Re: [otrs] : Re: OTRS ITSM and Standard
Hi, 19/11/2014 12:39 - Finetti Stefano wrote: I know this may be a stupid question, but I didn't find any specific answer, so... there are no stupid questions :) I have now a standard OTRS without the ITSM features, my employees use it for our Customer Service. very good. Since we also have an IT Department who (i think) would benefit from the structure of OTRS, usually they do benefit :) i was wondering about installing the ITSM module on the same installation of Customer Service OTRS (in order to share customer database, and configurations). The use of one system is mostly the best idea. But you need to think about global system settings. They are all shared. You may use some ACLs or additional add ons, which you don't use for now. For the ITSM part: ITSM does not change the queue structure or standard OTRS features. It will work fine with the modules installed. But: it makes no sense, if you do not have IT Service Management in your company. Some things like Service Catalogue Criticality and Impact is something you should have right now. The ITSM part (for example ITSMIncidentProblemManagement) enables the ticket type mandatory and creates Impact/Criticality and Priority Matrix (calculated priorities) and that will affect your existing system, because these settings are globally. If you can answer the following questions with yes, you may install it, if you answer these with no you don't need it: - I have a service catalogue (it is covered with OTRS Heldpesk without ITSM) - I need ticket types (it is covered with OTRS Heldpesk without ITSM) - I need calculated priorities - I have a definiton of priorities, impacts, criticality - I know the terms impact and criticality - I want to use CMDB - I need a change management software - I have a change management established in my company - I need reports about SLAs - ... may be more? ;) I would test the ITSM modules on a UAT or testing machine first. Then you can have a look at it, what is changed and so on. But I would not recommend to install it just to have it or if you say perhaps it might be useful. If you can for sure say: Yes, it is a must in my company then do it. cheers -- Florian - 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] : Re: otrs speed consideration
Hi, 13.05.2014 11:06 - Mimiko schrieb: Somehow. I did what mhillman sugested - ran shell bin/otrs.RebuildConfig.pl shell bin/otrs.DeleteCache.pl but in long terms, still it is visible slow for agents. Dashboard generation on server for agents takes 0-6 seconds. Accessing SysConfig or Package Manager takes 5-15 seconds. Are your cron jobs running fine? Florian - 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] : Re: otrs speed consideration
Hi, On 14.05.2014 16:09, Bogdan Iosif wrote: My opinion is that Redhat/CentOS or Ubuntu LTS (based on Debian, I know) are more likely to have the best performing drivers and the most tested and stable configurations, compared with other distros. RedHat, CentOS, Ubuntu, Debian, (Open-)SuSE as well as all Distributions with good perl integration are performing well. There are/were some issues if you use specific distributions and their online repository, but if you install from source or rpm (and follow the install.md) it should work + perform fine! How many concurrent users do you have, and what is your (virtual) hardware settings? Florian - 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] RE : OTRS 3: worth the wait? Any information regardingfeatures / sneak peeks?
Hi, I found the part about ITSM2.0 http://www.otrs.com/fileadmin/mediafiles/READY-FOR-TAKE-OFF/OTRS_ITSM20_ChangeManagement-EN.pdf I can't wiat for that. Adam LEBLANC Bastien (EXT CAP GEMINI) pisze: Hi, the PDF is not available anymore? Not Found The requested URL /fileadmin/mediafiles/Download/Praesentationen/Service_Management_Solutions_OTRS_Inc.pdf was not found on this server. -Message d'origine- De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de Aron Rotteveel Envoyé : jeudi 15 avril 2010 10:16 À : User questions and discussions about OTRS. Objet : Re: [otrs] OTRS 3: worth the wait? Any information regardingfeatures / sneak peeks? Hi Michiel, I am very curious to see the progress that is being made on this new release; are there any new developments worth mentioning yet? As mentioned before, I believe that OTRS can greatly benefit from more community feedback during the development phase. Thanks in advance. -- Best regards, Aron Rotteveel 2010/3/12 Michiel Beijen mich...@beefreeit.nl Hi Aron, If OTRS3 is worth the wait, you should obviously decide for yourself.. All I can give you right now is some screenshots on page 22 of this document: http://www.otrs.com/fileadmin/mediafiles/Download/Praesentationen/Service_Management_Solutions_OTRS_Inc.pdf For the design we've worked together with a company that is specialized in interaction design. I'm really happy with the way it works and think it's a major step ahead in usability of the product (and it just looks great, too). We are currently working on HTML prototypes that serve as the basis for OTRS 3. They will be finished in the upcoming weeks. After that, there will still be lots of work implementing that in OTRS. We hope to be able to share more details on the project, including timelines etc, in April. I hope you stay tuned! ((enjoy)) - Michiel Beijen RD Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer On Fri, Mar 12, 2010 at 9:59 AM, Aron Rotteveel rotteveel.a...@gmail.com wrote: Hi everyone, I have noticed several short statements regarding the upcoming release of OTRS 3, but all of these seem to be quite vague. Perhaps I am overlooking something, but I have not seen any detailed information regarding features, improvements and release dates. Is there a place where I could find this? We have recently discovered ActiveCampaign Helpdesk software and I must say that it is looking rather good. We have been OTRS users for quite a while and I'd rather not switch systems only to discover that OTRS 3 is a complete overhaul and makes me want to switch back again. Any information on this new release would be greatly appreciated. Thanks in advance, Best regards, Aron Rotteveel - 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/ --- Ce message et toutes les pièces jointes sont établis à l'intention exclusive de ses destinataires et sont confidentiels. L'intégrité de ce message n'étant pas assurée sur Internet, la SNCF ne peut être tenue responsable des altérations qui pourraient se produire sur son contenu. Toute publication, utilisation, reproduction, ou diffusion, même partielle, non autorisée préalablement par la SNCF, est strictement interdite. Si vous n'êtes pas le destinataire de ce message, merci d'en avertir immédiatement l'expéditeur et de le détruire. --- This message and any attachments are intended solely for the addressees and are confidential. SNCF may not be held responsible for their contents whose accuracy and completeness cannot be guaranteed over the Internet. Unauthorized use, disclosure, distribution, copying, or any part thereof is strictly prohibited. If you are not the intended recipient of this message, please notify the sender immediately and delete it. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe:
Re: [otrs] RE : OTRS 3: worth the wait? Any information regardingfeatures / sneak p eeks?
Hi, the cached copy is available though http://webcache.googleusercontent.com/search? q=cache:http://www.otrs.com/fileadmin/mediafiles/Download/Praesentationen/Service_Management_Solutions_OTR S_Inc.pdf Cheers, Ilya Thu, 15 Apr 2010 10:23:22 +0200 письмо от LEBLANC Bastien (EXT CAP GEMINI) ext.cap- gemini.lebl...@sncf.fr: Hi, the PDF is not available anymore? Not Found The requested URL /fileadmin/mediafiles/Download/Praesentationen/Service_Management_Solutions_OTRS_Inc.pdf was not found on this server. -Message d'origine- De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de Aron Rotteveel EnvoyИ : jeudi 15 avril 2010 10:16 ю : User questions and discussions about OTRS. Objet : Re: [otrs] OTRS 3: worth the wait? Any information regardingfeatures / sneak peeks? Hi Michiel, I am very curious to see the progress that is being made on this new release; are there any new developments worth mentioning yet? As mentioned before, I believe that OTRS can greatly benefit from more community feedback during the development phase. Thanks in advance. -- Best regards, Aron Rotteveel 2010/3/12 Michiel Beijen mich...@beefreeit.nl Hi Aron, If OTRS3 is worth the wait, you should obviously decide for yourself.. All I can give you right now is some screenshots on page 22 of this document: http://www.otrs.com/fileadmin/mediafiles/Download/Praesentationen/Service_Management_Solutions_OTRS_Inc.pd f For the design we've worked together with a company that is specialized in interaction design. I'm really happy with the way it works and think it's a major step ahead in usability of the product (and it just looks great, too). We are currently working on HTML prototypes that serve as the basis for OTRS 3. They will be finished in the upcoming weeks. After that, there will still be lots of work implementing that in OTRS. We hope to be able to share more details on the project, including timelines etc, in April. I hope you stay tuned! ((enjoy)) - Michiel Beijen RD Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: AndrИ Mindermann (CEO), Martin Edenhofer On Fri, Mar 12, 2010 at 9:59 AM, Aron Rotteveel rotteveel.a...@gmail.com wrote: Hi everyone, I have noticed several short statements regarding the upcoming release of OTRS 3, but all of these seem to be quite vague. Perhaps I am overlooking something, but I have not seen any detailed information regarding features, improvements and release dates. Is there a place where I could find this? We have recently discovered ActiveCampaign Helpdesk software and I must say that it is looking rather good. We have been OTRS users for quite a while and I'd rather not switch systems only to discover that OTRS 3 is a complete overhaul and makes me want to switch back again. Any information on this new release would be greatly appreciated. Thanks in advance, Best regards, Aron Rotteveel - 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/ --- Ce message et toutes les piХces jointes sont Иtablis Ю l'intention exclusive de ses destinataires et sont confidentiels. L'intИgritИ de ce message n'Иtant pas assurИe sur Internet, la SNCF ne peut Йtre tenue responsable des altИrations qui pourraient se produire sur son contenu. Toute publication, utilisation, reproduction, ou diffusion, mЙme partielle, non autorisИe prИalablement par la SNCF, est strictement interdite. Si vous n'Йtes pas le destinataire de ce message, merci d'en avertir immИdiatement l'expИditeur et de le dИtruire. --- This message and any attachments are intended solely for the addressees and are confidential. SNCF may not be held responsible for their contents whose accuracy and completeness cannot be guaranteed over the Internet. Unauthorized use, disclosure, distribution, copying, or any part thereof is strictly prohibited. If you are not the intended recipient of this message, please notify the
Re: [otrs] RE : OTRS 3: worth the wait? Any information regardingfeatures / sneak peeks?
The PDF just has been refreshed and has a new URL: http://www.otrs.com/fileadmin/mediafiles/Download/Praesentationen/Service_Management_Solutions_USA.pdf We are preparing more information soon, please stay tuned. If you're into development, you can check out the CVS HEAD version of OTRS and see the daily progress made. For non-UI features, you can also read through the CHANGES file and see what has been added since 2.4.x: http://source.otrs.org/viewvc.cgi/otrs/CHANGES?view=markup Regards, Mike. On Thu, Apr 15, 2010 at 10:23 AM, LEBLANC Bastien (EXT CAP GEMINI) ext.cap-gemini.lebl...@sncf.fr wrote: Hi, the PDF is not available anymore? Not Found The requested URL /fileadmin/mediafiles/Download/Praesentationen/Service_Management_Solutions_OTRS_Inc.pdf was not found on this server. -Message d'origine- De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de Aron Rotteveel Envoyé : jeudi 15 avril 2010 10:16 À : User questions and discussions about OTRS. Objet : Re: [otrs] OTRS 3: worth the wait? Any information regardingfeatures / sneak peeks? Hi Michiel, I am very curious to see the progress that is being made on this new release; are there any new developments worth mentioning yet? As mentioned before, I believe that OTRS can greatly benefit from more community feedback during the development phase. Thanks in advance. -- Best regards, Aron Rotteveel 2010/3/12 Michiel Beijen mich...@beefreeit.nl Hi Aron, If OTRS3 is worth the wait, you should obviously decide for yourself.. All I can give you right now is some screenshots on page 22 of this document: http://www.otrs.com/fileadmin/mediafiles/Download/Praesentationen/Service_Management_Solutions_OTRS_Inc.pdf For the design we've worked together with a company that is specialized in interaction design. I'm really happy with the way it works and think it's a major step ahead in usability of the product (and it just looks great, too). We are currently working on HTML prototypes that serve as the basis for OTRS 3. They will be finished in the upcoming weeks. After that, there will still be lots of work implementing that in OTRS. We hope to be able to share more details on the project, including timelines etc, in April. I hope you stay tuned! ((enjoy)) - Michiel Beijen RD Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer On Fri, Mar 12, 2010 at 9:59 AM, Aron Rotteveel rotteveel.a...@gmail.com wrote: Hi everyone, I have noticed several short statements regarding the upcoming release of OTRS 3, but all of these seem to be quite vague. Perhaps I am overlooking something, but I have not seen any detailed information regarding features, improvements and release dates. Is there a place where I could find this? We have recently discovered ActiveCampaign Helpdesk software and I must say that it is looking rather good. We have been OTRS users for quite a while and I'd rather not switch systems only to discover that OTRS 3 is a complete overhaul and makes me want to switch back again. Any information on this new release would be greatly appreciated. Thanks in advance, Best regards, Aron Rotteveel - 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/ --- Ce message et toutes les pièces jointes sont établis à l'intention exclusive de ses destinataires et sont confidentiels. L'intégrité de ce message n'étant pas assurée sur Internet, la SNCF ne peut être tenue responsable des altérations qui pourraient se produire sur son contenu. Toute publication, utilisation, reproduction, ou diffusion, même partielle, non autorisée préalablement par la SNCF, est strictement interdite. Si vous n'êtes pas le destinataire de ce message, merci d'en avertir immédiatement l'expéditeur et de le détruire. --- This message and any attachments are intended solely for the addressees and are confidential. SNCF may not be held responsible for their contents whose
Re: [otrs] Re. OTRS upgrade 2.3.4 -- 2.4.1 perl error
Hi Alan, thanks for the reply, here is the status [o...@otrs bin]$ perl -cw /opt/otrs/bin/cgi-bin/index.pl /opt/otrs/bin/cgi-bin/index.pl syntax OK [o...@otrs bin]$ perl -cw /opt/otrs/bin/PostMaster.pl /opt/otrs/bin/PostMaster.pl syntax OK [o...@otrs bin]$ Lakshan --- On Fri, 7/31/09, Alan McKay alan.mc...@gmail.com wrote: From: Alan McKay alan.mc...@gmail.com Subject: Re: [otrs] Re. OTRS upgrade 2.3.4 -- 2.4.1 perl error To: User questions and discussions about OTRS. otrs@otrs.org Date: Friday, July 31, 2009, 8:52 PM What do these return? perl -cw /opt/otrs/bin/cgi-bin/index.pl perl -cw /opt/otrs/bin/PostMaster.pl -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] Re. OTRS upgrade 2.3.4 -- 2.4.1 perl error
What do these return? perl -cw /opt/otrs/bin/cgi-bin/index.pl perl -cw /opt/otrs/bin/PostMaster.pl -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] Re: OTRS 2.2.5 error (Nils Breunese (Lemonbit))
Andrew Meyer wrote:
# (The database DSN for MySQL == more: man DBD::mysql)
$Self-{DatabaseDSN} =
DBI:mysql:database=$Self-{Database};host=$Self-{DatabaseHost};;
That looks OK. Do you have DBI MySQL installed? What does ~otrs/bin/
otrs.checkModules say?
Nils Breunese.
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Support or consulting for your OTRS system?
= http://www.otrs.com/
Re: [otrs] Re: OTRS 2.2.5 error (Nils Breunese (Lemonbit))
Andrew Meyer wrote: It says everything is ok. You were installing OTRS on Solaris? Maybe you need to file a bug report: http://bugs.otrs.org/ Nils Breunese. ___ 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] Re: OTRS 2.2.5 error (Nils Breunese (Lemonbit))
It says everything is ok.
otrs2:/var/www/otrs/bin# ./otrs.checkModules
CGI ... ok
Date::Pcalc ... ok
Date::Format ... ok
DBI ... ok
DBD::mysql ... ok
Digest::MD5 ... ok
Crypt::PasswdMD5 ... ok
LWP::UserAgent ... ok
IO::Scalar ... ok
IO::Wrap ... ok
MIME::Base64 ... ok
MIME::Tools ... ok
Mail::Internet ... ok
Net::DNS ... ok
Net::POP3 ... ok
Net::LDAP ... ok
Net::SMTP ... ok
Authen::SASL ... ok
GD ... ok
GD::Text ... ok
GD::Graph ... ok
GD::Graph::lines ... ok
GD::Text::Align ... ok
XML::Parser ... ok
PDF::API2 ... ok
Compress::Zlib ... ok
Andrew Meyer
Unix Systems Administrator
314-787-0681 x39
314-565-0868 (cell)
1300 Hampton Ave.
Ste. 200
Saint Louis, MO 63139
http://www.precisionpractice.com/
--
Message: 7
Date: Fri, 15 Feb 2008 15:29:47 +0100
From: Nils Breunese (Lemonbit) [EMAIL PROTECTED]
Subject: Re: [otrs] Re: OTRS 2.2.5 error (Nils Breunese (Lemonbit))
To: User questions and discussions about OTRS.org otrs@otrs.org
Message-ID: [EMAIL PROTECTED]
Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes
Andrew Meyer wrote:
# (The database DSN for MySQL == more: man DBD::mysql)
$Self-{DatabaseDSN} =
DBI:mysql:database=$Self-{Database};host=$Self-{DatabaseHost};;
That looks OK. Do you have DBI MySQL installed? What does ~otrs/bin/
otrs.checkModules say?
Nils Breunese.
___
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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] Re: otrs Digest, Vol 54, Issue 3
Hello Antonio, Here is my httpd.conf. Gr. Peter 2008/1/3, Antonio Sarmiento [EMAIL PROTECTED]: Peter: Is posible for you send me the Apache config file. It is C:\OTRS\Apache2\conf\httpd.conf, because I identified Apache like the problem. First I wan review the config before to replace the apache version. Thanks and Happy New Year Antonio Message: 6 Date: Thu, 3 Jan 2008 08:31:06 +0100 From: Peter Hoogkamer [EMAIL PROTECTED] Subject: Re: [otrs] The system crashes To: User questions and discussions about OTRS.org otrs@otrs.org Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=ISO-8859-1 Hello Gabriele, I am using a Windows 2003 server. It's a hp blade server, but had a test system running on a standard dell desktop (dimension e520) and had no problems there. Gr. Peter 2008/1/2, Gabriele D'Andrea [EMAIL PROTECTED]: What Windows OS are you using? Previously I was running a test environment on a Windows XP box, and sometimes I had to restart Apache, seemed like it took most of the system memory then stopped responding. However it was only notebook with little resources, and I didn't troubleshoot it cause we moved to a new linux server. Gabriele - Original Message - From: Antonio Sarmiento [EMAIL PROTECTED] To: otrs@otrs.org Sent: Thursday, December 27, 2007 9:23 PM Subject: Re: [otrs] The system crashes Anyway I copy the file, and the error does not occur again,but the system is still whit the problem. I check all the logs file with the date of the day (apache and mysql) and I dind´t find any error at time the systems stpos ?? Somebody has another hints more than change to Linux. I Remeber Peter is running over the same winn 2003 server like us, but without problems. what other file can I check ? What may be falling Apache ? Mysql ?, OTRS ? where in OTRS may I check what is running ?? Thanks again Antonio Date: Thu, 27 Dec 2007 14:49:46 +0400 From: Mike Lykov [EMAIL PROTECTED] Subject: Re: [otrs] The system crashes To: User questions and discussions about OTRS.org otrs@otrs.org Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=utf-8 Ð' Ñ?ообÑ?ении оÑ, Thursday 27 December 2007 04:44:58 Antonio Sarmiento напиÑ?ал(а): [Wed Dec 26 11:43:33 2007] [error] [client 192.168.0.127] File does not exist: C:/OTRS/Apache2/htdocs/favicon.ico There are 2 errors the first was at 11:43 an the second error at 11:57 but the system stop al 12:09 more less ?? don't bother this file isn't needed 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 Support or consulting for your OTRS system? http://www.otrs.com/ httpd.conf Description: Binary data ___ 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] RE: otrs Digest, Vol 51, Issue 64
If it was better implemented then yeah, Andy, I would agree with you. But the locking system in OTRS doesn't distinguish between I'm busy working on this and I just stuck a note on it then left for lunch. If I want to lock a ticket I'm working on, you're right the system should allow that. But OTRS requiring a lock to even stick a note on a ticket is absurd. On Oct 31, 2007, at 9:52 AM, Andy Lubel wrote: These aren't stupid alternatives, more like warnings/caveats from real world implementations. DANGER WILL ROBINSON The implications of disabling what some of us consider to be a core functionality of a multi-user helpdesk system should be presented. Fools learn from their own mistakes while the Wise Men learn from the mistakes of the Fool Good luck in whatever choice you make, Andy On 10/31/07 8:36 AM, Mujtaba Karim [EMAIL PROTECTED] wrote: Guys leave it if you cant do it then don't suggest stupid alternates The guy clearly said he needs to disable the lock system Here is how In SysConfig, you must disable RequiredLock in these pages Frontend::Agent::Ticket::ViewBounce Frontend::Agent::Ticket::ViewClose Frontend::Agent::Ticket::ViewCompose Frontend::Agent::Ticket::ViewForward Frontend::Agent::Ticket::ViewMerge Frontend::Agent::Ticket::ViewPending Frontend::Agent::Ticket::ViewPhoneOutbound Frontend::Agent::Ticket::ViewPriority In general, check all ..View.. pages to see wether RequiredLock is enabled. Then, you can disable the links to locks: unchek Ticket::Frontend::MenuModule###100Lock: Ticket::Frontend::MenuModule###400-Owner: in Frontend::Agent::Ticket::MenuModule and Frontend::Agent::Ticket::MenuModulePre I've done these modification and worked fine without locks for a while in the past Additionally, you might also want to disable Frontend::Module###AgentTicketLock: Frontend::Module###AgentTicketOwner: in Frontend::Agent::ModuleRegistration but I don't know if this can cause some issues Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED] www.pixsense.com -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Wednesday, October 31, 2007 5:00 PM To: otrs@otrs.org Subject: otrs Digest, Vol 51, Issue 64 Send otrs mailing list submissions to otrs@otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to [EMAIL PROTECTED] You can reach the person managing the list at [EMAIL PROTECTED] When replying, please edit your Subject line so it is more specific than Re: Contents of otrs digest... Today's Topics: 1. Let OTRS mail external notify ([EMAIL PROTECTED]) 2. Re: Remove lock option from tickets (Andy Lubel) 3. Re: RE: what is the best linux distro in my situation? (kerneljack) - - Message: 1 Date: Tue, 30 Oct 2007 14:50:34 +0100 From: [EMAIL PROTECTED] Subject: [otrs] Let OTRS mail external notify To: otrs@otrs.org Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=us-ascii Hi, Is it posible to let OTRS mail a customer when a external note is made? -- Henry, -- next part -- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20071030/d14c29b7/ attachmen t-0001.html -- Message: 2 Date: Tue, 30 Oct 2007 11:31:51 -0400 From: Andy Lubel [EMAIL PROTECTED] Subject: Re: [otrs] Remove lock option from tickets To: User questions and discussions about OTRS.org otrs@otrs.org Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=US-ASCII How many agents, just you? How many customers? You simply may not have enough of either to justify using a HelpDesk system such as OTRS, which is geared towards SMB to enterprise customers. Metrics also translate into SLA's. If you care about the customer then you would care to see how well you are responding to his needs? Can you tell me one system/application you do think does a better job of making it convenient for the agent to work customer submitted issues? -Andy On 10/29/07 9:36 PM, Jo Rhett [EMAIL PROTECTED] wrote: Unless you don't care about metrics but instead convenience of answering the customer. OTRS makes everything inconvenient, as far as I can tell. On Oct 26, 2007, at 6:01 AM, Andy Lubel wrote: i absolutely agree. people need to own (lock) the tickets they work on otherwise certain metrics you would want later cant be gotten. like time open -- working (locked) -- close. unless of course you are a 1 man helpdesk :) -Andy Lubel -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Richard Hinkamp - BeSite Sent:
Re: [otrs] RE: otrs Digest, Vol 51, Issue 64
Thanks for the level of detail, I think I have good news for you!
In Sysconfig you could expose locked tickets via Ticket Status view and
that allows you (or any user with rights on the queue) to add a note into a
locked ticket owned by another user as well as if you were the owner.
This is part of my sysconfig that exposes that Ticket Status view to the
navbar:
$Self-{'Frontend::Module'}-{'AgentTicketStatusView'} = {
'NavBar' = [
{
'Prio' = '110',
'Block' = '',
'Image' = 'overview.png',
'NavBar' = 'Ticket',
'Type' = '',
'AccessKey' = 'v',
'Description' = 'Overview of all open Tickets',
'Name' = 'StatusView',
'Link' = 'Action=AgentTicketStatusView'
}
],
'GroupRo' = [
'StatusViewReaders'
],
'NavBarName' = 'Ticket',
'Description' = 'Overview of all open tickets',
'Title' = 'Status View',
'Group' = [
'SuperAdmin',
'admin'
]
};
Don't just add this into the config.pm.. You can find it in sysconfig..
Somewhere I cant remember :)
If I must I can locate it again but I encourage new admins to rummage
through the 2500 or so configuration/customization options available.
Can you let the list know if that works out for your needs?
-Andy
On 11/7/07 1:24 PM, Jo Rhett [EMAIL PROTECTED] wrote:
If it was better implemented then yeah, Andy, I would agree with
you. But the locking system in OTRS doesn't distinguish between I'm
busy working on this and I just stuck a note on it then left for
lunch.
If I want to lock a ticket I'm working on, you're right the system
should allow that. But OTRS requiring a lock to even stick a note on
a ticket is absurd.
On Oct 31, 2007, at 9:52 AM, Andy Lubel wrote:
These aren't stupid alternatives, more like warnings/caveats from
real
world implementations.
DANGER WILL ROBINSON
The implications of disabling what some of us consider to be a core
functionality of a multi-user helpdesk system should be presented.
Fools learn from their own mistakes while the Wise Men learn from the
mistakes of the Fool
Good luck in whatever choice you make,
Andy
On 10/31/07 8:36 AM, Mujtaba Karim [EMAIL PROTECTED] wrote:
Guys leave it if you cant do it then don't suggest stupid alternates
The guy clearly said he needs to disable the lock system
Here is how
In SysConfig, you must disable RequiredLock in these pages
Frontend::Agent::Ticket::ViewBounce
Frontend::Agent::Ticket::ViewClose
Frontend::Agent::Ticket::ViewCompose
Frontend::Agent::Ticket::ViewForward
Frontend::Agent::Ticket::ViewMerge
Frontend::Agent::Ticket::ViewPending
Frontend::Agent::Ticket::ViewPhoneOutbound
Frontend::Agent::Ticket::ViewPriority
In general, check all ..View.. pages to see wether RequiredLock is
enabled.
Then, you can disable the links to locks: unchek
Ticket::Frontend::MenuModule###100Lock:
Ticket::Frontend::MenuModule###400-Owner:
in Frontend::Agent::Ticket::MenuModule
and Frontend::Agent::Ticket::MenuModulePre
I've done these modification and worked fine without locks for a
while in
the past
Additionally, you might also want to disable
Frontend::Module###AgentTicketLock:
Frontend::Module###AgentTicketOwner:
in Frontend::Agent::ModuleRegistration
but I don't know if this can cause some issues
Mujtaba Karim
Customer Support Manager
PixSense Inc.
172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan
C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED]
www.pixsense.com
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On
Behalf Of
[EMAIL PROTECTED]
Sent: Wednesday, October 31, 2007 5:00 PM
To: otrs@otrs.org
Subject: otrs Digest, Vol 51, Issue 64
Send otrs mailing list submissions to
otrs@otrs.org
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When replying, please edit your Subject line so it is more specific
than Re: Contents of otrs digest...
Today's Topics:
1. Let OTRS mail external notify ([EMAIL PROTECTED])
2. Re: Remove lock option from tickets (Andy Lubel)
3. Re: RE: what is the best linux distro in my situation?
(kerneljack)
-
-
Message: 1
Date: Tue, 30 Oct 2007 14:50:34 +0100
From: [EMAIL PROTECTED]
Subject: [otrs] Let
Re: [otrs] RE: otrs Digest, Vol 51, Issue 65
Please don't reply to Digests! /L Mujtaba Karim wrote: HI I guess if he is running a one man's show or is comfortable with attaching notes and wise enough for to check time There is no issue. I just want to comment that no one was able to figure this out.*odd* Take care No offence to any one Thanks Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED] www.pixsense.com -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Wednesday, October 31, 2007 9:53 PM To: otrs@otrs.org Subject: otrs Digest, Vol 51, Issue 65 Send otrs mailing list submissions to otrs@otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to [EMAIL PROTECTED] You can reach the person managing the list at [EMAIL PROTECTED] When replying, please edit your Subject line so it is more specific than Re: Contents of otrs digest... Today's Topics: 1. RE: otrs Digest, Vol 51, Issue 64 (Mujtaba Karim) 2. Assigning customers to companies via ldap (Baker, Greg) 3. Frederic Fraudeau/FR/Schneider est absent(e). ([EMAIL PROTECTED]) 4. Re: RE: what is the best linux distro in my situation? (Andy Lubel) 5. Re: RE: otrs Digest, Vol 51, Issue 64 (Andy Lubel) -- Message: 1 Date: Wed, 31 Oct 2007 17:36:25 +0500 From: Mujtaba Karim [EMAIL PROTECTED] Subject: [otrs] RE: otrs Digest, Vol 51, Issue 64 To: otrs@otrs.org Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=us-ascii Guys leave it if you cant do it then don't suggest stupid alternates The guy clearly said he needs to disable the lock system Here is how In SysConfig, you must disable RequiredLock in these pages Frontend::Agent::Ticket::ViewBounce Frontend::Agent::Ticket::ViewClose Frontend::Agent::Ticket::ViewCompose Frontend::Agent::Ticket::ViewForward Frontend::Agent::Ticket::ViewMerge Frontend::Agent::Ticket::ViewPending Frontend::Agent::Ticket::ViewPhoneOutbound Frontend::Agent::Ticket::ViewPriority In general, check all ..View.. pages to see wether RequiredLock is enabled. Then, you can disable the links to locks: unchek Ticket::Frontend::MenuModule###100Lock: Ticket::Frontend::MenuModule###400-Owner: in Frontend::Agent::Ticket::MenuModule and Frontend::Agent::Ticket::MenuModulePre I've done these modification and worked fine without locks for a while in the past Additionally, you might also want to disable Frontend::Module###AgentTicketLock: Frontend::Module###AgentTicketOwner: in Frontend::Agent::ModuleRegistration but I don't know if this can cause some issues Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED] www.pixsense.com -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Wednesday, October 31, 2007 5:00 PM To: otrs@otrs.org Subject: otrs Digest, Vol 51, Issue 64 Send otrs mailing list submissions to otrs@otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to [EMAIL PROTECTED] You can reach the person managing the list at [EMAIL PROTECTED] When replying, please edit your Subject line so it is more specific than Re: Contents of otrs digest... Today's Topics: 1. Let OTRS mail external notify ([EMAIL PROTECTED]) 2. Re: Remove lock option from tickets (Andy Lubel) 3. Re: RE: what is the best linux distro in my situation? (kerneljack) -- Message: 1 Date: Tue, 30 Oct 2007 14:50:34 +0100 From: [EMAIL PROTECTED] Subject: [otrs] Let OTRS mail external notify To: otrs@otrs.org Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=us-ascii Hi, Is it posible to let OTRS mail a customer when a external note is made? -- Henry, -- next part -- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20071030/d14c29b7/attachmen t-0001.html -- Message: 2 Date: Tue, 30 Oct 2007 11:31:51 -0400 From: Andy Lubel [EMAIL PROTECTED] Subject: Re: [otrs] Remove lock option from tickets To: User questions and discussions about OTRS.org otrs@otrs.org Message-ID: [EMAIL PROTECTED] Content-Type: text/plain;
Re: [otrs] RE: otrs Digest, Vol 51, Issue 64
These aren't stupid alternatives, more like warnings/caveats from real world implementations. DANGER WILL ROBINSON The implications of disabling what some of us consider to be a core functionality of a multi-user helpdesk system should be presented. Fools learn from their own mistakes while the Wise Men learn from the mistakes of the Fool Good luck in whatever choice you make, Andy On 10/31/07 8:36 AM, Mujtaba Karim [EMAIL PROTECTED] wrote: Guys leave it if you cant do it then don't suggest stupid alternates The guy clearly said he needs to disable the lock system Here is how In SysConfig, you must disable RequiredLock in these pages Frontend::Agent::Ticket::ViewBounce Frontend::Agent::Ticket::ViewClose Frontend::Agent::Ticket::ViewCompose Frontend::Agent::Ticket::ViewForward Frontend::Agent::Ticket::ViewMerge Frontend::Agent::Ticket::ViewPending Frontend::Agent::Ticket::ViewPhoneOutbound Frontend::Agent::Ticket::ViewPriority In general, check all ..View.. pages to see wether RequiredLock is enabled. Then, you can disable the links to locks: unchek Ticket::Frontend::MenuModule###100Lock: Ticket::Frontend::MenuModule###400-Owner: in Frontend::Agent::Ticket::MenuModule and Frontend::Agent::Ticket::MenuModulePre I've done these modification and worked fine without locks for a while in the past Additionally, you might also want to disable Frontend::Module###AgentTicketLock: Frontend::Module###AgentTicketOwner: in Frontend::Agent::ModuleRegistration but I don't know if this can cause some issues Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED] www.pixsense.com -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Wednesday, October 31, 2007 5:00 PM To: otrs@otrs.org Subject: otrs Digest, Vol 51, Issue 64 Send otrs mailing list submissions to otrs@otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to [EMAIL PROTECTED] You can reach the person managing the list at [EMAIL PROTECTED] When replying, please edit your Subject line so it is more specific than Re: Contents of otrs digest... Today's Topics: 1. Let OTRS mail external notify ([EMAIL PROTECTED]) 2. Re: Remove lock option from tickets (Andy Lubel) 3. Re: RE: what is the best linux distro in my situation? (kerneljack) -- Message: 1 Date: Tue, 30 Oct 2007 14:50:34 +0100 From: [EMAIL PROTECTED] Subject: [otrs] Let OTRS mail external notify To: otrs@otrs.org Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=us-ascii Hi, Is it posible to let OTRS mail a customer when a external note is made? -- Henry, -- next part -- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20071030/d14c29b7/attachmen t-0001.html -- Message: 2 Date: Tue, 30 Oct 2007 11:31:51 -0400 From: Andy Lubel [EMAIL PROTECTED] Subject: Re: [otrs] Remove lock option from tickets To: User questions and discussions about OTRS.org otrs@otrs.org Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=US-ASCII How many agents, just you? How many customers? You simply may not have enough of either to justify using a HelpDesk system such as OTRS, which is geared towards SMB to enterprise customers. Metrics also translate into SLA's. If you care about the customer then you would care to see how well you are responding to his needs? Can you tell me one system/application you do think does a better job of making it convenient for the agent to work customer submitted issues? -Andy On 10/29/07 9:36 PM, Jo Rhett [EMAIL PROTECTED] wrote: Unless you don't care about metrics but instead convenience of answering the customer. OTRS makes everything inconvenient, as far as I can tell. On Oct 26, 2007, at 6:01 AM, Andy Lubel wrote: i absolutely agree. people need to own (lock) the tickets they work on otherwise certain metrics you would want later cant be gotten. like time open -- working (locked) -- close. unless of course you are a 1 man helpdesk :) -Andy Lubel -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Richard Hinkamp - BeSite Sent: Friday, October 26, 2007 5:06 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Remove lock option from tickets Disabling locks is not the way to go imho. Locks are great for preventing double answers etc (2 people handling the same ticket at the same time and
Re: [otrs] RE: otrs Digest, Vol 51, Issue 65
Mujtaba Karim wrote: I guess if he is running a one man's show or is comfortable with attaching notes and wise enough for to check time There is no issue. I just want to comment that no one was able to figure this out.*odd* Learn to quote, god damn it! [1] And don't reply to the digest! Reply to the subject/conversation in question. How are we supposed to know which one of the threads you're actually replying to? Marius [1] http://en.wikipedia.org/wiki/Posting_style#Netiquette_Guidelines ___ 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] RE: otrs Digest, Vol 51, Issue 44
I have OTRS installed.I have different queues set up however when I close the ticket It is locked and if I unlock it it goes to open state Can I eliminate the lock option in OTRS completely? When you close a ticket, it will be unlocked and will not show in queues. Secondly what I require is That when I close the ticket a response is sent to customer telling him that his ticket is closed but with that response I can also add the reason and details as to why I am closing the ticket Can this be done ? You can sent an e-mail to the customer and set next state of the ticket to closed succesfull and you've got what you want. 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] RE: otrs Digest, Vol 50, Issue 29
Andrew Meyer wrote: I don't think I want to create my own theme, but I want to add something to the OTRS link at the top of the page. I'm not sure what page to edit. Please let me know if you need more information. The 'Creating own themes' chapter tells you the Standard theme is located in Kernel/Output/HTML/Standard. You can edit these files. I believe the file names are pretty self explanatory. Nils Breunese. PGP.sig Description: Dit deel van het bericht is digitaal ondertekend ___ 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] Re: OTRS
If there is anything else let me know. I've been stumbling through this application since October '05. Maybe there are other things that you are not clear on that I can help out with. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike Dent Sent: Sunday, May 13, 2007 12:46 PM To: User questions and discussions about OTRS.org Subject: [otrs] Re: OTRS Many thanks Maurice for taking the time to do this. However it is still not possible to customise the state change for tickets which are closed without changing the notification for tickets which are set to pending. It may often be desirable to notify the customer:- Now your ticket is closed, if you have further problems please call us back on 123456 or alternately email us at [EMAIL PROTECTED], please keep a note of this ticket/id number for future reference etc etc OR Your ticket has been set to state pending whilst we investigate this problem further, please check your email soon as we may need to contact you for further information, balh blah I have filed a bug/feature request for this. Thanks Mike On 5/13/07, Maurice James (VA) [EMAIL PROTECTED] wrote: Here is the document that I tried to post to the list ___ 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/
RE: [otrs] Re: otrs Digest, Vol 45, Issue 30
Who are you and why do you keep posting in German in the English group? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Tuesday, April 24, 2007 9:17 AM To: otrs@otrs.org Subject: [otrs] Re: otrs Digest, Vol 45, Issue 30 Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, [EMAIL PROTECTED] , oder bei technischen Problemen an Herrn Hinsche [EMAIL PROTECTED] mfg, xt:Commerce Mario Zanier E-Mail: [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 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/
Re: [otrs] Re: otrs Digest, Vol 45, Issue 30
Hmm because it is an automated reply message ... BTW you have folks from everywhere so be patient and enjoy the show !! Adrien Maurice James Ny wrote: Who are you and why do you keep posting in German in the English group? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Tuesday, April 24, 2007 9:17 AM To: otrs@otrs.org Subject: [otrs] Re: otrs Digest, Vol 45, Issue 30 Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, [EMAIL PROTECTED] , oder bei technischen Problemen an Herrn Hinsche [EMAIL PROTECTED] mfg, xt:Commerce Mario Zanier E-Mail: [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 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? -- ___ 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] Re: otrs Digest, Vol 44, Issue 18
After preparing some of my queries, I actually started seeing if there was any updated eclipse tools and I think I found one that looks really nice and very portable - its called BIRT (http://www.eclipse.org/birt/phoenix/) I'm quickly picking up on it! On 3/8/07 3:06 PM, Bas Rijniersce [EMAIL PROTECTED] wrote: Hi, I do some querying to the mysql db using sunshine reports (eclipse plugin) to get my formatting. Sunshinereports is like a sexy front end for jasperReports. Ireports sounds good to me for RDL's :) RDL?? :-) Would you be willing to share your SQL queries as well? -Andy ___ 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 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] Re: otrs Digest, Vol 44, Issue 18
I do some querying to the mysql db using sunshine reports (eclipse plugin) to get my formatting. Sunshinereports is like a sexy front end for jasperReports. Ireports sounds good to me for RDL's :) -Andy PS - I didn't think anyone used cold fusion anymore ;). Oh wait, what am I saying, I'm still using Mod_perl. On 3/8/07 2:29 PM, Bas Rijniersce [EMAIL PROTECTED] wrote: Hi, Is anybody using Jaspr reports for OTRS reporting? Jasper reports is an open source, Java based reporting toolset: http://jasperforge.org/sf/projects/jasperreports I've heard of it... frankly, though, for reporting, and many simple apps, nothing beats CFML for productivity. I use the BlueDragon server for simple stuff like this. But ColdFusion is payware, or is ther a free version you use? It would be nice to have a completely free stack. The very useful feature would be that people can start contributing reports for other people to use, A report repository would be awesome... but not everyone will want to use Jasper. So in addition to the product specific definition, Documenting the report/schema SQL used would be useful to post, too. That would permit easy migration to other reporting tools, and actually represents most of the development effort! I completely agree, I'm guessing you are reading your mail bottom up (if sorted new to old :). You will see another mail from me asking people for their Real-Smart-SQL-Queries-For-Reports(tm). So if you have any, please share them :) I would be perfectly fine with documenting smart report queries and provide the Ireports implementation of them. If we build a nice set they could maybe go on the website (or I can host them somewhere). Mike Morris Bas (who now sees you read the digest, not the individual mails :) ___ 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 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] Re: otrs Digest, Vol 44, Issue 18
Hi, I do some querying to the mysql db using sunshine reports (eclipse plugin) to get my formatting. Sunshinereports is like a sexy front end for jasperReports. Ireports sounds good to me for RDL's :) RDL?? :-) Would you be willing to share your SQL queries as well? -Andy ___ 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] Re: OTRS on Windows
I have Installed OTRS 2.1 on Windows XP. I need help to activate cron jobs and activate all users from the Active directory to can be able to log onto the system with their username and password. What do I user to run the commands, do I have to use command prompt? -Original Message- From: Shawn [mailto:[EMAIL PROTECTED] Sent: 11 January 2007 01:13 PM To: otrs@otrs.org Subject: [otrs] Re: OTRS on Windows Hi, Mamakwa M. Sefiri msefiri at nrf.ac.za writes: Hi there I had the OTRS system installed using Linix and I did not back it up. Last week I reinstalled the system on Windows. I need to activate customer form the active Directory, get the mails to send and receive, can some one please advise. That question is too vague, can you be a little more spefic? Do you need support to set this up? Or, do you have a specific problem? Thanks, Shawn ___ 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 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] Re: OTRS on Windows
Hi there I had the OTRS system installed using Linux and I did not back it up. Last week I reinstalled the system on Windows XP. I need to activate customer form the active Directory, get the mails to send and receive, can some one please advice. My question is where do I need to do to can be able to put in the command lines? Do I go to the command prompt or what? Sorry to be a pain I am not good in this I am still learning. Thanks Mamakwa -Original Message- From: Shawn [mailto:[EMAIL PROTECTED] Sent: 11 January 2007 01:13 PM To: otrs@otrs.org Subject: [otrs] Re: OTRS on Windows Hi, Mamakwa M. Sefiri msefiri at nrf.ac.za writes: Hi there I had the OTRS system installed using Linix and I did not back it up. Last week I reinstalled the system on Windows. I need to activate customer form the active Directory, get the mails to send and receive, can some one please advise. That question is too vague, can you be a little more spefic? Do you need support to set this up? Or, do you have a specific problem? Thanks, Shawn ___ 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 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] RE: OTRS Virtual Appliance
Phil Morris wrote: +++ REP Tarry Singh. Look forward to trying out you appliance. It's about time someone did this! Now can I have one in a Mandriva flavour please? ;p Well, I prefer Debian or Ubunto Gentoo would be great too I think it is as with all virtual appliances: you have to use what is available or build your own and if your setup was quite general, you can send in your appliance as well. I'm thankfull for the availability of this appliance. Now I can easily setup a test environment and show it around. Once it suits my needs I will make a blank installation using my own base-os. Regards Corné Beerse ___ 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 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] RE: OTRS Virtual Appliance
Guys, I too first wanted to do a dapperdrake install but ran into some frustrating problems and decided to go ahead with FC4. Soon I'll try to port it to FC5. And indeed anyone can do it :-) Kind Regards/Met Vriendelijke Groet, Tarry Singh -- OCP DBA 8i,9i, SQL Server 7,2k DBA -- At least two-thirds of our miseries spring from human stupidity, human malice and those great motivators and justifiers of malice and stupidity: idealism, dogmatism and proselytizing zeal on behalf of religous or political ideas.-- Aldous Huxley -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Corne Beerse Sent: Thursday, October 19, 2006 3:52 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] RE: OTRS Virtual Appliance Phil Morris wrote: +++ REP Tarry Singh. Look forward to trying out you appliance. It's about time someone did this! Now can I have one in a Mandriva flavour please? ;p Well, I prefer Debian or Ubunto Gentoo would be great too I think it is as with all virtual appliances: you have to use what is available or build your own and if your setup was quite general, you can send in your appliance as well. I'm thankfull for the availability of this appliance. Now I can easily setup a test environment and show it around. Once it suits my needs I will make a blank installation using my own base-os. Regards Corné Beerse --- - ___ 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 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 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] RE: OTRS Virtual Appliance
Gentoo? Source distributions rule! Have you looked at Rpath Linux? I think you virtual appliance guys would like this distro. On 10/19/06 9:52 AM, Corne Beerse [EMAIL PROTECTED] wrote: Phil Morris wrote: +++ REP Tarry Singh. Look forward to trying out you appliance. It's about time someone did this! Now can I have one in a Mandriva flavour please? ;p Well, I prefer Debian or Ubunto Gentoo would be great too I think it is as with all virtual appliances: you have to use what is available or build your own and if your setup was quite general, you can send in your appliance as well. I'm thankfull for the availability of this appliance. Now I can easily setup a test environment and show it around. Once it suits my needs I will make a blank installation using my own base-os. Regards Corné Beerse ___ 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 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 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] RE: OTRS Killed Apache
That was OTRS directly off of the root, I am using windowz server, but it
should be the same for Linux.
Tom French
Network Administrator
DEI Services Corp.
7213 Sandscove Court
Suite One
Winter Park, FL 32792
(407) 678-3388 ext. 208
www.deicorp.net
https://webmail.internal.deicorp.net/exchweb/bin/redir.asp?URL=http://www.deicorp.net/
From: [EMAIL PROTECTED] on behalf of Joe Fusco
Sent: Wed 7/5/2006 3:08 PM
To: otrs@otrs.org
Subject: [otrs] RE: OTRS Killed Apache
Tom,
Thanks for the reply. I was able to locate the Apache/httpd config file
in etc/httpd/ but still am unable to locate the OTRS config files. What
directory are they in?
Thanks,
Joe Fusco
--
Message: 6
Date: Wed, 5 Jul 2006 14:11:40 -0400
From: Tom French [EMAIL PROTECTED]
Subject: RE: [otrs] OTRS killed Apache
To: User questions and discussions about OTRS.org otrs@otrs.org
Message-ID:
[EMAIL PROTECTED]
Content-Type: text/plain; charset=iso-8859-1
Joe,
Look here and change the FQDN:
OTRS--otrs--Kernel file config.pl
$Self-{'FQDN'} = 'server1';
Tom French
Network Administrator
DEI Services Corp.
7213 Sandscove Court
Suite One
Winter Park, FL 32792
(407) 678-3388 ext. 208
www.deicorp.net
https://webmail.internal.deicorp.net/exchweb/bin/redir.asp?URL=http://w
ww.deicorp.net/
From: [EMAIL PROTECTED] on behalf of Joe Fusco
Sent: Wed 7/5/2006 1:06 PM
To: otrs@otrs.org
Subject: [otrs] OTRS killed Apache
I'm a relative neophyte with Linux. I installed Fedora Core 5 on a
system and was able to get to the Apache test page. I downloaded the
RPM for OTRS and ran it. After it installed, I restarted Apache and
received the following:
Starting httpd: [date time] [warn] useless use of AllowOverride in
line 19
httpd: apr_sockaddr_info_get() failed for static-host
httpd: could not reliably determine the server's fully qualified domain
name, using 127.0.0.1 for ServerName
And the http daemon fails. I can't even figure out where OTRS installed
and can't for the life of me remember where the Apache/httpd config
files are stored. Can anyone help get me started?
Thanks
Joe Fusco
Network Manager
Ocean Dental Corporate Headquarters
206 W. 6th
Stillwater, OK 74074
Ph: 405.707.0600
Fax: 405.707.7129
Cell: 405.612.8040
Email: [EMAIL PROTECTED]
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Re: [otrs] Re: otrs Digest, Vol 35, Issue 36
Hi there I'm currently experimenting with a tight integration of a portal application with OTRS 2.0.4. The collection of small perl programs in (~/bin/otrs.add* and the like) seems to be really helpful for me, as I need to insert data from our Portal DB into the otrs DB (using the external DB Backend is not an option). What I miss is 'otrs.addSystemEmailAddress'. Not being a perl guru does not really help. I was searching the archiv, but did not find anything. I tried to hack something similar to the other otrs.add* scripts, however, did not succeed. has anyone out there done it? cheers, Patrick ___ 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] Re: otrs Digest, Vol 34, Issue 52
Hello, , On Tue, May 30, 2006 at 01:38:55PM +0200, Dragan Zubac wrote: Is it possible to configure OTRS to start with ticket numbers from 1 with autoincrement set to 1 ? So,just plain 1,2,3,etc...? No, the SystemID is allways used for ticket numbers if the shipped ticket number generators are used. But you can write your own ticket number generator, its not to heavy. Dragan Regards, Christian -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success! signature.asc Description: Digital signature ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Re: OTRS Badly Requires a Forum, Does It Not??
While fascinated by the responses that point out the elegant simplicity of maintaining a mailing list over some sort of board, I have to second Steven's suggestion here that for certain types of info, a forum(or something similar) seems like it would work better than the mailing list and archives. E.g., if I wanted to understand the history around the current Stats reporter and how to extend it to create more helpful reports, downloading the archive and searching through them seems downright painful. I'm guessing that such a crucial topic would have been a well maintained thread in any forum and thus much easier to parse over the years. I could be wrong. BTW, treocentral.com has pretty nice boards(as an example of forum software I find helpful). I understand most responses here would be, great knock yourself out and let us know. Well, it might be a while, and I'm still not sold on OTRS extensibility, but if I continue to use this software in my work with multiple clients, I'll put some resources where my mouth is... ;-) -- jt Steven wrote: The one benefit to a forum, or preferably a Wiki, is a place to store common config changes, best practices, etc. For troubleshooting, the mailing lists and archives are best. But a Wiki could reduce the repetitive questions. ___ 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: otrs Digest, Vol 26, Issue 19
Failure to resolve an address indicates that either the domain name does not exist or a DNS configuration issue. Error messages in original message support this... Have you checked the server mail logs, attempted to resolve the addresses (i.e with PING), and checked the DNS entries on an alternative DNS server. Fetchmail collects and passes mail to the MDA which then processes the mail, the MDA logs may contain more information. If the domain name does not resolve, but a record exists in the DNS it is usually a DNS server issue, if no record exists for a domain but the domain name is registered it is a DNS registration issue, otherwise this is a perfectly normal response if you have configured your MDA not to accept mail from unresolvable domains. BTW unresolvable sender address domains are good indicators for spam or possibly SMTP hacking attempts. This is NOT an OTRS problem but a more fundamental mail server and DNS configuration issue. On Thu, 2005-09-15 at 13:13 +0200, Florent PREVOST wrote: Hi all, Thx to Duarte for his help but it is not a DNS problem. These error messages only appear for these emails. Dozen and dozen of others are ok. The problem is also the fact that that seems to be a message from fetchmail. I use fetchmail only to get emails from another server to give them to OTRS. Anyone has another idea ? Thx Florent -Message d'origine- De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] la part de [EMAIL PROTECTED] Envoye : jeudi 15 septembre 2005 07:48 A : otrs@otrs.org Objet : otrs Digest, Vol 26, Issue 19 Send otrs mailing list submissions to otrs@otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to [EMAIL PROTECTED] You can reach the person managing the list at [EMAIL PROTECTED] When replying, please edit your Subject line so it is more specific than Re: Contents of otrs digest... Today's Topics: 1. RE: smtp error (Duarte Cordeiro) 2. Sub-Queue in OTRS 1.3.2 (Jason Joines) 3. RE: Sub-Queue in OTRS 1.3.2 (West, Bradley G.) 4. Re: Sub-Queue in OTRS 1.3.2 (Jason Joines) 5. remove a queue, remove an e-mail address? (Pim Rupert (Lemonbit Internet)) 6. Bulk-Action no longer works with popup disabled. (John Hennessy) 7. Re: Bulk-Action no longer works with popup disabled. (John Hennessy) -- Message: 1 Date: Wed, 14 Sep 2005 16:37:20 +0100 From: Duarte Cordeiro [EMAIL PROTECTED] Subject: RE: [otrs] smtp error To: User questions and discussions about OTRS.org otrs@otrs.org Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=utf-8 Hi, You seem to have a problem with the dns server youb ___ 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 für Ihr OTRS System? = http://www.otrs.de/
RE: [otrs] RE: OTRS - automatic queue creation?
Also - does anyone know of a way to create system addresses from the shell?
Perhaps it could be added to this script...
Cheers,
Rick
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Cogley, Rick
Sent: Friday, June 17, 2005 5:30 PM
To: 'OTRS User List (otrs@otrs.org)'
Subject: [otrs] RE: OTRS - automatic queue creation?
Hello List, from Japan -
OTRS includes some scripts already in the bin directory that help with
creating things from the command line. The otrs.addQueue script that comes
with OTRS is smart - thanks guys! If you tell it the queuename is
PARENT::CHILD, it goes and creates the queue called CHILD and puts it under
PARENT. Very cool.
Here's a (too) simple shell script that makes a group, then queues starting
with the same name. Thanks go to Martin for his good backup.sh script, which
I used as the base to start this one. Actually, for my OTRS 2.0b2, I get
errors when I execute this, but the queues are created correctly.
==Start
#!/bin/sh
# --
# queuemaker.sh - a queue and group making script for OTRS.
echo queuemaker.sh - \$Revision: 0.1 $
# parse user input
while getopts b:c: Option
do
case $Option in
b)
# otrs bin loc
OTRS_BIN=$OPTARG
;;
c)
# company name
COMP_NAME=$OPTARG
;;
esac
done
shift $(($OPTIND - 1))
if [ x${OTRS_BIN} == x ] || [ x${COMP_NAME} == x ]; then
echo
echo Usage: queuemaker.sh -b path/bin -c Short_Name_For_Company
echo
echo Try: queuemaker.sh -b /opt/otrs/bin -c YOURCO
echo
exit 1
fi
# make group and queues
`${OTRS_BIN}/otrs.addGroup -n ${COMP_NAME}` `${OTRS_BIN}/otrs.addQueue -g
${COMP_NAME} ${COMP_NAME}` `${OTRS_BIN}/otrs.addQueue -g ${COMP_NAME}
${COMP_NAME}::Support` `${OTRS_BIN}/otrs.addQueue -g ${COMP_NAME}
${COMP_NAME}::Projects`
exit 0
==End
If you know a better or more skillful way, please respond, since I know my
code has got to be pretty weak.
Cheers,
Rick Cogley
Tokyo
-Original Message-
From: Cogley, Rick
Sent: Thursday, June 16, 2005 2:07 PM
To: OTRS User List (otrs@otrs.org)
Subject: OTRS - automatic queue creation?
Greetings from Japan -
Just wondering how I can auto-create queues and system email addresses?
Can I run the various OTRS perl programs from the command line, and if so,
which one would be used to create queues or system addresses?
And, is there a --help switch that says what the perl script expects to be
fed as arguments?
Kind Regards,
Rick
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Re: [otrs] RE: otrs Digest, Vol 23, Issue 20
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi Philippe, On Fri, Jun 17, 2005 at 10:33:49AM +0200, Philippe Roth wrote: I did it with your scripts, which I find good, and got the same result : Erreur: Need SystemAddressID! when trying to modify any option of any queue (name, subqueue, group, options and so on...). This should meen that the backups are OK, but the database is corrupted... I'm not sure about that yet. Please could you send me the apache errror logs, after the error has occured again? In the logs there is more about the error and the involved modules and routines of OTRS. Best regrads, Christian - -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.1 (GNU/Linux) iD8DBQFCsqhqTFWOq90iSiERAh74AJ4ua5WhVEfGteAvaEK2RMttJXFeqQCgxGKn kuI81bJeAK+KDxZu/OirbL8= =SDmw -END PGP SIGNATURE- ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting fr Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Re: otrs Digest, Vol 18, Issue 40
Hello Ronny, Monday, January 31, 2005, 3:47:46 PM, you wrote: Have you tried under user in admin area for each agent.For example try to select agent and click change there you can disable notifications for each agent then submit.Remember I said try ;-) The agent don't have any notificatios. I set only 'Send me a notification if there is a new ticket in My Queues'. When new email arrived and processed I see the following lins in log file: @400041fe2b8d394d70f4 info msg 424: bytes 854 from [EMAIL PROTECTED] qp 92796 uid 88 @400041fe2b8d397a6c94 starting delivery 8919: msg 424 to local [EMAIL PROTECTED] @400041fe2b8d3985940c status: local 2/10 remote 0/255 @400041fe2b8d3985af64 starting delivery 8920: msg 424 to remote [EMAIL PROTECTED] And even more. If agent replyed to a ticket he'd received follow up message from him to customer in addition. -- Best regards, Alex ___ 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/
Re: Statistics, was: Re: [otrs] Re: otrs Digest, Vol 16, Issue 32
abhradeep guha wrote: Hi, Hi, I am a new member to OTRS. There is simple doubt. I am not getting the meaning abt the link Stats on the OTRS home page. I have sent mails could you describe your problem a little bit clearer? There are stat graphs for the activity of the OTRS-System and there is an overall summary. So what could be the problem? earlier but due to some problem they have bounced back. I will be highly obliged if i get response on both the issues. What shall be the second issue? The bounces? Seems the problem is solved, so I don't need to ask for more details. Looking eagerly for response. Abhradeep Gerold ___ 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: OTRS death spiral
On 9/8/04 5:02 AM, Peter Gervai wrote: After rebooting the system, then deleting all the empty article records, OTRS seems happier, I was able to create a test ticket. I hope it doesn't do this oddness again. I think I remember seeing a bug in BTS about otrs opening many db connections for lots of incoming email. Or lots of phantom article-less tickets. Would love to know how that happened! -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.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: OTRS death spiral
Wes Plate wrote: Or lots of phantom article-less tickets. Would love to know how that happened! do you have the web / customer interface available publicly? maybe someone was trying to script bomb that web form. Jeff ___ 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: otrs Digest, Vol 13, Issue 15
On Monday, August 16, 2004 6:35 PM Bruce E. Souza [EMAIL PROTECTED] wrote: i already configured a valid POP3 account but the problem persist, i removed and installed OTRS many times, all services is running. It has another thing to do? You'll have to make sure that MercuryMail is actually running, there is no auto-start feature. So add a link to it to your AutoStart folder or start it manually each time your windows boots. hth, With kind regards, Robert Kehl PS: Please don't full-quote the digest. Thank you. ___ 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: [otrs] Re:Use Auth LDAP with Exchange server
Hi Rémi,
On Tue, Jul 01, 2003 at 10:10:00AM +0200, [EMAIL PROTECTED] wrote:
your line in LDAP.pm :
# bind with user data - real user auth.
# --
$Result = $LDAP-bind(dn = $UserDN, password = $Param{Pw});
my line in LDAP.pm : I need this syntax to work with my
Exchange LDAP auth
# bind with user data - real user auth.
# --
$UserDN = 'cn='.$Param{User}.',ou=GMN,o=MININT';
$Result = $LDAP-bind(dn = $UserDN , password = $Param{Pw});
I don't see how to set the
$Self-{'AuthModule::LDAP::BaseDN'}
in the config.pm so I've modified the source code.
If I see it correctly, add to the Kernel/Config.pm, after
[...]
# #
# own config settings #
# #
[...]
The LDAP agent auth stuff:
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = 'your-ldap-exchange-server';
$Self-{'AuthModule::LDAP::BaseDN'} = 'ou=GMN,o=MININT';
$Self-{'AuthModule::LDAP::UID'} = 'cn';
For config file see also the online-doc (http://doc.otrs.org/ - Config File).
Rémi
-Martin
--
Martin Edenhofer - martin at edenhofer.de - http://martin.edenhofer.de/
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