If you are running OTRS on Linux/Unix, look at using the CUPS API to query the
supported media types/sizes for the printer you intend to use. I’m not sure if
the same API exists for Windows, but it might be a route to investigate.
Long-term, that might be the way to code it.
From:
A lot of the large email services have filters in place to prevent
not-so-bright mailing list servers creating feedback loops. Google and Yahoo do
for certain.
I'd suspect you're getting caught by that code, especially if your mail server
is on a range of IP addresses designated as home or
You could check the Message-ID: field in the incoming message against a search
of the current tickets in the OTRS postmaster code, but that would be very
time-consuming for any volume of mail. I'd go with Gerald's comment: tell them
not to do that, and deprecate one of the two addresses and
If two separate messages are delivered to two separate inboxes, then yes, there
should be one response per incoming email per mailbox. If the email is
delivered to one of the mailboxes with multiple addresses in the To: field, no,
I wouldn't expect that to happen (at least it wouldn't be useful
How can we get rid of /otrs/index.pl in windows based installation? I am not
able to find file otrs.conf
Consult the Apache documentation on rewriting URLs on Windows.
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Can you confirm that the SMTP server is running and listening on port 25
and/or 478?
478? That's a non-standard port for anything SMTP related.
Check for port 25 (SMTP) or 465 (SSMTP) or 587 (Submission)
I stand corrected. I was trying to remember the SSMTP and Submission ports, and
got
*Something* has clearly changed here.
Can you confirm that the SMTP server is running and listening on port 25 and/or
478?
Can you confirm that port 25 and/or 478 are open and reachable from your OTRS
server to the SMTP server? Nothing's going to work unless that's true. You can
test that
1.Is it possible to achieve above requirement ?
Yes. Consult the documentation for your WWW server (Apache, in this case) for
instructions on how to set up multiple virtual hosts, and then use that
information to install a copy of the OTRS code in a separate directory for each
virtual host.
Thanks for your elaborate reply.
Since we'd like to use the FAQs as a central distribution point for our
customers (think of documents like manuals, possibly even distribution of
new installers), we'd really appreciate the possibility to save this
attachments on the file server. This would
Unless the content is sensitive. Most of the public services like these give
the service providers rights to look at anything you store there.
There are also many cases where regulatory requirements don't allow any data
storage on servers you don't directly control.
It's a lot easier to set up
[snip – general suckitude of IE6-8]
We’ve only seen this behaviour with Internet Explorer 6 to 8 (we know 6 is
not supported, but we still have some apps
that only work with it, so we must keep it); It is working OK with IE9,
Chrome, Firefox, Opera and Safari.
Has anyone seen this
Sounds like your best option right now.
Lesson to be learned: NEVER use your production server to test a new release.
VMWare Workstation at $75 a copy will let you build a clone of the production
system, upgrade that, and test without ever suffering this again.
I'm sorry to bother you but
I thank you for the insight, and in my limited view, I'm thinking of Services
to handle the segregation as -- I'd hope -- only the assigned services would be
available to the customer, meanwhile the queue would be the type of thing your
agents would generically provide. The Service is unique to
Yes, you can't see other customer's tickets in the default setup, but there's
more to it than that. Here's why customer-based queue lists are important to us:
The reasoning from the powers that be here is that customers should see only
the services they are entitled to, and nothing more --in
Sounds like you're better off writing a short script using the SOAP interface
that takes what you need and supplies default values for all the other fields.
If you need so little function, you may be better off with a less capable tool
like RT. if you disable all the features you describle,
I am looking for documentation for Services and Service Level
Agrements. They are located under Ticket Settings, as can be seen
in http://doc.otrs.org/3.1/en/html/adminarea.html#adminarea-general
Services are things that your organization or infrastructure provides - both
technical and
I think what he's looking for is a walkthrough of what the roles are in the
change process, and what the steps are to walk through a change (who does what
at what point). The existing documentation doesn't really address this at all
at the moment.
Madlenkosi:
The major roles involved in
Will one of the list admins please unsubscribe this address?
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Daniel
Perez
Sent: Friday, March 02, 2012 8:10 AM
To: otrs@otrs.org
Subject: [otrs] [#21]: 3.0.13 rpm not available for Red Hat systems
User questions and
1) Clone your current system to a new box/virtual machine.
2) Dump the database to flat file.
3) Upgrade the new box.
4) Convert the database
5) Test
6) Swap the machines.
Backout is as simple as turning the new machine off. And you get a backup of
your current
is otrs capable of connecting to replicated DB (mysql) servers?
I.e. One DB server goes down, and otrs will failover to the other.
noone?
Yes, it works fine. OTRS is completely unconscious of the replication.
-
OTRS
We are considering to switch to OTRS for our online Help Desk.
We still have an IBM AS/400 customer database, does anyone have any
experience on the integration of OTRS with AS/400 backend?
If it's DB/2, then it works like DB/2 elsewhere, regardless of whether it's
DB/2 LUW or /400 or z/OS.
I have multiple companies with multiple users in it, but not all employers from
the company has users in my otrs.
is there a way to create generic client in otrs that could have it´s e-mail
changed based on the e-mail received or changed manually
You really, REALLY don’t want to do this. It
could anyone explain me, how does otrs works with Change Management?
I won’t take you through the ITIL theory part, but it boils down to
understanding the relationship of three things:
1) Roles
2) Changes
3) Work Orders
Roles apply to people: eg, who initiates a change, who
Is there a way I can block or reject emails in OTRS and also not sending out
automatic replies to certain specified addresses? We have some problems with
some newsletter-junkmails and some endless loops that are filling up our RAW
inbox ...
We're using an external POP3 server and I can't set
Wonder why his mail agents sends this message over and over again... If I am
not mistaking outlook just sends an OO notice only once to an unique
recipient and not for every single mail.
Because neither his mail agent or his mail system is obeying the conventions
for suppressing out of office
That said, OTRS is NOT a bug tracker and there is a good reason that at the
OTRS Group we're using OTRS for customer service and Bugzilla for bug tracking.
I’m not sure why you say that. I think that has more to do with process than
the tool. We abandoned Bugzilla for OTRS and were glad to
For the OTRS.org project it should at least be helpful if there would
be a public listing of bugs available for unauthenticated users. It
might not require LOTS and lots of effort to get OTRS in shape. It
depends indeed very much on your requirements if you can make use of
OTRS as a (public)
Attachments with .dll or .exe extensions are sent over email.
Suggestion: use procmail to run SpamAssassin and/or CRM114 on incoming mail
before you inject it into OTRS via postmaster.pl and discard any incoming email
with a spam score of 10.That's going to be much more effective than
Make changes in the software code, or the settings in the software, , or create
changes in the ITSM Change Management module?
Hello, do not understand how to make changes, someone has a manual of
procedures of this part or a link where you can advise me.
thanks
Julio Cesar Angulo Quiroz
Telf.:
On 3/8/11 12:34 PM, Rudolf Bargholz bargh...@onlinetravel.ch wrote:
Hi Pierce,
Don't run OTRS on DB2 - we use MySQL - but our other apps all use DB2, so
we have experience with the problem you describe. [snip]
LONG VARCHARs can have a max length of 32768 characters.
I wouldn't go that far.
Shawn Beasley just posted a really interesting call for community help
with documentation for OTRS, that my stupid fingers instantly deleted by
accident, and now I can't find the topic or the announcement anywhere.
Could someone at OTRS either forward me the announcement or point me to
where that
http://blog.otrs.org/2011/03/01/community-documentation-vs-technical-documentation/Would
this be it?
http://blog.otrs.org
Yes, that was it. Thanks!
--DB
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive:
On 1/20/11 5:50 PM, Nils Leideck nils.leid...@leidex.net wrote:
, the OTRS DEBIAN package is totally DEBIAN-ished and not just a ³let it
try out² version! Of course, there are DEBIAN specific issues/differences
compared to the standard OTRS, but that is not too bad as it just helps
to keep the
On 1/21/11 11:22 AM, Michiel Beijen michiel.bei...@otrs.com wrote:
We can't do a thing about that, it's one of the reasons I don't like
the Debian package much. It's because of Debian package management
restrictions. They say a web application can't be allowed to modify
configuration data, and
Thanks David for your response. Could you please share if any big
enterprises rollout out OTRS on Mysql and running successfully till
date?
I know of several I've done (600-700 agents, 2500-3000 significant issues/day,
fairly large CMDB). Key issues are hardware performance (the OTRS front
We want to understand if OTRS can integrate with proprietor system like HP EMS
or BMC Petrol.
While using OTRS, we would like to continue using proprietor event management
system so that we can leverage our existing investment.
Yes, it can. It does require some thought as to the interfaces and
OTRS works fine with MySQL, but I would question the wisdom of relying heavily
on MySQL-based infrastructure until Oracle demonstrates whether it intends to
actually continue to invest in it.
It's not trivial to change DB engines mid-flight, and until the other shoe
drops, I consider the risk
Is there any bug tracking capabilities in OTRS? or is there any
integration with a bug tracking
software? (Bugzilla preferred)
Software bugs and user support tickets are the same thing with a different
name. There's nothing special about a software bug that dictates a special
kind of
On Dec 7, 2010, at 1:59 AM, Aron Rotteveel wrote:
Thanks for the reply, although my German is not spectacular.
Considering the problems and path OTRS is currently taking I'll
probably
reconsider switching support solutions again. It is just way too much
hassle. A product should just work
Why do you mention the closed/proprietary VMWare and not KVM ?
We're in the open source world...
Except we're not. OTRS is typically used in business environments, where KVM is
not common, but VMWare is.
I would find such a VM image very useful as well. It's a major pain right now
to build
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Michiel Beijen
plug
You can try out OTRS using OTRS OnDemand - it runs OTRS 3 and is a way
to test out OTRS quickly. A 30-day trial is free, and you can if you
want after the 30 days either
FWIW, I'm working on a new Fedora package (in fact, I'm using OTRS 3
already in a pilot system using my own package), which should also
work for RHEL6 (and CentOS etc.) in the future (but if RHEL+EPEL has
all Perl deps I do not know yet). I started with the old (Fedora 7)
package, but that
Not sure what problem this would solve...
Mostly to help autogenerate the various files needed to create the package in
different forms and keep them updated without manual intervention, and to
specify the install steps in a generic way across systems. That's the part that
I find most tedious
Both are equally stable and functional. MySQL has a slight advantage that it is
easier to cluster than Postgres, but has the downside of having a lot of
uncertainty about if and when Oracle is going to screw us over. Postgres does
not have that sword hanging over our heads.
I've been going
Thanks for that.I can go for 4 machines 2 for apps and 2 for DB, not an issue
at all. Is it anywhere implemented?
Any use case?
That's pretty much the standard recommendation we use for our deployments.
We've done hundreds of the.
What do you mean by use case?
On 10/16/10 9:01 AM, Nils Leideck - ITSM nils.leid...@leidex.net wrote:
All I can say is that 1 tickets should not be the problem to create, it is
just one ticket per 8.5 seconds.
You should of consider if the ticket is closed with 4 or 5 actions or if there
is a high traffic in terms
How do you back up your other applications and databases? It's just another
chunk of application code and a database.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Joseph
Thomas
Sent: Tuesday, September 28, 2010 1:08 AM
To: User questions and discussions about OTRS.
What have you tried so far?
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Joseph
Thomas
Sent: Friday, September 03, 2010 5:45 AM
To: User questions and discussions about OTRS.
Subject: [otrs] Back Up and Restore??
Hai,
can any one help me.
i want to do
On 8/27/10 8:01 AM, Joseph Thomas jtho...@suyati.com wrote:
wat should i do for this?
pls give the steps that i want to do.
From your postings so far, I'd say you want to do the following steps:
0. Read the error message, and note the read more about this feature in the
documentation
I can’t speak for the developers, but one place where you might want a
different effect is when someone has a serious illness or is pregnant and will
be away for work for a time, but you don’t want to totally destroy their
account. The “invalid temporarily” state lets you differentiate between
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