[otrs] Adding New E-Mail Addresses To REPLY-ALL

[Sam Lurie]

If a customer submits a ticket, and CC's several people, when I click
REPLY-ALL, they are all included.

If one of those people forwards this ticket to someone not on the
initial e-mail list, and this person then replies, the user is now an
important part of the ticket thread, but they're e-mail is not
auto-populated in the REPLY-ALL drop down. 

Another scenario is that I reply to a ticket, and include someone new.
Once they respond, if I click REPLY-ALL, they aren't auto populated in
the TO or CC fields.

Basically, I'd like to see anyone who the system has e-mailed, or who
has e-mailed the system, automatically included in the REPLY-ALL
auto-population. 

Imagine that an end user (we'll call them the "Customer") submits a
ticket, and CC's one of their Co-Workers (we'll call that person
"Co-Worker). Their ticket requires me to e-mail a 3rd party vendor
(we'll call them "Vendor". So I click REPLY-ALL. OTRS auto-populates the
Customer in the TO field, and the Co-Worker in the CC field. I'd move
the Customer to the CC field, so that both the Customer, and the
Co-Worker, are in the CC field, and now I will enter the e-mail address
of the Vendor in the TO field and forward the initial ticket. Some time
later, the Vendor will reply all, which the Customer and the Co-Worker
will see, and OTRS will add to the history log. Now here's where the
problem is. If I select that history line, and I choose REPLY ALL, the
Vendor's e-mail address isn't included. I have to manually enter it
again, even if I click REPLY to their message, it only includes the
Customer. If I click REPLY ALL, it includes the Customer, and the
Co-Worker, but still not the Vendor.

 

Is there a fix for this? Please help.

 

Samuel Lurie 
SERVICE DESK ANALYST
MONTPELIER GROUP
300 Trade Center, Suite 2610, Woburn, MA, 01801-7409
D: +1 (781) 638-2118M: +1 (781) 290-7756  F: +1 (888) 992-2990 
sam.lu...@montpeliertr.com www.montpelier
 tr.com   

 


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[otrs] Installation otrs 2.4.1

[Davis, Sam]

Greetings,


I am experiencing a problem with the installation of OTRS 2.4.1.  I have
installed the web server and need to implement the database but
everytime I execute in a browser http://localhost/otrs/installer.pl .  I
get the error the extension .pl is unknown and wants to download the
file.  Does anyone has any suggestions.

Best Regards, 
  
  
Sam Davis 
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Tel: +34 91 372 6065 (Direct)
Fax: +34 91 372 6060
sam.da...@aaipharma.com
www.aaipharma.com <http://www.aaipharma.com/> 
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[otrs] change customer ID to first column and create a "Create" buttom at the top of right

[TSE_ SAM]

Sorry for no subject name in initial email.

Hello Everyone!
I want to set the phone-ticket's first column is "customer ID" and change 
"customer ID" to "Mobile Phone".
And make a new "Create" buttom at the top of right.
I haved used much time to found that how to change above setting in admin 
sysconfig.
Hope someone can help me.
Thanks a lot.

Best Regards,
Sam Tse
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[otrs] (no subject)

[TSE_ SAM]

Hello Everyone!
I want to set the phone-ticket's first column is "customer ID" and change its 
name to "Mobile Phone".
And make a new "Create" buttom at the top of right.
I haved used much time to found that how to change above setting in admin 
sysconfig.
Hope someone can help me.
Thanks a lot.

Best Regards,
Sam Tse

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Re: [otrs] X-ORTS headers

[sam]

Hi
    I tried using the PostMaster Filter but that did not work for
me(Actually that is what brought me to this mailing list) currently im
adopting Anton's code into my Config.pm.
 I also agree that different mail addresses are the most reasonable
though that would not be feasible from my company's setup since all
support emails are sent to one email address where OTRS should fetch
and sort to the different groups involved. Could you please send me an
example of how you would implement my adopted code below in the
PostMaster Filter interface.

        $Self->{'PostMaster::PreFilterModule'}->{'2-Match'} = {
        Module => 'Kernel::System::PostMaster::Filter::Match',
        Match => {
        To => '[EMAIL PROTECTED]',
        Body => '**OTRS-Type:Database**',
        },
        Set => {
        'X-OTRS-Queue' => 'Product Developers Support',
        },
        };

I was also looking at the
~otrs/Kernel/System/PostMaster/Filter/Match.pm file and noticed the
following line at the top

package Kernel::System::PostMaster::Filter::Match;

 My question is for the above code on line one should the value
'2-Match' be the same as the last parameter in the above line?

Regards
Sam Hailer.


Obee, Daniel wrote:

  
  
  The approach with the different
mail addresses seems the most reasonable.
  
   
  That said you can use the [
PostMaster Filter ] in the admin
interface to sort out keywords. Just make sure you pick the proper
format. The
**ORDER** is tricky because of the ‘*’. Make it ‘\*\*ORDER\*\*’ and
it’ll work
properly. 
   
  Greets
  Daniel
   
  
  Von:
[EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]] Im Auftrag von
  Anton
Gubar'kov
  Gesendet: Samstag, 29. November 2008 12:01
  An: User questions and discussions about OTRS.
  Betreff: Re: [otrs] X-ORTS headers
  
   
  Hello, Sam.
  
You can use the postmaster filter modules to do that. The attached
example from
the docs
# Job Name: 2-Match
# (sort emails with From: [EMAIL PROTECTED]
and Subject: **ORDER**
# into queue 'Order')
$Self->{'PostMaster::PreFilterModule'}->{'2-Match'} = {
Module => 'Kernel::System::PostMaster::Filter::Match',
Match => {
To => '[EMAIL PROTECTED]',
Subject => '**ORDER**',
},
Set => {
'X-OTRS-Queue' => 'Order',
},
};
  
moves a ticket to the queue Order when To  and Subject fields match.
You
need to match Body field instead. I didn't use it myself and I didn't
verify
that regular expressions are acceptable in matching. 
~otrs/Kernel/System/PostMaster/Filter/Match.pm uses stantard perl match
to
compare strings so most probably you can use perl regular expressions. 
Prefilter declaration in the Config.pm is a kind of if-then construct.
You need
as many of these filters as you need to recognize different keywords.
  
I have several queues too. However I use different email addresses to
sort
emails from customers to different queues. I wrote a short essay how I
did it.
You may find it useful. https://support.gubarkov.ru/otrs/public.pl?Action="">.
I would appreciate everybody's feedback on my otrs and postfix
integration
essay.
  
regards,
Anton.
  
  2008/11/29 sam <[EMAIL PROTECTED]>
  
  Hello Anton,
Sorry for the delay. My idea was to sort emails to different queues
where the
customer specified a keyword in the email i.e. A parameter
"TICKET:Database" in the email and once its received OTRS moves it to
a queue Database issues. Basically all the customer has to do is to
specify the
keyword TICKET: and a corresponding word that will indicate the type of
queue
that the ticket will be sorted to. 
Thanks in advance.
  
  
  
  
Regards,
Sam Hailer
  
  
  
Anton Gubar'kov wrote: 
  
  
  


Hello, Sam.

Could you give me a specific example of what you would like OTRS to do
about
X-OTRS headers? What's the business process behind? Maybe I would be
able to
come out with more useful suggestions.


Anton.

2008/11/24 sam <[EMAIL PROTECTED]>

Hi, 
    Thanks Anton for the reply, I don't understand whether the
filter rules are specified in the Config.pm file or in the postmaster
filter
section in the admin interface. I have gone through the Defaults.pm
file and
there is no mention of x-otrs headers anywhere. 
I might not have specified my problem before correctly but I wanted to
know how
to configure the headers in the postmaster filter i.e. how do I specify
the
headers that otrs watches out for in the incoming mails and how to
specify the
headers in the mail that will be fetched from the pop3 mail account
configured(Ps. The trusted option is set to yes).

Regards,
Sam Hailer.

Anton Gubar'kov wrote: 


Hi, Sam.

X-OTRS headers are used to store values for the ticket being created in
t

Re: [otrs] X-ORTS headers

[sam]

Hello Anton,
Sorry for the delay. My idea was to sort emails to different queues
where the customer specified a keyword in the email i.e. A parameter
"TICKET:Database" in the email and once its received OTRS moves it to a
queue Database issues. Basically all the customer has to do is to
specify the keyword TICKET: and a corresponding word that will indicate
the type of queue that the ticket will be sorted to. 
Thanks in advance.

Regards,
Sam Hailer



Anton Gubar'kov wrote:
Hello, Sam.
  
Could you give me a specific example of what you would like OTRS to do
about X-OTRS headers? What's the business process behind? Maybe I would
be able to come out with more useful suggestions.
  
  
Anton.
  
  2008/11/24 sam <[EMAIL PROTECTED]>
  
Hi, 
    Thanks Anton for the reply, I don't understand whether the filter
rules are specified in the Config.pm file or in the postmaster filter
section in the admin interface. I have gone through the Defaults.pm
file and there is no mention of x-otrs headers anywhere. 
I might not have specified my problem before correctly but I wanted to
know how to configure the headers in the postmaster filter i.e. how do
I specify the headers that otrs watches out for in the incoming mails
and how to specify the headers in the mail that will be fetched from
the pop3 mail account configured(Ps. The trusted option is set to yes).

Regards,
Sam Hailer.

Anton Gubar'kov wrote:

  
  Hi, Sam.
  
X-OTRS headers are used to store values for the ticket being created in
the email being processed. I use X-OTRS-Queue to move spam tickets to
queue Junk. Here is the code in Config.pm to achieve it.
  
$Self->{'PostMaster::PreFilterModule'}->{'5-SpamAssassin'} =  {
  'CMD' => '/usr/bin/spamc -E -r',
  'Module' => 'Kernel::System::PostMaster::Filter::CMD',
  'Set' => {
    'X-OTRS-Queue' => 'Junk'
  }
};
  
The effect is the ticket is created in queue Junk if spamc produces any
output. The queue determination from system addresses is ignored.
  
Regards,
Anton.
  
  
  2008/11/21 sam <[EMAIL PROTECTED]>
  Hi,
My issue with x-orts headers is that i dont know how to configure them.
I have tried to go through the admin manual but i can't get a handle on
how they are configured. Could some one post me a working sampleso that
i can atleast have an idea of what to enter in the postmaster filter
section.  Thanks.
Regards
Sam Hailer.




Aris Czamanske wrote:
Sam,
  
In Pop3 Account Management for the specific email account, set the
"Trusted" field to 'Yes' .  Then test your filters.  Everything should
work properly.   
Aris
  
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[otrs] customer ticket view sort order, oldes at the top ?

[Sam Ami]

hi all

i've asked before and was unsuccessful in my attempts to get a
resolution to my problem... so i'm giving it one more shot.

is it possible to change the sort order of the customers "company
tickets" so the oldest is that the top by default.
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Re: [otrs] X-ORTS headers

[sam]

Hi, 
    Thanks Anton for the reply, I don't understand whether the filter
rules are specified in the Config.pm file or in the postmaster filter
section in the admin interface. I have gone through the Defaults.pm
file and there is no mention of x-otrs headers anywhere. 
I might not have specified my problem before correctly but I wanted to
know how to configure the headers in the postmaster filter i.e. how do
I specify the headers that otrs watches out for in the incoming mails
and how to specify the headers in the mail that will be fetched from
the pop3 mail account configured(Ps. The trusted option is set to yes).

Regards,
Sam Hailer.

Anton Gubar'kov wrote:
Hi, Sam.
  
X-OTRS headers are used to store values for the ticket being created in
the email being processed. I use X-OTRS-Queue to move spam tickets to
queue Junk. Here is the code in Config.pm to achieve it.
  
$Self->{'PostMaster::PreFilterModule'}->{'5-SpamAssassin'} =  {
  'CMD' => '/usr/bin/spamc -E -r',
  'Module' => 'Kernel::System::PostMaster::Filter::CMD',
  'Set' => {
    'X-OTRS-Queue' => 'Junk'
  }
};
  
The effect is the ticket is created in queue Junk if spamc produces any
output. The queue determination from system addresses is ignored.
  
Regards,
Anton.
  
  
  2008/11/21 sam <[EMAIL PROTECTED]>
  Hi,
My issue with x-orts headers is that i dont know how to configure them.
I have tried to go through the admin manual but i can't get a handle on
how they are configured. Could some one post me a working sampleso that
i can atleast have an idea of what to enter in the postmaster filter
section.  Thanks.
Regards
Sam Hailer.




Aris Czamanske wrote:

Sam,
  
In Pop3 Account Management for the specific email account, set the
"Trusted" field to 'Yes' .  Then test your filters.  Everything should
work properly.   
Aris
  
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Re: [otrs] X-ORTS headers

[sam]

Hi,
My issue with x-orts headers is that i dont know how to configure them. 
I have tried to go through the admin manual but i can't get a handle on 
how they are configured. Could some one post me a working sampleso that 
i can atleast have an idea of what to enter in the postmaster filter 
section.  Thanks.

Regards
Sam Hailer.


Aris Czamanske wrote:

Sam,

In Pop3 Account Management for the specific email account, set the "Trusted" field to 'Yes' .  Then test your filters.  Everything should work properly.   


Aris

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Re: [otrs] change the default "Next state"

[Sam Ami]

yes, even stranger is that it is set to open in
Ticket::Frontend::CustomerTicketZoom but the web interface still
defaults to closed successfully.
http://img407.imageshack.us/my.php?image=screenshot01ht0.jpg
http://img407.imageshack.us/my.php?image=screenshot02jq4.jpg



On Thu, Nov 20, 2008 at 8:52 PM, Lars Jørgensen <[EMAIL PROTECTED]> wrote:
> Hi Sam,
>
> I guess you're in the customer frontend?
>
> Take a look at Admin -> SysConfig -> Ticket -> 
> Frontend::Customer::Ticket::ViewZoom
>
> Strange thing is that the default of 
> Ticket::Frontend::CustomerTicketZoom###StateDefault is "open". Maybe somebody 
> changed it at your place?
>
>
> --
> Lars
>
>> -Original Message-
>> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On
>> Behalf Of Sam Ami
>> Sent: Wednesday, November 19, 2008 11:58 PM
>> To: User questions and discussions about OTRS.
>> Subject: Re: [otrs] change the default "Next state"
>>
>> if i select a company ticket and i scroll to the bottom of the page,
>> there is a form there which allows the customer to reply to the ticket
>> conversation.
>> the ticket state in that form is always "closed successfully", which
>> it shouldn't be, it should be "open"
>>
>>
>>
>> On Thu, Nov 20, 2008 at 4:31 AM, Lars Jørgensen
>> <[EMAIL PROTECTED]> wrote:
>> > Den 19/11/2008 kl. 03.08 skrev Sam Ami:
>> >
>> >> I also tried looking for "StateDefault" as you suggested and in all
>> >> the customer related options the setting was set to
>> "Open", but again,
>> >> the option to the customer is always "closed successfully"
>> >>
>> >> is there any way to correct this ?
>> >
>> > What exact screen are you looking at when the option is set
>> to "closed
>> > successfully"?
>> >
>> >
>> > --
>> > Lars
>> > ___
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[otrs] X-ORTS headers

[sam]

Hi list,
Im trying to configure otrs for use in a large company with about 200 
agents. I would like to configure otrs headers but i cant seem to figure 
out how to make them work.

Could some one please post me a working examples of otrs headers.
Thanks
-Ha!ler
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[otrs] auto OTRS group assignment if in LDAP group

[Sam Ami]

hi all

is it possible to auto-map/assign users in LDAP groups to OTRS groups ?
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Re: [otrs] change the default "Next state"

[Sam Ami]

if i select a company ticket and i scroll to the bottom of the page,
there is a form there which allows the customer to reply to the ticket
conversation.
the ticket state in that form is always "closed successfully", which
it shouldn't be, it should be "open"



On Thu, Nov 20, 2008 at 4:31 AM, Lars Jørgensen <[EMAIL PROTECTED]> wrote:
> Den 19/11/2008 kl. 03.08 skrev Sam Ami:
>
>> I also tried looking for "StateDefault" as you suggested and in all
>> the customer related options the setting was set to "Open", but again,
>> the option to the customer is always "closed successfully"
>>
>> is there any way to correct this ?
>
> What exact screen are you looking at when the option is set to "closed
> successfully"?
>
>
> --
> Lars
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Re: [otrs] You have an error in your SQL syntax

[Sam Ami]

ignore my previous email, the problem was resolved, it was due to a
bad LDAP config on my part.
if anyone is interested in setting up LDAP access via Lotus Domino,
you can find the config that worked for me here,
http://tinyurl.com/5gz96l




On Wed, Nov 19, 2008 at 3:54 PM, Sam Ami <[EMAIL PROTECTED]> wrote:
> hi all
>
> i'm getting the below error with my OTRS installation v2.1.5 after
> setting up LDAP authentication against our Lotus Domino LDAP
> directory.
> authentication is successful and i can get access to the web
> interface, however i can't see any company tickets even though the
> CustomwerID is the correct/same.
>
> You have an error in your SQL syntax; check the manual that
> corresponds to your MySQL server version for the right syntax to use
> near ') OR st.customer_user_id = 'johnsmith') AND sq.group_id IN (1,
> 1) AND LOWER(s' at line 1, SQL: 'SELECT DISTINCT st.id, st.tn,
> st.create_time_unix FROM ticket st, queue sq WHERE sq.id = st.queue_id
> AND st.ticket_state_id IN ( 1, 4, 6, 7, 8 ) AND (LOWER(st.customer_id)
> IN () OR st.customer_user_id = 'johnsmith') AND sq.group_id IN (1, 1)
> AND LOWER(st.customer_id) IN ( ) ORDER BY st.create_time_unix DESC
> LIMIT 1'
>
> any suggestions ?
>
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[otrs] You have an error in your SQL syntax

[Sam Ami]

hi all

i'm getting the below error with my OTRS installation v2.1.5 after
setting up LDAP authentication against our Lotus Domino LDAP
directory.
authentication is successful and i can get access to the web
interface, however i can't see any company tickets even though the
CustomwerID is the correct/same.

You have an error in your SQL syntax; check the manual that
corresponds to your MySQL server version for the right syntax to use
near ') OR st.customer_user_id = 'johnsmith') AND sq.group_id IN (1,
1) AND LOWER(s' at line 1, SQL: 'SELECT DISTINCT st.id, st.tn,
st.create_time_unix FROM ticket st, queue sq WHERE sq.id = st.queue_id
AND st.ticket_state_id IN ( 1, 4, 6, 7, 8 ) AND (LOWER(st.customer_id)
IN () OR st.customer_user_id = 'johnsmith') AND sq.group_id IN (1, 1)
AND LOWER(st.customer_id) IN ( ) ORDER BY st.create_time_unix DESC
LIMIT 1'

any suggestions ?
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Re: [otrs] change the default "Next state"

[Sam Ami]

I also tried looking for "StateDefault" as you suggested and in all
the customer related options the setting was set to "Open", but again,
the option to the customer is always "closed successfully"

is there any way to correct this ?




On Tue, Nov 18, 2008 at 8:04 PM, Lars Jørgensen <[EMAIL PROTECTED]> wrote:
> hi Sam,
>
>> 1. How do I change the default "Next state" for the customer ticket to
>> "Open" and not "Closed Successfully" ?
>
> Admin -> SysConfig -> Search for "StateDefault".
>
> You can set the Default Next State several places - composing an answer, 
> adding a remark and so on.
>
>> 2. How do I change the default sort order for the Customers "Company
>> Tickets" to oldest first (oldest at the top) ?
>
> Haven't tried this, but do a search for "sort" in Admin -> SysConfig. One of 
> the hits is Frontend::Customer::Ticket::ViewSearch.
>
> I don't know is the settings here apply only for search results but you'll 
> soon find out :-)
>
>
> --
> Lars
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Re: [otrs] change the default "Next state"

[Sam Ami]

Hi Lars.

The default "Age" option was set under
"Ticket::CustomerTicketSearch::SortBy::Default:"
I changed the options under
"Ticket::CustomerTicketSearch::Order::Default" to "UP" without
success.
I tried flipping the values a few times but it didn't have any effect
on the sort order at all
I even chose "Ticket" under
"Ticket::CustomerTicketSearch::SortBy::Default" and UP for the options
and that did't have any impact on the sort order either.
The customer "company tickets" sort order still remains the same,
newest at the top.





On Tue, Nov 18, 2008 at 8:04 PM, Lars Jørgensen <[EMAIL PROTECTED]> wrote:
> hi Sam,
>
>> 1. How do I change the default "Next state" for the customer ticket to
>> "Open" and not "Closed Successfully" ?
>
> Admin -> SysConfig -> Search for "StateDefault".
>
> You can set the Default Next State several places - composing an answer, 
> adding a remark and so on.
>
>> 2. How do I change the default sort order for the Customers "Company
>> Tickets" to oldest first (oldest at the top) ?
>
> Haven't tried this, but do a search for "sort" in Admin -> SysConfig. One of 
> the hits is Frontend::Customer::Ticket::ViewSearch.
>
> I don't know is the settings here apply only for search results but you'll 
> soon find out :-)
>
>
> --
> Lars
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[otrs] change the default "Next state"

[Sam Ami]

I have two questions...

1. How do I change the default "Next state" for the customer ticket to
"Open" and not "Closed Successfully" ?
2. How do I change the default sort order for the Customers "Company
Tickets" to oldest first (oldest at the top) ?

Regards
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[otrs] otrs raw queue and customer "company tickets"

[Sam Ami]

OK customerID issue resolved...




-- Forwarded message --
From: Sam Ami <[EMAIL PROTECTED]>
Date: Tue, Nov 18, 2008 at 11:00 AM
Subject: otrs raw queue and customer "company tickets"
To: otrs@otrs.org


So the problem is that if a user (all users have LDAP accounts) emails
into the OTRS, the OTRS customerID is set as there email address.

If the same user uses the customer interface, the customerID is set to
513 (the users LDAP primary group ID), so all users logging into the
customer interface will get a customerID od 513.

Is there any way to make this work so emailing into the OTRS "and"
setting tickets via the customer interface all end up in the customer
interface "company tickets" view ?




-- Forwarded message --
From: Sam Ami <[EMAIL PROTECTED]>
Date: Mon, Nov 17, 2008 at 11:12 AM
Subject: otrs raw queue and customer "company tickets"
To: otrs@otrs.org


hi all

we are moving away from a email only otrs setup for customer to the
full customer web interface.

is there any way to integrate the raw queue if customers decide to
email a request with there "company tickets" view ?

currently, if a customer emails a request into the otrs, the request
is not visible in there "company tickets"

any suggestions ?
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[otrs] otrs raw queue and customer "company tickets"

[Sam Ami]

So the problem is that if a user (all users have LDAP accounts) emails
into the OTRS, the OTRS customerID is set as there email address.

If the same user uses the customer interface, the customerID is set to
513 (the users LDAP primary group ID), so all users logging into the
customer interface will get a customerID od 513.

Is there any way to make this work so emailing into the OTRS "and"
setting tickets via the customer interface all end up in the customer
interface "company tickets" view ?




-- Forwarded message --
From: Sam Ami <[EMAIL PROTECTED]>
Date: Mon, Nov 17, 2008 at 11:12 AM
Subject: otrs raw queue and customer "company tickets"
To: otrs@otrs.org


hi all

we are moving away from a email only otrs setup for customer to the
full customer web interface.

is there any way to integrate the raw queue if customers decide to
email a request with there "company tickets" view ?

currently, if a customer emails a request into the otrs, the request
is not visible in there "company tickets"

any suggestions ?
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[otrs] otrs raw queue and customer "company tickets"

[Sam Ami]

hi all

we are moving away from a email only otrs setup for customer to the
full customer web interface.

is there any way to integrate the raw queue if customers decide to
email a request with there "company tickets" view ?

currently, if a customer emails a request into the otrs, the request
is not visible in there "company tickets"

any suggestions ?
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[otrs] HTTPBasicAuth ?

[Sam Ami]

hi all
how does one setup basic HTTPBasicAuth for agents ?
i'm still not sure after looking at the documentation at
http://doc.otrs.org/2.2/en/html/x1641.html#configuration-agent-auth-backend-htbasic
i'm not following !
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[otrs] SSO

[Sam Ami]

Hi All

If anyone is aware of a recent howto SSO for OTRS, please let me know.
I'm aware that apache 2 comes with "mod-auth-kerb" which can be used for SSO
but i can't find any documentation specific about setting up OTRS
any help would be appreciated
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Re: [otrs] SSO

[Sam Ami]

would you be able to write a readme ?




On Thu, Jun 19, 2008 at 8:52 PM, Thomas Mueller <[EMAIL PROTECTED]>
wrote:

> hi sam
>
>
>> I'd like to hear from anyone who has *actually setup* SSO (windows 200x
>> domain) with OTRS  ?
>>
>
> i've done that with apache's mod_auth_kerb and otrs set to "basic auth".
> OTRS server is a debian box.
>
> - Thomas
>
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[otrs] SSO

[Sam Ami]

Hi all.

I'd like to hear from anyone who has *actually setup* SSO (windows 200x
domain) with OTRS  ?
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[otrs] Character Set Conversion error

[Victorio Sam]

Hi,

 

I am running into the exact error that the post below had
with character set encoding.  I tried changing the encoding to utf-8 in
the Config.pm file to 

Config.pm:
$Self->{DefaultCharset} = 'utf-8';

 

But it does not seem to work and it creates other errors,
such as 

   
-e: Malformed UTF-8 character (unexpected non-continuation byte 0x6b,
immediately after start byte 0xe6) in substitution iterator at
/opt/otrs//Kernel/Output/HTML/Generic.pm line 664.

 

Does anybody know how to change the character set?  I
heard that RH 8/9 have problems with UTF-8 and I am running RedHat 9.  Does
anybody have UTF-8 working on RedHat 9?

 

Thanks in advance any help,

 

-Vic

 

Joerg Friedrich Joerg.Dieter.Friedrich
at uni-konstanz.de 
Tue Jun 22 08:59:09 CEST 2004 


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Hi, yesterday I tried to get the reason of these problems, because I noticedthat otrs is only slow for my account, no other user has the sameproblems.  Martin Edenhofer schrieb am Donnerstag, 17. Juni 2004 um 09:08:33 +0200:> On Tue, Jun 15, 2004 at 07:24:10AM +0200, Joerg Friedrich wrote:> > a few days I noticed that our otrs-system is very slow.> > But only when I browse through the queues, every other page is as fast> > as usual, so I thought, the problem is somewhere else.> > > > I just realized, that everytime someone clicks on "Queue View" or any> > queue the load on the Server jumps at 100% running 'postmaster' for> > about 5 seconds, then the queue is displayed and the server load is at> > zero.> > > > now I found in apache errorlog:> > > > Charset encode 'unicode-1-1-utf-7' -=> 'iso-8859-15' (postmaster at digitalworkshop.com) not supported!> > Charset encode 'unicode-1-1-utf-7' -=> 'iso-8859-15' (rz.ca at uni-konstanz.de) not supported!> > Charset encode 'unicode-1-1-utf-7' -=> 'iso-8859-15' (Delivery Status Notification (Failure)) not supported!> > Charset encode 'unicode-1-1-utf-7' -=> 'iso-8859-15' (This is an automatically generated Delivery Status Notification.> > [...] > > This is just a message that perl can't convert "unicode-1-1-utf-7" chateset > to "iso-8859-15" charset. Because perl can't convert "unicode-1-1-utf-7" charsets.> > I would guess that this is an database problem. How many open tickets in the> system? How many tickets in the system? What database do you use?>  1. the four messages could be delivered, by switching the otrs charsetto utf-8. 2. the heavy load the machine has, when I access the queue view is a dbproblem. I use postgres. Number of tickets ~7000. I tracked this down to this query:SELECT t.id, a.article_sender_type_id, a.incoming_time,q.escalation_time, a.id, t.ticket_priority_id  FROM  article a, queue q,ticket t  WHERE  t.ticket_answered != 1  AND  q.escalation_time != 0AND  t.ticket_state_id in ( 1, 4, 6, 7, 8 )  AND  t.id = a.ticket_idAND  q.id = t.queue_id  AND  q.group_id IN ( 2, 3, 4, 10, 1, 12, 7,6 )AND  t.ticket_lock_id in ( 1, 3 )  ORDER BY t.id, t.ticket_priority_idDESC, a.incoming_time LIMIT 1500 postgres needed ~15 sec to perform it.removing one queue from my rw-queues, and the query is done in less thana second. this is a postgres problem.   -- Jörg Friedrich There are only 10 types of people:Those who understand binary and those who don't.

 



 

 






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Re: [otrs] Overloaded otrs queue

[Sam Nadeau]

Title: Message



You'll use 2 tables
 
first one is Queue. Get the queue_id of your RAW 
queue.
 
One you have this , do a query on the ticket table 
to find every ticket in the RAW queue.
 
if you want to delete all tickets in the raw queue, 
do something like this :
 
delete from ticket
where queue_id = ( you put the id 
here)
 
To do SQL query, just click on the SQL tab at the 
top.
 
Sam

  - Original Message - 
  From: 
  Neil Lehouillier 
  To: User questions and discussions about OTRS. 
  
  Sent: Tuesday, January 06, 2004 3:43 
  PM
  Subject: RE: [otrs] Overloaded otrs 
  queue
  
  Yes 
  I can.
  

-Original Message-From: [EMAIL PROTECTED] 
[mailto:[EMAIL PROTECTED] On Behalf Of Sam 
NadeauSent: Tuesday, January 06, 2004 1:46 PMTo: User 
questions and discussions about OTRS.Subject: Re: [otrs] 
Overloaded otrs queue
This will allow you to easily make query 
against your database.
 
Can you see your OTRS database from phpmyadmin 
?
 
    Sam

  - Original Message - 
  From: 
  Neil Lehouillier 

  To: User questions and discussions about OTRS. 
  
  Sent: Tuesday, January 06, 2004 3:40 
  PM
  Subject: RE: [otrs] Overloaded otrs 
  queue
  
  Ok I've got in installed.  Now what?   I'm not very 
  good with php so please be specific.
   
  Thanks in advance..
   
  Neil
  

-Original Message-From: [EMAIL PROTECTED] 
[mailto:[EMAIL PROTECTED] On Behalf Of Sam 
NadeauSent: Tuesday, January 06, 2004 11:08 AMTo: 
User questions and discussions about OTRS.Subject: Re: [otrs] 
Overloaded otrs queue
http://www.phpmyadmin.net/home_page/
 
google is your friend :-)
         
Sam

  - Original Message - 
  From: 
  Neil Lehouillier 
  
  To: User questions and discussions about 
  OTRS. 
  Sent: Tuesday, January 06, 2004 
  12:24 PM
  Subject: RE: [otrs] Overloaded 
  otrs queue
  
  It seems that I don't.  Where can I locate this 
  program?
   
  Neil
  

-Original Message-From: [EMAIL PROTECTED] 
[mailto:[EMAIL PROTECTED] On Behalf Of Sam 
NadeauSent: Tuesday, January 06, 2004 9:59 
AMTo: User questions and discussions about 
OTRS.Subject: Re: [otrs] Overloaded otrs 
queue
Do you have phpmyadmin installed 
??
 
I could help you solve this issue 
easily.
         
Sam

  - Original Message - 
  From: 
  Neil 
  Lehouillier 
  To: [EMAIL PROTECTED] 
  Sent: Tuesday, January 06, 
  2004 11:50 AM
  Subject: [otrs] Overloaded 
  otrs queue
  
  I have a small question….. 
  How do you manual go into mysql and 
  delete messages in the raw queue?  It seems that over the 
  holidays the otrs system created 88000 messages and put them in 
  the raw queue.  Now I can't even get otrs working properly 
  anymore.  I want to manual go into the mysql database and 
  delete all the messages in the raw queue.  Does anyone know 
  how to do this?
  Thanks…. 
  Neil 
  
  

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Re: [otrs] Overloaded otrs queue

[Sam Nadeau]

Title: Message



This will allow you to easily make query against 
your database.
 
Can you see your OTRS database from phpmyadmin 
?
 
Sam

  - Original Message - 
  From: 
  Neil Lehouillier 
  To: User questions and discussions about OTRS. 
  
  Sent: Tuesday, January 06, 2004 3:40 
  PM
  Subject: RE: [otrs] Overloaded otrs 
  queue
  
  Ok 
  I've got in installed.  Now what?   I'm not very good with php 
  so please be specific.
   
  Thanks in advance..
   
  Neil
  

-Original Message-From: [EMAIL PROTECTED] 
[mailto:[EMAIL PROTECTED] On Behalf Of Sam 
NadeauSent: Tuesday, January 06, 2004 11:08 AMTo: User 
questions and discussions about OTRS.Subject: Re: [otrs] 
Overloaded otrs queue
http://www.phpmyadmin.net/home_page/
 
google is your friend :-)
     
Sam

  - Original Message - 
  From: 
  Neil Lehouillier 

  To: User questions and discussions about OTRS. 
  
  Sent: Tuesday, January 06, 2004 12:24 
  PM
  Subject: RE: [otrs] Overloaded otrs 
  queue
  
  It seems that I don't.  Where can I locate this 
  program?
   
  Neil
  

-Original Message-From: [EMAIL PROTECTED] 
[mailto:[EMAIL PROTECTED] On Behalf Of Sam 
NadeauSent: Tuesday, January 06, 2004 9:59 AMTo: 
User questions and discussions about OTRS.Subject: Re: [otrs] 
Overloaded otrs queue
Do you have phpmyadmin installed 
??
 
I could help you solve this issue 
easily.
         
Sam

  - Original Message - 
  From: 
  Neil Lehouillier 
  
  To: [EMAIL PROTECTED] 
  Sent: Tuesday, January 06, 2004 
  11:50 AM
  Subject: [otrs] Overloaded otrs 
  queue
  
  I have a small question….. 
  How do you manual go into mysql and delete 
  messages in the raw queue?  It seems that over the holidays the 
  otrs system created 88000 messages and put them in the raw 
  queue.  Now I can't even get otrs working properly anymore.  
  I want to manual go into the mysql database and delete all the 
  messages in the raw queue.  Does anyone know how to do 
  this?
  Thanks…. 
  Neil 
  
  

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Re: [otrs] Overloaded otrs queue

[Sam Nadeau]

Title: Message



http://www.phpmyadmin.net/home_page/
 
google is your friend :-)
 
Sam

  - Original Message - 
  From: 
  Neil Lehouillier 
  To: User questions and discussions about OTRS. 
  
  Sent: Tuesday, January 06, 2004 12:24 
  PM
  Subject: RE: [otrs] Overloaded otrs 
  queue
  
  It 
  seems that I don't.  Where can I locate this program?
   
  Neil
  

-Original Message-From: [EMAIL PROTECTED] 
[mailto:[EMAIL PROTECTED] On Behalf Of Sam 
NadeauSent: Tuesday, January 06, 2004 9:59 AMTo: User 
questions and discussions about OTRS.Subject: Re: [otrs] 
Overloaded otrs queue
Do you have phpmyadmin installed 
??
 
I could help you solve this issue 
easily.
 
    Sam

  - Original Message - 
  From: 
  Neil Lehouillier 

  To: [EMAIL PROTECTED] 
  Sent: Tuesday, January 06, 2004 11:50 
  AM
  Subject: [otrs] Overloaded otrs 
  queue
  
  I have a small question….. 
  How do you manual go into mysql and delete 
  messages in the raw queue?  It seems that over the holidays the otrs 
  system created 88000 messages and put them in the raw queue.  Now I 
  can't even get otrs working properly anymore.  I want to manual go 
  into the mysql database and delete all the messages in the raw 
  queue.  Does anyone know how to do this?
  Thanks…. 
  Neil 
  
  

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Re: [otrs] Overloaded otrs queue

[Sam Nadeau]

Title: Overloaded otrs queue



Do you have phpmyadmin installed ??
 
I could help you solve this issue 
easily.
 
Sam

  - Original Message - 
  From: 
  Neil Lehouillier 
  To: [EMAIL PROTECTED] 
  Sent: Tuesday, January 06, 2004 11:50 
  AM
  Subject: [otrs] Overloaded otrs 
  queue
  
  I have a small question….. 
  How do you manual go into mysql and delete messages 
  in the raw queue?  It seems that over the holidays the otrs system 
  created 88000 messages and put them in the raw queue.  Now I can't even 
  get otrs working properly anymore.  I want to manual go into the mysql 
  database and delete all the messages in the raw queue.  Does anyone know 
  how to do this?
  Thanks…. 
  Neil 
  
  

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Re: RE : [otrs] Agent Notiifcation not working

[Sam Nadeau]

Got it !

Thank-you-very-much-sir !

Sam

- Original Message - 
From: "Chris Salter" <[EMAIL PROTECTED]>
To: "'User questions and discussions about OTRS.'" <[EMAIL PROTECTED]>
Sent: Monday, November 10, 2003 9:00 AM
Subject: RE: RE : [otrs] Agent Notiifcation not working


> I did the exact same thing when I first set up my OTRS system. ;-)  So,
the
> next question is, what are your settings in your Config.pm file for
outgoing
> email, and next, what does the error log say?
>
> --
> Chris Salter
>
>
> -Original Message-----
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of
> Sam Nadeau
> Sent: November 10, 2003 8:51 AM
> To: User questions and discussions about OTRS.
> Subject: Re: RE : [otrs] Agent Notiifcation not working
>
>
> no, seem like I'm missing something big here ! :-)
>
> Sam
> - Original Message -
> From: "Chris Salter" <[EMAIL PROTECTED]>
> To: "'User questions and discussions about OTRS.'" <[EMAIL PROTECTED]>
> Sent: Monday, November 10, 2003 8:35 AM
> Subject: RE: RE : [otrs] Agent Notiifcation not working
>
>
> > Are normal outgoing emails (such as responses to customer questions)
being
> > sent?
> >
> > --
> > Chris Salter
> >
> > -Original Message-
> > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of
> > Samuel Nadeau
> > Sent: November 9, 2003 6:23 PM
> > To: 'User questions and discussions about OTRS.'
> > Subject: RE : [otrs] Agent Notiifcation not working
> >
> >
> > Yep, I was aware of this.
> >
> > Still no email.
> >
> > How about the AdminEmail function ? It should work right ?
> >
> > Sam
> >
> > -Message d'origine-
> > De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de
> > Paul
> > Envoyé : Sunday, November 09, 2003 5:38 PM
> > À : 'User questions and discussions about OTRS.'
> > Objet : RE: [otrs] Agent Notiifcation not working
> >
> > Hi,
> >
> > > Hi All,
> > >   We are currently trying OTRS since we will implement this really
> > soon.
> > > Everything has been great so far, except for the agent notification.
> > > They don't receive any email
> >
> > Agents will only receive notifications for tickets in their custom
> > queues.
> > This seems to be a point of confusion for most new administrators and
> > still
> > occasionally gets some of us that have been using OTRS for a while.
> >
> > You'll need to have each user select the queues they want to receive
> > notifications for under the Preferences button while logged into their
> > account and ensure that their account is set up to receive
> > notifications.
> > (They can do this themselves via Preferences and you can do it when you
> > create the account).
> >
> > Regards,
> > Paul
> >
> > ___
> > 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?
> >
> > ___
> > 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 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: RE : [otrs] Agent Notiifcation not working

[Sam Nadeau]

no, seem like I'm missing something big here ! :-)

Sam
- Original Message - 
From: "Chris Salter" <[EMAIL PROTECTED]>
To: "'User questions and discussions about OTRS.'" <[EMAIL PROTECTED]>
Sent: Monday, November 10, 2003 8:35 AM
Subject: RE: RE : [otrs] Agent Notiifcation not working


> Are normal outgoing emails (such as responses to customer questions) being
> sent?
>
> --
> Chris Salter
>
> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of
> Samuel Nadeau
> Sent: November 9, 2003 6:23 PM
> To: 'User questions and discussions about OTRS.'
> Subject: RE : [otrs] Agent Notiifcation not working
>
>
> Yep, I was aware of this.
>
> Still no email.
>
> How about the AdminEmail function ? It should work right ?
>
> Sam
>
> -Message d'origine-
> De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de
> Paul
> Envoyé : Sunday, November 09, 2003 5:38 PM
> À : 'User questions and discussions about OTRS.'
> Objet : RE: [otrs] Agent Notiifcation not working
>
> Hi,
>
> > Hi All,
> >   We are currently trying OTRS since we will implement this really
> soon.
> > Everything has been great so far, except for the agent notification.
> > They don't receive any email
>
> Agents will only receive notifications for tickets in their custom
> queues.
> This seems to be a point of confusion for most new administrators and
> still
> occasionally gets some of us that have been using OTRS for a while.
>
> You'll need to have each user select the queues they want to receive
> notifications for under the Preferences button while logged into their
> account and ensure that their account is set up to receive
> notifications.
> (They can do this themselves via Preferences and you can do it when you
> create the account).
>
> Regards,
> Paul
>
> ___
> 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?
>
> ___
> 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/