n I install OTRS with this setup on this shared host server? I
> really hope so.
You should be able to.
> (2) I tried to use the Linux rpm file, but it said it could find 'sendmail'
> nor 'mod_perl' dependencies, even though they exist.
Force install - you know the de
nt.
>
> now i want to execute the "PostMasterPOP3.pl".
>
> which path i have to use ("htpp:/.?)
>
Web access to the bin/*.pl files was removed. You have to execute it
from the command line.
> cd *\otrs\bin
\otrs\bin:> perl PostmasterPOP3.pl
Hth,
Tyler Hepw
Thanks.
No. They are closed and thus are logically removed from any personal
or public queues.
Hth,
Tyler Hepworth
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On Tue, 14 Dec 2004 11:20:38 -0700, Chaden Hite <[EMAIL PROTECTED]> wrote:
> how do you delete a new user that you have just created?
You don't - unless you want to play directly with the database.
Hth,
Tyler
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On Thu, 9 Dec 2004 11:05:47 -0700, Nav Dhunay <[EMAIL PROTECTED]> wrote:
> Should have stated, that I tried that. My OTRS is installed on Windows. The
> GenericAgenct functionality uses Unix/Linux "rm" to delete the tickets.
>
Really? What file and line did you get that from? Here is what I
> Hello.
>
> Is there a way to delete a ticket from the front end (web interface)?
>
> Nav
>
Yes. RTFM Chapter 15 ;). Place tickets in the queue "Junk". Create
a GenericAgent via the web interface that "deletes" all ti
y visible when the customer checks back to the website.
>
> -Mat
>
Instead of closing the ticket through the "close" link, use "Compose
Answer (email)" and close it there.
Hth,
Tyler Hepworth
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have tickets in them. If the queue is
empty, it will not show up. But yes, you can see all other queues as
long as you and the queue(s) you want to see are both members of the
same group and you have (at least) "ro" permission for the queue.
Hth,
Tyler Hepworth
___
>
> I have a question about how big OTRS can be.
> For example my OTRS has at this moment almost:
> 50 000 tickets and more than 150 000 articles.
> The articles are kept in the file system and the size exceed 20 Gb.
> I am using MySql on Linux (fedora core).
>
> Does any one has a similar instal
array instead of specifying a single server.
$Self->{'AuthModule::LDAP::Host'} = [EMAIL PROTECTED];
Hth,
Tyler Hepworth
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?
>
> Thanx for any idea / answer.
>
All mail collection is controlled by cron jobs. You need to read the
section about cron jobs under windows using CRONw. The default cron
for collecting mail runs every ten minutes.
Hth,
Tyler Hepworth
_
> Are you sure? I hate to be the one that says the manual said, but ... The
> manual says...
[snip]
> Far be it me to speak out against the manual... :-)
The manual is wrong. This is legacy stuff that is carry over from
OTRS 1.0. Search 1.1, 1.2. 1.3 manuals for "obin" and you will only
get t
gt; > Anyone know where this path might be coming from?
> >
That is wrong. You will never be able to access this script from the
web interface. Here are the two aliases set in your config file:
Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"
Alias /otrs/ "/opt/otrs/bin/cgi
throw away multiple junk mails in the queue, at once?
>
Move them to a specific queue ("Junk" for example) and have a generic
agent that runs every X minutes that deletes everything in the "Junk"
queue.
Hth,
Tyler Hepworth
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all documented in one location
either. However, I grepped the entire source code for all instances
of and compiled the following list. It should be
comprehensive.
Hth,
Tyler Hepworth
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nly get's actioned every 10?
Web interface based agents will be actioned only every 10 minutes.
However, if you have jobs defined in GenericAgent.pm, these will be
actioned every 5.
Hth,
Tyler Hepworth
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itten!!!
> >
> > WHAT can I do? And HOW???
> >
> > Urgent, please help, because my tickets are being overwritten right
> > now!!
> >
Did you remember to backup and restore var/* after the upgrade? Their
is a file (ticket_counter or similar) in var that contains the count
of the
ndNoPendingNotifications)
>
Escalation notifications are controlled by the GenericAgent cron.
Configure your cron so that it only runs during working hours.
Hth,
Tyler Hepworth
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On Wed, 17 Nov 2004 15:33:20 +0100, Boudewijn van Weert (Valbosoft,
S.L.) <[EMAIL PROTECTED]> wrote:
>
>
> Hello,
>
> When I add a note, it actually doesn't give the oportunity to change state,
> and the state remains closed... Is the only way to actually reply to the
> client again? This would
x27;t seem
> to be a direct way to simply change it...
>
Search for the ticket
zoom,
respond via note, or mail, or phone,
set the state to open,
submit.
Hth
Tyler Hepworth
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notify to no.
Tyler Hepworth
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reate plain text email from the form and send it to your
helpdesk address.
(this is what I do and find it to be quite simple - i just recently
posted a full working example of the web form and the email backend on
this list)
There might be other ways
On Mon, 15 Nov 2004 17:51:35 +0100, Alessio Tosi <[EMAIL PROTECTED]> wrote:
> I'd like to use the same telmplate as bulk action for adding new notes
> I've tried to add the checkbox to the dtl and to the module agentNote.pm but
> probably there is something else to add in the pm
> for example
> Whe
On Thu, 11 Nov 2004 12:20:38 +0100, [EMAIL PROTECTED] <[EMAIL PROTECTED]> wrote:
>
> I'd like to setup an LDAP authenticationon my OTRS.
> It works fine as all the old otrs db users now can login using ldap password
> but the users in the database and not in the ldap cannot login anymore.
> Is
> How do you remove queues?
You don't. You just mark them as invalid. If you are really
insistent on it, then you have to remove them by hand from the
database. Good luck finding all of the locations a queue is
referneced besides the main "queue" table.
Ht
On Mon, 8 Nov 2004 17:27:35 +0100, Markus Ruecker <[EMAIL PROTECTED]> wrote:
> Hi Eric,
>
> It has to be set in your MySQL Configuration File (my.cnf).
>
> Regards,
>
> Markus Ruecker
[snip]
Set the following in you Kernel/Config.pm (if you need greater than 5 Mb upload)
# MaxFileUplo
gory
or you can pull up your main FAQ page and view source. Look for the
option select that is populated with the faq categories and look for
the "value".
Hth,
Tyler Hepworth
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On Mon, 8 Nov 2004 08:38:16 -0700, Eric Assouad <[EMAIL PROTECTED]> wrote:
>
> What does the message below mean and how can I fix it? It's happens every
> night and is causing the e-mail to bounce and create a new ticket everyday
> around midnight.
>
>
> Got a packet bigger than 'max_allo
ts Customer B
web Company TicCustomer A / Customer B
Hth,
Tyler Hepworth
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lected for bulk action" popup?
Place the following in Kernel/Config.pm
[Kernel/Config.pm]
# FrontendBulkFeatureJavaScriptAlert
# (enable/disable java script popup if a bulk ticket is selected)
$Self->{FrontendBulkFeatureJavaScriptAlert} = 0;
Hth,
Tyler Hepworth
tomerID', 'mail', 0, 1, 'var' ],
[ 'UserCustomerIDs', 'CustomerIDs', 'wWWHomePage', 1, 0, 'var'
],
[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var&#
On Thu, 04 Nov 2004 16:53:24 +0100, Czakó Krisztián <[EMAIL PROTECTED]> wrote:
[snip]
> >
> > This will allow users to have a primary id and secondary ids (company
> > ids). Only those users that have the same secondary id will be able
> > to see tickets that have the same id assigned to it.
>
ee tickets that have the same id assigned to it.
Hth,
Tyler Hepworth
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nder time.
>
> Every two hours!!
>
> How do I change this to just the once, or per week? Or failing that, less
> preferably, how do I turn the feature off?
>
Change the cron job otrs/var/cron/pending_jobs. It is currently set
to execute every 2 hours. Set it
On Sat, 30 Oct 2004 17:18:17 -0700, Marshall28 <[EMAIL PROTECTED]> wrote:
> I don't see the http-server option in yast, or anything relating to it. Yet
> I know I have apache2 installed. mod-perl is installed as well, I've checked
> this. What option was changed in the httpd.conf text file to enabl
s will still show on
the screen, but you can ignore looking at them. Just watch the
"Favorites" queue.
Hth,
Tyler Hepworth
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On Fri, 29 Oct 2004 20:39:41 -0700, Marshall28 <[EMAIL PROTECTED]> wrote:
> Here is the error I get when trying to start Apache2. Anyone have any ideas
> on what is wrong here. This occurred right after I installed OTRS.
>
> Starting httpd2 (prefork) Syntax error on line 10 of
> /etc/apache2/conf.
On Fri, 29 Oct 2004 20:49:48 -0700, Marshall28 <[EMAIL PROTECTED]> wrote:
> When doing the restore using the restore.sh script, do I untar my backup
> from the backup.sh script and point to the untarred files for the
> part? What must I do with the .tar.bz2 backup file I created in
> order to rest
On Fri, 29 Oct 2004 18:58:59 -0700, Marshall28 <[EMAIL PROTECTED]> wrote:
> It looks like I'll just be doing a fresh install of 1.3.2 then. Once I
> install a fresh OTRS on the new system and restore from the backup.sh
> script, will that take care of most of the restore?
Yes.
>What Else am I g
dist):
"a) the otrs themes between 1.2 and 1.3 are _not_ compatible
(don't us the old theme)!"
I recommend that you read the rest of the UPGRADING file. It will
tell you everything you need to do in order to sucessfully upgrade to
1.3.2. Yes, redoing themes is a pain (I know)
On Fri, 29 Oct 2004 15:42:07 -0600, Tyler Hepworth <[EMAIL PROTECTED]> wrote:
> On Fri, 29 Oct 2004 17:39:36 -0400, Pete McDonnell
> <[EMAIL PROTECTED]> wrote:
> > This diff is taken from the current version? 1.3.2?
> >
>
>
> Yes.
>
I use Subversion
On Fri, 29 Oct 2004 17:39:36 -0400, Pete McDonnell
<[EMAIL PROTECTED]> wrote:
> This diff is taken from the current version? 1.3.2?
>
Yes.
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To unsubsc
uot;\n";
}
# answered strg
+ $Param{Answered} = undef;
if (defined($Param{Answered})) {
$Param{'AnsweredYesNoOption'} =
$Self->{LayoutObject}->OptionStrgHashRef(
Data => $Self->{ConfigObject}->Get('YesNoOptions'),
H
On Thu, 28 Oct 2004 12:23:59 +0200, Sylvain Thomas
<[EMAIL PROTECTED]> wrote:
> Tyler Hepworth wrote:
>
> >On Wed, 27 Oct 2004 18:37:07 +0200, Sylvain Thomas
> ><[EMAIL PROTECTED]> wrote:
> >
> >>I'm considering using OTRS for our support syste
On Thu, 28 Oct 2004 18:01:56 +0200, Patrik Forsberg
<[EMAIL PROTECTED]> wrote:
> > Thanks for your help. I've created a new GenericAgent job
> > called "AssignOwnershipComputer", and configured it as you suggest.
> > I run into a couple of problems, though.
> >
> > First, after I creat
On Sat, 30 Oct 2004 03:25:51 +0800, Santosh Balan
<[EMAIL PROTECTED]> wrote:
> Hi All,
>
> I understand that the Agents will get a mail from OTRS, if they have any new ticket
> in their QUEUE, if they have put "Notify for new ticket"=YES in the preferences. I
> tried this for few of my users...
On Sat, 30 Oct 2004 03:24:56 +0800, Santosh Balan
<[EMAIL PROTECTED]> wrote:
> Hi All,
>
> I understand that the Agents will get a mail from OTRS, if they have any new ticket
> in their QUEUE, if they have put "Notify for new ticket"=YES in the preferences. I
> tried this for few of my users...
y of that value. So, what is the big deal? Just curious.
Tyler Hepworth
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On Wed, 27 Oct 2004 14:58:35 -0600, Tyler Hepworth <[EMAIL PROTECTED]> wrote:
> On Wed, 27 Oct 2004 14:40:28 -0400, Pete McDonnell
> <[EMAIL PROTECTED]> wrote:
> > Rudi, do you think this is something that would have to be set using Perl
> > code (altering the funct
quot;take ownership of this ticket" button, so they can quickly start
> managing the ticket.
That is easy too. All they have to do is open the queue and click
"lock" That means the same thing as "take ownership of this ticket".
There is no need to zoom->own
e to figure out how this is generated.
Please be patient as I hope to have something figured out by the end
of today.
Tyler Hepworth
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nted to configure their
preferences for them directly in the database and then remove
Preferences from the theme so that they cannot access them.
Hth,
Tyler Hepworth
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and will
show up in the agent's personal queue. You will never see other
agen'ts personal queues - only your own.
Hth,
Tyler Hepworth
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On Wed, 27 Oct 2004 22:14:29 +0500, Asim Ansari <[EMAIL PROTECTED]> wrote:
> Thanks for your email Tyler.
>
> I have double checked that PostMasterPOP3.pl has execute rights
>
> Administrator Full Control
> SYSTEM Full Control
> Users Read & Execute, Read
>
>
You will get a list:
John Brown
John Doe
John Peters
You select John Peters and click "Take This Customer". That will
populate the field with the correct information for the ticket.
Hth,
Tyler Hepworth
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On Wed, 27 Oct 2004 20:48:18 +0500, Asim Ansari <[EMAIL PROTECTED]> wrote:
>
>
>
> Hi, we are using OTRS 1.2.3 on Windows 2003 server, every thing seems to be
> working fine except POP emails, we have defined a POP3 account from web
> admin consol i.e. Admin-Area -> POP3 Account, screen shot o
On Wed, 27 Oct 2004 12:22:28 +0200, Robert Kehl
<[EMAIL PROTECTED]> wrote:
> Robert Kehl schrieb:
> > Tyler Hepworth schrieb:
> >
> >> Scenario 1: It seems to occur more frequently if there is an email in
> >> the inbox that has an attachment size larger th
Defaults.pm and copy them
to Kernel/Config.pm).
If you are using 1.3.x then you can change them in Admin
Area->Notificiations area. Go to notfications and look for
xx::Customer::something.
Hth,
Tyler Hepworth
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uot;history_type_id" entries.
The create_by entries identify the operating agent. The
history_type_id entries define the kind of action performed. To get
logical names instead of integer identifiers, you have to use the
system_user table and ticket_history_type table. Search
ticket_histo
s, ticket owners, ticket
state, etc (lots of ways to find tickets) and it will return all
possible matches.
There is not a search feature that will allow you to enter a problem
and it will look through all the tickets for potential matches and
give you solutions.
I hope that answers
il address. If it cannot find the
customer name or id in the DB or it cannot find an email address for
the name/id, then it will return the message invalid mx. If you do
not have a DB entry for the customer, then you have to type out the
full email address in the From field. It should accept that
tem_user s, ticket t
WHERE s.id = t.user_id AND t.ticket_state_id = '2' AND
t.change_time >= 'YYYY-MM-DD HH:MM:SS'
GROUP BY s.login
Regards,
Tyler Hepworth
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best ticket handler on
> the market if you'd ask me.. atleast from those I've tried.
>
> Regards,
> Patrik
>
Patrik,
I created a patch that provides the option on the bulk action page to
unlock tickets after submit. Please see my post on the dev list
titled: "Patch
g associated
> with him. Search is a bit clumsy, doesn't give any overview.
>
Go all the way to the very bottom of search and look for the heading
"Customer History Search". There is a single field you can search on
"Customer ID". Type the ID in there and it will return
know were else to look or
> how to get beyond this point. Thanks for all replies!
>
> TT
>
I found a post about this same issue on the German OTRS mailing list.
The response suggested that you have to make sure you are using
apache2-mod_perl and not just mod_perl.
Hth,
Tyler Hepwor
d using a hash. The login id is used as the hash index and
the index's value is a composite of the user's name and customer id.
The hash is then sorted by key (index) value and output. No sorting
done here by database calls.
Hth,
Tyler Hepworth
_
his only happens occassionally and I don't
have a clear idea of why this might happen.
Here are two possible scenarios of why I think it might happen. Could
somewhere tell me if I am on the right track or suggest an
alternative?
Thanks,
Tyler Hepworth
Scenario 1: It seems to occur more fr
nswer"}
> I don't know where this is getting called from. I'm trying to change
> some of the html in the ticket zoom. Does someone know where this is?
> How can I edit it? Thanks
Sorry to take so long to respond. The answer to
On Wed, 20 Oct 2004 14:31:22 +0100 (BST), [EMAIL PROTECTED]
<[EMAIL PROTECTED]> wrote:
>
> Is otrs supposed to match emails on reply-to/message-id and put them into
> the correct ticket ???
>
OTRS looks only at the subject line for the Ticket Number. It
associates the message with all the other
On Mon, 18 Oct 2004 17:56:05 -0600, Tyler Hepworth <[EMAIL PROTECTED]> wrote:
> I upgraded to version 1.3.2 and setup a generic agent in the web
> interface. It executes just fine if I clikc "Run Now" in the web
> interface, but the cron "generic_agent-database&qu
=> '(mail=*)' or AlwaysFilter =>
> > > > '(objectclass=user)'
> > > > # $Self->{'AuthModule::LDAP::AlwaysFilter'} = '';
> > > >
> > > > # Net::LDAP new params (if needed - for more info see p
e gui pick up my customer generic agent pm
> files?
You should be just fine. There are two separate default crons to
handle both the GenericAgent.pm and Generic Agent GUI. One of the
crons is titled generic_agent. The other is generic_agent-database.
Hth,
Tyler Hepworth
_
ll of my other crons appear to be working.
Thanks,
Tyler Hepworth
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ro => 0,
move_into => 0,
create => 0,
owner => 0,
priority => 0,
rw => 1,
}
);
}
>
> Also, we were using local account before switching to using LDAP. How
> could I
> del
ernel/Config/Defaults.pm. It has settings (used and unused) to
change just about every behavior of the program.
Hth,
Tyler Hepworth
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ticket. You cannot lock tickets for anyone but your self.
Tyler Hepworth
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On Mon, 11 Oct 2004 10:48:41 +0300, Erol YILDIZ <[EMAIL PROTECTED]> wrote:
> Hi,
>
> I am giving just a 'ro' permission for a user over a group but the user
> can change owner of the tickets and priorities of the tickets. Is it
> possible to correct it?
>
Then something is not configured properl
I use OTRS exclusively for an internal help desk system. Currently it
is limited to IT related requests. So only individuals from the IT
department are agents on the helpdesk. The rest of the company is
treated as "customers" and they have to use email or the cpanel to
create and manage personal
figured to send and receive mail and
you can use it from a regular mail client, then it will work just fine
with OTRS.
Hth,
Tyler Hepworth
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>
> Now I just need to be able to have multiple reassigns.
A new job for each. :-(
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>
> Yup, everything works now!
>
Glad to hear it. Go sue the Gentoo builder for pain and suffering ;-)
Tyler
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> Well, I got the .pl to work. How did I do you ask? By creating a
> symbolic link from /var/www/localhost/Kernel to /usr/
> ln -s /var/www/localhost/Kernel /usr/
> I think perhaps I'm going to have to open a bug in Gentoo's ebuild area.
>
Great!. So, did the GenericAgent work too?
Tyler
_
lack line. But that either
corresponds to Customer Update or Send Answer and neither of those
seem like likely candidates.
Can anyone shed light on this for me?
Thanks,
Tyler Hepworth
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At this point I don't know what to say. Never used Gentoo and am not
a great linux expert to begin with. I would recommend starting a new
message to the list that states the problem with Config.pm not found
in @INC. Get that resolved and then we can pick back up the
discussion of GenericAgent.
On Thu, 07 Oct 2004 11:21:13 -0700, Lance McCulley
<[EMAIL PROTECTED]> wrote:
> -BEGIN PGP SIGNED MESSAGE-
> Hash: SHA1
>
> My GenericAgent.pm is located in /var/www/localhost/Kernel/Config/
> my GenericAgent.pl is in /usr/bin/
> I don't know why everything is all over the place, but it is
>
> Well, when I try to run 'GenericAgent.pl >> /dev/null' at a prompt I
> get this output:
>
> testserver # GenericAgent.pl
> Can't locate Kernel/Config.pm in @INC (@INC contains:
> /usr/Kernel/cpan-lib /usr /etc/perl
> /usr/lib/perl5/site_perl/5.8.4/i686-linux
> /usr/lib/perl5/site_perl/5.8.4
>
to it, which seems to me like a waste of
> time. Is there any way I can modify the templates to get back the
> previous behaviour?
>
Add the following to Config.pm
# (Use the onchange=submit() function for ticket move in
# QueueView and TicketZoom) [default: 0] [0|1]
$Self->
On Thu, 07 Oct 2004 08:14:43 -0700, Lance McCulley
<[EMAIL PROTECTED]> wrote:
> -BEGIN PGP SIGNED MESSAGE-
> Hash: SHA1
>
> I've set up the GenericAgent.pm exactly the way you showed me. Do I
> have to set up cron jobs or something? I have set up cron jobs to
> execute the GenericAgent.pl
On Thu, 07 Oct 2004 10:09:58 +0300, Erol YILDIZ <[EMAIL PROTECTED]> wrote:
>
> Hi,
>
> I am trying to create a user which has all the permissions except changing
> the owner of the tickets in that queue but even I give all the privileges
> except 'rw' this user can't see that queue and the ticket
ner to 'it',
and you didn' t have all of your ending braces in the right place.
You job was mixed up with the escalation notifications job. This is
pure perl code in the generic agent so the perl compiler is very picky
about syntax. You have to make sure all of your commas, brace
> Thanks for your response.
> in the
> [...]
> ~'assign owner' => 'some queue',
> [...]
> is the 'some queue' the queue id or name? Also, is the 'some owner',
> the ID or name? Thanks again!
Names for both.
Tyler
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mer of queue moves, state changes, or owner changes,
you can enable these options when setting up the queue in the
admin-area.
Hth,
Tyler Hepworth
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To un
t you type.
Contact records your thoughts as publicly viewable in the cpanel but
does not send an email.
Hth,
Tyler Hepworth
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> I would like to be able to view closed tickets and if necessary,
> re-open them. Is there anyway to do this?
>
Just find the ticket via the "search" or "utilities" function
(depending on which version you use) and set the state to open if you
need to open it.
__
> Is there a way to define who the default owner of a new ticket? Or
> better, is there a way to define who the default owner of a ticket is
> based on what group it was initially assigned to?
>
Yes. You can go it with a generic agent. It would be something like this:
%Jobs = (
# --
# [
lay all of the message, I would guess that you remove
all of the number:
But I don't know for sure because I have never tried it. Give it a
try and see how it comes out.
Hth,
Tyler Hepworth
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s default. If one of them do not fill the bill, provide and
all option to show the rest.
Hth,
Tyler Hepworth
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On Tue, 5 Oct 2004 08:10:48 -0700, Daemon Behr <[EMAIL PROTECTED]> wrote:
>
>
>
> Is there any way to limit the customers access to queues when creating a new
> ticket?
>
>
>
> âUsing otrs 1.2.4 win32
>
Yes, place the following in Kernel/Config.pm
#CustomerPanelOwnSelection
#(If thi
le could see. This changed in OTRS 1.3.1.
It now supports multiple CustomerIDs.
Customer
--
Name
Addr
etc
CustomerID (one primary id) this defines private or "My Tickets"
CustomerIDs (multiple secondary ids) can be held by others as well -
"Co
On Mon, 04 Oct 2004 09:19:30 -0500, OTRS main list <[EMAIL PROTECTED]> wrote:
> Is it possible to allow one customer to read (or even, perhaps, modify)
> another customer's tickets? For example, we want all the customers who
> work in Department A to be able to read all other Department A
> custome
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