership and priority change to yes. How do i ensure that the agent doesn't have the permission to change the ownership. The agent should be able to read and update ticket, move ticket into queue and finally create it. I tried a couple of time to change it but doesn't seem to work. Pls help. Thanks, Fairuz --------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ --------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] User permission
Good day, I am having problem with user permission, I have set agent permission to a group as follows; ro- yes move_into - yes create - yes owner - no priority - no rw - yes After submitting, the ownership and priority change to yes. How do i ensure that the agent doesn't have the permission to change the ownership. The agent should be able to read and update ticket, move ticket into queue and finally create it. I tried a couple of time to change it but doesn't seem to work. Pls help. Thanks, Fairuz - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] View/search by Customer Company name
Good day, By default, the OTRS only display the info regarding the customer' users: 1. How do I go about to configure to also show the customer company profile when zoom into a ticket. 2. During ticket creation, how to add by company, then using a drop-down list and select customer Thanks, Fairuz - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] My Queues
Good day, I having problem with "My Queues". I have created a couple of queues in the OTRS 2.3. Created a couple of test emails. When i assigned to ticket to one of the agent. The ownership is retain with me but the responsibility is with the agent. When i click on My Queues; there are no ticket display. (0) How do i go about to resolve this. Thanks, Fairuz - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Replay text
Use the Ticket::Frontend::ResponseFormat to create your favourite order. (SysConfig, Frontend::Agent::Ticket::ViewCompose) regads, Bruno -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of A W Sent: Saturday, March 21, 2009 8:22 PM To: otrs@otrs.org Subject: [otrs] Replay text Hope that anyone can help me. When I replaying to a message my text is on the BUTTOM of the email. I want the replay text to be on TOP of the email. How do I change this? - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Install with debian 4
Hi everybody, I am new to this mailing list, I have planned to use otrs for the support of an online free game which is called stellarium (http://www.stellarium.ch). This game is in French. I am installed otrs v 2.0.4 on a Debian 4 etch (stable) that's the default package provided by this distro. My stack is composed by Apache 2.2.x, mod_perl 2.0.2, mysql 5.0.x, exim 4 (only to forward mails). The 2.0 manual of otrs give a link about how to install and configure on Debian (http://www.writely.com/View.aspx?docid=drm3kmx_0cbr3x9) but google doc told me that's I haven't enough rights to see it. So, I manage to install by myself using the Debian packages, CPAN and the manual. The only thing I have to change is adding a use lib '/usr/lib/perl5/DBI/ProfileDumper'; in apache2-perl-startup.pl to be able to enable Apache::DBI which should increase performance as advised in README.webserver. Everything look fine now, it's work, but compared to the 2.2.3 install of the demo.otrs.org system it's really slow when I try to send an answer to the user. Sometime I could wait up to 10 secondes to display the answer and 10 also to send the mail. It's strange because I am alone on this server and there is no other users. Also, the rest of the system respond really quickly. In this case, what would you try ? 1) Upgrade to the most current version using tarball 2) Something is wrong in the perl dependencies, try to upgrade it 3) Something is wrong in my stack and I should check it 4) Anything else So if anyone have an advice about this it's really welcome :) Thanks in advance Jean Martin [EMAIL PROTECTED] _______ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Last article in queue view
Hi all, can anyone explain me how i can show only the really last article of a ticket in queue view. For now i see the last article for/of customer in this view but i want to see the really last article in ticket. Kind regards Thorsten ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] otrs Digest, Vol 59, Issue 62
Hi Egor,
I'm talking about the version 2.2.6
--
Message: 2
Date: Tue, 17 Jun 2008 12:12:25 +0400
From: Egor Tsilenko <[EMAIL PROTECTED]>
Subject: Re: [otrs] expand zoom view for customer
To: "User questions and discussions about OTRS.org"
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes
Hi Thorsten!
Are you talking about 2.3 beta or 2.2.7 stable?
Sent from my iPhone
On 12.06.2008, at 17:00, OTRS - Thorsten
<[EMAIL PROTECTED]> wrote:
Hi all,
one new feature in otrs is the expand zoom view feature. But it is
only available in the agent webinterface. With this function it is
possible to see all articles of a ticket at once. it is configurable
in the config Frontend::Agent::Ticket::ViewZoom.
We need this function for our customer webinterface too. Can someone
explain me the way to do that, because i find no possibility to do
that by configuring the system.
Kind regards
Thorsten
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End of otrs Digest, Vol 59, Issue 62
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[otrs] OTRS and IE 6
Hi all, are there any know problems between IE 6 and OTRS 2.2.6. Some of our customers have the problem that they have to do several attempts to navigate through their customer webinterface, because they get a "side can not be loaded" error page of internet explorer. With firefox we don't get this error. But the customers can't use firefox. 2 other users of he same customer don't have this problem with the webinterface but use the same system configuration and version of IE 6. Can anybody please explain me what the problem is, and how I can solve it!? Kind regards Thorsten _______ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
[otrs] expand zoom view for customer
Hi all, one new feature in otrs is the expand zoom view feature. But it is only available in the agent webinterface. With this function it is possible to see all articles of a ticket at once. it is configurable in the config Frontend::Agent::Ticket::ViewZoom. We need this function for our customer webinterface too. Can someone explain me the way to do that, because i find no possibility to do that by configuring the system. Kind regards Thorsten ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
[otrs] expand zoom view for customers
Hi all, one new feature in otrs is the expand zoom view feature. But it is only available in the agent webinterface. With this function it is possible to see all articles of a ticket at once. it is configurable in the config Frontend::Agent::Ticket::ViewZoom. We need this function for our customer webinterface too. Can someone explain me the way to do that, because i find no possibility to do that by configuring the system. Kind regards Thorsten ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
[otrs] Auto response problem
Hi all, I've set up OTRS on a Gentoo box, by using the source code, and installing to /opt/otrs, instead of using the package in Portage. It's setup fine and works great. I can create tickets, I've setup POP3 so when an email is received, a new ticket is generated. I can also send emails out from existing tickets without any problem at all. The only problem I cannot seem to overcome is with the new ticket autoresponder. I've trawled the web looking for answers, and the only ones I can find so far date back to 2002. When I switch on the autoresponder, the reply to field is always empty. I've changed the autoresponder email address, plus the queue's system address to a different one, and the header shows the difference in the from address. Now some mail servers are not particularly fussy, but the relay I'm having to use is, and will not deliver the autoresponder. I've done all the basic checks, read the online manuals and hunted the net for answers, but I think it's some code somewhere, but I don't know where. I've also updated to the latest stable version, 2.2.4. Please see the header (edited) below: >From MAILER-DAEMON Sun Nov 25 18:20:20 2007 Return-Path: <> X-Spam-Checker-Version: SpamAssassin 3.2.1-gr1 (2007-05-02) on *** X-Spam-Level: X-Spam-Status: No, score=0.1 required=5.0 tests=RDNS_NONE autolearn=no version=3.2.1-gr1 X-Original-To: [EMAIL PROTECTED] Delivered-To: [EMAIL PROTECTED] Received: from localhost (*** [127.0.0.1]) by *** (Postfix) with ESMTP id D7D3611A5 for <[EMAIL PROTECTED]>; Sun, 25 Nov 2007 18:20:20 + (GMT) X-Virus-Scanned: amavisd-new at *** Received: from *** ([127.0.0.1]) by localhost (*** [127.0.0.1]) (amavisd-new, port 10024) with ESMTP id HxG8MEIVDHa7 for <[EMAIL PROTECTED]>; Sun, 25 Nov 2007 18:20:09 + (GMT) Received: from *** (unknown [*.*.*.*]) by *** (Postfix) with ESMTP id 63AD9D95 for <[EMAIL PROTECTED]>; Sun, 25 Nov 2007 18:20:09 + (GMT) Received: by *** (Postfix, from userid 103) id BA2272604B; Sun, 25 Nov 2007 18:20:03 + (GMT) Content-Type: text/plain; charset="utf-8" Content-Disposition: inline Content-Transfer-Encoding: quoted-printable MIME-Version: 1.0 Subject: [Ticket#2007112510000133] test X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) X-Mailer: OTRS Mail Service (2.2.4) Date: Sun, 25 Nov 2007 18:20:03 + X-Loop: yes Message-ID: <[EMAIL PROTECTED]> To: [EMAIL PROTECTED] From: OTRS Support Team <[EMAIL PROTECTED]> I'd appreciate any help with this. Thanks, Richard. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] What would cause Followups to go to the wrong agent?
Wow, thanks a ton! The user that wasn't receiving followup notification seemed okay. However, the two agents that were mistakenly receiving her notifications, did not have default queues assigned. When I assigned them default queues, the agent that wasn't receiving followup notifications, began to receive them! Also, this cause the agents that were mistakenly receiving the other agent's followup notifications to cease to receive them. All is well now, Thank you *very* *very* much. Charlie - Original Message From: Andy Lubel <[EMAIL PROTECTED]> To: User questions and discussions about OTRS.org Sent: Tuesday, August 7, 2007 11:20:09 AM Subject: RE: [otrs] What would cause Followups to go to the wrong agent? Take a look at the agents profile (when logged on as the agent not receiving the notifications go to "Preferences"). There you will see the notification settings. You will need to also highlight the queues that you want these notifications for. HTH, -Andy Lubel -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of otrs user Sent: Monday, August 06, 2007 2:26 PM To: otrs@otrs.org Subject: [otrs] What would cause Followups to go to the wrong agent? Hi, What would cause followups to go to the wrong agent? I have an agent that is not receiving followup notification when a customer replies to a ticket. Instead, the followup is going to an agent that is not involved with the ticket in any way. I've browsed the MySQL data to look for problems, but haven't seen any issues. Could anyone give me a clue where to look? I'm running a current version of OTRS 2.2.1 on Linux, with data stored in MySQL. Cheers, Charlie Yahoo! oneSearch: Finally, mobile search that gives answers, not web links. http://mobile.yahoo.com/mobileweb/onesearch?refer=1ONXIC _______ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? =http://www.otrs.com/ _______ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/ Choose the right car based on your needs. Check out Yahoo! Autos new Car Finder tool. http://autos.yahoo.com/carfinder/ _______ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
[otrs] What would cause Followups to go to the wrong agent?
Hi, What would cause followups to go to the wrong agent? I have an agent that is not receiving followup notification when a customer replies to a ticket. Instead, the followup is going to an agent that is not involved with the ticket in any way. I've browsed the MySQL data to look for problems, but haven't seen any issues. Could anyone give me a clue where to look? I'm running a current version of OTRS 2.2.1 on Linux, with data stored in MySQL. Cheers, Charlie Yahoo! oneSearch: Finally, mobile search that gives answers, not web links. http://mobile.yahoo.com/mobileweb/onesearch?refer=1ONXIC ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Agent(s) not receiving FollowUp notification after upgrade to 2.2.1
- Original Message From: otrs user <[EMAIL PROTECTED]> To: User questions and discussions about OTRS.org Sent: Wednesday, July 25, 2007 9:44:44 AM Subject: Re: [otrs] Agent(s) not receiving FollowUp notification after upgrade to 2.2.1 Hi, Has any one any idea why one agent's follow up notifications are never being sent to that agent, but instead are sent to three unrelated agents? All other agent's work just fine. OTRS 2.2.1 on Centos 3.8, datastore is MySQL 5.0 --- I guess not Shape Yahoo! in your own image. Join our Network Research Panel today! http://surveylink.yahoo.com/gmrs/yahoo_panel_invite.asp?a=7 ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Agent(s) not receiving FollowUp notification after upgrade to 2.2.1
Hi, Has any one any idea why one agent's follow up notifications are never being sent to that agent, but instead are sent to three unrelated agents? All other agent's work just fine. OTRS 2.2.1 on Centos 3.8, datastore is MySQL 5.0 Cheers, -- Charlie Bronson Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, photos & more. http://mobile.yahoo.com/go?refer=1GNXIC ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
[otrs] Agent(s) not receiving FollowUp notification after upgrade to 2.2.1
Greetings, I would appreciate any assistance debugging this lack of agent follow up after my upgrade. My OS is Centos 3.8 (Red Hat Enterprise clone) Perl Version 5.8.0 Apache 2.0.46-68 MySQL 5.0.45 OTRS 2.2.1 OTRS is configured to store data in MySQL I've just completed an upgrade from OTRS 1.2.x to OTRS 2.2.1. The upgrade seemed to go smoothly. I upgraded via RPM and also ran four upgrade scripts: cat /opt/otrs/scripts/DBUpdate-to-1.3.mysql.sql | mysql -p -f -u root otrs cat /opt/otrs/scripts/DBUpdate-to-2.0.mysql.sql | mysql -p -f -u root otrs cat /opt/otrs/scripts/DBUpdate-to-2.1.mysql.sql | mysql -p -f -u root otrs cat /opt/otrs/scripts/DBUpdate-to-2.2.mysql.sql | mysql -p -f -u root otrs I've since noticed two problems. I have an Agent that is not receiving Follow up notification when a customer replies. All Follow up notifications to this problem agent *do* get sent out, but it goes to three wrong agents. I've checked that all agent email addresses are accurate. Perhaps related to this, I have this in from PostMasterPop3 Subject: Cron <[EMAIL PROTECTED]> $HOME/bin/PostMasterPOP3.pl >> /dev/null ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Mon Jul 23 12:15:07 2007 Message: Need User or UserID! Traceback (31508): Module: Kernel::System::User::GetUserData (v1.64) Line: 126 Module: Kernel::System::Ticket::Article::SendAgentNotification (v1.142) Line: 1771 Module: Kernel::System::Ticket::Article::ArticleCreate (v1.142) Line: 404 Module: Kernel::System::PostMaster::FollowUp::Run (v1.54) Line: 217 Module: Kernel::System::PostMaster::Run (v1.65) Line: 292 Module: main::FetchMail (v1.25) Line: 206 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.25) Line: 125 ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Mon Jul 23 12:15:09 2007 Message: Need User or UserID! Traceback (31508): Module: Kernel::System::User::GetUserData (v1.64) Line: 126 Module: Kernel::System::Ticket::Article::SendAgentNotification (v1.142) Line: 1771 Module: Kernel::System::Ticket::Article::ArticleCreate (v1.142) Line: 404 Module: Kernel::System::PostMaster::FollowUp::Run (v1.54) Line: 217 Module: Kernel::System::PostMaster::Run (v1.65) Line: 292 Module: main::FetchMail (v1.25) Line: 206 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.25) Line: 125 ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Mon Jul 23 12:15:09 2007 Message: Need User or UserID! Traceback (31508): Module: Kernel::System::User::GetUserData (v1.64) Line: 126 Module: Kernel::System::Ticket::Article::SendAgentNotification (v1.142) Line: 1771 Module: Kernel::System::Ticket::Article::ArticleCreate (v1.142) Line: 404 Module: Kernel::System::PostMaster::FollowUp::Run (v1.54) Line: 217 Module: Kernel::System::PostMaster::Run (v1.65) Line: 292 Module: main::FetchMail (v1.25) Line: 206 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.25) Line: 125 Regards, Charles Bronson. Yahoo! oneSearch: Finally, mobile search that gives answers, not web links. http://mobile.yahoo.com/mobileweb/onesearch?refer=1ONXIC _______ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
[otrs] How to disable customers from changing ticket priority
In older versions of OTRS there was a parameter called CustomerPriority that you could set to 1 or 0 to allow or disallow customers to change the priority of their tickets. Now that CustomerPriority is not longer around, how is that feature accessed? In other words, how do I make a change to allow/disallow customers from changing their ticket priorities? ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
[otrs] First LDAP database and now want to add mysql
Hello, I first had a LDAP connection for my clients and for the agents. everything worked fine but now i want to add also a mysql for some other clients. I did this like it was said in the manual under 9.2.3. Use more than one customer backend with OTRS but when i stop otrs and start it again i get the following error in my Apache2 error log file: [Mon Aug 14 13:59:17 2006] [error] Can't load Perl file: C:/OTRS/otrs/scripts/apache2-perl-startup.pl for server www.somenet.com:80, exiting... the file exists but i dont know where i gets the www.somenet.com server ? What can i do ? thnx ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Queue appending HOWTO
[EMAIL PROTECTED] schrieb: Hi everybody, Normally the new tickets will be added at the bottom of the queue. Is there any way to show the new tickets at the top of the queue. Help appreciated Yes there is a way to change this behaviour. Go to SysConfig : Ticket -> Frontend::Agent::Ticket::ViewQueue. There you are able to change the order. We have already a otrs-forum where this feature is discussed, only problem at the moment is, that this all is in german. Perhaps this will help you although. http://www.otrs-forum.de/viewtopic.php?t=13 Have a good day, Bye Stefan ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] How to begin on statistic framework
Alexander Scholler wrote: Hi there, I would like to build my own statistic analysis within the statistic framework of OTRS, located in ~/Kernel/System/Stats. Actualy im working on a php framework for creating stats offline like awstats and munin. You are able to customize your SQL-Systax an get an nice looking image. The framework is nearly ready for production (~80%), but im searching for good SQL-Strings. Look at the otrs-forum (http://www.otrs-forum.de/viewtopic.php?t=171) I´m working hard on this project, but only in my private time . I don't know how to start. Can anybody give me a hint? Bye, Alex _ Bye Stefan ___ 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 f�r Ihr OTRS System? => http://www.otrs.de/
[otrs] notification to agents
Hello, We wants to know when a new ticket is created. So every time a ticket is created we want to see an email in an email box. We already assigned personal queues to agents and activated notification on new ticket, but we don't get a notification. Can someone help me?? Kind regards, Roel Niesen ___ 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] custom sorting of tickets
I'm thinking about using OTRS for a client's site. One of the features I absolutely need is the ability to sort all of my tickets into the exact order I want. I know a lot of systems only allow you to specify a few priority levels and then sort tickets by those levels. Is the kind of custom sorting I'm looking for possible with OTRS? -- sarah adams web developer & programmer portfolio: http://sarah.designshift.com blog: http://hardedge.ca ___ 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] OTRS Install on CentOS with cPanel
Greetings all! I am really sorry if this topic has been covered I would love to hear some comments on OTRS install on CentOS with cPanel / WHM We are getting ready to install OTRS on one of our production servers running the above. Thank you very much in advance for your input! Cheers... Dave ParagonHost.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/
Re: [otrs] Re: Can an agent receive notifications for a ticket lockedby another agent ?
Steven wrote: OK, I thought that this was the default. All of my agents receive all follow-up notifications, regardless of who is the owner. Could it be because all three of us are admins in OTRS as well? This may be relevant: http://bugs.otrs.org/show_bug.cgi?id=981 ___ 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] Follow up notification and the "My Queues" feature
I am having trouble with the "My Queues" feature. If I select one of the queues as a "My Queue", and I have the "Follow up notification" set to "Yes", then I receive email notifying me of a follow up response for ALL tickets to that queue, even ones where I am NOT (and never was) the owner. Is this the intended behavior? (I am using the 2.0 version of OTRS.) ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Tickets locked after close
There seems to be a strange inconsistency when closing tickets one-by-one and when closing via bulk action. If a ticket arrives and I immediately choose to close it (e.g., it is obvious spam), then the ticket closes and unlocks. However, if I choose to close it by using the bulk action method, the ticket closes but remains locked by me. (Note that the lock pulldown is selected to be "Unlock ticket.) This second behavior is a problem since I do now want to have to then go in and unlock all the tickets I have just closed. Is this the way bulk action is supposed to work? Thanks, UIUC Library OTRS admin ___ 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] Queue Hierarchy
Hello, Otrs 2.0 supports 3 Levels auf Queue hierarchy for Subqueues in the dropdown-display. How can i increase this level to 5 or 6 in the display? For example following Queues with Subqueue-Relationship. - Software --Operating Systems ---Server Windows 2003 -ServerName1 -ServerName2 ---Desktops Windows XP --DesktopName1 can anyone help? best regards Volkhard Vogeler Vogeler AG ___ 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] What customer permissions needed to see own tickets
I am somewhat confused about the permissions model used in OTRS. I have a queue named "Main". One of the settings for this queue is Group which I have set to the group "helpdesk". The "helpdesk" group is a small group of staff who are supposed to answer the tickets. I am not sure what setting the queue Main to this group means (as far as I can tell, this is not explained anywhere in the documentation). But now I have "customers" who submit problems to the "helpdesk" queue but cannot see their tickets when they log in to the customer screen. Why not? Do they have to be added to the "helpdesk" group? If so, doesn't that mean that they could then act as agents and see other customers tickets? Thanks. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] remote mysql server {Scanned}
Xavier,
One way around this problem that i use for remote mysql servers, would be to
create an ssh tunnel from your otrs server to your mysql server. the command i
use is : ssh [EMAIL PROTECTED] -L 3306:localhost:mysqlportonserver
that way i use the local otrs program without any changes to the mysql
connection details, and changing the port that it uses on the mysql server is
as simple as changing the bit after localhost in the ssh line.
I know its not the best solution, but i use it to connect to remote mysql
servers when there running on unsecured networks.
Hope this may help (worst case its a temp fix to the problem!)
Matt
Xavier Fustero <[EMAIL PROTECTED]> wrote ..
> Thanks Gerold,
>
> >> has someone configured otrs to use an external mysql server? I can
> >> only make it working with a local mysql server.
> >> I tried to play a little bit with the file Config.pm to add a port
> >> number but I didn't success. Is this possible?
> >
> > from my experiences in an other case I remember that there was one
> > thing to keep in mind was the connectivity of the mysql database itself,
> > that is, it was not configured to be accessible from other places then
> > localhost out of the box, which was debian in my case.
> > So did you test a connection to the mysql database from your
> > otrs machine (first without having OTRS involved)?
> >
> >>
> >>
> >> bash] grep mysql Kernel/Config.pm
> >># (The database DSN for MySQL ==> more: "man DBD::mysql")
> >>$Self->{DatabaseDSN} =
> >> "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};";
> >>
> > Or do you ask for the syntax of these settings?
>
> I am asking for the syntax here. We have a dedicated mysql server. It is
> reachable from any host on our network. Every mysql instance runs on a
> different port number. My otrs server, has a local mysql which I setup
> to test otrs quickly. I tried to use our mysql server but I could not
> make it work. Played a little bit with the port variable on the above
> code but I didn't success. I prefer to use our mysql server instead of
> a local one. That's the question. Is anybody doing it? If yes, can it be
> done defining the port number where mysql runs? (because it is not on
> the default port). If someone knows how to do it, can you please help me
> on this bit of code?
>
> Thanks in advance,
> Xavi
>
> > ___
> > 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/
>
>
>
> --
> Xavier Fustero Benavent Work: +44(0)1223 494664
> Systems Unix AdministratorFax: +44(0)1223 494468
> EMBL-European Bioinformatics Institute (EBI).
> Wellcome Trust Genome Campus
>
> ___
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> => http://www.otrs.de/
>
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[otrs] multiple otrs installs {Scanned}
hi can anyone help me with this or is it even posible? I want to run OTRS on a multiple virtual servers, is there a way to install otrs so that the bulk of the code is comon accross each OTRS virtualserver, and only the config file is diferant? there apears to be the ability to do this with the number setting to make each install seperate, but i cant find any info on how to actaully do this :( i would like to keep all the seperate otrs servers within the same database (these are only going to be handling a small number of requests each) but i cant have one virtual server seeing the data from another. after i installed otrs for the first time, i already had a database setup with the corect dbname and user/password, but the online install script wouldnt let me procede without deleteing the old database and recreating it, so how would i setup any new virtual servers, to use the same database without affecting the data from other OTRS virtual servers? any help would be great thanks in advance Matt Lowe -- This message has been scanned for viruses and dangerous content by the www.ms.mlsis.co.uk MailScanner, and is believed to be clean. Please contact [EMAIL PROTECTED] for support. ___ 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] How to reduce number of syslog messages
I get a lot of messages of the form Jan 10 10:45:38 rush32 OTRS-CGI-10[16567]: [Notice][Kernel::System::Ticket::Arti cleSend] Sent email to '"Ferd Berfel" <[EMAIL PROTECTED]>' from 'Hfreej support <[EMAIL PROTECTED]'. HistoryType => SendAutoReply, Subject => [Ticket#: 20 0501101077] Request received - Ticket created; that are appearing in /var/log/messages on our Linux system. I do not want purely informational messages like this to show up in /var/log/messages. How do I stop them? THanks, Adam Lewnberg _______ 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] Can't use Mod_perl with apache2 and otrs!
Ok, I finally see what you are talking about but the use lib directives in the apache2-perl-startup.pl are there and point to the correct directories. Even with those in I try to do a perl -cw apache2-perl-startup.pl I get this error: Can't locate Apache.pm in @INC (@INC contains: /home4/system/otrs/Kernel/cpan-lib /home4/system/otrs/ /opt/perl-5.8.5/lib/5.8.5/sun4-solaris /opt/perl-5.8.5/lib/5.8.5 /opt/perl-5.8.5/lib/site_perl/5.8.5/sun4-solaris /opt/perl-5.8.5/lib/site_perl/5.8.5 /opt/perl-5.8.5/lib/site_perl .) at scripts/apache2-perl-startup.pl line 22. BEGIN failed--compilation aborted at scripts/apache2-perl-startup.pl line 22. Any more ideas? I've gone over the README.webserver sooo many times but I can't get this to work :( --Matthew Shapiro --- Graham Smith <[EMAIL PROTECTED]> wrote: > Read the README.webserver document, the Module > Apache.pm should be in > the /Kernel/cpan-lib/CGI directory > It sounds as if you > are missing the relevant use lib settings... > > On Fri, 2004-11-19 at 17:20, [EMAIL PROTECTED] > wrote: > > I have the loadmoduel directive (LoadModule > > perl_modulemodules/mod_perl.so). It keeps > > telling me though that Apache.pm can't be found > when > > running scripts. I get the same error when > running > > the scripts with perl -cw. > > > > --Matthew Shapiro ___ 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] spell checker not working for Email-Ticket
I get that too. I have aspell setup however I do not have the definitions installed for english (stupid thing wouldn't install). I never bothered to work on this as it isn't a high priority. Make sure aspell is working correctly. --Matthew Shapiro --- Hugh Greenberg <[EMAIL PROTECTED]> wrote: > For some reason, the spell checker is not working > for the Email-Ticket > interface. Clicking on the spell check button just > brings up a text box > with "Undefined" in it. I see that someone else has > posted this, but > nobody has responded. Any suggestions? Thanks. > > Hugh > > -- > Hugh Greenberg > CCS-3 System Administrator > Email: [EMAIL PROTECTED] > Phone: (505) 665-6471 > Pager: (505) 664-3776 || [EMAIL PROTECTED] > > ___ > 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/
Re: [otrs] Can't use MOd_perl with apache2 and otrs!
Ok I accidentally gave the wrong error (sorry that was a past error, was looking at the wrong thing). This is the exact error that apache2's error_log is giving me (btw my webserver is arleady setup exaclty like the otrs documentation told me to do): [Fri Nov 19 15:27:11 2004] [error] [client 132.170.204.208] failed to resolve handler `Apache::Registry': Can't locate Apache/Registry.pm in @INC (@INC contains: /opt/perl-5.8.5/lib/5.8.5/sun4-solaris /opt/perl-5.8.5/lib/5.8.5 /opt/perl-5.8 .5/lib/site_perl/5.8.5/sun4-solaris /opt/perl-5.8.5/lib/site_perl/5.8.5 /opt/per l-5.8.5/lib/site_perl . /opt/apache-2052/ /opt/apache-2052/lib/perl) at (eval 2) line 3.\n Just from that it looks like that it's having trouble with the "PerlHandler Apache::Registry" apache directive. --Matthew Shapiro --- Graham Smith <[EMAIL PROTECTED]> wrote: > Read the README.webserver document, the Module > Apache.pm should be in > the /Kernel/cpan-lib/CGI directory > It sounds as if you > are missing the relevant use lib settings... > > On Fri, 2004-11-19 at 17:20, [EMAIL PROTECTED] > wrote: > > I have the loadmoduel directive (LoadModule > > perl_modulemodules/mod_perl.so). It keeps > > telling me though that Apache.pm can't be found > when > > running scripts. I get the same error when > running > > the scripts with perl -cw. > > > > --Matthew Shapiro > > > > --- Graham Smith > <[EMAIL PROTECTED]> > > wrote: > > > > > On Fri, 2004-11-19 at 16:54, Jesse Shumaker > wrote: > > > > [EMAIL PROTECTED] wrote: > > > > > Erm, question. The /etc/sysconfig/apache2 > in > > > SuSE, > > > > > what is that? Is that the httpd.conf for > > > apache2? If > > > > > so can you give me more details on where to > put > > > "perl" > > > > > as our apache config script is written from > > > scratch > > > > > and thus has no "APACHE_MODULES" text > anywheres > > > in it. > > > > > Thanks. > > > > > > > > > > --Matthew Shapiro > > > > > > > > > > --- Jesse Shumaker <[EMAIL PROTECTED]> > wrote: > > > > > > > > > > > > > > > > Go here ==> > > > > > > > > > > > > > > > > > > > > > > > http://lists.otrs.org/pipermail/otrs/2004-May/004919.html > > > > > > > > > > > specifically this is helpful: > > > > > > > > > > > > "Yes, this was the main fault: I had > forgotten > > > to > > > > > > add "perl" to the > > > > > > APACHE_MODULES setting in > > > /etc/sysconfig/apache2. > > > > > > SUSE does not do it automatically when > > > installing > > > > > > apache2-mod_perl." > > > > > > > > > > > > > > > > > > > > > ___ > > > > > > 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 fr 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 fr Ihr OTRS System? > > > > > => http://www.otrs.de/ > > > > > > > > > > > > > > > > > > > it's the file > > > > /etc/sysconfig/apache2. That is the file. If > you > > > wrote your apache2 script from scratch it's hard > to > > > help you. This is just what I used to get OTRS > > > working correctly on SuSE 9.1. > > > > > > This is a little SuSE specific. > > > > > > Apache2 on SuSE uses the /etc/sysconfig/apache2 > file > > > to build > > > /etc/apache2/sysconfig.d/loadmodule.conf on > starting > > > Apache.. >
Re: [otrs] Can't use MOd_perl with apache2 and otrs!
I have the loadmoduel directive (LoadModule perl_modulemodules/mod_perl.so). It keeps telling me though that Apache.pm can't be found when running scripts. I get the same error when running the scripts with perl -cw. --Matthew Shapiro --- Graham Smith <[EMAIL PROTECTED]> wrote: > On Fri, 2004-11-19 at 16:54, Jesse Shumaker wrote: > > [EMAIL PROTECTED] wrote: > > > Erm, question. The /etc/sysconfig/apache2 in > SuSE, > > > what is that? Is that the httpd.conf for > apache2? If > > > so can you give me more details on where to put > "perl" > > > as our apache config script is written from > scratch > > > and thus has no "APACHE_MODULES" text anywheres > in it. > > > Thanks. > > > > > > --Matthew Shapiro > > > > > > --- Jesse Shumaker <[EMAIL PROTECTED]> wrote: > > > > > > > > > > Go here ==> > > > > > > > > > > > > http://lists.otrs.org/pipermail/otrs/2004-May/004919.html > > > > > > > specifically this is helpful: > > > > > > > > "Yes, this was the main fault: I had forgotten > to > > > > add "perl" to the > > > > APACHE_MODULES setting in > /etc/sysconfig/apache2. > > > > SUSE does not do it automatically when > installing > > > > apache2-mod_perl." > > > > > > > > > > > > > _______ > > > > 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/ > > > > > > > > > > > it's the file > > /etc/sysconfig/apache2. That is the file. If you > wrote your apache2 script from scratch it's hard to > help you. This is just what I used to get OTRS > working correctly on SuSE 9.1. > > This is a little SuSE specific. > > Apache2 on SuSE uses the /etc/sysconfig/apache2 file > to build > /etc/apache2/sysconfig.d/loadmodule.conf on starting > Apache.. > > If your configuration does not do this you need to > enter something > like.. > > LoadModule perl_module modules>/mod_perl.so > > somewhere... (either in http2.conf or in the > appropriate include file). > > > > > ______ > > ___ > > 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 fr Ihr OTRS System? > > => http://www.otrs.de/ > -- > Meum est propositum > In tabernum mori, > > > Graham Smith <[EMAIL PROTECTED]> > ___ > 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/
Re: [otrs] Can't use MOd_perl with apache2 and otrs!
Erm, question. The /etc/sysconfig/apache2 in SuSE, what is that? Is that the httpd.conf for apache2? If so can you give me more details on where to put "perl" as our apache config script is written from scratch and thus has no "APACHE_MODULES" text anywheres in it. Thanks. --Matthew Shapiro --- Jesse Shumaker <[EMAIL PROTECTED]> wrote: > Go here ==> > http://lists.otrs.org/pipermail/otrs/2004-May/004919.html > > > specifically this is helpful: > > "Yes, this was the main fault: I had forgotten to > add "perl" to the > APACHE_MODULES setting in /etc/sysconfig/apache2. > SUSE does not do it automatically when installing > apache2-mod_perl." > > > ___ > 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/
[otrs] Can't use MOd_perl with apache2 and otrs!
ok I can't get otrs to wrok with mod_perl. Perl is complaining that it can't find the Apache.pm. Looking through CPAN it looks like the apache perl module is for the apache1 mod_perl but I'm using apache-2.0.52 for otrs. Furthermore, when I go into the CPAN shell and do a "install Apache" and give it the source for apache, it tells em it can't compile cause it requires 1.3.0 apache version. So how am I supposed to get otrs working with mod_perl with apache2? _______ 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] Spam-check in Config.pm doens't seem to be working?
Ok after doing some tests with spamassassin and
looking at the configuration more closely I realize
that the spamassassin headers shouldn't be in there
anyways as it looks like the filter runs the text
against spamassassin and when spamassassin prints out
the modified email with spam headers to stdout, grep
searches that output for the X-Spam-Status: header to
see if it was spam, and if it was it injects the
X-OTRS-Queue: spam header. However, that X-OTRS-Queue
header isn't being put into the emails. How would I
find out where the problem lies, as I don't know if it
is giving the emails to spamassassin properly, or if
the queue header isn't being injected properly or
what? Anyone have any ideas on how to figure this
out?
--Matthew Shapiro
--- [EMAIL PROTECTED] wrote:
> Erm it's still isn't filtering at all. I changed
> the
> spelling error (now it's exactly what it shows
> below,
> copy/pasted) and I got a piece of spam 53 minutes
> ago
> that doesn't have any of the spamassassin headers in
> it. Why isn't otrs running spamassassin? The otrs
> logs don't tell me a thing.
>
> --Matthew Shapiro
>
>
> > # Job Name: 5-Spam
> > # (Move spam to spam queue
> >
> $Self->{'PostMaster::PreFilterModule'}->{'5-Spam'}
> =
> > {
> >
> > Module =>
> > 'Kernel::System::PostMaster::Filter::CMD',
> > CMD =>
> > '/opt/spamassassin-301/bin/spamassassin
> > | grep -i "X-Spam-Status: yes"',
> > Set => { 'X-OTRS-Queue' => 'spam',
> > },
> > };
> >
>
> ___
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> 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/
>
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Re: [otrs] Spam-check in Config.pm doens't seem to be working?
Erm it's still isn't filtering at all. I changed the
spelling error (now it's exactly what it shows below,
copy/pasted) and I got a piece of spam 53 minutes ago
that doesn't have any of the spamassassin headers in
it. Why isn't otrs running spamassassin? The otrs
logs don't tell me a thing.
--Matthew Shapiro
> # Job Name: 5-Spam
> # (Move spam to spam queue
> $Self->{'PostMaster::PreFilterModule'}->{'5-Spam'}
=
> {
>
> Module =>
> 'Kernel::System::PostMaster::Filter::CMD',
> CMD =>
> '/opt/spamassassin-301/bin/spamassassin
> | grep -i "X-Spam-Status: yes"',
> Set => { 'X-OTRS-Queue' => 'spam',
> },
> };
>
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Re: [otrs] Spam-check in Config.pm doens't seem to be working?
Lol thanks, I missed that spelling error :D I"ll see
if that fixes it.
Whats the advantage of using procmail instead of the
postmaster::prefilter? I still want them to be
tickets just incase a false positive occurs.
--Matthew Shapiro
--- Graham Smith <[EMAIL PROTECTED]>
wrote:
> On Mon, 2004-11-15 at 22:06, [EMAIL PROTECTED]
> wrote:
> > I put the following into my Config.pm based on
> what
> > was in the defaults.pm:
> >
> >
> > # Job Name: 5-Spam
> > # (Move spam to spam queue
> > $Self->{'PostMster::PreFilterModule'}->{'5-Spam'}
> = {
> ^
> The above typo may have something to do with this if
> it is
> in the original code.
>
> BTW: I use procmail to pre-filter. You can then set
> up directories that
> can be made available for the bayesian training of
> spamassassin
>
> >
> > Module =>
> > 'Kernel::System::PostMaster::Filter::CMD',
> > CMD =>
> '/opt/spamassassin-301/bin/spamassassin
> > | grep -i "X-Spam-Status: yes"',
> > Set => { 'X-OTRS-Queue' => 'spam',
> > },
> > };
> >
> > My understanding of this is that if spamassassin
> gives
> > it the header of X-Spam-Status of yes it will add
> a
> > X-OTRS-Queue header and set that to spam, so that
> OTRS
> > sees that and puts it in the spam queue. Am I
> > correct? I am having spam being forwarded to OTRS
> to
> > test this out but it doens't even have any of the
> > Spamassassin filters in it. When I looked at the
> > headers through OTRS, copied them to a txt file
> and
> > ran spamassassin on it with all the headers and it
> got
> > a score of over 5.0. This looks like to me that
> it's
> > not even running spamassassin at all. Did I do
> > something wrong?
> >
> > --Matthew Shapiro
> > ___
> > 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 fr Ihr OTRS System?
> > => http://www.otrs.de/
> --
> Meum est propositum
> In tabernum mori,
>
>
> Graham Smith <[EMAIL PROTECTED]>
> ___
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> Archive: http://lists.otrs.org/pipermail/otrs
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> http://lists.otrs.org/cgi-bin/listinfo/otrs
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> => http://www.otrs.de/
>
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[otrs] Spam-check in Config.pm doens't seem to be working?
I put the following into my Config.pm based on what
was in the defaults.pm:
# Job Name: 5-Spam
# (Move spam to spam queue
$Self->{'PostMster::PreFilterModule'}->{'5-Spam'} = {
Module =>
'Kernel::System::PostMaster::Filter::CMD',
CMD => '/opt/spamassassin-301/bin/spamassassin
| grep -i "X-Spam-Status: yes"',
Set => { 'X-OTRS-Queue' => 'spam',
},
};
My understanding of this is that if spamassassin gives
it the header of X-Spam-Status of yes it will add a
X-OTRS-Queue header and set that to spam, so that OTRS
sees that and puts it in the spam queue. Am I
correct? I am having spam being forwarded to OTRS to
test this out but it doens't even have any of the
Spamassassin filters in it. When I looked at the
headers through OTRS, copied them to a txt file and
ran spamassassin on it with all the headers and it got
a score of over 5.0. This looks like to me that it's
not even running spamassassin at all. Did I do
something wrong?
--Matthew Shapiro
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Re: [otrs] Can't connect to syslog when using File logging????
Ohhh! I must have pressed a bad key over the s in vi
while editing it haha. Thanks a lot :)
--Matthew Shapiro
--- Robert Kehl <[EMAIL PROTECTED]> wrote:
> [EMAIL PROTECTED] schrieb:
> > Ok I think I found a bug.
>
> You didn't.
>
> > I edited the
> > Kernal/Config/Defaults.pm and modified the
> LogModule
> > to use File in there.
>
> ***BEEP*** BEEP*** ***BEEP*** Bad idea as you
> will loose changes
> when updating.
>
> > Now it works. Isn't Config.pm
> > supposed to take priority (hell I thought
> defaults.pm
>
> It does.
>
> > wasn't used at all, just to show syntax). Do I
> have
> > to make all my edits in BOTH places? I think this
> is
>
> No, simply _copy'n'paste_ the optios from
> Defaults.pm.
>
> > a bug though as it only spontaneously started
> using
> > the Defaults.pm. Anyone know if this is a bug or
> not?
>
> Your fault lies in using
> $self->{LogModule}, not
> $Self->{LogModule}
>
> hth,
>
> Robert Kehl
> ___
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> Archive: http://lists.otrs.org/pipermail/otrs
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>
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[otrs] Sendmail integration of otrs and postmaster.pl
Hi everybody ! This is my first start at otrs and really i am impressed by the product. I was used to a ticket system on my previous job and this one is awesome :) I am instaling a version for myself right now and i struggle just on one thing. I want to make email flow from sendmail to otrs. For this i want to use sendmail alias file to pipe the email into postmaester.pl. I have sendmail under smrsh so i put the following alias : otrsqueue: "|/usr/libexec/sm.bin/PostMaster.pl" lrwxr-xr-x 1 root wheel 48 29 oct 10:50 /usr/libexec/sm.bin/PostMaster.pl -> /home/otrs/www/otrs.aqueos.com/bin/PostMaster.pl -rwxr-xr-x 1 root wheel 3860 29 oct 16:03 /home/otrs/www/otrs.aqueos.com/bin/PostMaster.pl I think all is good and if i use the command line it works fine, i can launch postmaster.pl and see the result in otrs without issues. The problem is that when i send an email to this alias i got this error message: - The following addresses had permanent fatal errors - "|/usr/libexec/sm.bin/PostMaster.pl" (reason: 126) (expanded from: <[EMAIL PROTECTED]>) - Transcript of session follows - /usr/libexec/sm.bin/PostMaster.pl: permission denied 554 5.3.0 unknown mailer error 126 Reporting-MTA: dns; core0.adn-svices.com Received-From-MTA: DNS; lns-th2-4f-81-56-179-201.adsl.roxad.net Arrival-Date: Sat, 30 Oct 2004 13:46:24 +0200 (CEST) Final-Recipient: RFC822; [EMAIL PROTECTED] X-Actual-Recipient: X-Unix; |/usr/libexec/sm.bin/PostMaster.pl Action: failed Status: 5.0.0 Diagnostic-Code: X-Unix; 126 Last-Attempt-Date: Sat, 30 Oct 2004 13:46:24 +0200 (CEST) This is not a permission problem as if i su -m smmsp i can use the postmaster script to put mails in otrs without trouble so the second message "unknow mailler" seems the problem. That seems to indicate that the Mailer is not defined (M macro in sendmail)... i have as a mailer in sendmail.cf : local, prog and cyrusv2 (this is using sendmail+cyrus imap here). Anyone solved this kind of trouble before ? best regards, Ghislain. --- Mlocal, P=/usr/libexec/mail.local, F=lsDFMAw5:/|@qPSXfmnz9, S=EnvFromSMTP/HdrFromL, R=EnvToL/HdrToL, T=DNS/RFC822/SMTP, A=mail.local -l Mprog, P=/bin/sh, F=lsDFMoqeu9, S=EnvFromL/HdrFromL, R=EnvToL/HdrToL, D=$z:/, T=X-Unix/X-Unix/X-Unix, A=sh -c $u Mcyrusv2, P=[IPC], F=lsDFMnqXzA@/:|m, S=EnvFromSMTP/HdrFromL, R=EnvToL/HdrToL, E=\r\n, T=DNS/RFC822/SMTP, A=FILE /opt/mailsystem/lmtp.sock _______ 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] Can't connect to syslog when using File logging????
Ok I think I found a bug. I edited the
Kernal/Config/Defaults.pm and modified the LogModule
to use File in there. Now it works. Isn't Config.pm
supposed to take priority (hell I thought defaults.pm
wasn't used at all, just to show syntax). Do I have
to make all my edits in BOTH places? I think this is
a bug though as it only spontaneously started using
the Defaults.pm. Anyone know if this is a bug or not?
--Matthew Shapiro
--- [EMAIL PROTECTED] wrote:
> Um ok... it seends to be giving me this error
> Everywehre now but in the Config.pm I still have:
>
> $Self->{LogModule::LogFile} =
> 'home4/system/otrs/otrs.log';
> $self->{LogModule} =
> 'Kernel::System::Log::File';
>
> Any ideas?
>
> --Matthew Shapiro
> --- [EMAIL PROTECTED] wrote:
>
> > I have logging set to file, and it's logging to
> that
> > file. Today I decided to test out the phone
> ticket
> > system (since I never ran it before, want to amke
> > sure
> > everything works before this goes live). After
> > clicking "search customer" button on it after
> > entering
> > part of an email I get the "Cannot connect to
> > syslog"
> > error. Why am I getting this error when it
> > shouldn't
> > be using syslog at all?
> >
> > --Matthew Shapiro
> > ___
> > 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/
> >
>
> ___
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> Archive: http://lists.otrs.org/pipermail/otrs
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Re: [otrs] Can't connect to syslog when using File logging????
Um ok... it seends to be giving me this error
Everywehre now but in the Config.pm I still have:
$Self->{LogModule::LogFile} =
'home4/system/otrs/otrs.log';
$self->{LogModule} = 'Kernel::System::Log::File';
Any ideas?
--Matthew Shapiro
--- [EMAIL PROTECTED] wrote:
> I have logging set to file, and it's logging to that
> file. Today I decided to test out the phone ticket
> system (since I never ran it before, want to amke
> sure
> everything works before this goes live). After
> clicking "search customer" button on it after
> entering
> part of an email I get the "Cannot connect to
> syslog"
> error. Why am I getting this error when it
> shouldn't
> be using syslog at all?
>
> --Matthew Shapiro
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[otrs] Can't connect to syslog when using File logging????
I have logging set to file, and it's logging to that file. Today I decided to test out the phone ticket system (since I never ran it before, want to amke sure everything works before this goes live). After clicking "search customer" button on it after entering part of an email I get the "Cannot connect to syslog" error. Why am I getting this error when it shouldn't be using syslog at all? --Matthew Shapiro _______ 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] Crypted Password?
Ok sorry for all these emails but I have OTRS working now yay :) For obvious reasons I would love to use the crypted password feature so people just can't look in the Config.pm and see the OTRS password. I ran the CryptPassword.pl but when when I used hte encrypted password it gave me in the Config.pm Mysql is giving me access denied (looks to me like it isn't unencrypting hte password). How do I get it to unencrypt the password before it sends it to mysql? I looked through the docs but on the otrs page but didni't see anything. --Matthew Shapiro ___ 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] How to tell OTRS to connect to a certain mysql socket?
Ok, sorry about that, found the environment variable
that sets the socket and set that in perl, and now it
works.
--Matthew Shapiro
--- [EMAIL PROTECTED] wrote:
> Ok guys I ran into another snag here. We now have
> two
> mysql databases up and running, one is Mysql 3 and
> we
> just installed mysql 5 a week or so ago. We are in
> the process of merging our data and scripts from
> mysql
> 3 to mysql 5. We are trying to setup OTRS onto the
> mysql 5 database. Unfortunatly, in order to talk to
> the MySQL 5 database we have to tell whatever web
> program we were using to use
> /opt/mysql5/tmp/mysql.sock (in PHP this was done by
> telling it to connect to
> localhost:/opt/mysql5/tmp/mysql.sock).
> Unfortunatly,
> this doesn't work in perl (or something) as OTRS
> keeps
> trying to connect to the old MySQL server. Anyone
> know how to give perl (or OTRS) the mysql 5 socket?
>
>
> So far I have tried the PHP method (giving the DB
> HOST
> localhost:/opt/mysql5/tmp/mysql.sock) and have also
> tried changing the dtatabase command to
> $Self->{DatabaseDSN} =
>
"DBI:mysql:database=$Self->{Database};host=$Self->{Da
> tabaseHost};port=/opt/mysql5/tmp/mysql.sock;";
>
> That didn't work either. Anyone else have any
> suggestions?
>
> --Matthew Shapiro
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[otrs] How to tell OTRS to connect to a certain mysql socket?
Ok guys I ran into another snag here. We now have two
mysql databases up and running, one is Mysql 3 and we
just installed mysql 5 a week or so ago. We are in
the process of merging our data and scripts from mysql
3 to mysql 5. We are trying to setup OTRS onto the
mysql 5 database. Unfortunatly, in order to talk to
the MySQL 5 database we have to tell whatever web
program we were using to use
/opt/mysql5/tmp/mysql.sock (in PHP this was done by
telling it to connect to
localhost:/opt/mysql5/tmp/mysql.sock). Unfortunatly,
this doesn't work in perl (or something) as OTRS keeps
trying to connect to the old MySQL server. Anyone
know how to give perl (or OTRS) the mysql 5 socket?
So far I have tried the PHP method (giving the DB HOST
localhost:/opt/mysql5/tmp/mysql.sock) and have also
tried changing the dtatabase command to
$Self->{DatabaseDSN} =
"DBI:mysql:database=$Self->{Database};host=$Self->{Da
tabaseHost};port=/opt/mysql5/tmp/mysql.sock;";
That didn't work either. Anyone else have any
suggestions?
--Matthew Shapiro
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Re: [otrs] Cannot connect to syslog?
Ah sweet thanks, when looking at that file in the
editor I missed the lines that were commented out. I
just uncommented the line:
#$Self->{'LogModule::SysLog::Facility'} = 'user';
and now the web installer is working.
Thanks!
--Matthew Shapiro
--- Robert Kehl <[EMAIL PROTECTED]> wrote:
> [EMAIL PROTECTED] schrieb:
> > However, when I go to run the installer.pl (or
> even
> > index.pl) I get this error: no connection to
> syslog
> > available at ../..//Kernel/System/Log/SysLog.pm
> line
> > 64
>
> There doesn't seem to be a Syslog daemon running, or
> it is not accepting
> connections.
>
> > Any ideas on how to fix this? I'm not sure what I
> > have to do to get it to connect to syslog. My
> boss
> > (who setup the unix server) told me that syslog is
> > using all the default settings and I coudln't find
> any
> > syslog things to set in the Config.pm. Oh yeah
> and
>
> These are coming from Kernel/Config/Defaults.pm and
> are to be
> noted/chnged in Kernel/Config.pm:
>
> # (log backend module)
> $Self->{LogModule} =
> 'Kernel::System::Log::SysLog';
> #$Self->{LogModule} =
> 'Kernel::System::Log::File';
>
> # param for LogModule
> Kernel::System::Log::SysLog
> #$Self->{'LogModule::SysLog::Facility'} =
> 'user';
>
> # param for LogModule
> Kernel::System::Log::SysLog
> # (if syslog can't work with utf-8, force the
> log
> # charset with this option, on other chars will
> be
> # replaces with ?)
> #$Self->{'LogModule::SysLog::Charset'} =
> 'iso-8859-15';
> #$Self->{'LogModule::SysLog::Charset'} =
> 'utf-8';
>
>
> > I"m trying to run OTRS on Solaris 8.
>
> Might be there are other Solaris things to consider
> first.
>
> hth,
>
> Robert Kehl
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[otrs] Cannot connect to syslog?
Hey guys, OTRS looks like a great piece of software and perfect for what I need setup at my job. I've followed the instructions for installing, my webserver is setup and all needed perl modules are installed. However, when I go to run the installer.pl (or even index.pl) I get this error: no connection to syslog available at ../..//Kernel/System/Log/SysLog.pm line 64 Any ideas on how to fix this? I'm not sure what I have to do to get it to connect to syslog. My boss (who setup the unix server) told me that syslog is using all the default settings and I coudln't find any syslog things to set in the Config.pm. Oh yeah and I"m trying to run OTRS on Solaris 8. --Matthew Shapiro ___ 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] Owner list not fully populated under Phone-Ticket
Sven G Lilie wrote:
Just klick on >>all<< and you will see them all!
*OTRS main list <[EMAIL PROTECTED]>*
Sent by: [EMAIL PROTECTED]
04.10.2004 16:22
Please respond to "User questions and discussions about OTRS."
To:[EMAIL PROTECTED]
cc:(bcc: Sven G Lilie/swisscard)
Subject:[otrs] Owner list not fully populated under
Phone-Ticket
When creating a ticket under "Phone-Ticket", after choosing the queue,
the list of owners in the pulldown does not reflect the full list of
possible ticket owners. Strangely, it lists _some_ of them, but not all.
I noticed another post about this some time ago, but no satisfactory
resolution. (I am using OTRS 1.3.1.)
While this is a work-around, it seems like you are requiring an extra
(and unnecessary) click for every ticket created through the PhoneView.
Is the PhoneView really supposed to work this way?
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Re: [otrs] Allow customers to read other customer's tickets
Tyler Hepworth wrote: On Mon, 04 Oct 2004 09:19:30 -0500, OTRS main list <[EMAIL PROTECTED]> wrote: Is it possible to allow one customer to read (or even, perhaps, modify) another customer's tickets? For example, we want all the customers who work in Department A to be able to read all other Department A customers' tickets, but not be able to read any tickets for customers who work in Department B. I think this may be possible using separate queues for each department, but is it possible when all the tickets are in the same queue? You will want to use the multi customerIDs feature in version 1.3.1. Read about it here: http://doc.otrs.org/1.3/en/html/customer-user-backend.html#AEN784 I read the information at the link but I still do not know how to implement this. What if you are not using LDAP, but simply the default OTRS DB authentication? How do you add another customer id so that only a small subset of customers can view those tickets? Thanks. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Re: LDAP/TLS
Pete McDonnell wrote:
Please do pardon my ignorace... TLS? I'm no expert at LDAP... That code
segment was taken from searching through posts on the lists.otrs.org server.
- Pete McDonnell
Manager, Technical Services
Hip Interactive
That looks very similar to what I have for a non-TLS
connection to an LDAP server. I need to know how to enable
the TLS part. Where is that in your config?
Jason
=
I edited Kernel/System/Auth/LDAP.pm and added a few lines:
# ldap connect and bind (maybe with SearchUserDN and SearchUserPw)
my $LDAP = Net::LDAP->new($Self->{Host}, %{$Self->{Params}}) or die
"$@";
# START of addition...
our $ADSERVER_CA = "/usr/share/ssl/certs/thawte.pem" ;
$LDAP->start_tls(
verify => 'require',
cafile => $ADSERVER_CA,
) ;
# END of addition
This allows me to connect to an Active Directory. You need to save the
certificate of the certificate authority who signed the certificate of
the ActiveDirectory domain controller in a file.
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[otrs] Owner list not fully populated under Phone-Ticket
When creating a ticket under "Phone-Ticket", after choosing the queue, the list of owners in the pulldown does not reflect the full list of possible ticket owners. Strangely, it lists _some_ of them, but not all. I noticed another post about this some time ago, but no satisfactory resolution. (I am using OTRS 1.3.1.) ___ 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] Allow customers to read other customer's tickets
Is it possible to allow one customer to read (or even, perhaps, modify) another customer's tickets? For example, we want all the customers who work in Department A to be able to read all other Department A customers' tickets, but not be able to read any tickets for customers who work in Department B. I think this may be possible using separate queues for each department, but is it possible when all the tickets are in the same queue? Thanks, A. Lewenburg ___ 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] TicketFreeKey in AgentPhone.dtl as in CustomerMessageNew.dtl
Martin Edenhofer wrote:
Hi,
OTRS main list wrote:
I tried to create an input box for a free field in AgentPhone.dtl as
I did in CustomerMessageNew.dtl, but it does not work. That is, I
added the code
$Data{"TicketFreeKeyField1"}:
$Data{"TicketFreeTextField1"}
to AgentPhone.dtl.
Is this feature restricted only to CustomerMessageNew.dtl, or can it
work for other pages and I am not using it correctly? (I am using
OTRS 1.3.1.)
You also can use it in Kernel/Output/HTML/Standard/AgentPhoneNew.dtl
(not AgentPhone.dtl).
Thanks
Martin Edenhofer
But of course. That works like a charm! Thanks again.
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