Re: [otrs] Generic Interface with Python
Hi Christoph, Op 16 jul. 2014 18:14 schreef Christoph Zwerschke zwersc...@urz.uni-heidelberg.de: Am 16.07.2014 17:49, schrieb Kristofer Pettijohn: Did you have to hand craft a wsdl? No, luckily someone did this already for me ;-) https://code.google.com/p/otrs-git/source/browse/development/webservices/GenericTicketConnector.wsdl snip Actually OTRS should deliver the WSDL file, it's a shame it doesn't. Well, actually the file you are looking at IS from the OTRS project, it is just someone's import into Google Code. The original is here: https://github.com/OTRS/otrs/tree/rel-3_3/development/webservices -- 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
Re: [otrs] Trouble with 2 OTRS 2.3.4 instances
Yeah, the problem is mod_perl - you'll only have one 'scope' in which the perl modules are loaded. This means you'll have one Kernel::Config object and thus one database connection. Of course you could use CGI but this would be slow, and you could use FastCGI but this is cumbersome, at least in my opinion. The solution is to set up multiple virtualhosts on the server, for instance 'otrsprod.example.com' and 'otrstest.example.com' and use PerlOptions +Parent in the virtualhost configuration. See this blog post for an explanation: http://blog.otrs.org/2010/08/11/how-to-run-multiple-mod_perl-supported-otrs-on-a-single-host/ -- Mike On Tue, Jul 8, 2014 at 3:40 PM, jan.dre...@bertelsmann.de wrote: Hi. Am 07.07.2014 um 17:15 schrieb Karlos Jelez otrs...@gmail.com: My 2 OTRS instances are separated, working on their own directory (/otrs1 and /otrs2) with separated Config.pm, Kernel.pm and Defaults.pm files, separated scripts into httpd.conf Apache config and separated cronjobs. I did try with 1 and with 2 MySql users to each OTRS instance, with 1 and with 2 operating system users, but it did not solve the problem. I think the problem is in how I am using apache2-perl-startup.pl script: Each script was modified to point to a different directory; I dont know Problem is that you are using mod_perl for both instances. Together with DBD (afair) this leads to only one DB connection for both. Try to either disable mod_perl for one instance (you may use fastcgi instead) or find a configuration that allows for two separate perl environments with mod_perl. Regards — Jan Dreyer - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Sending plain text messages
Hi Christoph, Currently it's not possible; but I think it would be a very useful feature to have the possibility to select per template if it is plain text or rich text. -- Mike On Tue, Jul 8, 2014 at 12:07 PM, Christoph Zwerschke zwersc...@urz.uni-heidelberg.de wrote: Is it possible in OTRS 3 to change the format of templates and individual replies to plain text instead of HTML? I already found the global switch Frontend::RichText that can be set to no, but that's really not what we want, because it would switch off RichText everywhere. We want to be able to select and change the format individually, just as it is possible in every mail client. Regards -- Christoph - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Hiding queues
ACLs in the customer interface are only supported on new OTRS (since 3.3). I tend to prefer to remove the Queue from the customer interface, and to set it to a default value. So all tickets customers create end up in for instance the 'Support' queue and agents then classify the requests and move it into the correct queues if needed. Of course, if you want you can also automate this last bit. Since 3.3 there are event based generic agent actions and you can for instance, based on the Service, or another value, push tickets through to a certain queue when a customer created them. -- Mike On Fri, Jul 4, 2014 at 5:38 AM, Gerald Young cryth...@gmail.com wrote: It should be possible with group membership or ACL, though I (and this is my own hangup) tend to not support segregating customers from queues that customers *generally* have access to. Sometimes it can't be helped. With CustomerGroupSupport disabled, customers can see any queue. With CustomerGroupSupport enabled, customers will see queues that belong to groups of which the customer is a member. By default, CustomerGroupAlwaysGroups provides users and therefore any Queue of group users will be seen by all customers. For this purpose, escalation/Tier 2 queue not of group users might be useful, but there are other ways (ACL, SysConfig Queue lists) to provide a truncated Queue list (by default) to all customers. With ACL, you'd match the Properties CustomerUser Login and then Possible Queues (your list). You can use wildcards or use an ACL for each segregated Customer. On Thu, Jul 3, 2014 at 9:00 PM, Karlos Jelez otrs...@gmail.com wrote: Hi list, I have several queues in my OTRS 2.3.4 and several customers. I would like hide some queues to some customers in the Customer Interface. Is it possible? or is it possible in OTRS 3.3 ? Thanks in advance !!! Karlos - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Bulk Action - Send Email - keep original subject
Hi Swen, You're right, there's no support for variables in the Bulk Action email. I know, I implemented it, and this was not a requirement. :D If you can't do coding, I think the best solution would be a combination of the two actions Gerald suggested: Create a Notification (Event Based) which can send out email and can use variables and make it trigger on an update of some field; create a Generic Agent job that selects your tickets and sets the field wich triggers the Notification you created. -- Mike On Fri, May 30, 2014 at 8:27 PM, NetSaint netsa...@gmail.com wrote: Thanks, I tried both variables in the subject but they don’t translate correctly (Screenshot: http://o7.no/1pEMihD) . It seems that OTRS is not evaluating for a variable in the subject field for bulk actions. :( - Swen On May 30, 2014, at 1:14 PM, Gerald Young cryth...@gmail.com wrote: I'd think about a Generic Agent/Notification Event combination. OTRS_CUSTOMER_SUBJECT (?) OTRS_TICKET_Title (?) might be options in either your bulk case or Notification Event On Fri, May 30, 2014 at 1:58 PM, NetSaint netsa...@gmail.com wrote: Hello, I am working for an ISP. I use a queue within OTRS for the abuse helpdesk address. Recently, I got over 500 tickets over the weekend into my queue, which is unusual. Some copyright company decided to notify for each mp3 song a user downloaded. So, these 500 tickets belong to just 5 users. My responsibility is to forward those notifications to the end use. I upgraded to 3.3.7 yesterday and wanted to do the following. Search for tickets so I find all tickets belonging to a single user, then use the bulk action to send a generic reply back to the copyright company to let them know we got the notification and will try to forward the notice. Then use the bulk action again to forward the tickets to the end user and close the tickets. All of this seems to be working in 3.3.7 My only problem is that in the pop up window (below) of the Ticket Bulk Action where I click on Send Email, it is asking for a subject. I like the subject to be the original subject with a RE: or so in front of it. I tried using RE: OTRS_TICKET_SUBJECT, but this doesn’t seem to work. If I leave it blank it complains about it being blank. I can’t send 100 emails to a customer all with the same subject, I need to original subject to stay in place….does anybody knows if this is possible? Here a screenshot of the subject field - https://dl.dropboxusercontent.com/u/21330287/otrs.png Thanks, - Swen - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] howto add pending time to App::OTRS::CreateTicket by m.beijen
Hi Rene, I would probably be able to add this to the script, if you want. -- Michiel On Tue, May 27, 2014 at 8:31 PM, Rene Stoutjesdijk r.stoutjesd...@gmail.com wrote: Good day, i would like to add a pendingtime when we do a close of the ticket. We're currently making use of the App::OTRS::CreateTicket module provided by Micheil Beijen. We want to set the state to 'pending auto close+' but then we also have to add the pending time. This isn't the difficult part, but after that we also have to set the pending time, and this i can't figure out how to do that (i'm not an xml or programming expert). Is somebody having an example on how to do this? wkr rene - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] howto add pending time to App::OTRS::CreateTicket by m.beijen
Hi Rene, I've put a new release up on github CPAN which adds a --PendingTime parameter: https://github.com/mbeijen/App-OTRS-CreateTicket --PendingTime If a number, # of minutes after current time. Otherwise, should be a string in '-MM-DDTHH:MM' format. So you can say --PendingTime 120 which means pending in two hours from now or --PendingTime 2014-05-29T09:00 which means tomorrow morning at nine. The script does not bother with time zones or business hours. Let me know if this works for you. -- Michiel On Wed, May 28, 2014 at 10:37 AM, Michiel Beijen michiel.bei...@gmail.com wrote: Hi Rene, I would probably be able to add this to the script, if you want. -- Michiel On Tue, May 27, 2014 at 8:31 PM, Rene Stoutjesdijk r.stoutjesd...@gmail.com wrote: Good day, i would like to add a pendingtime when we do a close of the ticket. We're currently making use of the App::OTRS::CreateTicket module provided by Micheil Beijen. We want to set the state to 'pending auto close+' but then we also have to add the pending time. This isn't the difficult part, but after that we also have to set the pending time, and this i can't figure out how to do that (i'm not an xml or programming expert). Is somebody having an example on how to do this? wkr rene - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Instalation on Oracle 11G
Did you also put the environment variables in the Apache configuration file in /etc/httpd/conf.d and/or in OTRS's /opt/otrs/Kernel/Config.pm ? -- Mike On Fri, May 23, 2014 at 2:10 AM, Carlos Andrés Gallego Arboleda carlos.gall...@itconsultores.com.co wrote: Hello. I had several problems whit the OTRS 3.3.7 Installation under RHEL6 and Oracle11 I have already installed the clients for the conection. oracle-instantclient11.2-basic-11.2.0.4.0-1.x86_64 oracle-instantclient11.2-sqlplus-11.2.0.4.0-1.x86_64 oracle-instantclient11.2-devel-11.2.0.4.0-1.x86_64 Set the Evn export ORACLE_BASE=/usr/lib/oracle export ORACLE_HOME=/usr/lib/oracle/11.2/client64 export LD_LIBRARY_PATH=/usr/lib/oracle/11.2/client64/lib export NLS_LANG=spanish_spain.utf8 export NLS_DATE_FORMAT=-MM-DD HH24:MI:SS export ORACLE_USERID=system/pass@otrs export PATH=$PATH:$ORACLE_HOME/bin The DBD::Oracle is installed on the machine by cpan When I try to test the otrs.CheckModules.pl o DBD::Oracle..ok (v1.74) But when I try to run the web installer show this message. Can't connect to database, Perl module DBD::Oracle not installed! Anyone can help me? Best Regards. *Carlos Andrés Gallego* *Director de Servicios* *ITConsultores - ITCON S.A.S* web: www.itconsultores.com.co email: carlos.gall...@itconsultores.com.co Tel: (+57 4) 320 7960 ext. 1004 Cel: (+57) 301 501 42 49 Cra 41 Nro 9 - 51 Edificio Arteria Of 104 Medellín - Colombia - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] 2.3.4 3.3 OTRS instances running?
Hi Karlos, On Wed, May 21, 2014 at 5:45 PM, Karlos Jelez otrs...@gmail.com wrote: Hi List, Is it possible to have both OTRS instances running in the same server? I have a FreeBSD 7.0 with 2.3.4 version and I want to use the newest version 3.3 Yes you can, but if you want to use mod_perl you'll need to use separate vhosts and use PerlOptions +Parent and the Apache Worker MPM. See http://blog.otrs.org/2010/08/11/how-to-run-multiple-mod_perl-supported-otrs-on-a-single-host/ You might want to not bother and just use separate VMs or separate apache in chroots or the like. -- 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
Re: [otrs] In the customer interface, can a search be made by ticket type or dynamic field?
Hi, On Wed, Mar 20, 2013 at 2:54 PM, Bogdan Iosif bogdan.io...@gmail.com wrote: After some more investigations I concluded that it's not possible to search by ticket type, SLA or service in the customer interface, in v3.1.10. If anyone finds out I was wrong please point it out. You're correct; but if you'd use OTRS 3.3 you CAN search for ticket type or service in the Customer Interface. -- 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
Re: [otrs] otrs 3.1.x
Hi Steve, Is the OTRS user a member of the apache group? See http://otrs.github.io/doc/manual/admin/3.3/en/html/manual-installation-of-otrs.html#preparing-manual-installation On Fri, May 16, 2014 at 2:11 PM, Steve Clark scl...@netwolves.com wrote: Hmm... drwxrwxr-x 16 otrs apache 4096 Jan 28 2013 var drwxrwsr-x 5 otrs apache 20480 May 15 15:12 var/tmp drwxrwsr-x 137 otrs apache 12288 May 16 08:02 var/tmp/CacheFileStorable/ drwxrwsr-x 2 apache apache 4096 May 16 08:04 var/tmp/CacheFileStorable/DynamicField/ -rw-rw-r-- 1 apache apache 353 May 16 08:02 var/tmp/CacheFileStorable/DynamicField/4305254fe4dae751808d76237ed4338f Do these perms look OK? Thanks, Steve On 05/16/2014 08:02 AM, Gerald Young wrote: File does not exist is not going to be fixed with permissions unless the permissions are to be applied to a parent folder where apache or otrs user has no access. On Fri, May 16, 2014 at 7:58 AM, Steve Clark scl...@netwolves.com wrote: On 05/16/2014 07:33 AM, Sander Goudswaard wrote: I believe you need to run bin/otrs.SetPermissions.pl and/or bin/otrs.DeleteCache.pl - 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 This is strange - the file is there and has the same permissions as all the other files in that directory. -- Stephen Clark NetWolves Managed Services, LLC. Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.cl...@netwolves.com http://www.netwolves.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 - 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 -- Stephen Clark NetWolves Managed Services, LLC. Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.cl...@netwolves.com http://www.netwolves.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 - 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] Maxsize of attachment in response
Hi, Did you try running the Support Module? Probably your issue is that max_allowed_packet in the mysql configuration file should be set to a higher value, for instance 20M. Changing this requires a restart of the MySQL service. -- Mike On Wed, Mar 12, 2014 at 4:01 PM, claude pref-o...@haute-garonne.gouv.frwrote: There is not error message but the file is not include in the list of attachments when I do a reply to one ticket. But when the size file is less than 1Mo it appears in the list of attchmentlike in the following screenshot Claude Message original Sujet : [INTERNET] Re: [otrs] Maxsize of attachment in response De : Gerald Young cryth...@gmail.com cryth...@gmail.com Pour : User questions and discussions about OTRS. otrs@otrs.orgotrs@otrs.org Date : 12/03/2014 15:38 Better to host the file and provide a link. (Especially if it is a commonly presented file). When you say you can't send, what's the error message? What entity is ultimately blocking you? Your mail transport? The recipient? On Wed, Mar 12, 2014 at 10:33 AM, claude pref-o...@haute-garonne.gouv.frwrote: Hi, Where can I configure the maxsize of attachment in response ? Actually when the file is more than 1Mo, I can't send it. Thanks and regards Claude - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs -- - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs inline: moz-screenshot.jpg- 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] force password policy
Hi Paul, You can configure password policy such as minimum # of characters via the SysConfig AgentPreferences. This however does not allow you to force setting a new password after a given amount of days. There's this package that you can install as an add-on. I haven't used it so can not vouch for it and so far it is only available for OTRS 3.1 and 3.2, not yet for 3.3: http://znuny.com/#!/addons Also, you can 'offload' the problem by using Active Directory or LDAP integration and setting the policy on you AD or LDAP environment. -- Mike On Mon, Dec 9, 2013 at 11:22 AM, Paul Simons paul.sim...@onair.aero wrote: How do I enforce a password policy of say: 10 chars – upper/lower case – symbol – change every 60 days – etc. for ALL agents ? I want to lock down my system for internet access. Regards Paul -- Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances is prohibited. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] IMAP setup
If you select IMAPS it should work with Gmail. Please note to use the server name 'imap.gmail.com'. Using IMAPS, OTRS will automatically connect to port 995, which is the default. The appliance is supposed to ship with all SSL modules needed. -- Mike On Tue, Dec 3, 2013 at 8:31 AM, Sander Goudswaard s.goudswa...@westerscheldetunnel.nl wrote: Check if you have installed the required Perl modules for SSL connections: http://doc.otrs.org/3.3/en/html/manual-installation-of-otrs.html#installation-of-perl-modules Without the necessary modules, it will not possible to open SSL connections, i.e. only plain IMAP/POP. Regards Sander - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] IMAP setup
You probably are referring to the configuration file you can export from Sysconfig. In Sysconfig the mail accounts are not stored; the 'sendmail' configuration - which could be an SMTP server - IS there though. If you can't connect using 'IMAPS' and 'imap.gmail.com', it could well be a network connectivity issue. Could it be your hyper-v server does not have direct access to imap.gmail.com port 995? Can you 'telnet test' the port 995 from the console? -- Mike On Tue, Dec 3, 2013 at 2:26 PM, Tennant, Jacob jacob.tenn...@pierpont.eduwrote: I am using the setup just like you explained above and I am still receiving Can't connect to imap.google.com error messages. From the ADMINSUPPORT ASSESSMENT screen I have ALL Perl modules installed and all boxes are green. Also noticied that when I try to import the saved configuration file from my former WORKING install it does not import it as none of the configuration parameters change? Jacob Tennant On Tue, Dec 3, 2013 at 5:50 AM, Michiel Beijen michiel.bei...@gmail.comwrote: If you select IMAPS it should work with Gmail. Please note to use the server name 'imap.gmail.com'. Using IMAPS, OTRS will automatically connect to port 995, which is the default. The appliance is supposed to ship with all SSL modules needed. -- Mike On Tue, Dec 3, 2013 at 8:31 AM, Sander Goudswaard s.goudswa...@westerscheldetunnel.nl wrote: Check if you have installed the required Perl modules for SSL connections: http://doc.otrs.org/3.3/en/html/manual-installation-of-otrs.html#installation-of-perl-modules Without the necessary modules, it will not possible to open SSL connections, i.e. only plain IMAP/POP. Regards Sander - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs -- Jacob W. Tennant IT Development Specialist Pierpont Community Technical College Office: 304-333-3641 jacob.tenn...@pierpont.edu - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] TicketSolutionResponseTime coming Negative
Good, so we fixed it almost a year ago (in November 2012). Please update to the latest 3.1.x patch level release or to 3.2.x if possible. -- Michiel Beijen Senior Developer OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 I: http://www.otrs.com Happy Birthday OTRS! - 10 years of Open Technology, Shared Innovation and Advanced Customer Service - Let's move on together On Fri, Sep 13, 2013 at 5:58 AM, Darshak Modi darshak.m...@elitecore.com wrote: I can find is 3.1.1 AND PRODUCT = OTRS VERSION = 3.1.1 BUILDDATE = Fri Feb 10 09:12:49 CET 2012 BUILDHOST = otrsbuild.otrs.com On 12-09-2013 PM 09:07, Michiel Beijen wrote: What version of OTRS you use? We have fixed this related bug: http://bugs.otrs.org/show_bug.cgi?id=8936 It is in OTRS 3.1.12 3.2.0.x. On Thu, Sep 12, 2013 at 12:05 PM, Darshak Modi darshak.m...@elitecore.com wrote: Hi, I am creating a report for average solution time for the ticket , using TicketSolutionResponseTime. I think not proper. But still If I run, it gives me -ve values. Any suggestion, how to get average ticket solution time for agent/queue ? - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] TicketSolutionResponseTime coming Negative
What version of OTRS you use? We have fixed this related bug: http://bugs.otrs.org/show_bug.cgi?id=8936 It is in OTRS 3.1.12 3.2.0.x. On Thu, Sep 12, 2013 at 12:05 PM, Darshak Modi darshak.m...@elitecore.com wrote: Hi, I am creating a report for average solution time for the ticket , using TicketSolutionResponseTime. I think not proper. But still If I run, it gives me -ve values. Any suggestion, how to get average ticket solution time for agent/queue ? - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Command-line script for adding Customer users to groups?
Hi,
You can use the script I put here:
https://gist.github.com/mbeijen/6491928
--
Michiel Beijen
Senior Developer
OTRS BV
Schipholweg 103
2316 XC Leiden
The Netherlands
T: +31 71 8200 255
I: http://www.otrs.com
Happy Birthday OTRS ! - 10 years of Open Technology, Shared Innovation
and Advanced Customer Service - Let's move on together
On Fri, Sep 6, 2013 at 4:31 PM, Stanford, Philip N. p...@noc.ac.uk wrote:
Thanks Gerald
We do need ‘customer group support’ in our environment!
I had already made the 4-line additions that you suggested; I did alter
what else I thought was logical, and indeed I have looked at the
‘AddUser2Service.pl’ script you mentioned in the link below for inspiration
(we’re using that script too).
It’s probably something very simple that’s wrong, I will check where I’ve
added ‘Customer’ again.
The hard bit is determining “where it makes sense” !
As the saying goes, ‘a little learning is a dangerous thing’, particularly
when it comes to PERL ….
Thanks again for the suggestions.
Phil
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Gerald Young
Sent: 06 September 2013 15:00
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Command-line script for adding Customer users to groups?
customers shouldn't belong to groups...
Ok, but bin/otrs.AddCustomerUser.pl has an option to add a user to a group,
but it doesn't appear to actually *use* $Options{g} (bug?)
copy otrs.AddUser2Group.pl to my.AddCustomerUser2Group.pl
add in
use Kernel::System::CustomerUser;
use Kernel::System::CustomerGroup;
create the CommonObjects to reflect Customer:
$CommonObject{CustomerUserObject} =
Kernel::System::CustomerUser-new(%CommonObject);
$CommonObject{CustomerGroupObject} =
Kernel::System::CustomerGroup-new(%CommonObject);
Prepend Customer to the keys (within curly braces{}) where it makes sense
in $CommonObject
Test.
I wrote this live and did not test, but it should resemble in some form
this: http://forums.otterhub.org/viewtopic.php?f=62t=12487#p48841
On Fri, Sep 6, 2013 at 9:40 AM, Bogdan Iosif bogdan.io...@gmail.com wrote:
It would be much simpler to perform this operation via SQL directly on
OTRS's database
On Fri, Sep 6, 2013 at 4:33 PM, Stanford, Philip N. p...@noc.ac.uk wrote:
Hi,
Does anyone have a script for adding Customer users to groups?
We have a large number of customers and want to add sub-sets of these to a
number of groups.
I’ve tried modifying the script otrs.AddUser2Group.pl (which adds Agents
to groups) without success – probably not surprisingly since I have only a
limited acquaintance with PERL and the OTRS programming model.
All I’m after is something that works in a similar manner to the supplied
script below, and will add a single customer to a group, with permissions:
# ./otrs.AddUser2Group.pl
Usage: ./otrs.AddUser2Group.pl -g groupname -u username -p ro|rw
Suggestions very welcome.
Phil
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Re: [otrs] wrong link for beta dwl
Hi Marco, On Thu, Aug 29, 2013 at 2:10 PM, Marco Vannini marco.vann...@gmail.com wrote: The link on the page http://www.otrs.com/en/open-source/get-otrs/software-download/, for RH, points to 3.2.0_B. just to follow up: this has been corrected! -- 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
Re: [otrs] question about ticketupdate
Hi Rene,
the Ticket Number should be on the same level as the username and password, i.e:
TicketUpdate
UserLoginfoo/UserLogin
Passwordsecret/Password
TicketNumber2013083010269/TicketNumber
OTRS_TicketUpdate_Ticket
Stateclosed/State
/OTRS_TicketUpdate_Ticket
/TicketUpdate
See also the WSDL for more detail:
https://github.com/OTRS/otrs/blob/rel-3_2/development/webservices/GenericTicketConnector.wsdl
Michiel Beijen
Senior Developer
OTRS BV
Schipholweg 103
2316 XC Leiden
The Netherlands
T: +31 71 8200 255
I: http://www.otrs.com
OTRS 3.2 - More than a Help Desk System – Process and Customer
Management – Be an early bird with our special offer -
http://j.mp/11TFPSr
On Fri, Aug 30, 2013 at 9:44 PM, Rene Stoutjesdijk
r.stoutjesd...@gmail.com wrote:
we're running happily the api calls for ticketcreate.
now we also would like to close the ticket via an api call.
I do get the impression that we've to do this via the webservices and then
the TicketUpdate.
We're doing a ticketupdate with state closed and the ticketnumumber
included, but keep getting a message back that the ticketid or ticketnumber
is missing.
Please see snapshot below from the debugger of the webservice
I can't see what's wrong (as the ticketnumbver is included).
Any help is appreciated:
snapshot:
Received data by provider from remote system (2013-08-30 21:35:36, debug)
root@localhost
otrs
closed
2013083010269
Detected operation 'TicketUpdate' (2013-08-30 21:35:36, debug)
No data provided
Incoming data before mapping (2013-08-30 21:35:36, debug)
$VAR1 = {
'Article' = '',
'Password' = 'otrsXX',
'Ticket' = {
'State' = 'closed',
'TicketNumber' = '2013083010269'
},
'UserLogin' = 'root@localhost'
};
TicketUpdate.MissingParameter (2013-08-30 21:35:36, error)
TicketUpdate: TicketID or TicketNumber is required!
Outgoing data before mapping (2013-08-30 21:35:36, debug)
$VAR1 = {
'Error' = {
'ErrorCode' = 'TicketUpdate.MissingParameter',
'ErrorMessage' = 'TicketUpdate: TicketID or TicketNumber is required!'
}
};
Returning provider data to remote system (HTTP Code: 200) (2013-08-30
21:35:36, debug)
TicketUpdate.MissingParameter
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Re: [otrs] Perl SSL error is keeping me from loving OTRS
Please note that this is just a WARNING. It's not an error - apart from filling up your log file it does not hurt. You'd only see this error message if you have a new enough IO::Socket::SSL installed. Also, in upcoming OTRS 3.3.x we've made changes to how we handle SSL connections so you won't see this warning message anymore. Michiel Beijen Senior Developer OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 I: http://www.otrs.com OTRS 3.2 - More than a Help Desk System – Process and Customer Management – Be an early bird with our special offer - http://j.mp/11TFPSr On Wed, Aug 21, 2013 at 7:12 PM, jose.salvi...@accenture.com wrote: I feel as if I have finally found the root cause of all my issues. I found this in the PerlEX log: Can someone tell me how to force Perl to not require SSL or configure OTRS to use it? I would much rather NOT use it, but finding the “off” switch in Perl has proven troublesome. As always, any assistance you can provide is very appreciated. ** ** *** 'C:\otrs\OTRS\bin\cgi-bin\index.pl' log message at: 2013/08/21 07:10:26 [Wed Aug 21 07:09:37 2013] -e: *** [Wed Aug 21 07:09:37 2013] -e: Using the default of SSL_verify_mode of SSL_VERIFY_NONE for client [Wed Aug 21 07:09:37 2013] -e: is deprecated! Please set SSL_verify_mode to SSL_VERIFY_PEER [Wed Aug 21 07:09:37 2013] -e: together with SSL_ca_file|SSL_ca_path for verification. [Wed Aug 21 07:09:37 2013] -e: If you really don't want to verify the certificate and keep the [Wed Aug 21 07:09:37 2013] -e: connection open to Man-In-The-Middle attacks please set [Wed Aug 21 07:09:37 2013] -e: SSL_verify_mode explicitly to SSL_VERIFY_NONE in your application. [Wed Aug 21 07:09:37 2013] -e: *** ** ** ** ** *Jose Salviati *[image: Lync-Icon]** *Technology Consulting | Workplace Technology Collaboration*** Direct Dial: (310) 726-2835 Mobile:(949) 829-1028 Email: jose.salvi...@accenture.com ** ** -- This message is for the designated recipient only and may contain privileged, proprietary, or otherwise confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the e-mail by you is prohibited. Where allowed by local law, electronic communications with Accenture and its affiliates, including e-mail and instant messaging (including content), may be scanned by our systems for the purposes of information security and assessment of internal compliance with Accenture policy. __ www.accenture.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 image001.jpg- 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] Auto-Answer for phone and API-generated tickets?
Hi Oliver, This exact feature is available as a configuration option in upcoming OTRS 3.3: https://github.com/OTRS/otrs/pull/53 -- Mike. Op 30 jul. 2013 16:15 schreef Olivier Macchioni olivier.macchi...@wingo.ch het volgende: Hello dear OTRS user list, Our problem is the following: If the customer opens a ticket via e-mail, we want to notify him that we have received his mail and that we are going to process it. If the we open a ticket via any other method (New phone ticket or using our company's My account website, which internally uses GenericInterface), we don't have to notify the customer via e-mail that the ticket has been received. The customer already has a feedback that his ticket is being processed - sometimes the ticket is closed on the spot, typically for Phone Tickets. Auto-Answers allows to automatically send responses to customers on the occurence of certain events, so it *could* do the trick, except that it doesn't allow to have a different behavior for the 2 cases above. Does anyone know another OTRS feature which could fulfill our need? Thank you, Olivier - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] rpc.pl vs nph-genericinterface.pl
rpc.pl is the 'old' style XML over RPC interface. the nph-genericinterface.pl is the 'new' pure SOAP interface. - Using RPC you can integrate directly with a part of the backend OTRS APIs which are relatively low level, using the Generic Interface you can use a bit higher level operations. - While both interfaces are possible to use from different programming languages, especially .Net and Java coders will want to use the Generic Interface as it comes with WSDLs which much better match their tooling. - For the rpc.pl there is just one username/password combination for all of OTRS, which gives full power (and possibilities) to the API using it. WIth Generic Interface you can authenticate with Agent or Customer logins and permissions will be respected. So long story short, you would probably want to use the Generic Interface. But as you said not all operations are provided - currently just operations for tickets and for FAQ - so depending on what you want to achieve you might need to extend the interface a bit. -- Mike On Fri, Jul 26, 2013 at 8:25 AM, Cyrille Bollu cyrille.bo...@belnet.bewrote: Hi list, When trying to access OTRS via SOAP, which one should I use? rpc.pl or nph-genericinterface.pl? The later is better documented but support fewer operations than the former... What's best? Regards, Cyrille --**--**- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/**pipermail/otrshttp://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/**listinfo/otrshttp://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] [PATCH] OTRS Reports not accepting absolute date
Hi, thanks for the notice.
We fixed this a while back, in OTRS 3.2.5:
https://github.com/OTRS/otrs/commit/47b002ac2cecac1bb1f381fddb5b9849bd87747f
--
Mike
On Wed, Jul 10, 2013 at 11:45 PM, Artis Caune artis.ca...@gmail.com wrote:
Hi OTRS,
There is a bug in Kernel/Modules/AgentStats.pm which does not accept
absolute dates when creating or editing reports/statistics:
You will see something like this in user.log:
[Error][Kernel::System::Time::TimeStamp2SystemTime][Line:208]: 2013-07-00
11:23:59
Here is patch:
--- Kernel/Modules/AgentStats.pm.orig 2013-03-05 20:43:50.0 +1300
+++ Kernel/Modules/AgentStats.pm 2013-07-11 09:27:37.522545270 +1200
@@ -953,7 +953,6 @@
%04d-%02d-%02d %02d:%02d:%02d,
$Time{ $Limit . 'Year' },
$Time{ $Limit . 'Month' },
-$Time{ $Limit . 'Week' },
$Time{ $Limit . 'Day' },
$Time{ $Limit . 'Hour' },
$Time{ $Limit . 'Minute' },
You except 6 parameters in sprintf but passing 7 :(
--
Artis Caune
Everything should be made as simple as possible, but not simpler.
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Re: [otrs] Possibility for making 2 Dashboard widgets interacting with each others?
Hi Cyrille, On 7/8/13, Cyrille Bollu cyrille.bo...@belnet.be wrote: I wanted to know if there are API's to make 2 dashboard widgets interact with each other, so that, for example, selecting a ticket in the Open Ticket widget would show some of the ticket's details in another dashboard widget. I've had a first look at the code, but at first sight such API doesn't seem to exist. That would be handy though. Am I wrong that such interaction hasn't been foreseen in the framework? The dashboard widgets are very independent, so they can't read state of each other. Possibly the best way to do this is to write some jQuery to perform this task, then it would be perfectly possible. -- Michiel - 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] Fatal Error user 'otrs' '@' '10.3.0.56' acess denied (using password: yes) windows installer
Hi Ryan, There is a problem in the 'old' web installer where it creates an incorrect user account on the database when using a remote database. I corrected this in the web installer that is in the Windows installer and in the upcoming OTRS 3.3. Best you can do is to manually create a correct account in the MySQL database by hand, and put its credentials in OTRS's Kernel/Config.pm. -- Mike On Fri, Jun 28, 2013 at 2:16 PM, Ryan Jones rjo...@aereo.com wrote: The MySQL server has other applications already connected to it without issue. also the otrs database has been created an populated with tables. I think what it boils down to is the windows bundle installer wasn't written to use an external database... I would happily use the internal db server if there was a post installation migration path to the desired database server. Or a way to enter the correct information into the correct configuration file by hand On Fri, Jun 28, 2013 at 4:04 AM, Mark Dissington mark.dissing...@netmania-it.com wrote: On 27/06/2013 at 22:10, Ryan Jones rjo...@aereo.com wrote: the 'otrs' '@' '10.3.0.56' user wasn't created. I created it manually and set the pw and still no luck If your Application and MySQL servers are on different boxes check to ensure the MySQL server is listening on the correct IP address AND that you have the firewall open for the MYSQL port (TCP 3306) at least allowed for the application server. M. Netmania IT Limited Registered in England No: 4039293 Registered Office: The Stables, Elmhurst Business Park, Elmhurst, Lichfield, Staffordshire, UK, WS13 8EX VAT Reg No: 765 6677 74 This electronic message contains information from Netmania IT Ltd which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the Netmania IT Ltd's email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. -- Scanned by iCritical. - 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 -- Ryan Jones Net Ops rjo...@aereo.com Mobile: 1-347-948-9238 Office: *1-646-843-0365* - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Add grid columns to CustomerTicketOverview, AgentTicketZoom, etc.
It could be new for 3.2... I'm not sure actually. And yes, if you don't want to use another dynamic field you should make other modifications. But I'd recommend using dynamic fields, because that would keep your system more standard. -- Mike On Tue, Jun 25, 2013 at 9:11 AM, Bogdan Iosif bogdan.io...@gmail.com wrote: I found Ticket - Frontend::Customer::TicketOverview on my QA env (v3.2.3). Thanks! (It doesn't exist in my prod env (v3.1.10) so maybe this is new for v3.2?) Assuming I want to avoid adding yet another dynamic field (I already have plenty) the only remaining option is to perform modifications similar to those in my initial links? On Tue, Jun 25, 2013 at 4:00 PM, Michiel Beijen michiel.bei...@gmail.com wrote: It's here: http://doc.otrs.org/3.2/en/html/Ticket.html#Ticket:Frontend::Customer::TicketOverview So you can define in SysConfig which fields you want to have displayed. If you want to 'minimize changes' what you probably can do best is create an OTRS Ticket Event Module that updates a new dynamic field you create, whenever the ' last changed by agent' timestamp needs to be updated. In that case all you'll add to OTRS is one event module -- ref: http://doc.otrs.org/developer/3.1/en/html/otrs-module-layers.html#ticketevent -- Mike On Tue, Jun 25, 2013 at 2:52 PM, Bogdan Iosif bogdan.io...@gmail.com wrote: This is interesting if it can be done via configurations. Can you please give me some link to where it's documented, I wasn't able to find a View in SysConfig that corresponds to CustomerTicketOverview. In my case, I think I won't be able to use a field already implemented by the Ticket because I need to show the time elapsed since the last agent update (for us, it's more relevant than the current Age column). At the db level I know how to compute this value but I'm trying to minimize changes at the app server level. On Tue, Jun 25, 2013 at 3:42 PM, Michiel Beijen michiel.bei...@gmail.com wrote: Hi, In OTRS 3.1 and up, you can specify additional dynamic fields (which are implemented as 'free text fields' in OTRS 3.0) in this overview. Which fields did you want to add? On Tue, Jun 25, 2013 at 2:39 PM, Bogdan Iosif bogdan.io...@gmail.com wrote: Hi, I run OTRS 3.1.10 and would like to add a column to CustomerTicketOverview. I looked at SysConfig but wasn't able to find any support to customize anything in CustomerTicketOverview. Web search yielded the following relevant hits: * http://lists.otrs.org/pipermail/otrs/2012-August/038407.html # customizing grid from CustomerTicketOverview * http://forums.otterhub.org/viewtopic.php?f=60t=5156 # customizing grids from agent dashboard and AgentTicketZoom Both solutions involve modifications to .DTL and, possibly, .PM files. Thus, they need to be maintained across OTRS version upgrades and require dev-level involvement. QUESTION 1: Is there an easier way to customize those grids? QUESTION 2: Did anything change in v3.2 to ease these customizations? (A post from@Mike_B on the forum thread gave me some hope in this direction) Thanks, /bogdan - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Add grid columns to CustomerTicketOverview, AgentTicketZoom, etc.
Hi, In OTRS 3.1 and up, you can specify additional dynamic fields (which are implemented as 'free text fields' in OTRS 3.0) in this overview. Which fields did you want to add? On Tue, Jun 25, 2013 at 2:39 PM, Bogdan Iosif bogdan.io...@gmail.com wrote: Hi, I run OTRS 3.1.10 and would like to add a column to CustomerTicketOverview. I looked at SysConfig but wasn't able to find any support to customize anything in CustomerTicketOverview. Web search yielded the following relevant hits: * http://lists.otrs.org/pipermail/otrs/2012-August/038407.html # customizing grid from CustomerTicketOverview * http://forums.otterhub.org/viewtopic.php?f=60t=5156 # customizing grids from agent dashboard and AgentTicketZoom Both solutions involve modifications to .DTL and, possibly, .PM files. Thus, they need to be maintained across OTRS version upgrades and require dev-level involvement. QUESTION 1: Is there an easier way to customize those grids? QUESTION 2: Did anything change in v3.2 to ease these customizations? (A post from@Mike_B on the forum thread gave me some hope in this direction) Thanks, /bogdan - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Add grid columns to CustomerTicketOverview, AgentTicketZoom, etc.
It's here: http://doc.otrs.org/3.2/en/html/Ticket.html#Ticket:Frontend::Customer::TicketOverview So you can define in SysConfig which fields you want to have displayed. If you want to 'minimize changes' what you probably can do best is create an OTRS Ticket Event Module that updates a new dynamic field you create, whenever the ' last changed by agent' timestamp needs to be updated. In that case all you'll add to OTRS is one event module -- ref: http://doc.otrs.org/developer/3.1/en/html/otrs-module-layers.html#ticketevent -- Mike On Tue, Jun 25, 2013 at 2:52 PM, Bogdan Iosif bogdan.io...@gmail.com wrote: This is interesting if it can be done via configurations. Can you please give me some link to where it's documented, I wasn't able to find a View in SysConfig that corresponds to CustomerTicketOverview. In my case, I think I won't be able to use a field already implemented by the Ticket because I need to show the time elapsed since the last agent update (for us, it's more relevant than the current Age column). At the db level I know how to compute this value but I'm trying to minimize changes at the app server level. On Tue, Jun 25, 2013 at 3:42 PM, Michiel Beijen michiel.bei...@gmail.com wrote: Hi, In OTRS 3.1 and up, you can specify additional dynamic fields (which are implemented as 'free text fields' in OTRS 3.0) in this overview. Which fields did you want to add? On Tue, Jun 25, 2013 at 2:39 PM, Bogdan Iosif bogdan.io...@gmail.com wrote: Hi, I run OTRS 3.1.10 and would like to add a column to CustomerTicketOverview. I looked at SysConfig but wasn't able to find any support to customize anything in CustomerTicketOverview. Web search yielded the following relevant hits: * http://lists.otrs.org/pipermail/otrs/2012-August/038407.html # customizing grid from CustomerTicketOverview * http://forums.otterhub.org/viewtopic.php?f=60t=5156 # customizing grids from agent dashboard and AgentTicketZoom Both solutions involve modifications to .DTL and, possibly, .PM files. Thus, they need to be maintained across OTRS version upgrades and require dev-level involvement. QUESTION 1: Is there an easier way to customize those grids? QUESTION 2: Did anything change in v3.2 to ease these customizations? (A post from@Mike_B on the forum thread gave me some hope in this direction) Thanks, /bogdan - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Problem upgrading to 3.2.8 on Windows (cause?: old HTTPD binaries in latest installer?)
BTW if you want to test - here is Win32 version 0.44. http://users.otrs.com/~mb/perl-Win32-0.44.zip == to install it, simply unzip the contents in ..\StrawberryPerl\perl\site\lib -- Mike On Sat, Jun 22, 2013 at 2:22 PM, Michiel Beijen michiel.bei...@gmail.comwrote: Hi Bogdan, First of all, thanks for all the efforts you're undertaking here! Second, I think your conclusion of blaming Win32.pm might be a red herring. The reason for including the newer version is quite simple - one of the functions we use it for is to determine the actual version of Windows it is running on. This is used in our Support Module. I added support for detecting Windows 2012 Server and Windows 8, this was introduced in version 0.46. The full list of changes is found on CPAN; you can also use metacpan to make diffs between releases. Unfortunately there are lots of whitespace changes in one of the releases so not all is fully trackable, but all the changes seem not to have much impact. https://metacpan.org/release/JDB/Win32-0.47 If you want to install a different version of Win32 you can install it like this: cpan JDB/Win32-0.43.tar.gz Please note that this only works if you have installed OTRS in a path without spaces, i.e. not in C:\Program Files, but in d:\Helpdesk would work. Again, if the Win32 change would be the culprit, this would be super but I have my doubts. The Version.pm that you found introduced in OTRS was because we started using Encode::Locale to fix encoding issues for command line utilities, and they require Version.pm which is core, but only in perl 5.10 and later. For the 2.4.9 version you tested I basically took the Perl and Apache versions of an old, stable installer and put them into the new one. BTW other people stated that for *them* the 2.4.9 actually works. Was one of the versions of OTRS on Windows for you really stable? In my experience the mod_perl based ones are generally stable, but sometimes the web server restarts. This could be as simple as the worker restarting (see the setting in the apache config). The last version of the windows installer also stops, and you'd have to start it manually, of course this is NOT desired and I'd like to learn why this is and what we could do about it. If there was a version that did work for you, can you use THAT one, and replace the OTRS with 3.2.8 and see if THAT is stable? It *could* be we simply introduced breakage by accident in the OTRS code base. The best results on WIndows I found are when you install ActiveState perl (x86) which comes with PerlEx, and you use Microsoft IIS as the web server. This is also what the 'new' beta installer advertises. Looking forward reading your answers, -- Mike On Thu, Jun 20, 2013 at 6:54 PM, Bogdan Iosif bogdan.io...@gmail.comwrote: The problem still exists in a deployment made with otrs-3.2.8-win-installer-2.4.9. The HTTPD process managed to survive a little longer in this version but it's still unstable and crashes with the same pattern. I'll first jump to conclusions. I think the problem's root cause was incorrectly identified so far and it's likely caused by changes in the Perl distribution deployed by the OTRS Windows installer. To be more exact, I think an upgraded Win32.pm deployed since otrs-3.2.3-win-installer-2.4.6 is close to the root cause. I downloaded all the 3.2 installation packages between otrs-3.2.3-win-installer-2.4.5 and the latest otrs-3.2.8-win-installer-2.4.9 provided by Michiel. Then I proceeded to unpack them and to identify differences. Below are the results. I chose to start with otrs-3.2.3-win-installer-2.4.5 because my current prod env was deployed with otrs-3.1.10-win-installer-2.4.5 and I made the common sense assumption that the installer logic hasn't changed between these two packages. In the notes found below all dirs are written with a trailing \ and all root dirs are actually relative to $_OUTDIR\ dir found in their otrs-#.#.#-win-installer-#.#.#.exe package. Additional comments after these notes. ~ otrs-3.2.3-win-installer-2.4.5 VERSUS otrs-3.1.10-win-installer-2.4.5 - \OTRS\= Lots of changes # Expected as a normal part of an OTRS version upgrade - \StrawberryPerl\ = Some changes # Expected between two major versions ~ otrs-3.2.3-win-installer-2.4.6 VERSUS previous - \Scripts\ = Changed ConfigureOTRS.pl # Added single quotes around LogModule and LogModule::LogFile written in Config.pm - \StrawberryPerl\ = Lots of changes # UNEXPECTED with an OTRS minor version upgrade?! ~ otrs-3.2.4-win-installer-2.4.7 VERSUS previous - \OTRS\= Lots of changes # Expected as a normal part of an OTRS version upgrade - \Scripts\ = ConfigureApache.pl changed to add LoadModule directives for mod_deflate.so and mod_headers.so # Ignorable? Is this safe to occur with an OTRS minor version upgrade? = Lots of other changes
Re: [otrs] Problem upgrading to 3.2.8 on Windows (cause?: old HTTPD binaries in latest installer?)
of changes # Expected as a normal part of an OTRS version upgrade - \StrawberryPerl\ = perl\site\lib\version.pm moved here from \OTRS\Kernel\cpan-lib\ # UNEXPECTED with an OTRS minor version upgrade?! ~ otrs-3.2.6-win-installer-2.4.7 VERSUS previous - \OTRS\= Lots of changes # Expected as a normal part of an OTRS version upgrade ~ otrs-3.2.7-win-installer-2.4.7 VERSUS previous - \OTRS\= Lots of changes # Expected as a normal part of an OTRS version upgrade ~ otrs-3.2.8-win-installer-2.4.8 VERSUS previous - \Apache\ = Replaced many bin\*.dll (including libapr-1.dll) with older versions from 2009 (versions from otrs:3.2.7 were from 2012) # UNEXPECTED with an OTRS minor version upgrade?! = Added *.pdb files for the replaced *.dll # UNEXPECTED with an OTRS minor version upgrade?! Ignorable? PDBs are presumably ignored by Apache. = Replaced many bin\iconv\*.so with older versions from 2008 (versions from otrs:3.2.7 were from 2012) # UNEXPECTED with an OTRS minor version upgrade?! = Added *.pdb files for the replaced *.so. # UNEXPECTED with an OTRS minor version upgrade?! Ignorable? PDBs are presumably ignored by Apache. - \OTRS\= Lots of changes # Expected as a normal part of an OTRS version upgrade ~ otrs-3.2.8-win-installer-2.4.9 VERSUS previous - \Apache\ = Lots of changes # Rolled back to the version included up to otrs:3.2.7 except for conf\httpd.conf which has some ignorable changes to default config values that will later be set anyway by the installer - \StrawberryPerl\ = Lots of changes # UNEXPECTED with an OTRS minor version upgrade?! ~ otrs-3.2.8-win-installer-2.4.9 VERSUS otrs-3.2.7-win-installer-2.4.7 - \Apache\conf\ = Changed httpd.conf # Ignorable. Different default config values that will later be set anyway by the installer. - \OTRS\= Lots of changes # Expected as a normal part of an OTRS version upgrade - \StrawberryPerl\ = Lots of changes # UNEXPECTED with an OTRS minor version upgrade?! otrs-3.2.8-win-installer-2.4.9 introduced some trivial changes in mysql and cronw that were ignored and not listed In this forum thread http://forums.otterhub.org/viewtopic.php?f=63t=20288a user reports the problem occurring with otrs-3.2.6-win-installer-2.4.7 and otrs-3.2.5-win-installer-2.4.7. Looking at the differences listed above, it makes sense. These two package versions contain only differences in OTRS sources. HOWEVER, the old HTTPD DLLs were not yet deployed by otrs-3.2.6-win-installer-2.4.7 so they can't possibly be the root cause for the problem. My event log crash entries mention something about IPHLPAPI.DLL. Googling this dll and Perl I found lots of error reports, most having to do with using 64-bit Perl, which is not the case for me. However, then I tought that maybe something changed in the chain of scripts used by OTRS to call this DLL. IPHelper.pm hasn't changed in a long time but one of its dependencies, Win32.pm, made a rather large version jump from 0.44 (~2011) to 0.47 (~2013) in the Perl dist. deployed by otrs-3.2.3-win-installer-2.4.6. My current bet for the root cause of this problem is the aforementioned upgrade for Win32.pm. I'll install otrs-3.2.3-win-installer-2.4.5 and test how right I am about this. I'm hoping for some feedback from someone who knows about the reason behind the Win32.pm upgrade and maybe also knows how to test if this is actually the root cause of the problem. /bogdan On Wed, Jun 19, 2013 at 10:57 PM, Bogdan Iosif bogdan.io...@gmail.comwrote: I'll set it up and give feedback in about 6 - 10 hours. Thanks! My trouble is... I think I just missed a maintenance window for this weekend to perform the upgrade to 3.2.8 because this situation looks like a stability problem with my configuration that I simply haven't planned to protect against. To tell the truth, I feel lucky it happened within the first few clicks because if it would've appeared on QA after a couple hours of light testing then I would've seen it in production within about 30 minutes to an hour and I would've had no way to rollback to 3.1.10. That would've been a nightmare. If I see that 3.2.8 doesn't crash immediately anymore, is there anything you can think of that I can try to further ensure the stability of the configuration deployed by this latest installer? On Wed, Jun 19, 2013 at 10:07 PM, Michiel Beijen michiel.bei...@gmail.com wrote: Hi Bogdan, We switched to a newer version of mod_perl which was compiled by someone from apache; aparently with iconv and libapr versions that are causing all sorts of trouble. Very annoying. I created a 3.2.8 version based on the 'old' apache, mod_perl and strawberry, please let me know if it helps! http://users.otrs.com/~mb/otrs-3.2.8-win-installer-2.4.9.exe -- On Wed, Jun
Re: [otrs] Problem upgrading to 3.2.8 on Windows (cause?: old HTTPD binaries in latest installer?)
Hi Bogdan, We switched to a newer version of mod_perl which was compiled by someone from apache; aparently with iconv and libapr versions that are causing all sorts of trouble. Very annoying. I created a 3.2.8 version based on the 'old' apache, mod_perl and strawberry, please let me know if it helps! http://users.otrs.com/~mb/otrs-3.2.8-win-installer-2.4.9.exe -- On Wed, Jun 19, 2013 at 3:37 PM, Bogdan Iosif bogdan.io...@gmail.comwrote: Hi list, I'm trying to upgrade to 3.2.8, from 3.1.10, on Win 2008 R2 with SP1 and I'm running into an ugly problem that I think is related to the Apache config deployed by OTRS's Windows installer 2.4.8. I used this 3.2.8 package because I made the common sense assumption that its installer is more stable than the latest beta for OTRS's Windows installer 3.0.0. First, I performed a clean install (in a VM where Windows itself was freshly installed) using otrs-3.2.8-win-installer-2.4.8.exe. When it came time to run the web installer I instead switched to following instructions for the upgrade from here: https://github.com/OTRS/otrs/blob/rel-3_2_8/UPGRADING.md =Symptoms= Everything went OK with the upgrade up to, and through, step 12. Restart your services. When I reached step 13 and needed to start using OTRS's admin interface, I discovered the application is unusable because Apache's process crashes very suddenly after a few HTTP requests and OTRS is effectively shutdown afterwards. If I attempt to manually restart the Apache service then it crashes again very soon, following the same pattern. The Event Log contains some cryptic messages like: ==System Log== The Apache2.2 service terminated unexpectedly. ==Application Log== Faulting application name: httpd.exe, version: 2.2.22.0, time stamp: 0x4f242d7a Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x Exception code: 0xc005 Fault offset: 0x753a34c1 Faulting process id: 0x458 Faulting application start time: 0x01ce6cdea9707025 Faulting application path: C:\Program Files (x86)\OTRS\Apache\bin\httpd.exe Faulting module path: unknown Report Id: 3c668618-d8d2-11e2-b6da-000c29f4581a Faulting application name: httpd.exe, version: 2.2.22.0, time stamp: 0x4f242d7a Faulting module name: IPHLPAPI.DLL_unloaded, version: 0.0.0.0, time stamp: 0x4ce7b859 Exception code: 0xc005 Fault offset: 0x753a34c1 Faulting process id: 0x6bc Faulting application start time: 0x01ce6cdeb6fa43b4 Faulting application path: C:\Program Files (x86)\OTRS\Apache\bin\httpd.exe Faulting module path: IPHLPAPI.DLL Report Id: 3bfdbf74-d8d2-11e2-b6da-000c29f4581a =My Investigation= The following recent post (in German) describes almost the same exact problem that I have: http://stefan.pachlina.net/index.php?option=com_contentview=articleid=317:otrs-crash-apache-service-beendet-sich-ab-325catid=21:itblogItemid=42 Reading through Google Translate, I saw the author pinpointing the root cause to a faulty version of \OTRS\apache\bin\libapr-1.dll. He said the bad version is 1.4.5.0 and recommends instead either 1.3.6.0 or 1.4.6.0. Note that I currently have 1.4.5.0 in production and haven't ran into any problems. Also, I have no idea how the post author identified that DLL to be the problem. The output from httpd -v is identical between my prod (3.1.10) and test (3.2.8) envs but after doing a folder comparison I see a lot of differences in files from apache\bin. First, there are a lot of *.DLL and *.SO files that are different and the versions deployed with 3.2.8 seem a lot older (from 2009) than those deployed with 3.1.10 (from 2012). Here is a report (copy/paste in notepad to see it clearly): Name Version Size Modified Name Version Size Modified --- bin9`108`428 19-Jun-2013 15:52:38 bin28`155`388 19-Jun-2013 15:50:52 +libaprutil-1.dll 1.4.1.0 192`604 28-Jan-2012 12:15:46 +libaprutil-1.dll 1.3.8.0 188`49606-Jul-2009 23:21:36 +libapr-1.dll 1.4.5.0 139`347 28-Jan-2012 12:11:16 +libapr-1.dll 1.3.6.0 135`23906-Jul-2009 23:21:20 +libapriconv-1.dll 1.2.1.0 36`95828-Jan-2012 12:11:24 +libapriconv-1.dll 1.2.1.0 36`946 06-Jul-2009 23:21:24 +apr_dbd_oracle-1.dll 1.4.1.0 32`86828-Jan-2012 12:15:54 +apr_dbd_oracle-1.dll 1.3.8.0 32`856 06-Jul-2009 23:21:38 +apr_dbd_sqlite3-1.dll 1.4.1.0 28`77328-Jan-2012 12:15:52 +apr_dbd_sqlite3-1.dll 1.3.8.0 28`761 06-Jul-2009 23:21:38 +apr_dbd_pgsql-1.dll 1.4.1.0 28`77128-Jan-2012 12:15:56 +apr_dbd_pgsql-1.dll 1.3.8.0 28`759 06-Jul-2009 23:21:38 +apr_dbd_mysql-1.dll 1.4.1.0 28`77128-Jan-2012 12:15:58 +apr_dbd_mysql-1.dll 1.3.8.0 28`759 06-Jul-2009 23:21:38 +apr_dbd_odbc-1.dll
Re: [otrs] Lenght of System Log
Hi Ralf, What you see in the AdminLog GUI is actually a copy of the log, written to shared memory. This is only 32K long or so. The actual log is, depending on your settings in Admin SysConfig Framework Core::Log, written to a log file or to syslog. You'd be able to check old entries there. -- Mike On Mon, Jun 17, 2013 at 7:16 AM, Ralf Hildebrandt ralf.hildebra...@charite.de wrote: Is the lenght of the system Log (/otrs/index.pl?Action=AdminLog) limited? Is there a way of looking at old entries? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] clear text user password in external backend
Hi Adam,
On Thu, Jun 6, 2013 at 7:27 PM, Adam Moffett adamli...@plexicomm.net wrote:
I have an existing billing system where the user's passwords happen to be
stored in MSSQL in plain text. This is an existing system written by
another company and I am not at liberty to change it. Is there any way to
configure OTRS to use an external backend with plain text passwords?
I saw an old thread on the topic in the archives and the answer a few years
ago was No...any chance that's changed?
It should be possible, check this section of the documentation:
http://doc.otrs.org/3.2/en/html/external-backends.html#configuration-customer-auth-backend-db
You should set $Self-{'Customer::AuthModule::DB::CryptType''} to
'plain' in order to authenticate against the unencrypted passwords.
I *need* to add that storing unencrypted passwords is a high security
risk, and a bad idea, but I think you already know that!!
--
Mike
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Re: [otrs] OTRS on iPad Safari (Chrome)
Hi Jan, Maybe you already found out - but this issue has been fixed last week: http://bugs.otrs.org/show_bug.cgi?id=9105 https://github.com/OTRS/otrs/commit/10d418f66816fb0aae9c401f0d40c39afb8df3ee -- Mike On Mon, May 27, 2013 at 12:24 PM, Jan Řežab ho...@rezab.eu wrote: Hi all. I have problem with OTRS 3.2.2 in agent interface on iPad (iPhone) with Safari (and Chrome too). When I click on empty answer, Safari (Chrome too) freeze. I don't have any idea how debuge it. Can you help me? Thanks in advance Jan - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Installation documentation somewhat bias away from PostgreSQL
Hi Paul, You're right that most emphasis is on running OTRS on MySQL - but also most people deploy OTRS on MySQL. This could be just because the emphasis of the documentation of course... Although for upcoming OTRS 3.3 we have improved the web installer so you can also use it for deploying OTRS on PostgreSQL, Oracle or Microsoft SQL Server. I think the best instructions for how to deploy on PostgreSQL are here: https://github.com/OTRS/otrs/blob/rel-3_2/README.database.md If you have trouble with 'otrs' user on startup, this is because the PostgreSQL server typically uses 'ident' authentication by default on a stock install. This means the linux user id is used for database permissions; but apache typically does not run under the 'otrs' user that is running the cron jobs. You can fix it by changing the authentication mode of PostgreSQL (as pointed to in the link above). Alternatively you can also change the user that runs the web server. -- Michiel Beijen Senior Developer OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 I: http://www.otrs.com OTRS 3.2 - More than a Help Desk System – Process and Customer Management – Be an early bird with our special offer - http://j.mp/11TFPSr On Fri, May 31, 2013 at 10:26 AM, Paul Simons paul.sim...@onair.aero wrote: Hello I am trying to install OTRS over PostgreSQL, over CentOS. The documentation (although extremely good) is not a lot of help in my case . The emphasis is squarely on MySQL and the ‘installer.pl’ WEB GUI which ‘only works with MySQL’ :-( All other configurations are consigned to rather brief footnotes. Is there someone who has installed this variant and is willing to post a step-by-step guide? Specifically I am have trouble with ‘otrs’ user access permissions on start up. Regards ___ Paul Simons Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances is prohibited. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Installation documentation somewhat bias away from PostgreSQL
Hi Paul, On Mon, Jun 3, 2013 at 6:19 AM, Paul Simons paul.sim...@onair.aero wrote: Any chance of releasing the 'installer.pl' before the official date? I could test it for you ;-) We'll have beta's before the release as usual. Also, it's on github, so you could check it there if you want, you'll find it in the 'master' branch: https://github.com/OTRS/otrs/tree/master And if you want to test it out probably the easiest way is to use the beta of the Windows Installer which already contains a backport of the new Web Installer: http://www.otrs.com/en/open-source/community-news/release-notes-otrs-windows-installer-300-beta3/ -- 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
Re: [otrs] Google contacts database
If you want to write a CustomerUser backend your best choice will be to base you on this Perl module: https://metacpan.org/module/WWW::Contact::GoogleContactsAPI. See for the calls you need to support the existing DB and LDAP drivers. But writing anything like this is going to require some Perl skills! - 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] Support for redundant ODBC CustomerUser backends?
Hi Cyrille,
First of all, if you use a MySQL server it's typically better and faster to
connect via DBD::mysql rather than via ODBC.
Second, you'll want to use MySQL-proxy or a similar solution as a 'load
balancer' for your MySQL cluster.
https://launchpad.net/mysql-proxy
http://www.slideshare.net/KrisBuytaert/mysql-ha-alternatives-2010
That way from OTRS you connect to only one 'virtual' server.
If you'd define two data backends all queries typically hit all cluster
database nodes which seems very inefficient to me.
With the LDAP example you gave the 'failover' happens at connection time.
Within mod_perl typically the connection is not set up for each query but
only once and then is kept open by Apache::DBI.
Michiel Beijen
Senior Developer
OTRS BV
Schipholweg 103
2316 XC Leiden
The Netherlands
T: +31 71 8200 255
I: http://www.otrs.com
OTRS 3.2 - More than a Help Desk System – Process and Customer Management –
Be an early bird with our special offer - http://j.mp/11TFPSr
On Wed, Apr 24, 2013 at 4:56 PM, Cyrille Bollu cyrille.bo...@belnet.bewrote:
Hi list,
I'm trying to find out how I could setup OTRS to use a redundant ODBC
backend for CustomerUser objects.
I initially thought I could setup 2 backends pointing to 2 mirrored mysql
servers. But, it seems that OTRS' code dies with a nice HTTP 500 error when
a backend isn't available.
Has anyone already worked on such a setup?
I remember doing such a setup for agents authentication with an LDAP
backend using the following in config.pm:
# LDAP agent backend
my @ldaphosts = ('ldap2','ldap1');
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::**Host'} = \@ldaphosts;
...
And it seem to work fine at that time.
Now, is there an easy solution for ODBC backends?
Best regards,
Cyrille
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Re: [otrs] Support for redundant ODBC CustomerUser backends?
Hi Cyrille, On Thu, Apr 25, 2013 at 2:29 PM, Cyrille Bollu cyrille.bo...@belnet.be wrote: Of course, we don't use a MySQL server for our Customer data; That would have been too easy... ;-) So the proxy solution doesn't apply. (We use a MS-SQL non-clustered backend btw) I'm sorry, I don't know why I assumed MySQL. Based on this understanding, I think I'll go for a scripted import of CustomerUser and CustomerCompany data. This is of course always an option, and would probably be easiest. Customize OTRS so that it accepts a 2nd DSN to try to connect to in case it fails to connect to the primary one at application startup = Restarting the application would still be needed in case of backend failure. Yeah this could be possible. Add DBD::Multiplex support to OTRS = Doesn't seem well supported (no package in Ubuntu) Maybe the better module to use is DBIx::HA https://metacpan.org/module/DBIx::HA or DBD::Multi https://metacpan.org/module/DBD::Multi And one other option might be, that if the app you pull data from is HA, to create a customer backend for this specific app that uses its API, instead of raw SQL. -- Michiel - 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] Any other way to control the size of LogModule::LogFile except via LogModule::LogFile::Date?
It's a core module of perl (and in 'corelist') but beware: it is not
installed by default if you're on Windows.
You can add it afterwards using cpan, but not if your perl is in a path
containing spaces (such as when you installed using the OTRS installer in
C:\Program Files\OTRS)
In newer releases of the OTRS Windows installer I made sure Sys::Syslog is
installed, so you can use it if you want. Also I'd like to switch to using
the Windows event log by default in the 'future', meaning probably for OTRS
3.3.
--
Mike
On Tue, Mar 26, 2013 at 2:28 PM, Gerald Young cryth...@gmail.com wrote:
Sys::Syslog is a core module of perl. Changing the method to Syslog
$Self-{LogModule} = 'Kernel::System::Log::SysLog';
$Self-{'LogModule::SysLog::LogSock'} = 'eventlog';
Theoretically, you should be able to see if this works quite quickly.
On Tue, Mar 26, 2013 at 9:03 AM, Bogdan Iosif bogdan.io...@gmail.comwrote:
I'm running on Windows so I can't use neither SysLog or logrotate (I
think).
Do you know if OTRS holds a file lock on otrs.log?
Worst case I could write something that periodically checks this file's
size and when a threshold is reached it just moves it to some storage /
archive. I was hoping OTRS's code uses a logging framework - like log4* -
that can be configured to handle all these log file management options but
it looks like that's not the case.
On Tue, Mar 26, 2013 at 2:43 PM, Gerald Young cryth...@gmail.com wrote:
You don't have to use LogFile. You can use SysLog and handle that way,
even sending to Windows Event Viewer.
http://forums.otterhub.org/viewtopic.php?f=60t=16826
Or just use logrotate.
On Tue, Mar 26, 2013 at 5:59 AM, Bogdan Iosif bogdan.io...@gmail.comwrote:
Hi list,
I'm trying to keep the size of LogModule::LogFile in check in a better
way than allowed by configuring LogModule::LogFile::Date, which gives me
rollover to a new file every month.
A config that allows limiting the log file size (with overwrite when
threshold is reached or rolling over to a new file) is what I'm looking
for.
Does OTRS have something like that?
/bogdan
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Re: [otrs] DBUpdate-to-3.2 errors during upgrade from 3.1.12 - 3.2.2
Hi Ralf, On Mon, Mar 18, 2013 at 2:25 PM, Ralf Hildebrandt ralf.hildebra...@charite.de wrote: otrs:/opt/otrs# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql -p -f -u root otrs Enter password: ERROR 1091 (42000) at line 20: Can't DROP 'ticket_answered'; check that column/key exists the ticket_answered column does exist in OTRS 3.1 databases (otherwise the ticket API would not work); so if it's not there when you run the DBUpdate SQL this is probably because this is the second time you ran it? Also re. your remark of the Full Text Index. Also, the TABLE group_users had two full text indices which I had to remove due to the chamge from myisam - innodb. Full text indexes, really?? We never added those in OTRS code, many customers run on InnoDB and can't have those - or actually could not have those until MySQL 5.6. I think they might be added by your DBA... but they'll not be of much use unless you also implement the WHERE MATCH (fields) AGAINST (string) query somewhere in the OTRS code. -- 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
Re: [otrs] Merge problem
Hi Ugo It's a known issue: http://bugs.otrs.org/show_bug.cgi?id=6333 -- Mike On Tue, Mar 5, 2013 at 5:15 PM, Ugo Bellavance u...@lubik.ca wrote: Hi, I have a problem with merged tickets (http://thread.gmane.org/** gmane.comp.otrs.user/35440/http://thread.gmane.org/gmane.comp.otrs.user/35440/ ). I didn't have much time to investigate the issue until today and I fount interesting log entries. I found out that it had to do with the fact that I renamed the default Merged state. When I rename it back to Merged, I don't get any errors, but when I use another name for it (Fusionné, french translation), I get the errors below. Also, when renamed, the status of the child object remains Waiting for agent, while when not renamed, the status of the child object is Merged. I think that I may have the same problem with the pending auto close status. I don't have time to test right now and it is not something that we use a lot, but the last time I tested I think it happen something similar (ticket not close, error in the logs). For now I'll just change back the name of my merged status, but I'd be glad if the problem could be fixed. I'm running 3.0.13. Here is the error when we close the parent of a merged ticket when the merge status is not Merged ERROR: OTRS-CGI-36 Perl: 5.8.8 OS: linux Time: Tue Mar 5 11:03:44 2013 Message: State 'merged' not found! Traceback (27197): Module: Kernel::System::State::**StateGet (v1.48.2.1) Line: 246 Module: Kernel::System::Ticket::**TicketStateSet (v1.488.2.21) Line: 5564 Module: Kernel::System::Ticket::**StateSet (v1.488.2.21) Line: 8489 Module: Kernel::System::Ticket::**TicketMerge (v1.488.2.21) Line: 7179 Module: Kernel::Modules::**AgentTicketMerge::Run (v1.53) Line: 219 Module: Kernel::System::Web::**InterfaceAgent::Run (v1.58.2.3) Line: 862 Module: ModPerl::ROOT::ModPerl::**Registry::opt_otrs_bin_cgi_**2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::**default_handler (v1.89.2.1) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 [Tue Mar 5 11:03:44 2013] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/System/Log.**pm line 161. ERROR: OTRS-CGI-36 Perl: 5.8.8 OS: linux Time: Tue Mar 5 11:03:44 2013 Message: Need StateID or State! Traceback (27197): Module: Kernel::System::Ticket::**TicketStateSet (v1.488.2.21) Line: 5573 Module: Kernel::System::Ticket::**StateSet (v1.488.2.21) Line: 8489 Module: Kernel::System::Ticket::**TicketMerge (v1.488.2.21) Line: 7179 Module: Kernel::Modules::**AgentTicketMerge::Run (v1.53) Line: 219 Module: Kernel::System::Web::**InterfaceAgent::Run (v1.58.2.3) Line: 862 Module: ModPerl::ROOT::ModPerl::**Registry::opt_otrs_bin_cgi_**2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::**default_handler (v1.89.2.1) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Thanks - --**--**- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/**pipermail/otrshttp://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/**listinfo/otrshttp://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] How can I reset passwords for all customers?
Hi Bogdan, There is currently no such script in the framework. But I wrote this script a while ago, feel free to use it: https://gist.github.com/mbeijen/5082292 it works very similar to the current script for agents. The only difference is if you do not provide a password on the command line, it will generate one for you. In your case you'd need to get a list of customers out of the system and execute this script for every customer, using bash. HTH, Mike On Mon, Mar 4, 2013 at 12:38 PM, Bogdan Iosif bogdan.io...@gmail.comwrote: Hi, I need to perform a mass reset of all customer passwords, for security reasons (hundreds of accounts). Is there a shell script I can call to reset the password for each customer account? Can it be done directly from the database, without using Perl / OTRS framework? Thanks, Bogdan P.S:I thought this was the purpose of the otrs.SetPassword.pl script but it seems it only works for agent accounts. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Tickets not re-opening on customer reply.
Hi Vadim,
On Tue, Feb 26, 2013 at 8:48 PM, Vadim S. Goncharov vgoncha...@nic.ru wrote:
Lately it came to my attention that when a customer replies to a ticket
closed email the ticket is not re-opened; the customer receives a your
ticket has been updated message immediately followed by a your ticket has
been closed message. The ticket state remains resolved (re-named from
closed successful). We are running 3.2.1.
Precisely because you've renamed it. The code's one of conditions is:
$Ticket{StateType} =~ /^close/
It is hardcoded (bad programming practice), so you have to rename back or
patch Kernel/System/PostMaster/FollowUp.pm.
I'm sorry but here you see the state TYPE, not the state. You can
rename states all you want, you'll need to update the configuration,
but you need not mess with the code.
State TYPES are different and you should not rename them; you can not
do that without direct DB access anyway, they are internal and they
are never displayed to users.
--
Mike
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Re: [otrs] OTRS now on github
There are a multitude of .gitignores all over the place https://github.com/OTRS/otrs/blob/master/Kernel/.gitignore for instance ignores Kernel/Config.pm You can run OTRS from Git and have it ignore var/article, log files, etc. This is also how it would work on developer systems, we want to ignore any non-framework files. It does not ignore FAQ and ITSM, and it might be rather difficult to do that correctly. Actually, I don't see how this could be done properly. For instance, ITSM modifies Service.pm but if we would add this to .gitignore it will never show if we make changes, even if we do not run ITSM at all. -- Mike On Mon, Feb 25, 2013 at 6:19 PM, Steven Carr sjc...@gmail.com wrote: Nope, still not in the tree. If you look at https://github.com/OTRS/otrs/blob/master/.gitignore there is nothing in there ignoring Config.pm, GenericAgent.pm, Ticketcounter.log, /var data directories etc. etc. The support module has been ignored but it would be good if other modules could be ignored aswell (FAQ for example). Steve On 25 February 2013 15:59, Martin Gruner martin.gru...@otrs.com wrote: Hi Steve, that should be the case now, can you try? We already received 5 pull requests, amazing! Regards, mg - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Unable to hit to RPC.pl
You should enable SOAP username and password in sysconfig, you can not use agent credentials in rpc.pl. Hth, Mike Op 15 feb. 2013 08:12 schreef Jignesh Kakka (jkakka) jka...@cisco.com het volgende: I created following SOAP message and tried to hit to RPC.PL ** ** ** ** SOAP-ENV:Envelope xmlns:SOAP-ENV= http://schemas.xmlsoap.org/soap/envelope/; xmlns:enc= http://schemas.xmlsoap.org/soap/encoding/; xmlns:env= http://schemas.xmlsoap.org/soap/envelop/; xmlns:xsd= http://www.w3.org/2001/XMLSchema; xmlns:xsi= http://www.w3.org/2001/XMLSchema-instance; SOAP-ENV:encodingStyle= http://schemas.xmlsoap.org/soap/encoding/;SOAP-ENV:Header/SOAP-ENV:BodyDispatch xmlns=/CoreUsername xsi:type=xsd:stringroot@localhost/UsernamePassword xsi:type=xsd:stringroot/PasswordObject xsi:type=xsd:stringTicketObject/ObjectMethod xsi:type=xsd:stringTicketGet/MethodParam1_Name xsi:type=xsd:stringTicketID/Param1_NameParam1_Value xsi:type=xsd:int1/Param1_Value/Dispatch/SOAP-ENV:Body/SOAP-ENV:Envelope ** ** ** ** ** ** I got null response without an error message ** ** ** ** When I try to query through Generic interface, it works fine(Note : The soap structure is different for generic interface). But RPC.PL doesn’t works ** ** I tried following https://github.com/gtudan/OTRS-Client and http://sastriawan.blogspot.com/2010/01/using-javaxxmlsoap-to-access-otrs-soap.html ** ** ** ** But they didn’t work. ** ** ** ** Please guide me on this. ** ** ** ** Thanks, Jignesh - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] OTRS localisation and language not working completely
Hi Pete, You should not 'download the language pack', all 30+ translations are inlcuded in the Kernel/Language directory of your OTRS system. Not all languages are equally complete though. Some are well-maintained, some have not been maintained for a little while, some for a little longer. you can see the translation status here: http://lists.otrs.org/pipermail/i18n/2013-January/000729.html Note that a large part of the translation tags are 'sysconfig settings'. For instance, in Dutch, the translation is complete for the Customer, Agents, and Admins, only the majority of the Sysconfig settings are not translated in Dutch. This means, if you use OTRS in Dutch localization, you'll only find English words in SysConfig, as the OTRS Administrator. Dutch is marked as 70% complete, so apparently at least 30% of all translation tags are sysconfig tags. Finnish is marked as 44% complete, so it's pretty safe to assume lots of words are not translated in the Finnish language. If you want to work on the translation files, please always work on the last version from source code control (http://source.otrs.org/viewvc.cgi/otrs/Kernel/Language/fi.pm) - put it on your own system so you can test it - and send us back the file so we will integrate it in the next OTRS release. On our web site we have a PDF that contains information for how to update and contribute translations in OTRS:http://www.otrs.com/en/open-source/contribute/ -- Mike On Wed, Feb 13, 2013 at 2:12 PM, Pete nyf...@gmail.com wrote: Hi, sorry, for some reason the whole mail seemed not to come to list. Below is the whole mail: I'm a new to this list so Hello everyone. I've got a problem using Finnish language pack on otrs 3.2.1. I've downloaded it from http://fossies.org/unix/misc/otrs-3.2.1.tar.gz:a/otrs-3.2.1/Kernel/Language/fi.pm . The problem is that not everything is translated on the pages but some of the texts are. I did a quick check from fi.pm where the translations are and noticed that even if translation is found from that file, it's not translated on the page. Could anyone help? Thanx. ~pete On Wed, Feb 13, 2013 at 2:58 PM, Shawn Beasley shawn.beas...@otrs.com wrote: Hi, On Feb 13, 2013, at 1:57 PM, Pete nyf...@gmail.com wrote: I've got a problem using Finnish language pack on otrs 3.2.1. I've downloaded ? What for a problem ? -- Shawn Beasley - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] changing a label in 3.1.x
Hi Steve, The best way to go about it is to change it in a custom translation file. See here: http://doc.otrs.org/developer/3.1/en/html/contributing.html#custom-translation-file You could have a custom translation file that translates the word Service Level Agreement to Severity Type and this makes sure that everywhere in the front end this string is used, no matter what DTL file it comes from, your string is used instead. HTH, Mike On Wed, Feb 13, 2013 at 6:09 PM, Steve Clark scl...@netwolves.com wrote: Hello, Could someone clue me in on the correct way to change a label that appears when working with a ticket. Example I want to change Service Level Agreement to like Severity type . I see that this appears in the following file in Kernel/Output/HTML/Standard AAATicket.dtl AdminGenericAgent.dtl AgentTicketActionCommon.dtl AgentTicketEmail.dtl AgentTicketMasterSlave.dtl AgentTicketOverviewMedium.dtl AgentTicketOverviewPreview.dtl AgentTicketPhone.dtl AgentTicketPrint.dtl AgentTicketSearch.dtl AgentTicketZoom.dtl Should I copy these to my own Theme dir and change them or is there one file I can change to accomplish this. -- Stephen Clark *NetWolves* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.cl...@netwolves.com http://www.netwolves.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 - 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] Can't connect to: http://otrs.org/product.xml (500 Can't connect to otrs.org:80 (Connection refused))
Hi, On Wed, Feb 6, 2013 at 5:15 PM, Israel Garcia iga3...@yahoo.com wrote: I have OTRs server behind a proxy server. How do I say OTRS to use our proxy server? I also setup HTTP_PROXY variable and it does not work. Please go to Admin SysConfig Framework Web::UserAgent and configure the proxy server there. HTH, Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 I: http://www.otrs.com OTRS 3.2 - More than a Help Desk System – Process and Customer Management – Be an early bird with our special offer - http://j.mp/11TFPSr - 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] Can't connect to: http://otrs.org/product.xml (500 Can't connect to otrs.org:80 (Connection refused))
Hi, On Wed, Feb 6, 2013 at 5:40 PM, Israel Garcia iga3...@yahoo.com wrote: Very nice, only one question, does it admit user/password with the URL, I mean: http://myuser:passwd@myproxy:myport/ Have you tried? Yes it does! -- Michiel - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] OTRS freeze tickets its creation time is future than server time
Typically, the best way to keep time in sync on VMWare guests is by installing and using VMware tools. On Sat, Feb 2, 2013 at 8:19 PM, Steven Carr sjc...@gmail.com wrote: You shouldn't need to use cron to keep your time in sync, you can just install ntpd and configure it to synchronise time with at least 3 global NTP servers (see pool.ntp.org). But you might want to find out why your clock keeps losing time in the first place as that could indicate bigger issues with the CPU/server motherboard itself. As for fixing the problems with OTRS, as these seem to be time dependant, fix the time part first and then see if you still have issues with OTRS. Steve On 2 February 2013 18:36, Esteban Monge este...@nuevaeralatam.com wrote: Hello: I have problems with OTRS, we have Debian GNU/Linux in ESX with a cron task for sync time with ntpdate, runs each five minutes, I configured php with timezone (America/Panama). But for any reason time in machine changes, if between five minutes of next ntpdate update OTRS receive a new ticket and have new tickets with out attendance, Dashboard will be freeze, new ticket don't can showed and actual new ticket can be closed but still in Dashboard with negative time until server sync with the hour that OTRS thinks was created. I need two solutions, first a correct way to mantain the hour with out modifications and/or a possible fix for OTRS. Thanks a lot - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Upgrade to 3.2 problems and questions
Hi, On Fri, Feb 1, 2013 at 9:31 AM, Martin Gruner martin.gru...@otrs.comwrote: Am 31.01.13 18:35, schrieb Bianchi Massimo: 1) missing new ticket in customer interface Apparently I have not the “new ticket” in customer web interface – quite strange ! I tested it with standard theme…. The Ticket menu in the customer interface is supposed to be clickable, a submenu should open. If that is not the case, you might be missing some JavaScript loaded on the page. That could be caused by your permission problem with SysConfig. It could also be you customized one of the settings under Frontend::Customer::ModuleRegistration in SysConfig. Navigate to Admin SysConfig Ticket Frontend::Customer::ModuleRegistration and click the circular arrows to load the bundled settings. Can you let us know if this fixes your issue? Note that the New Ticket button is in a drop-down menu in OTRS 3.2.x: [image: Inline image 1] -- Mike 2013-02-01 09_51_41-MyTickets - Ticket - OTRS.png- 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] 3.2.1 upgrade ERROR 1091 Can't DROP 'ticket_answered';
Did you run the upgrade script twice? The ticket_answered column really should have been available in the Ticket table, although it was no longer used. -- Mike On Tue, Jan 29, 2013 at 12:39 PM, Marco Vannini marco.vann...@gmail.comwrote: Did anyone got this during ]# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql otrs ERROR 1091 (42000) at line 20: Can't DROP 'ticket_answered'; check that column/key exists Can I go on ? I'm upping from a 3.1.6. thank you in advance. MV - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] 3.2.1 upgrade ERROR 1091 Can't DROP 'ticket_answered';
Marco: I had to comment out some row before the one failed -- I'm not sure what you mean here. Glad it worked for you... I think? -- Michiel On Tue, Jan 29, 2013 at 1:22 PM, Marco Vannini marco.vann...@gmail.comwrote: Hi Michiel, Yes, I tryed and obviously I had to comment out some row before the one failed but than I encountered the same on other indexes ...really strange, but than, the .pl has gone without problems. [root@HMCVR0004 otrs]# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql otrs ERROR 1091 (42000) at line 7: Can't DROP 'group_read'; check that column/key exists [root@HMCVR0004 otrs]# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql otrs ERROR 1091 (42000) at line 19: Can't DROP 'other_write'; check that column/key exists [root@HMCVR0004 otrs]# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql otrs ERROR 1091 (42000) at line 20: Can't DROP 'ticket_answered'; check that column/key exists [root@HMCVR0004 otrs]# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql otrs ERROR 1091 (42000) at line 25: Can't DROP 'article_flag_create_by'; check that column/key exists [root@HMCVR0004 otrs]# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql otrs ERROR 1091 (42000) at line 27: Can't DROP 'ticket_queue_view'; check that column/key exists [root@HMCVR0004 otrs]# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql otrs [root@HMCVR0004 otrs]# scripts/DBUpdate-to-3.2.pl Migration started... Step 1 of 9: Refresh configuration cache... If you see warnings about 'Subroutine Load redefined', that's fine, no need to worry! done. Step 2 of 9: Check framework version... done. Step 3 of 9: Cleanup UserPreferences... done. Step 4 of 9: Updating toolbar configuration... done. Step 5 of 9: Updating AgentTicketZoom window configuration... done. Step 6 of 9: Dropping obsolete columns from article_search... Check if columns exist. Columns found, drop them. ALTER TABLE article_search DROP a_freetext1 ALTER TABLE article_search DROP a_freetext2 ALTER TABLE article_search DROP a_freetext3 ALTER TABLE article_search DROP a_freekey1 ALTER TABLE article_search DROP a_freekey2 ALTER TABLE article_search DROP a_freekey3 done. Step 7 of 9: Migration cache backend configuration... done. Step 8 of 9: Clean up the cache... done. Step 9 of 9: Refresh configuration cache another time... If you see warnings about 'Subroutine Load redefined', that's fine, no need to worry! done. Migration completed! On Tue, Jan 29, 2013 at 1:11 PM, Michiel Beijen michiel.bei...@gmail.comwrote: Did you run the upgrade script twice? The ticket_answered column really should have been available in the Ticket table, although it was no longer used. -- Mike On Tue, Jan 29, 2013 at 12:39 PM, Marco Vannini marco.vann...@gmail.comwrote: Did anyone got this during ]# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql otrs ERROR 1091 (42000) at line 20: Can't DROP 'ticket_answered'; check that column/key exists Can I go on ? I'm upping from a 3.1.6. thank you in advance. MV - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] NLB (load balancing) OTRS
On topic of big databases: databases store data. Binary data is still data. I do understand that large databases means large backups and thus long backup time but if you have the data on disk you also have the data and you need to back it up as well. So to some extent it is: your database is large, so this is a problem. You extract the attachments to the file system. Now you have two problems... So it doesn't really matter all that much where you keep it. With all DBMSses you can move certain tables to other data locations, on other, slower partitions if you want. Also for synchronizing data you can decide to not synchronize the couple of tables containing attachments. But of course you could use a file system as well. Then there is the topic of the ticket number generator. This currently uses a file lock to make sure it does not generate duplicates. I implemented for a custom project a generate that uses the database instead of file locking. Also, there is caching. The fist time OTRS builds a service list, or any other list, this comes from an SQL query to the database. Then this is stored on a disk cache to offload the database. The next time this list is needed, OTRS checks the disk first and uses this result. Caching is done on the application server side. If someone adds a service, or in general updates a record, the cache is expired. Now if you cache on disk, cache on your app servers will go out of sync. We have developed a memcached back end for these kind of scenarios, it will provide a distributed cache for use by multiple frontend servers. You can get it as a Feature Add On for subscription customers. About sessions, you should use sticky sessions and choose a time bigger than the OTRS max session time for this. There are some more topics to OTRS on multiple frontend servers. We are available for help, if needed! -- Mike Thanks for the input. I placed my replies inline. Have a look please. On Tue, Jan 29, 2013 at 7:29 PM, Steven Carr sjc...@gmail.com wrote: Regarding system IDs... you couldn't give each system it's own system ID, otherwise they would function as distinct systems (each system wouldn't be able to act on tickets generated by the other etc.). Shared systems would have to share the same system ID. bogdan: Thanks for this info. I was under the impression the SystemID is used by OTRS only when deciding which emails to process from an assigned inbox via PostMaster And OTRS sessions can be stored either in the DB (by default) or the filesystem, so not sure why that would be an issue? bogdan: Let me just clarify what I mean. I assumed OTRS *requires* sticky user sessions (aka all http request/responses from a given user session need to pass through the same app server). This is required by web apps that hold user session data in memory or on disk between http request/responses. I assumed OTRS requires sticky user sessions because I saw a lot of generated files in /var subdirs. Can I conclude OTRS actually stores *all* user session specific data in the database, between response/requests? My impression was that it stores just a list of sessions so that an admin can see them in the admin UI. With the does last DB write always win, if the write was committed then yes, it's committed to the database, I don't really understand what your question is, that is how a database works? whether or not the last commit was successfully synchronised to other database servers will entirely depend on your database clustering configuration. bogdan: I'll explain what I meant. Many apps supporting heavy concurrent usage implement entity versioning. This means that when the app reads a document from the db (such as a ticket) it also reads its version. The user changes the entity in the web UI and when the user saves the change the app first checks the version of the entity to ensure it is still the same as when it was initially read. If the versions differ, the app either throws an error or does something more elegant to reconcile the differences. What's important is that in this way the app protects against silently losing changes. I was aiming to find if OTRS does entity versioning when I asked Does last db write always win? and I mainly asked because I saw many tables saving a change time for each row. The change time could be used for entity versioning. I don't see why you couldn't have multiple front end web servers and a clustered database in the backend, and I'm not aware of any hard and fast rules that dictate you can't store articles in the DB once you reach a certain size, yes you are possibly going to run into some performance issues (maybe, depends on how tuned your DB is) and it will be quite a chunk of data to backup. Generally for the front end you will need at least 4 servers (2 load balancers sharing an additional virtual IP and the 2 web servers you want to load balance) queries hit the virtual IP and the LB node proxies the connection to one of the
Re: [otrs] OTRS statistics with ticket owner?
Hi Jurjen, You'll have to activate it in SysConfig: Framework - Frontend::Agent::Stats = Stats::UseAgentElementInStats = yes This is because OTRS is by origin German, and in Germany it can be forbidden to track performance of your individual employees Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com It's raining ... OTRS Feature Add-Ons: Choose up to 10 OTRS Feature Add-Ons for free and get direct support from the creators of OTRS – Become a Subscription customer now ! - http://j.mp/OBoPuj On Wed, Jan 16, 2013 at 4:00 PM, Jurjen Verhoeff jverho...@beckhoff.nlwrote: Hi list, ** ** We use OTRS 2.4.7 ** ** We want to generate an overview with the open tickets and see who handles that ticket. ** ** - Is it possible to create a report (with the Statistics module) and have the ticketowner in the report? I do not see the ticketowner field in the selction list when creating a stat. ** ** Thanks for you help, Jurjen Verhoeff ** ** - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] respect foreign ticket IDs
Hi Jan, What you're asking for is exactly what our External Ticket Number Recognition Feature Add-On does: http://www.otrs.com/en/software/otrs-help-desk/features/otrs-feature-add-ons/feature-add-on-external-ticket-number-recognition/ Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com It's raining ... OTRS Feature Add-Ons: Choose up to 10 OTRS Feature Add-Ons for free and get direct support from the creators of OTRS – Become a Subscription customer now ! - http://j.mp/OBoPuj On Wed, Jan 16, 2013 at 8:52 AM, jan.dre...@bertelsmann.de wrote: Hi David, ** ** your solution sounds easy and I think I would be able to write such a script, thanks! But: On one hand I don’t like the idea of spreading this work away from the OTRS, on the other hand I _*don’t*_ control the mail server. I _*could*_ do a fetchmail/procmail solution though, if nothing else works. ** ** Regards Jan Dreyer IT Administrator / Operations Team / M-IT OMS ** ** *Von:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *Im Auftrag von *David Boyes *Gesendet:* Dienstag, 15. Januar 2013 16:47 *An:* User questions and discussions about OTRS. *Betreff:* Re: [otrs] respect foreign ticket IDs ** ** ** ** I think that’s Utopia, isn’t it? Are there any other ways? Do I have to modify the sources to let OTRS recognize the foreign numbers? ** ** I would do this outside OTRS. If you control the mail server that receives mail for OTRS, give the client a specific alias for the automated reports and make sure their ticket number is in the Subject line. Write a script that extracts the subject line, parses out the foreign ticket # and looks it up in a database table. If not found, make an entry, and use the SOAP interface to create a ticket in OTRS. Capture the ticket # and put in the database table. If the foreign ticket # IS found, append it to the OTRS ticket # recorded in the database table. ** ** No OTRS magic required, and no additional configuration to carry over to the next version of OTRS. Also pretty much transparent to the client, and can be easily replicated for multiple clients. ** ** - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Customer AutoComplete
Hi Nick, The fields thaw are searched are defined in your customer data source configuration. You might use the built in database to read customer data, or for instance an LDAP source, or a combination. Modify the data source configuration so the correct fields are searched and displayed. If you use the built in database, copy the relevant section from Kernel/Config/Defaults.pm into Kernel/Config.pm and modify it there, so it does not get overwritten on upgrades. -- Mike Op 27 dec. 2012 22:41 schreef Nick Lapp nick.l...@imesd.k12.or.us het volgende: Sorry if this has been answered before, but I’ve been searching and haven’t found anything. Is it possible to make the customer auto complete box on the new ticket pages search by first name, last name, and email address? Right now it is only searching on email address. ** ** Thank you! ** ** Nick ** ** OTRS 3.1.12 - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Fetching mails from Lotus Domino without POP/IMAP access
You could configure an MTA such as Postfix on the OTRS server, accepting emails for supp...@otrs.yourdomain.com and pipe this directly into OTRS. Then, you can configure on the Lotus Notes side to forward all mail to this address: http://robpegoraro.com/2011/06/08/lotus-notes-liberation-how-to-forward-everything-to-gmail/ It would still not be the most elegant solution, it would require a bit of configuration, but it'll work fine! On Tue, Dec 18, 2012 at 5:09 PM, David Boyes dbo...@sinenomine.net wrote: If they’ve got the Notes server locked down that severely, you’re pretty much stuck. The Notes replication protocol is not published, and the only thing that will provide a OTRS server access to that internal resource is the Notes POP/IMAP server. ** ** Your only option is pretty much getting them to designate a separate Notes server for use only by OTRS and enabling POP/IMAP on that server. If they designate it as a separate organizational unit in the Notes directory and turn on full message logging on that server, then they should be able to make the case to the auditors that the designated server is a controlled access point and they have sufficient audit trails for any messages sent. It will run very slowly if you have the full audit log turned on in Notes, and cost them a Notes server license and a separate machine/virtual machine – not cheap, but that’s the price for using a totally closed proprietary email system. ** ** ** ** ** ** *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *Gabriele D'Andrea *Sent:* Tuesday, December 18, 2012 9:46 AM *To:* otrs@otrs.org *Subject:* [otrs] Fetching mails from Lotus Domino without POP/IMAP access ** ** Hi, I need to configure OTRS for fetching emails from a Lotus Domino server. * *** Unfortunately, the Domino server cannot be configured for use with IMAP or POP3 protocols. Whats' more, even forwarding emails to a different account on another domain is not an option. These limitations depend on severe company policies, that I cannot superseed. Is there a way to allow OTRS fetching mails from Domino, using the native domino protocol? Alternatively, is there some kind of sowtware that can act as a gateway to the domino server? Thank you very much for any kind of support -- *Gabriele D'Andrea * - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Using soap to create faq item from csv file
Hi, The SOAP (Generic Interface) functionality for the FAQ module is only available from OTRS 3.2 on.Please refer to the Generic Interface documentation and the WSDL for more details: http://source.otrs.org/viewvc.cgi/FAQ/scripts/webservices/GenericFAQConnector.wsdl?revision=1.1view=co However, there is also a FAQImport.pl script that you can use to import directly, I think it will be the easiest way for you. -- Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com It's raining ... OTRS Feature Add-Ons: Choose up to 10 OTRS Feature Add-Ons for free and get direct support from the creators of OTRS – Become a Subscription customer now ! - http://j.mp/OBoPuj On Thu, Dec 13, 2012 at 10:02 AM, Bruno Cardon bruno.car...@ugent.bewrote: Hi Is there any information available / example on how to create a faq item using the soap interface. We are using otrs 3.1.10 and FAQ 2.1.3 We need to import a external database (csv-file with language- question - solution) into the otrs faq and want to this using php and soap. I find this in faq.pm, but don't know / find where to put the language - question - solution of the faq item =item new() create a faq object use Kernel::Config; use Kernel::System::Encode; use Kernel::System::Log; use Kernel::System::Main; use Kernel::System::DB; use Kernel::System::Time; use Kernel::System::FAQ; my $ConfigObject = Kernel::Config-new(); my $EncodeObject = Kernel::System::Encode-new( ConfigObject = $ConfigObject, ); my $LogObject = Kernel::System::Log-new( ConfigObject = $ConfigObject, ConfigObject = $ConfigObject, ); my $LogObject = Kernel::System::Log-new( ConfigObject = $ConfigObject, EncodeObject = $EncodeObject, ); my $MainObject = Kernel::System::Main-new( ConfigObject = $ConfigObject, EncodeObject = $EncodeObject, LogObject= $LogObject, ); my $TimeObject = Kernel::System::Time-new( ConfigObject = $ConfigObject, LogObject= $LogObject, ); my $DBObject = Kernel::System::DB-new( ConfigObject = $ConfigObject, EncodeObject = $EncodeObject, LogObject= $LogObject, MainObject = $MainObject, ); my $FAQObject = Kernel::System::FAQ-new( ConfigObject = $ConfigObject, EncodeObject = $EncodeObject, LogObject= $LogObject, DBObject = $DBObject, TimeObject = $TimeObject, MainObject = $MainObject, ); =cut --**--**- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/**pipermail/otrshttp://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/**listinfo/otrshttp://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs-de] nach dem Update von p5-IO-Socket-SSL wird zyklisch ein Hinweis generiert
Bitte Entschuldigung for my inability to speak German; What you see is a warning, not an error. This means that you can ignore it and the system still works. Currently if you would retrieve emails via IMAPS the certificate on the server is not checked; this means the traffic is encrypted but it could be that someone would trick you into authenticating to a fake server which would possibly expose your IMAP password and data. This is the 'Man in the Middle-attack' which is stated in the message. With the new IO::Socket::SSL version it now is also possible to force the check of the CA of the certificate; this is nice because can prevent these attack types; however it would mean that everyone with an internal mail server with a self-signed certificate would have a problem fetching mail. Of course we could create a GUI to manage the keyring or store certificate exceptions, but this would be lots of work. So I think, for now, we should turn off the warning by default, or maybe make it configurable. The authors of the IO::Socket::SSL module will switch the default in the near future to always verify, so if you would update the module and you happen to have a self-signed cert your OTRS will break if we do not make a change! https://www.metacpan.org/source/SULLR/IO-Socket-SSL-1.81/Changes Kindest regards from Hessen, Michiel Beijen OTRS Group If anyone else would have g On Thu, Dec 6, 2012 at 9:25 AM, Stefan Sabolowitsch stefan.sabolowit...@felten-group.com wrote: Hallo noch mal, hat da jemand eine Idee ? Ich sehe das bei allen Distributionen (*nix) es dieses Upgrade gab und einige andere Applikation die IO-Socket-SSL nutzen ebenfalls diese Meldung bringen. Habe hier OTRS 3.1.7 + ITSM Danke und Gruß Stefan Sabolowitsch #-#-#-#-#-#-#-#- Hallo zusammen, nach dem Upgrade von p5-IO-Socket-SSL-1.77 wird zyklisch beim E-Mails abholen dieser Hinweis generiert. *** Using the default of SSL_verify_mode of SSL_VERIFY_NONE for client is depreciated! Please set SSL_verify_mode to SSL_VERIFY_PEER together with SSL_ca_file|SSL_ca_path for verification. If you really don't want to verify the certificate and keep the connection open to Man-In-The-Middle attacks please set SSL_verify_mode explicitly to SSL_VERIFY_NONE i your application. *** at /usr/local/otrs/Kernel/cpan-lib/Net/IMAP/Simple.pm line 152 Irgend eine Idee. Danke und Gruß Stefan Sabolowitsch - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs] Cross-Site Request Forgery(CSRF)
Hi ravi, Please report security issues to secur...@otrs.org Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com It's raining ... OTRS Feature Add-Ons: Choose up to 10 OTRS Feature Add-Ons for free and get direct support from the creators of OTRS – Become a Subscription customer now ! - http://j.mp/OBoPuj On Thu, Dec 6, 2012 at 6:02 AM, ravi shanker rshanker...@yahoo.com wrote: Hi, we are hosting otrs in internet and our testing team found CSRF issue with otrs in customer FAQ tab..how to resolve this. Ravi Shankar - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] RPM repo (was: FW: OTRS 3.2 beta – statement from Manuel Hecht, Vice President Global Software Development)
Hi David, Thanks for the suggestion - I appreciate your concern. Better packaging has been long on our wish list but the list is long and the amount of hours in a day is not. Anyway, to be able to pull this off the upgrade process for patch level updates should be fool proof and should not require manual actions. Currently, it would still require manual reinstallation of packages via the OTRS package manager in case you are using ITSM, for instance. This should be taken care of by the RPM. That is totally fixable. And we should create different repositories for the different minor revisions, so if you would like to upgrade from OTRS 3.1 to 3.2 you could do that by changing your package repository and running yum upgrade plus any post install actions, and if you would not change the repo you will keep on receiving 3.1.x updates. One other topic is that we currently do not ship with an SELinux profile, which forces people to set selinux to permissive. Would there be any RHEL syadmin that can help with the SElinux profile? Would there be people interested in testing such an RPM repo? -- Mike. Op 27 nov. 2012 16:35 schreef David Boyes dbo...@sinenomine.net het volgende: A suggestion: ** ** Something that would be really helpful if you’d like to encourage beta testing: a network-accessible repository (either yum or apt, preferably both) that can be added to a system, and then used to install, eg a repository definition file that can be retrieved with wget, and then being able to do ‘yum update; yum install otrs’. This is enterprise software, and the “download a RPM and figure out how to bolt it into the various install systems” is a real PITA. ** ** At least for the RPM variants, you just need to take the dir that contains the RPM and run ‘createrepo’ on it. It’s a little more work for Debian based systems, but IMHO it would REALLY help the uptake on beta testing. It’s also becoming a hallmark of a serious enterprise application to operate this way. ** ** *Feed:* OTRS Community Blog *Posted on:* Monday, November 26, 2012 6:54 AM *Author:* Mike *Subject:* OTRS 3.2 beta – statement from Manuel Hecht, Vice President Global Software Development ** ** On 30th October, we have released beta 1 of OTRS 3.2. Today we have released the third betahttp://www.otrs.com/en/open-source/community-news/releases-notes/release-notes-otrs-help-desk-320-beta3/, together with beta’s of our ITSM modules. After some more beta releases we’ll finally release the stable release on January 29th, 2013. One of the new features Shawn already showed in an earlier blog post http://blog.otrs.org/2012/10/29/something-is-brewing-on-the-horizon/is the all-new Customer Information Center. One other feature we’ll write more about in the upcoming weeks is the new Process Management features, with a nice GUI where you can design interfaces and actions. Apart from that, we have the usual smaller and bigger performance- and UI improvements. Below a video statement from Manuel Hecht, our Vice President Global Software Development, who talks about the new OTRS 3.2 release and more. Please try out the betahttp://www.otrs.com/en/open-source/community-news/releases-notes/release-notes-otrs-help-desk-320-beta3/now. We recommend that you do not use this software in production yet, although we are ‘dogfooding’ ourselves and have upgraded our internal portal to 3.2.x recently. But installing it on a test environment is absolutely something you could consider, and plan your move to 3.2 accordingly. Obviously, OTRS Group can support you with upgradinghttp://www.otrs.com/en/solutions/services/if you want, just contact us to discuss. And if you are an existing customer with a Professional or Enterprise subscriptionhttp://www.otrs.com/en/solutions/subscriptions/, we’ll perform your upgrade free of charge. View article...http://blog.otrs.org/2012/11/26/otrs-3-2-beta-statement-from-manuel-hecht-vice-president-global-software-development/?utm_source=rssutm_medium=rssutm_campaign=otrs-3-2-beta-statement-from-manuel-hecht-vice-president-global-software-development - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] reg: session cookie to set as secure
Hi Ravi, What version of OTRS are you using? OTRS versions 2.4.13 and up, 3.0.12 and up and 3.1.0beta2 and up have secure cookies if you set HttpType to 'https' in SysConfig. For this to work correctly it also requires that you use an SSL certificate and configure SSL on your web server. Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com It's raining ... OTRS Feature Add-Ons: Choose up to 10 OTRS Feature Add-Ons for free and get direct support from the creators of OTRS – Become a Subscription customer now ! - http://j.mp/OBoPuj On Wed, Nov 28, 2012 at 3:32 AM, ravi shanker rshanker...@yahoo.com wrote: Hi i need help to set session cookie as secure as this one of recommendation from our testing team. Ravi Shankar - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] [dev] postmaster pre-filter: search in tickets
Hi Peter, On Thu, Oct 25, 2012 at 3:47 PM, Peter Tester rag4711-o...@yahoo.de wrote: I wrote an postmaster pre-filter that searches in the tickets for an existing external ID, if it's existing a new article to this ticket is added. Otherwise a new ticket is added. My problem is that I have to define the Agent ID (UserID) in the Ticketsearch function in the pre-filter. How can I handle searches in all tickets and not only supportef by the selected agent? This is nice. I think you know we have a Feature Add-On available that does exactly the same? http://www.otrs.com/en/software/otrs-help-desk/features/otrs-feature-add-ons/feature-add-on-external-ticket-number-recognition/ If you want to use the TicketSearch function for system stuff, such as Postmaster filters, use UserID 1, which is hard-coded in the system to see all tickets. You'd see this in use throughout the complete code base. -- 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
Re: [otrs] Can't get IMAPS/POPS Mail and Can't Connect to http://otrs.org/product.xml
Hi Derek, This would be already fixed in more recent OTRS's. Please try replacing Kernel/System/MailAccount/IMAPTLS.pm with this version: http://source.otrs.org/viewvc.cgi/otrs/Kernel/System/MailAccount/IMAPTLS.pm?revision=1.1.2.1view=markup ref: http://bugs.otrs.org/show_bug.cgi?id=8568 Feedback would be nice! -- Mike On Fri, Oct 5, 2012 at 1:56 PM, Derek Kiely dki...@kemptechnologies.com wrote: Hi All, I have a number of issues with OTRS (3.1.7) - which just started happening, no changes were made to OTRS. First up I get this message on the dashboard Can't connect to: http://otrs.org/product.xml (500 Can't connect to www.otrs.com:80 (Bad hostname)) I can get this via wget from the otrs command line. Also I am not receiving any mail via POPS/IMAPS mails into OTRS. When I click fetch mail option under PostMaster Mail Accounts I get a message saying that I can't to the server. When I look at the syslog messages I see the following Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, email no 8 is empty! Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, email no 7 is empty! Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, email no 6 is empty! Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, email no 5 is empty! Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, email no 4 is empty! Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, email no 3 is empty! Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, email no 2 is empty! Any advice on this? What could it be? Thanks in advance for your help Derek Kiely - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Does OTRS support calculated fields?
Hi Bogdan, You can implement this by writing an event module that does the calculation whenever an article dynamic field is updated and stores the result in a ticket level dynamic field. There is no way to get around writing some code here. You do not have to mess with OTRS's own source code; but you will have to create this separate module and register it in the configuration. For a seasoned developer, it would be very straight-forward. -- Mike On Thu, Oct 4, 2012 at 5:31 PM, Bogdan Iosif bogdan.io...@gmail.com wrote: Hi, Please help with determining if OTRS supports a ticket-level [dynamic?] field calculated as a sum of all values of an article-level dynamic field. Example: Assume a ticket-level dynamic field named Total Estimated Hours and an article-level dynamic field named Article Estimated Hours. Both are shown in read-only mode in customer interface's ticket zoom view. Desired behavior: T1. Customer creates the ticket = Customer's ticket zoom view shows Total Estimated Hours = 0 T2. An agent adds an article with Article Estimated Hours = 3 = Customer's ticket zoom view shows Total Estimated Hours = 3 T3. Customer follows up on the ticket T4. An agent adds an article with Article Estimated Hours = 2 = Customer's ticket zoom view shows Total Estimated Hours = 5 ... Is this possible [without messing with OTRS's core source files]? Thanks, /bogdan P.S: I was thinking about a database trigger but a) seems dangerous as it may leave info in memory on the web server out of synch with that from db and b) there isn't enough info in the db anyway to determine if a row from dynamic_field_value is associated with a ticket or an article. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Apache crashing mod_perl disable
Hi Antonio, I would like to recommend you to install the version I put together AND upgrade to 3.1. Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com It's raining ... OTRS Feature Add-Ons: Choose up to 10 OTRS Feature Add-Ons for free and get direct support from the creators of OTRS – Become a Subscription customer now ! - http://j.mp/OBoPuj On Thu, Oct 4, 2012 at 3:12 PM, Antonio Sarmiento asarmie...@mi.cl wrote: Thanks Michiel, Would you confirm if I can use this Apache version with 3.0.x version too. Thanks again Antonio -Mensaje original- De: Michiel Beijen [mailto:michiel.bei...@otrs.com] Enviado el: miércoles, 03 de octubre de 2012 4:53 Para: User questions and discussions about OTRS. CC: Antonio Sarmiento Asunto: Re: [otrs] Apache crashing mod_perl disable Hi Antonio, I've created a new version of the Windows Installer which bundles a different Apache (ApacheLounge's version) with a different mod_perl; for me it no longer restarts but I would like to get some feedback from actual users. Please test it and let me know if it works for you! https://www.dropbox.com/s/3zwhmjc6tx2tduj/otrs-3.1.10-win-installer-2.5.0-beta3.exe -- Mike On Tue, Sep 25, 2012 at 8:02 PM, Antonio Sarmiento asarmie...@mi.cl wrote: Hi, everybody On win 2003 server R2 OTRS 3.0.10 I am getting this error in my Windows Application event log: Faulting application httpd.exe, version 2.2.17.0, faulting module perl512.dll, version 0.0.0.0, fault address 0x000206e3. For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp. The Apache error.log contains: [Tue Sep 25 11:56:06 2012] [notice] Child 7956: Acquired the start mutex. [Tue Sep 25 11:56:06 2012] [notice] Child 7956: Starting 64 worker threads. [Tue Sep 25 11:56:06 2012] [notice] Child 7956: Starting thread to listen on port 80. [Tue Sep 25 11:56:22 2012] [warn] [client 149.0.0.184] incomplete redirection target of '/otrs/index.pl' for URI '/' modified to 'http://149.0.0.64/otrs/index.pl' Scalars leaked: 1 [Tue Sep 25 11:57:01 2012] [warn] [client 149.20.0.155] incomplete redirection target of '/otrs/index.pl' for URI '/' modified to 'http://149.0.0.64/otrs/index.pl' Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 [Tue Sep 25 12:32:18 2012] [notice] Parent: child process exited with status 3221225477 -- Restarting. Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 [Tue Sep 25 12:32:27 2012] [notice] Apache/2.2.19 (Win32) mod_apreq2-20090110/2.7.1 mod_perl/2.0.4 Perl/v5.12.3 configured -- resuming normal operations [Tue Sep 25 12:32:27 2012] [notice] Server built: May 20 2011 17:39:35 [Tue Sep 25 12:32:27 2012] [notice] Parent: Created child process 1036 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked
Re: [otrs] Apache crashing mod_perl disable
Hi Antonio, I've created a new version of the Windows Installer which bundles a different Apache (ApacheLounge's version) with a different mod_perl; for me it no longer restarts but I would like to get some feedback from actual users. Please test it and let me know if it works for you! https://www.dropbox.com/s/3zwhmjc6tx2tduj/otrs-3.1.10-win-installer-2.5.0-beta3.exe -- Mike On Tue, Sep 25, 2012 at 8:02 PM, Antonio Sarmiento asarmie...@mi.cl wrote: Hi, everybody On win 2003 server R2 OTRS 3.0.10 I am getting this error in my Windows Application event log: Faulting application httpd.exe, version 2.2.17.0, faulting module perl512.dll, version 0.0.0.0, fault address 0x000206e3. For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp. The Apache error.log contains: [Tue Sep 25 11:56:06 2012] [notice] Child 7956: Acquired the start mutex. [Tue Sep 25 11:56:06 2012] [notice] Child 7956: Starting 64 worker threads. [Tue Sep 25 11:56:06 2012] [notice] Child 7956: Starting thread to listen on port 80. [Tue Sep 25 11:56:22 2012] [warn] [client 149.0.0.184] incomplete redirection target of '/otrs/index.pl' for URI '/' modified to 'http://149.0.0.64/otrs/index.pl' Scalars leaked: 1 [Tue Sep 25 11:57:01 2012] [warn] [client 149.20.0.155] incomplete redirection target of '/otrs/index.pl' for URI '/' modified to 'http://149.0.0.64/otrs/index.pl' Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 [Tue Sep 25 12:32:18 2012] [notice] Parent: child process exited with status 3221225477 -- Restarting. Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 [Tue Sep 25 12:32:27 2012] [notice] Apache/2.2.19 (Win32) mod_apreq2-20090110/2.7.1 mod_perl/2.0.4 Perl/v5.12.3 configured -- resuming normal operations [Tue Sep 25 12:32:27 2012] [notice] Server built: May 20 2011 17:39:35 [Tue Sep 25 12:32:27 2012] [notice] Parent: Created child process 1036 Scalars leaked: 1 Scalars leaked: 1 Scalars leaked: 1 [Tue Sep 25 12:32:34 2012] [notice] Child 1036: Child process is running [Tue Sep 25 12:32:34 2012] [notice] Child 1036: Acquired the start mutex. [Tue Sep 25 12:32:34 2012] [notice] Child 1036: Starting 64 worker threads. [Tue Sep 25 12:32:34 2012] [notice] Child 1036: Starting thread to listen on port 80. The suggested work around is disable de mod_perl. I did that modifying httpd.conf Removing the following lines: # load mod_perl LoadFile 'C:/PROGRA~2/OTRS/StrawberryPerl/perl/bin/perl512.dll' LoadModule perl_module modules/mod_perl.so LoadModule apreq_module modules/mod_apreq2.so But that not work because when apache start don´t find some files, following text is a part from error.log from apache [Thu Sep 20 10:57:38 2012] [notice] Child 2836: Child process is running [Thu Sep 20 10:57:38 2012] [notice] Child 2836: Acquired the start mutex. [Thu Sep 20 10:57:38 2012] [notice] Child 2836: Starting 64 worker threads. [Thu Sep 20 10:57:38 2012] [notice] Child 2836: Starting thread to listen on port 80. [Thu Sep 20 11:08:17 2012] [error] [client 127.0.0.1] (OS 2)El sistema no puede encontrar el archivo
Re: [otrs] Connection to platform failed
I'm sure the best way to implement it is to not let the LDAP driver in
Kernel::System::CustomerUser::LDAP die if it can not connect. If you
would add that functionality, I'm sure we'd be open to accept such
patches!
--
Mike
On Sun, Sep 23, 2012 at 6:04 PM, Stefano Ricci
stefano.ri...@riccimatic.com wrote:
ok, thanks for the response.
now i test the ping control, and if generate problem...
On 23 September 2012 17:03, Gerald Young cryth...@gmail.com wrote:
I wouldn't *exactly* use the terminology event for this purpose.
Essentially, you may be correct, but Config.pm is a module that is
accessed to provide configuration attributes according to how
Config.pm evaluates the expression for a given variable or
attribute. Config.pm is being used *everywhere* for practically
everything that has user-definable modifications. But, then again,
when any module calls Config.pm, be it event, or operation, it
will rely on the evaluated expression returned by Config.pm for the
requested parameter.
Lots of caveats there, to be sure, but if it makes sense to you, the
short answer to your question is yes, though in a much bigger scope
than you propose.
What's an evaluated expression?
Config.pm might have a variable (array key/value) set:
$Self-{Database} = 'otrs';
This is a pure assignment of value to an array key.
It could be something like:
$Self-{Database} = 'otrs' . '_dev';
Which means the expression of concatenate 'otrs' and '_dev' is
evaluated -- 'otrs_dev' -- and assigned to $Self-{Database}
It can be further defined such as:
my $foo = true;
$Self-{Database} = 'otrs';
if ($foo = true) { $Self-{Database} = 'otrs_test'; }
which would mean that the call to Config as a perl module will return
$Self-{Database} as 'otrs_test' instead of 'otrs';
If you create a test for connectivity before assignment of variables
to connect, you can likewise do as you request.
On Sun, Sep 23, 2012 at 10:02 AM, Stefano Ricci
stefano.ri...@riccimatic.com wrote:
ok, from your response, i understand that the script in config.pm are
executed on new incoming event.. i thnik that these events are:
new email fetched
customer login
agent login
is that correct?
On 22 September 2012 23:52, Gerald Young cryth...@gmail.com wrote:
It may be possible to do that as Config.pm is perl ... How? You'd
have to search for Net::Ping or query the LDAP module itself to set
the auth method based upon the LDAP availability.
On Sat, Sep 22, 2012 at 1:13 PM, Stefano Ricci
stefano.ri...@riccimatic.com wrote:
hi to all... i user otrs 3.1.7 to work with my company customer and
today i
have some problems.
my configuration is that: otrs in datacenter connected with customers
active
directory throught vpn connections and, if the customer is small,
only
the
local database.
today the vpn connection go down for 2 customers, and the platform
block
the
login for agents and others customers... to solve the problem i
remove
the
customers unreachable from config.pm...
i want to know if is possible write some code in config.pm to check
with
ping the primary domain controller status, and if is offline, ignore
the
part of code that connect this active directory...
thanks fo the help
-
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Re: [otrs] how cutomize sheet size in PDF
I think most sizes in PDF.pm are already relative. If you would have patches to improve, they would be welcome. BTW: I guess your use case is to be able to print a statistic with all attributes on one sheet? -- Mike On Thu, Sep 6, 2012 at 2:36 AM, Planeacion, Desarollo Informatico d...@pgje.michoacan.gob.mx wrote: Hi Mike, PDF::PageSize only receive: * Letter * A4 * Legal (perhaps). I wanna know how customize PDF sheet report, the clear way, but i try this change PDF.pm, when mediabox(w,h), is called. This way is very dirty and causes that the pdf generation is acting weird u_u. Regards. A las Miércoles, 05/09/2012 en 13:43 Michiel Beijen escribió: Hi, Only on a system-wide basis; see the PDF::PageSize setting in SysConfig: http://doc.otrs.org/3.1/en/html/config.html#Framework:Core::PDF -- Mike On Wed, Sep 5, 2012 at 8:36 PM, Soporte Informatica PGJE d...@pgje.michoacan.gob.mx wrote: Hello, Is posible customize the sheet size in PDF format?, for example A5, A0, etc Regards. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] how cutomize sheet size in PDF
Hi, Only on a system-wide basis; see the PDF::PageSize setting in SysConfig: http://doc.otrs.org/3.1/en/html/config.html#Framework:Core::PDF -- Mike On Wed, Sep 5, 2012 at 8:36 PM, Soporte Informatica PGJE d...@pgje.michoacan.gob.mx wrote: Hello, Is posible customize the sheet size in PDF format?, for example A5, A0, etc Regards. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - 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] Restricting the self-registration feature
Hi Brian, On Tue, Aug 28, 2012 at 5:33 PM, brianmortonb2b-atw...@yahoo.dk brianmortonb2b-atw...@yahoo.dk wrote: What I would like is that only users (customers) who register with e-mail domains that are known to the OTRS system are allowed to self-register on the portal. As stated, this functionality is not built-in to OTRS; it would be possible and not very difficult to add it. I could see how you can store a domain (or multiple domains, i.e. in your example, also ikea.dk or ikea-office.com or...) on the customer company record, then check at registration time against the known valid domains, and then reject or accept the registration for new customers based on the domain. However, it is not an OTRS feature, so it would require some development to add it in. -- 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
Re: [otrs] cron jobs syntax
Hi Brian, Thanks for the suggestion, but can you please be a little more specific as to which platforms and versions you know that do not understand the Vixie syntax OTRS uses? AFAIK all Linuxen and *BSDs have vixie cron or anacron and this is no problem there. Also, I still have to run into the first company to want to run OTRS on AIX or HP-UX. -- Mike On Fri, Aug 24, 2012 at 11:33 AM, brianmortonb2b-atw...@yahoo.dk brianmortonb2b-atw...@yahoo.dk wrote: The cron jobs that script bin/Cron.sh tries to insert implicitly depends on the platform having Paul Vixie's cron because it use the slash syntax for repeating ranges. Many Unix/Linux platforms use this cron, but not all. I suggest to make this a little more portable. Example: Instead of writing: */20 * * * *$HOME/bin/otrs.GenericAgent.pl /dev/null then bite the bullet and do: 0,20,40 * * * *$HOME/bin/otrs.GenericAgent.pl /dev/null Yes, I know it looks ugly but it will make OTRS more portable. Lastly not all cron's support the 'crontab filename username' syntax. However they all support the 'crontab filename' syntax meaning that in order to be truly portable you have to change the script so that it MUST be executed as the OTRS user himself, not as root. A small price to pay for portability. Brian - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] otrs Digest, Vol 47, Issue 30
Hi Steven! On Thu, Aug 16, 2012 at 9:37 AM, Steven Carr sjc...@gmail.com wrote: The themes functionality within OTRS really does need an overhaul to prevent this. Switching to a CSS skinning type model might be alot more flexible for people and not require as much effort to customise OTRS, but this would mean alot of overhaul to the current DTL files to reduce the use of tables, CSS everything etc. Since 3.x we really have the 'skinning' functionality in place to modify the look and feel of your OTRS. It is quite easy to use CSS to change the layout of OTRS if you want. There is hardly any table-based markup anywhere anymore, except for when OTRS really displays, well, tabular data. -- 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
Re: [otrs] Saving FAQ attachments on fileserver
Hi Erwin, The WebUploadCache is only used for uploading attachments before you've created an article (or a ticket). After that, if you're working on a ticket, the attachment is transferred to the ArticleStorage, which can be configured to be inside the database or on the file system. For FAQ entries however, the attachments are always stored in the database. I think it would be conceivable that we update the storage location for these attachments to also be on the file system or database, to make it configurable for administrators. Generally there are lots more tickets than there are FAQ entries, so storing attachments from tickets on the file system helps to keep the database nice and small. When you would have lots of attachments to FAQ entries I can also see the need to move these attachments out of the database. If your only objective is to be able to store large attachments in the FAQ; you should increase the max_allowed_packet size in the mysql configuration; and you should be good. Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com Get Connected ! Everything in sync with OTRS 3.1- Be an early bird with our special offer: http://j.mp/xN9wk1 On Fri, Aug 10, 2012 at 10:39 AM, Sterrenburg, Erwin erwin.sterrenb...@rhdhv.com wrote: Dear OTRS users, I have some problems saving the OTRS attachments related to FAQs as I want them to be saved. Now that I have set the WebUploadCacheModule to FS and increased the WebMaxFileUpload, i can upload the large files that i want. However, whereas the attachments related to tickets are saved as files, attachments related to FAQs are still saved in the database. I see how the file's are first saved in C:\Program Files (x86)\OTRS\OTRS\var\tmp\upload_cache, but after uploading is completely, i can only find the attachment in the database itself. So, my question is: How can i also save the attachments related to FAQs on the fileserver? My configuration is as follows: Server OS: Windows Server 2008 Version: OTRS 3.0.10 (used standard windows installer) Perl: StrawberryPerl Webserver: Apache Database: MySQL Thanks in advance, Erwin Sterrenburg This email and any attachments are intended solely for the use of the addressee(s); disclosure or copying by others than the intended person(s) is strictly prohibited. If you have received this email in error, please treat this email as confidential, notify the sender and delete all copies of the email immediately. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Unable to Add new Customer using OTRS customer.pl portal
Hi Brian, The problem is probably that your database backend requires different fields than OTRS expects here. And yes, it is easy to disable this feature, by switching off the feature CustomerPanelCreateAccount under Admin SysConfig Framework Frontend::Customer. -- Mike On Wed, Aug 15, 2012 at 2:34 PM, Beaver, Brian bbea...@armc.org wrote: Gentle Nudge Anyone else experiencing issues trying to create a new account using the customer.pl Customer portal? Also, might there be a way to just disable the Create button on this page? We probably would benefit more by simply disabling this ability, preventing users from being able to create new Customers using the Customer portal. Thanks -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org]On Behalf Of Beaver, Brian Sent: Friday, August 10, 2012 3:18 PM To: otrs@otrs.org Subject: [otrs] Unable to Add new Customer using OTRS customer.pl portal Hi All, We are evaluating OTRS for use as our primary Helpdesk Ticketing system, and have a basic install up and running. When using the Customer portal customer.pl page, we get the error Customer user can't be added! when a customer attempts to create a new account. We are using the internal OTRS database as our source. Thanks - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] RichTextEditor stopped working after upgrade to 3.1.7
So actually, you used the package that was meant for OTRS 3.0.x; I uploaded both versions for 3.0 and 3.1 to OPAR but that website is not very user-friendly, at least not to me (and Renée Bäcker welcomes patches... ) So the packages are also for download on the github repository; which would be the go-to place to find them: https://github.com/mwb/RichTextEditorTweaks/downloads -- Mike On Thu, Jul 26, 2012 at 6:29 PM, Muhammad El-Sergani mserg...@gmail.com wrote: Just did so and something is funny actually... There is one or two lines difference. I copied and pasted to my system and now things are back to normal. Thanks //M On Thu, Jul 26, 2012 at 5:53 PM, Bernd Backhaus be...@stylebites.de wrote: Am 26.07.2012 17:30, schrieb Muhammad El-Sergani: Hi all, Ok, so funnily I downgraded to OTRS 3.1.1 and still have the same issue. Can anyone confirm if the package on OPAR is broken or has issues?! did you check the files gains the git repo? https://github.com/mwb/RichTextEditorTweaks - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] OTRS 3.1.7 New phone ticket URL with phonenumber as parameter
Hi Jonas, This has already been fixed by Carlos Rodriguez in upcoming OTRS 3.1.8 - see this bug report which also has pointers at which files to replace for OTRS 3.1.7: http://bugs.otrs.org/show_bug.cgi?id=8230 Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com Get Connected ! Everything in sync with OTRS 3.1- Be an early bird with our special offer: http://j.mp/xN9wk1 On Wed, Jul 18, 2012 at 8:43 AM, Wisniewski Jonas jonas.wisniew...@newerkla.de wrote: Hi everybody, I’m searching a way to create an URL so our Agents can use it with our CTI software, where the caller number is given as a parameter to search for. In OTRS 3.0 it was possible with a link like this: http://otrs/otrs/index.pl?Action=AgentTicketPhoneSubaction=StoreNewExpandCustomerName=1From=(phonenumber) But the “..From=” seems not to work anymore. I already read in the otterhub forum that this is caused by the customer multiselect function (that we don’t need) but I haven’t found any workaround yet L Is it possible to directly link to the popup window where I can select a customer with caller number already filled in the searchfield? Or has anyone an idea how to solve this problem? Mit freundlichen Grüßen Jonas Wisniewski Netzwerktechnik ___ EDUARD NEWERKLA BÜROMASCHINEN e.K. Röntgenstr. 22 73431 Aalen Telefon (0 73 61) 57 09-75 Fax (0 73 61) 92 59-75 E-Mail jonas.wisniew...@newerkla.de Internet http://www.newerkla.de Amtsgericht Ulm HRA 500626 Sitz: Aalen - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] How to run multple OTRS intances in single apache server ?
Hi, just check the logs, indeed. It is absolutely possible to deploy like this, and I have deployed multiple setups like this. One of the gotchas is you'll NEED to have a different vhost for each OTRS instance. So you can for instance do 'helpdesk.mycompany.com' and 'helpdesk-test.mycompany.com' but you can not set up 'helpdesk.mycompany.com/otrs/index.pl' and '/otrs-test/index.pl'. -- Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com Get Connected ! Everything in sync with OTRS 3.1- Be an early bird with our special offer: http://j.mp/xN9wk1 On Tue, Jul 17, 2012 at 1:39 PM, Steven Carr sjc...@gmail.com wrote: For what it's worth... From a support point of view: this isn't an official support mailing list, we are a bunch of people who help if we can, if no one has done this before then chances are there isn't a detailed procedure. You may want to contact OTRS support directly but that is £$€ and my gut feeling is they would say it isn't a supported deployment model. From a technical point of view: there is probably nothing stopping you from doing this, but since no one has been able to assist so far you're going to have to figure it out yourself (my first guess would be to look at the mod_perl and vhost documentation as you are going to have to completely isolate each instance - possibly running multiple instances of Apache with a frontend proxy to the various backend OTRS instances?), or look into alternative methods for hosting. Oh, and enable more detailed logging in Apache, if it doesn't start then it will be complaining about it somewhere in a log file, Apache doesn't just roll over and die quietly. Steve On 17 July 2012 07:51, Naresh Reddy c naresh...@yahoo.com wrote: Dear Sir, Thank you for response.I did not found any errors in log file. Is i am following correct procedure or not as mentioned in my previous mail?. Note: 1. I found help for using virtual host for single instance of OTRS. There they used it for configuring three virtual hosts one for customers ,other for agents and rest for faq. 2.I did not find any help for using multiple OTRS instances in a single apache server. Please let me know the detailed procedure to meet my requirements.Thank you Regards, C Naresh Reddy From: Gerald Young cryth...@gmail.com To: Naresh Reddy c naresh...@yahoo.com; User questions and discussions about OTRS. otrs@otrs.org Sent: Monday, 16 July 2012 6:41 PM Subject: Re: [otrs] How to run multple OTRS intances in single apache server ? Why did apache not start? It's not a trivial question, but you should have received an error message indicating why. The error messages would be a clue why (and for others to help you). On Mon, Jul 16, 2012 at 8:53 AM, Naresh Reddy c naresh...@yahoo.com wrote: Dear All, I need to setup two instances (let us say one for www.abc.com and the other for www.pqr.com (sister company of abc) ) of OTRS in single Apache Server. Nothing should be shared between two instances.I want two instances because some of my customers and agents are part of both companies where they must be isolated (when they logs in to www.abc.com they must only have rights to view 'abc' company tickets only ,not 'pqr') at each company level. I tried below but no luck. 1.I have created one more inatnce of OTRS named as UTS 2.I have changed below files accordingly scripts/apache2-httpd-new.include.conf scripts/apache2-perl-startup.pl Kernel/Config.pm 3.I did configured Virtual Host (name based) 4.I added ServerNames (www.abc.com,www.pqr.com) to hosts file of windows. Note: I followed below links http://blog.otrs.org/2010/08/11/how-to-run-multiple-mod_perl-supported-otrs-on-a-single-host/ http://www.linuxquestions.org/questions/linux-server-73/virtual-host-multiple-site-same-direcotry-941929/ when i did above settings my apache server is unable to start.Please let me know the procedure to meet above requirements. Thank You Regards, C Naresh Reddy - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive
Re: [otrs] Lightbox HowTo on OTRS
It should just open in a popup. PDF.js renders multi-pages perfectly fine, it is just a nice way of not needing to start Adobe Reader or Document Viewer to read a PDF. See for example: http://mozilla.github.com/pdf.js/web/viewer.html -- Mike On Sun, Jul 15, 2012 at 11:59 PM, Gerald Young cryth...@gmail.com wrote: Michiel, What is in your mind regarding the rendering viewing portal for a pdf? (How do you want the interface to be for a multi-page pdf?) Lightbox ish? inline like scribd? replace current page? New window? On Sun, Jul 15, 2012 at 3:07 PM, Michiel Beijen michiel.bei...@gmail.com wrote: Hi! On Sat, Jul 14, 2012 at 2:21 AM, Gerald Young cryth...@gmail.com wrote: Slightly out of the ordinary thing, but I had fun with it ... How to add Lightbox2 to OTRS so when you click on an image attachment, it does that popover effect. http://forums.otterhub.org/viewtopic.php?f=60t=16302 Nice. I had the idea of doing the same but than with PDF.js https://github.com/mozilla/pdf.js so you can show PDF attachments inside the browser, provided you have a decent browser. Would be awesome, but did not get to it; if you feel like it, would be great! - Mike - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Anyone try using the 3.1 Generic Interface with Exchange Web Services?
Hi Gerald, I think it is a very good idea; and actually it is on my 'ideas' list as well, using the very same module. The Generic Interface just does plain SOAP and the structures that EWS returns are very complicated so I would propose to just add EWS as an additional transport under MailAccounts, next to 'POP3', 'POP3S', 'IMAP' and such. Last time I checked the CPAN module which is available supports getting messages, but it does NOT support deleting messages or otherwise marking them as 'seen' or so, It needs to be added to slightly. The only two things that kept me from implementing this are time, and an available Exchange server for testing against. I even tried at some point to subscribe to Microsoft Office 365 but it appeared the webservices they expose are no good, or at least very different that what a real 'on-premise' Exchange produces. If someone could supply the time (in the form of money, so we can do it, or by doing it yourselves) and/or the Exchange test box I'm quite sure we can make this happen! Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com Get Connected ! Everything in sync with OTRS 3.1- Be an early bird with our special offer: http://j.mp/xN9wk1 On Sat, Jul 14, 2012 at 8:41 PM, Gerald Young cryth...@gmail.com wrote: I have an idea that would use the Generic Interface of OTRS 3.1 to grab emails/make tickets via EWS (Exchange 2010+) *on demand* instead of scheduled POP3/IMAP. It could make your email administrator happier, too. Anyone implement it this way? I'm willing to collaborate on it. http://forums.otterhub.org/viewtopic.php?f=53t=16323 Thanks for any feedback. -- Gerald - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] OTRS::ITSM 3.1.2 Error
Hi, On Fri, Jul 13, 2012 at 9:29 PM, Stinson, Steven sstin...@ocusd.net wrote: Our help desk server suddenly started coming up with an error whenever we attempt to browse to it. The error states that “The browser you are using is too old. OTRS runs with a huge lists of browsers, please upgrade to one of these. Please see the documentation or ask your admin for further information.” This error will appear no matter what browser we attempt to use. We are running this on a Windows Server 2008 64-bit machine. Any help would be greatly appreciated. Typically this means the browser you use can't access the Javascript that OTRS produces. This is either because the 'otrs-web' root is not mounted or it is because OTRS does not have write permissions to store the minified javascript in this location. You should be able to figure out which by checking the server logs and/or confguration. -- Michiel - 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] Lightbox HowTo on OTRS
Hi! On Sat, Jul 14, 2012 at 2:21 AM, Gerald Young cryth...@gmail.com wrote: Slightly out of the ordinary thing, but I had fun with it ... How to add Lightbox2 to OTRS so when you click on an image attachment, it does that popover effect. http://forums.otterhub.org/viewtopic.php?f=60t=16302 Nice. I had the idea of doing the same but than with PDF.js https://github.com/mozilla/pdf.js so you can show PDF attachments inside the browser, provided you have a decent browser. Would be awesome, but did not get to it; if you feel like it, would be great! - 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
Re: [otrs] Calendar assigned to Queue not working
Hi Derek, The time zone in the calendar does not change the create time for tickets; create time for tickets would always be local time of the user. If I create a ticket at 7 AM, this will always be 7 AM no matter the time zone attached to the calendar of the queue. I hope this makes sense. If you enable TimeZoneUser in the configuration (and TimeZoneAutoOffset as well) users see the tickets in their local time. Which means that if you'd create a ticket at 9AM CET, and someone in the UK is looking at the ticket, they see a create time of 8AM UK time; which is what you'd expect. The time zone offset in the calendar is really used for calculating any escalations, it is used for calculating your actual business hours. -- Mike On Mon, Jul 9, 2012 at 5:54 PM, Derek Kiely dki...@kemptechnologies.com wrote: Hi All, I set up Core::Time::Calendar2 to have a TimeZone::Calendar2 of +5. I have then assigned this calendar to one of my queues, when I create a ticket in the queue it still shows the create time as the local time rather than the +5 hours time. Any ideas on how to fix this? Is this possible? I am using version 3.1.7 (upgraded recently from 2.4.4 via 3.0.1) Derek Kiely - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] New New generic agent notification module
Actually, what was meant here is the module Kernel::Output::HTML::NotificationGeneric which you can use to display messages in the agent interface. This can be for instance very useful if you want to have a banner that says 'test environment' or something. You can configure it via the SysConfig option Frontend::NotifyModule###900-Generic I hope this helps! -- Mike On Tue, Jul 10, 2012 at 10:29 AM, Florian Houel fho...@iorga.com wrote: No, that doesn't seem to be that old feature, since it is shown on the new 3.1 features page at otrs.com. The words New generic agent notification module would indicate some kind of calculation to provide statistical information or alerts updated periodically. Any information about that ? -- Florian -Message d'origine- De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de Alvaro Cordero Envoyé : lundi 9 juillet 2012 15:51 À : User questions and discussions about OTRS. Objet : Re: [otrs] New generic agent notification module Hello Florian, That sounds like the Message of the day motd feature, I haven't see it yet but it is logical to have a setting into Sysconfig to do it. Regards. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] otrs 3.1 ITSM on windows
Hi, On Wed, Jul 4, 2012 at 7:57 AM, ravi shanker rshanker...@yahoo.com wrote: i'm trying to install otrs 3.1.1 with active perl 5.10 and mssql on win2003 OS;whenever i m trying to install ITSM package i'm getting CGI error ..however with same configuration mentioned above otrs 3.0 ITSM is getting installed. I think it would be very helpful if you'd check the error log contents, this will generally point you in the right direction for resolution of the issue; the errors can be both in your OTRS log ([path]\otrs\var\log\otrs.log) or in your Apache log ([path]\apache\logs\error.log) . Typically, you should find a helpful message in one of those. -- 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
Re: [otrs] Kernel::System::CustomerUser - CustomerIDs() ?
Hi Bernard,
I think it is more a topic for the dev@ list, really...
Did you add the CustomerIDs field in the customer datasource mapping?
--
Mike
On Wed, Jul 4, 2012 at 10:21 AM, Bernard Chambon
bernard.cham...@cc.in2p3.fr wrote:
Hello,
How to get CustomerIDs from a customer ?
I thought it was sommething like :
$Self-{CustomerUserObject} = Kernel::System::CustomerUser-new(%Param);
...
my @CustomerIDs = $Self-{CustomerUserObject}-CustomerIDs(
User = 'bernard.cham...@cc.in2p3.fr', );
but, after setting CustomerIDs to MY_COMPANY for this customer
(Username='bernard.cham...@cc.in2p3.fr')
This code doesn't get this value (MY_COMPANY) but something that looks like
the id (bernard.cham...@cc.in2p3.fr)
Do I miss something ?
Do I have to retrieve CustomerIDs from DB ? I did it , it's ok.
Best regards
ps :
mysql select customer_id, customer_ids from customer_user where customer_id
= 'bernard.cham...@cc.in2p3.fr' ;
+-+--+
| customer_id | customer_ids |
+-+--+
| bernard.cham...@cc.in2p3.fr | MY_COMPANY |
+-+--+
---
Bernard CHAMBON
IN2P3 / CNRS
04 72 69 42 18
-
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Re: [otrs-de] otrs.ITSMConfigItemDelete.pl - Your SQL is longer than 4k
Hi, Please see the bug report I reported for you; it contains a fix: http://bugs.otrs.org/show_bug.cgi?id=8617 -- Mike On Thu, Jun 28, 2012 at 8:43 AM, Rainer Bendig mrben...@mrbendig.com wrote: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi, ich habe derzeit noch OTRS 3.1.3 laufen, mit ITSM 3.1.2. meine xml_storage umfasst 12.227.217 Zeilen, kommt mit indexes auf 2,2 GB Daten. heute wollte ich ein - ---8-- root@helpdesk:/opt/otrs/bin# ./otrs.ITSMConfigItemDelete.pl --all - ---8-- durchführen und es kam zu der folgenden Fehlermeldung: - ---8-- otrs.ITSMConfigItemDelete.pl Revision 1.1 - delete config items (all, by class or by number). Copyright (C) 2001-2010 OTRS AG, http://otrs.org/ Are you sure that you want to delete ALL 1320 config items? This is irrevocable. [y/n] y Deleting all config items... ERROR: OTRS-ConfigItemDelete.pl-10 Perl: 5.10.1 OS: linux Time: Thu Jun 28 08:31:36 2012 Message: Your SQL is longer than 4k, this does not work on many databases. Use bind instead! Traceback (4523): Module: Kernel::System::ITSMConfigItem::Version::VersionDelete (v1.30) Line: 716 Module: Kernel::System::ITSMConfigItem::ConfigItemDelete (v1.34) Line: 503 Module: main::DeleteConfigItems (v1.1) Line: 190 Module: ./otrs.ITSMConfigItemDelete.pl (v1.1) Line: 96 - ---8-- Eine Idee wie ich das umgehen kann? - -- Mit freundlichen Grüßen aus Göppingen, Rainer Bendig - -- Tel: 07161 / 307 159-0 Falkenstr. 75 Fax: 07161 / 307 159-9 73035 Göppingen mrben...@mrbendig.com http://www.mrbendig.com - -- Inhalte dieser E-Mail können Spuren von Zynismus, Ironie, Sarkasmus oder schwarzen Humors beinhalten. Wenden Sie sich an Ihren Arzt oder Apotheker, um sich auf Unverträglichkeiten testen zu lassen. -BEGIN PGP SIGNATURE- Version: GnuPG v2.0.17 (MingW32) iQIcBAEBAgAGBQJP6/z2AAoJENw0Tg2m7Gpo3loQAJi8hXCrI4GRpuWL6l1vQzDp QtlK4fsq6BTxwN3MaZAGgbdtxjKDWrqb78TMF/UmDtW1j7MVXknskkeT1cB7sEM5 X2Nlz6KirQ+lA/1ThRtp5d6FwypR4zklbhPmtS7TQPphmTvXfcm6gGs1/AplhwfK WNorn/fueGPFzjipGJTsJJyrmPOELa4Tw9KzMSUDatitCyo6O4tgc/XSE4HKfHnX mtZ5FLIZuMivjPhDbJycepMEcyWozzLLz8JWT4AcZRAwLVZkmxky0Aoc3FWXd/ef uRMWDIbD3qfhJOWzpunVKWHaX+JoN8KTFzMB+sn7VWE2fb2r79WyES7cJH3z8fjs Bm8mGBRRrXC624UAnhtazdjJ/A9cIACaGX1YE2SE/y3UzaJljnQka3X8AIJyBJ0v KQhM6HxsGxyyGO2gcb8Sh406TScIYxIjPUpASBPgQ32Kort5vTG9TUPCvrhkYLvr +sIMObJYHIczfpXQyCB/ksPMiFuRk7D4iIohvZDIU7Bsbxwo/nmOjSiVvL+mAadq MpzkU3jDSB0CBv3sXxd6KKsjtwkr83kS18Rg/OlkskVz1eM+EfNldAHGDx+fJ95P YfJELxq2xijI5s2kZh7RNWbkd1o97Xz+dQ2XrkIgPlMDMI/EKZi0ncxp9tQI18im nS/OXUJI+moZ6ChnFSEG =RFGd -END PGP SIGNATURE- - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs] file manager package for otrs 3.1.6
Hi mohammad shahmoradi, We discontinued the File Manager package a while ago, it is not available for the OTRS 3.0 platform. We believe there are many alternatives available, including using attachments in FAQ articles. So the solution would be to stay on OTRS 2.4.x if you need to use the File Manager functionality, or de-install the file manager and upgrade to 3.1.x if you do not need it. Of course if you would REQUIRE this functionality we could also offer you to port it to 3.1 on a commercial basis. Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com Get Connected ! Everything in sync with OTRS 3.1- Be an early bird with our special offer: http://j.mp/xN9wk1 On Wed, Jun 27, 2012 at 9:28 AM, mohammad shahmoradi shahmoradi.moham...@gmail.com wrote: hi all I need file manager package for otrs 3.1.6 , currently existing package is just for otrs 2.x thanks - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] How to get the value of a dynamic field in an event module
Hi Bernard, On Wed, Jun 27, 2012 at 3:26 PM, Bernard Chambon bernard.cham...@cc.in2p3.fr wrote: now other question : using several dyn fields, Is there a way to known which one has been modified Or do I have to process all dynamic fields, even if only one has changed (I mean now using event, still working with generic Agent.) You can bind to the event for this specific field. If your register your event module for the event TicketDynamicFieldUpdate_IsCompanyTicket it would only be triggered if this field is updated. Kindest regards, Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com Get Connected ! Everything in sync with OTRS 3.1- Be an early bird with our special offer: http://j.mp/xN9wk1 - 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] Help - Information after merging tickets
OK, I'm afraid I can not help you then. The solution would be to catch the addition of the link to ticket B, make a check if the ticket on the other end -- ticket A -- is a merged ticket, and then send out a notification. This is perfectly possible, but not with standard OTRS, there should be some code written for that. -- Mike On Wed, Jun 27, 2012 at 5:18 PM, s.krue...@aswo.com wrote: Hi ! yes, good idea, but doen´t resolve my problem. :-) I have ticket A and ticket B. Now I merge ticket A into the still existing ticket B. I want to inform the owner of ticket B about an update of his/her ticket. Regards, Stefanie Message: 2 Date: Tue, 26 Jun 2012 19:51:28 +0200 From: Michiel Beijen michiel.bei...@otrs.com Subject: Re: [otrs] Help - Information after merging tickets To: User questions and discussions about OTRS. otrs@otrs.org Message-ID: cabd0r10_eax45dbyoabwdtux1gh-aimdq02tddv1fwxcya6...@mail.gmail.com Content-Type: text/plain; charset=utf-8 Hi, You can achieve it using an event based notification. It is a little bit nasty, because you have to capture the fact that the merge creates a new article containing the new ticket number: Create a notification (event based) Select Recipient Groups: Customer Event: ArticleCreate Article Type: note-external Subject match: Ticket merged Notification subject: Your ticket is now merged Notification body: your own string and OTRS_AGENT_Body if you want to include the new number. HTH, Mike - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS 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] Help - Information after merging tickets
Hi, You can achieve it using an event based notification. It is a little bit nasty, because you have to capture the fact that the merge creates a new article containing the new ticket number: Create a notification (event based) Select Recipient Groups: Customer Event: ArticleCreate Article Type: note-external Subject match: Ticket merged Notification subject: Your ticket is now merged Notification body: your own string and OTRS_AGENT_Body if you want to include the new number. HTH, Mike On Tue, Jun 26, 2012 at 10:27 AM, s.krue...@aswo.com wrote: Hi ! no, that doesn´t help. I know this forum entry. It doesn´t help me, because there ´ s no answer to that question, how to send an information to the owner/agent of the ticket, which gets the merged ticket. Message: 2 Date: Mon, 25 Jun 2012 17:51:20 -0400 From: Gerald Young cryth...@gmail.com Subject: Re: [otrs] Help - Information after merging tickets To: User questions and discussions about OTRS. otrs@otrs.org Message-ID: CAKk-oUL-19MBMF6_NB31ySD6oM1eEcVZeQLicpZtdW= bozb...@mail.gmail.com Content-Type: text/plain; charset=iso-8859-1 Does this help? http://forums.otterhub.org/viewtopic.php?f=62t=15841 On Mon, Jun 25, 2012 at 9:05 AM, s.krue...@aswo.com wrote: Hi ! I want to create an email for the ticket-owner, after a new ticket was merged to an existing ticket. I try to create an event-notification, but I always get an email with information about the new (merged) ticket and not about the existing ticket. :-( I which way can I realise it ? Any help is welcome :-) Thanks in advance . Best regards, Stefanie Kr?ger - 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 -- next part -- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20120625/7f9e98ef/attachment-0001.html -- - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Errors while upgrading OTRS from 2.4.7 to 3.0.1
Hi, You did not only update OTRS, but you probably upgraded MySQL from 5.0 or 5.1 to 5.5 as well. What this does, is usually change the default table type to InnoDB. It now tries to add references between tables using the legacy MyISAM and the newer InnoDB types; this will generate this error. Please consult your DBA to either upgrade your existing tables to InnoDB or set the default table type to MyISAM. See also: http://bugs.otrs.org/show_bug.cgi?id=8528 -- Mike On Wed, Jun 20, 2012 at 4:17 PM, Amit Sharma amit_...@yahoo.com wrote: Hi, We are trying to upgrade OTRS 2.4.7 to 3.0.1 and getting the follwoing errors when we are running : DBUpdate-to-3.0.mysql.sql Command :- ALTER TABLE ticket_flag ADD CONSTRAINT FK_ticket_flag_ticket_id_id FOREIGN KEY (ticket_id) REFERENCES ticket (id); Error :- Can't create table 'otrs.#sql-7108_7d' (errno: 150) Command :- ALTER TABLE ticket_flag ADD CONSTRAINT FK_ticket_flag_create_by_id FOREIGN KEY (create_by) REFERENCES users (id); Error :- Can't create table 'otrs.#sql-7108_7c' (errno: 150) Command :- ALTER TABLE virtual_fs_preferences ADD CONSTRAINT FK_virtual_fs_preferences_virtual_fs_id_id FOREIGN KEY (virtual_fs_id) REFERENCES virtual_fs (id); Error :- Can't create table 'otrs.#sql-7108_7b' (errno: 150) All the tables mentioned after ALTER TABLE exists in OTRS DB. Please Help! Thanks and Regards, *Amit Sharma* - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] How to get the value of a dynamic field in an event module
Hi Bernard,
Typically you dump the contents of data structures with a module like
Data::Dumper.
So if you'd take the file bin/otrs.GetTicketThread.pl which is on your OTRS
system, this utility prints out a ticket to the screen.
If you would open this file in a text editor, set DynamicFields to '1' and
then add, at the end of the file, these two lines:
use Data::Dumper;
print Dumper (\%Ticket);
and then run bin/otrs.GetTicketThread.pl [TicketID] on the command line, it
will present the contents of the TicketGet() call.
I created a dynamic field on a ticket called 'MyTicketField' and you see it
returned, in my case even on the very top of the hash:
=
TicketNumber: 201206161043
TicketID: 984
Created: 2012-06-16 20:37:27
Queue: Postmaster
State: open
Priority: 3 normal
Lock: unlock
-
ArticleID: 6427
From: OTRS System otrs@localhost
To: my.custo...@otrs.com,
Subject: [Ticket#201206161043] Test ticket subject
Created: 2012-06-16 20:37:27
SenderType: agent
Body:
Test ticket body
Your Ticket-Team
Michiel Beijen
--
Super Support - Waterford Business Park
5201 Blue Lagoon Drive - 8th Floor 9th Floor - Miami, 33126 USA
Email: h...@example.com - Web: [1]http://www.example.com/
--
[1] http://www.example.com/
-
$VAR1 = {
'DynamicField_MyTicketField' = 'My Dynamic Field Contents',
'Age' = 165,
'PriorityID' = 3,
'ServiceID' = '',
'DynamicField_TicketFreeText3' = undef,
'Type' = 'default',
'Responsible' = 'root@localhost',
'StateID' = 4,
'ResponsibleID' = 1,
'DynamicField_TicketFreeText1' = undef,
'ChangeBy' = 2,
'EscalationTime' = 0,
'DynamicField_TicketFreeTime6' = undef,
'OwnerID' = 2,
'Changed' = '2012-06-16 20:37:27',
'RealTillTimeNotUsed' = 0,
'GroupID' = 1,
'Owner' = 'michiel',
'CustomerID' = undef,
'DynamicField_TicketFreeKey3' = undef,
'TypeID' = 1,
'Created' = '2012-06-16 20:37:27',
'Priority' = '3 normal',
'UntilTime' = 0,
'EscalationUpdateTime' = 0,
'DynamicField_TicketFreeTime1' = undef,
'QueueID' = 1,
'Queue' = 'Postmaster',
'State' = 'open',
'Title' = 'Test ticket subject',
'CreateBy' = 2,
'TicketID' = 984,
'StateType' = 'open',
'DynamicField_TicketFreeText2' = undef,
'UnlockTimeout' = 1339871847,
'EscalationResponseTime' = 0,
'EscalationSolutionTime' = 0,
'DynamicField_TicketFreeKey1' = undef,
'LockID' = 1,
'TicketNumber' = '201206161043',
'ArchiveFlag' = 'n',
'CreateTimeUnix' = 1339871847,
'Lock' = 'unlock',
'SLAID' = '',
'CustomerUserID' = undef
};
Hope this helps!
--
Mike
On Fri, Jun 15, 2012 at 6:23 PM, Bernard Chambon
bernard.cham...@cc.in2p3.fr wrote:
Hi,
Le 15 juin 2012 à 15:58, Martin Gruner a écrit :
Hi Bernard,
just use TicketGet(, DynamicFields = 1); and you will get all fields
on the result hash.
Regards, mg
In fact I have made a call with DynamicFields = 1
but the problem is that I get the name of the field *but not the value*
small piece of code :
* my %Ticket = $Self-{TicketObject}-TicketGet(*
* TicketID = $Param{TicketID},*
* UserID = 1,*
* DynamicFields = 1, # To get DynamicFields in Ticket map*
* );*
* return 1 if !%Ticket;*
* *
* while( my ($k,$v) = each(%Ticket) ) {*
* $Self-{LogObject}-Log( Priority = 'info', Message = key=$k
value=$v );*
* }*
*$Self-{LogObject}-Log( Priority = 'info', Message = End of my
own module );*
*
*
gives :
*[Fri Jun 15 17:48:19
2012][Info][Kernel::System::Ticket::Event::EventModuleIsCompanyTicket::Run]
key=CreateTimeUnix value=1339775299*
*[Fri Jun 15 17:48:19
2012][Info][Kernel::System::Ticket::Event::EventModuleIsCompanyTicket::Run]
key=SLAID value=*
*[Fri Jun 15 17:48:19
2012][Info][Kernel::System::Ticket::Event::EventModuleIsCompanyTicket::Run]
key=CustomerUserID value=bchambonascustomer*
*[Fri Jun 15 17:48:19
2012][Info][Kernel::System::Ticket::Event::EventModuleIsCompanyTicket::Run]
key=DynamicField_IsCompanyTicket value=*
*[Fri Jun 15 17:48:19
2012][Info][Kernel::System::Ticket::Event::EventModuleIsCompanyTicket::Run]
End of my own module*
I also have other problem with events
I can fire an event with 'TicketCreate' (as in my previous example)
but I CAN'T fire anything when moving Ticket between queue. I have tried
several EventName (see below), without result
*ConfigItem
Name=Ticket::EventModulePost
Re: [otrs] Help - French Interface not complete translated
Hi Ugo, On Wed, Jun 6, 2012 at 10:27 PM, Ugo Bellavance u...@lubik.ca wrote: On 2012-06-06 14:32, Leonardo Certuche wrote: You just have to improve the files /opt/otrs/Kernel/Language/fr* How do we submit to OTRS afterwards, so that it is included in their code? We have a nice document on the subject: http://www.otrs.com/fileadmin/mediafiles/New_Website/Partner_Portal/How_Tos/PP100-HowToSeries_OTRS-Localization.pdf -- 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
Re: [otrs] ticketID vs ticket numer
Hi, On Wed, Jun 6, 2012 at 10:41 AM, Bernd Backhaus be...@stylebites.de wrote: Can I just as well use: http://some.domain.com/otrs/index.pl?Action=AgentTicketZoom;TicketNumber=201206061071 which seems to work just the same? snip well it seems to work :) If no one comes up with any concerns regarding this, I'd say go for it. Yes, that is absolutely valid use, that URL will work just fine! The customer interface in 3.1 already uses these 'friendly' URLs everywhere instead of the internal Ticket ID. -- 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
Re: [otrs] 3.0.13 rpm not available for Red Hat systems
Hi Ugo, On Tue, Jun 5, 2012 at 2:09 PM, Ugo Bellavance u...@lubik.ca wrote: I got this announcement this morning: http://www.otrs.com/en/open-source/community-news/releases-notes/release-notes-otrs-help-desk-3013/ But the rpm is not available for RH systems: http://ftp.otrs.org/pub/otrs/RPMS/fedora/4/ - otrs-3.0.13 not available It is there now! -- 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
Re: [otrs] Print HTML formatting in ticket view
Hi Rangel, On Tue, May 22, 2012 at 4:45 PM, Rangel Perez Sardinha ran...@ezvoice.com.br wrote: I am trying to use OTRS with some templates using HTML with the same look of printed documents of my company, using as a template in Responses. When i use the response action the HTML output works fine, but when i click in print option it generates a PDF to download with the reply but without HTML formatting. Have any place in code it could i disable the HTML tags removing? There are two options, you can disable PDF printing in SysConfig, which will give you an HTML print with formatting, or you can use the browsers' print button, which will also print a quite decent ticket. -- 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
