Search found 231 matches

by Mike_B
18 Aug 2010, 09:49
Forum: Help
Topic: [Solved] iPhone Error
Replies: 3
Views: 1490

Re: iPhone Error

Hi bkbarbon, even when creating queues with special characters the app still should work, obviously. I created a bug report based on your forum post http://bugs.otrs.org/show_bug.cgi?id=5753 , but one of the OTRS developers states it just works for him when he tried to reproduce. Can you please give...
by Mike_B
17 Aug 2010, 21:43
Forum: Help
Topic: OTRS 3.0 missing POP3S/how configure it for POP3S ?
Replies: 19
Views: 5144

Re: OTRS 3.0 missing POP3S/how configure it for POP3S ?

No, I'm guessing it has to do with this: http://doc.otrs.org/2.4/en/html/x1590.html If you don't see server type you'd want to use available as an option, you miss the required Perl modules. In that case, please refer to "Installation of Perl modules required for OTRS" for instructions. You'd be mis...
by Mike_B
17 Aug 2010, 10:47
Forum: OTRS Developers
Topic: How to make subqueues invisible to customer?
Replies: 2
Views: 1213

Re: How to make subqueues invisible to customer?

You can also use an ACL, as mentioned here http://wiki.otrs.org/index.php?title=Queues_in_Customer_Front_End $Self->{TicketAcl}->{'ACL-Customer-Queues'} = { Properties => {Frontend => {Action => ['CustomerTicketMessage'] }}, PossibleNot => { Ticket => { Queue => [ '[RegExp]::', # this hides all sub-...
by Mike_B
17 Aug 2010, 10:45
Forum: OTRS Developers
Topic: can i make a queue which is invisible to customers
Replies: 1
Views: 715

Re: can i make a queue which is invisible to customers

Hi Rani,

Please make sure the permission group you use for the customers is not the same as the group for the queue. You might also want to look here:

http://wiki.otrs.org/index.php?title=Qu ... _Front_End

--
Mike
by Mike_B
17 Aug 2010, 10:43
Forum: OTRS Developers
Topic: Notification (Event) additional filter: Article Sender Type
Replies: 2
Views: 1104

Re: Notification (Event) additional filter: Article Sender T

Hi Peter,

If you can supply patches against CVS HEAD for this we'd be happy to put it in 3.0beta2 - that way you don't have to patch again if you upgrade to v3, and others can benefit from your work as well...

Mike
by Mike_B
16 Aug 2010, 09:11
Forum: Hulp
Topic: 3.0.0 beta 1: nieuw ticket aanmaken
Replies: 5
Views: 2021

Re: 3.0.0 beta 1: nieuw ticket aanmaken

Hoi Ton, Dit heeft niets met specifiek OTRS 3 beta 1 te maken, maar alles met permissies. Een gebruiker kan alleen een ticket aanmaken in een wachtrij als hij RW of Create rechten heeft op de bijbehorende permissiegroep. Kijk dus onder Admin > Wachtrijen welke permissiegroep er gekoppeld is aan de w...
by Mike_B
27 Jul 2010, 09:43
Forum: Help
Topic: Add a port to the FQDN [RESOLVED]
Replies: 3
Views: 1437

Re: Add a port to the FQDN [RESOLVED]

Actually, this will not work 100% as the FQDN address will also be used when connecting to for instance an external SMTP server, which might or might not choke on this. The reason for this is that port numbers obviously aren't a part of the FQDN addresses. For OTRS to be able to handle port numbers ...
by Mike_B
09 Jul 2010, 13:14
Forum: Algemeen
Topic: OTRS 3 release party in Leiden
Replies: 7
Views: 17454

OTRS 3 release party in Leiden

Hoi, Met genoegen kondig ik hierbij aan de OTRS 3 release party op twee augustus aanstaande, in ons nieuwe kantoor in Leiden. We nodigen al onze klanten, gebruikers en geïnteresseerden uit. Vanaf 11 uur krijg je de nieuwe versie van OTRS gedemonstreerd, een presentatie te zien van de ontwikkelaars, ...
by Mike_B
08 Jul 2010, 09:25
Forum: Help
Topic: Cron.sh error
Replies: 1
Views: 864

Re: Cron.sh error

Maybe a little to obvious, but please check the permissions on /opt/otrs/var/tmp for the user you're running the cron jobs under.
by Mike_B
08 Jul 2010, 09:15
Forum: Help
Topic: Updating OTRS 2.4.7 to New version
Replies: 7
Views: 2212

Re: Updating OTRS 2.4.7 to New version

Actually, you'd need both the change from Ticket.pm and the Ticket.xml configuration file. It would probably easiest just to hack Ticket.pm for now. The feature you're looking for is going to be in version 3. That version is still in very active development at the moment, and I would NOT recommend t...
by Mike_B
08 Jul 2010, 09:09
Forum: General
Topic: $TicketNr not retrieving correctly the Ticket number
Replies: 1
Views: 797

Re: $TicketNr displaying in scientific notation in PHP

Hi Fredzz, This is a PHP issue: http://jetlogs.org/2008/02/05/php-problems-with-big-integers-and-scientific-notation/ I'm more familiar with Perl than with PHP :D I fixed the example on the wiki now, it should work. Please let me know how it works for you. http://wiki.otrs.org/index.php?title=Create...
by Mike_B
08 Jul 2010, 09:06
Forum: Help
Topic: 2.0.3 and freetext on changes
Replies: 2
Views: 715

Re: 2.0.3 and freetext on changes

As posted on the mailinglist before (just for sake of the forum archives), you checked the file from the upcoming 2.1 release of Change Management. 2.0.3 does not have this feature.
--
Mike
by Mike_B
08 Jul 2010, 08:58
Forum: Help
Topic: Additional Application - Doc Management
Replies: 3
Views: 1263

Re: Additional Application - Doc Management

Maybe you mean the File Manager? This is just a small web app that shares a directory via the web interface for your agents. It's available via the OTRS Package Manager.
by Mike_B
08 Jul 2010, 08:56
Forum: Help
Topic: top/usage going crazy
Replies: 1
Views: 696

Re: top/usage going crazy

lsb-release? That's just to check what version of linux you use. I guess you must have a Ubuntu box then?

Since OTRS does not use this at all it is a Linux issue, please try a linux forum instead.

If you resolved it, maybe you still can post the solution?

--
Mike
by Mike_B
08 Jul 2010, 08:54
Forum: Help
Topic: OTRS & Exchange 2010 POP3 (No SASL mechanism found) [SOLVED]
Replies: 13
Views: 15927

Re: OTRS & Exchange 2010 POP3 (No SASL mechanism found)

Hi,

There is no GSSAPI in the Perl installation you're using ATM. If you're using StrawberryPerl (you would then have a directory called D:\otrs\StrawberryPerl ...) please drop me a line, I can give you a download link that has it included and will probably work.

--
Mike.
by Mike_B
28 Jun 2010, 13:27
Forum: Help
Topic: single sign on
Replies: 2
Views: 2226

Re: single sign on

Hi tigra,

I guess you don't need to use $Self->{'AuthModule::HTTPBasicAuth::Replace'} = 'domain\\'; because you configured OmitDomain.
Is the user name coming through? Please see if the authentication to the web server works, it looks like the webserver does recognize the user name.

--
Mike.
by Mike_B
24 Jun 2010, 16:06
Forum: General
Topic: GET API exposed?
Replies: 1
Views: 1142

Re: GET API exposed?

Hi Justin, While not completely what you're asking, we have a SOAP interface that you can leverage. This has to be enabled by the system administrator and would allow you to use a remote script to fetch data from OTRS. Also, coming up is a JSON interface so you can use JSON requests to the ticket AP...
by Mike_B
23 Jun 2010, 09:32
Forum: Help
Topic: Advanced Installation for Windows
Replies: 2
Views: 1083

Re: Advanced Installation for Windows

Hi, here's one approach: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=282 and here's another (but that actually uses MS-SQL, so you'll have to edit it a bit) http://afsharm.blogspot.com/2009/03/installing-otrs-active-perl-on-windows.html If you could add your steps to the Wiki (http://...
by Mike_B
22 Jun 2010, 13:39
Forum: General
Topic: Hide email history in custom reply
Replies: 3
Views: 1304

Re: Hide email history in custom reply

Hi Hiep,

I'm afraid this would currently only be possible for the whole OTRS system, by means of modifying the ResponseTemplate via the SysConfig.
--
Mike
by Mike_B
22 Jun 2010, 13:08
Forum: Help
Topic: Setting up 2 or more SMTP accounts
Replies: 16
Views: 8085

Re: Setting up 2 or more SMTP accounts

You can set up as many different POP/IMAP accounts in OTRS as you wish for incoming messeges (mailboxes), but only one SMTP server is required, which is enough for sending mails. Hi Peter, that last statement is not necessarily true. More and more SMTP servers will only want to relay mail for their...
by Mike_B
21 Jun 2010, 09:09
Forum: General
Topic: A bug or a feature?
Replies: 2
Views: 1217

Re: A bug or a feature?

Hi Andie,

I'm afraid it's a bug :( - we also have bug http://bugs.otrs.org/show_bug.cgi?id=4119 which is somewhat related.
--
Mike
by Mike_B
17 Jun 2010, 22:02
Forum: OTRS Developers
Topic: close tickets
Replies: 2
Views: 901

Re: close tickets

What would you think of:

Code: Select all

$TicketObject->StateSet(
        State    => 'closed successful',
        TicketID => 123,
        UserID   => 123,
    );
by Mike_B
16 Jun 2010, 17:16
Forum: General
Topic: New Features of the new ITSM 2.0.2
Replies: 3
Views: 1063

Re: New Features of the new ITSM 2.0.2

Oh yeah, and please don't just re-post if you did not get a reply on your initial question: http://forums.otrs.org/viewtopic.php?f=53&t=5017
by Mike_B
16 Jun 2010, 15:02
Forum: General
Topic: About license
Replies: 6
Views: 1571

Re: About license

Thanks for pointing this out. I've raised a bug (http://bugs.otrs.org/show_bug.cgi?id=5478) and it's addressed in upcoming OTRS 2.4.8.

--
Mike.
by Mike_B
15 Jun 2010, 20:58
Forum: Help
Topic: How to setup SSL SMTP ?
Replies: 11
Views: 2972

Re: How to setup SSL SMTP ?

You can try installing this package:

http://users.otrs.com/~mb/SMTPTLS-1.0.1.opm

It will add STARTTLS support to your OTRS 2.4 framework. In Admin > SysConfig > Framework > Core::Sendmail you'll find a new option "SMTPTLS", pick this.

Let me know if it works,

Mike.
by Mike_B
15 Jun 2010, 20:54
Forum: Help
Topic: Updating from 2.1.8 [solved]
Replies: 8
Views: 2476

Re: Updating from 2.1.8 [unsolved]

Hi Bruno, You should just fetch the latest version, 2.4.7, and then run the install scripts for 2.1.8 to 2.2, then to 2.3, then to 2.4 and then you're good. Notice that you need to run SQL updates as well as .pl files for some versions. Just check the UPGRADING file in the OTRS root directory. It's ...
by Mike_B
09 Jun 2010, 15:24
Forum: OTRS Developers
Topic: How to pass Parameters to the OTRS Modules
Replies: 2
Views: 798

Re: How to pass Parameters to the OTRS Modules

Please just check out the examples you'll find in the [otrs]/bin directory.
by Mike_B
09 Jun 2010, 12:54
Forum: Help
Topic: How to setup SSL SMTP ?
Replies: 11
Views: 2972

Re: How to setup SSL SMTP ?

If you're still interested, today I added SMTP TLS support (which Exchange apparently requires) to OTRS 3. If you want to add it to OTRS 2.x, please give me a shout and I'll create an OPM package for you.
by Mike_B
09 Jun 2010, 09:53
Forum: General
Topic: OTRS customization
Replies: 4
Views: 2225

Re: OTRS customization

1. Is it possible to have a database with companies, while particular clients are the employees of that company? Our support is company-based, so we need to map every ticket to a company. People that we contact with tend to change even throughout the resolution of one problem/ticket. Conseqently al...
by Mike_B
09 Jun 2010, 09:40
Forum: General
Topic: Can OTRS Deploy on IIS ?
Replies: 2
Views: 1388

Re: Can OTRS Deploy on IIS ?

Yeah, sure, if you want you can deploy OTRS on IIS. There are instructions available for how to install any Perl application with IIS, for instance on the ActiveState website. They also apply for OTRS.

--
Mike.
by Mike_B
09 Jun 2010, 09:39
Forum: OTRS Developers
Topic: Usage of OTRS Modules in perll script
Replies: 4
Views: 2694

Re: Usage of OTRS Modules in perl script

It seems like you don't have much experience writing Perl scripts, right? That's no problem, here's an example that I hope is useful for you. Please check out the following snippet. Please note that it assumes it is placed in the /opt/otrs/bin directory. If you want to have it somewhere else, modify...
by Mike_B
08 Jun 2010, 13:54
Forum: OTRS Developers
Topic: Usage of OTRS Modules in perll script
Replies: 4
Views: 2694

Re: Usage of OTRS Modules in perll script

try

Code: Select all

use lib "/opt/otrs/";
because your lib root is otherwise pointing at the wrong location.
by Mike_B
08 Jun 2010, 11:13
Forum: Help
Topic: Escalation times based on ticket priority?
Replies: 6
Views: 3664

Re: Escalation times based on ticket priority?

... also, it is not possible to change the SLA of the ticket any time, which again is something we frequently have to do, i.e. if we receive a Critical severity issue, but work our way to resolve the main issues within the Critical SLAs, and with which the problem becomes Medium severity, then I'd ...
by Mike_B
04 Jun 2010, 14:19
Forum: Help
Topic: POP3 troubleshooting
Replies: 2
Views: 1158

Re: POP3 troubleshooting

Depending on how you set up OTRS, you probably can find more info in the syslog. But I want to mention that your version of OTRS is REALLY old. The current version is 2.4.7 and is available in Debian Testing. Alternatively, you can do a 'manual install' - see http://wiki.otrs.org/index.php?title=Ins...
by Mike_B
04 Jun 2010, 11:39
Forum: Help
Topic: SMTP
Replies: 2
Views: 1020

Re: SMTP

Hi Ken, First, if you don't need the AuthUser and AuthPassword please just leave these lines out of the config. Second, you could best just remove that whole piece of configuration out of the text file and use the SysConfig instead, so you can enter the values via the GUI. First remove the bit from ...
by Mike_B
04 Jun 2010, 11:36
Forum: Help
Topic: scheduled/automated stats report generation
Replies: 2
Views: 1095

Re: scheduled/automated stats report generation

Hi,

You can create stats from the command line, and then automatically send them to an email address. If you'd do this from Cron, you'd be good...

http://doc.otrs.org/2.4/en/html/x2606.h ... ts-mkstats

--
Mike
by Mike_B
02 Jun 2010, 22:00
Forum: General
Topic: Deleting Tickets
Replies: 4
Views: 1382

Re: Deleting Tickets

From search? Would you mean: using GenericAgent? that's the only place I know...
by Mike_B
01 Jun 2010, 14:16
Forum: Help
Topic: Notification (Event) - email format
Replies: 9
Views: 5888

Re: Notification (Event) - email format

Correct, this is enhancement request http://bugs.otrs.org/show_bug.cgi?id=5114

If somebody would patch it against CVS head, we'd be willing to accept patches.
--
Mike.
by Mike_B
01 Jun 2010, 14:11
Forum: Help
Topic: Customer Poetal - Services
Replies: 2
Views: 992

Re: Customer Poetal - Services

Hi,

please make sure you link services to customer users, or set default services, via Admin > Services.

--
Mike.
by Mike_B
01 Jun 2010, 14:10
Forum: Help
Topic: Escalation times based on ticket priority?
Replies: 6
Views: 3664

Re: Escalation times based on ticket priority?

Hi Pekkaar, This is http://bugs.otrs.org/show_bug.cgi?id=2542 --> it's simply not there yet. So priorities are useful for: * Notifications (if TicketPriorityUpdate and Priority = 5 , then send notification to joe.manager@example.com) * Overviews (which are ordered by priority) * Generic agent action...
by Mike_B
01 Jun 2010, 14:06
Forum: Help
Topic: Slow on CentOS 5.4
Replies: 1
Views: 1423

Re: Slow on CentOS 5.4

Hi David, Did you check the Support Assessment modules? It could well be that you actually aren't running under mod_perl -> see this bug report: http://bugs.otrs.org/show_bug.cgi?id=4977 PROBLEM DESCRIPTION =================== mod_perl is not used in fedora with RPM from OTRS.org STEP-BY-STEP DESCRI...
by Mike_B
01 Jun 2010, 14:02
Forum: General
Topic: CustomerPanelUserID: What is this used for?
Replies: 2
Views: 1488

Re: CustomerPanelUserID: What is this used for?

Hi wannabee.... the option you're finding in the SysConfig is used for the actions carried out via the customer panel (customer.pl). A customer user can create a ticket, and can create follow-ups and such. But if you look in the ticket history you'll see that user id 1 (root@localhost) or whatever o...
by Mike_B
01 Jun 2010, 13:56
Forum: General
Topic: Customizing the Subject Line in OTRS
Replies: 1
Views: 1074

Re: Customizing the Subject Line in OTRS

You should be able to pull this off by editing the .dtl file. Look at otrs/Kernel/Output/HTML/Standard/CustomerTicketMessage.dtl and replace appropriately.

--
Mike.
by Mike_B
01 Jun 2010, 13:53
Forum: General
Topic: Can't connect to smtp.nerim.net: Unknown error!
Replies: 2
Views: 1200

Re: Can't connect to smtp.nerim.net: Unknown error!

Hi Scorpion, please consult your mail administrator to find out which ports to use, and if authentication or encryption (SMTPS) would be required.

--
Mike
by Mike_B
01 Jun 2010, 13:51
Forum: General
Topic: How to join pics in preformatted reply?
Replies: 2
Views: 1174

Re: How to join pics in preformatted reply?

Hi duncan,

I don't really understand your issue. If you mean, you can't add an image in a pre-defined response, in that case you're right. We have a bug report for that, it will be added in the future. See http://bugs.otrs.org/show_bug.cgi?id=5173

Regards,

Mike.
by Mike_B
01 Jun 2010, 13:48
Forum: General
Topic: Migration process from ITSM 1.1 to 2.0
Replies: 1
Views: 961

Re: Migration process from ITSM 1.1 to 2.0

So what version is the GeneralCatalog package you have? You can check this via Admin > Package Manager.
by Mike_B
28 May 2010, 11:35
Forum: Help
Topic: Compose Answer (Email) template contains extra text
Replies: 2
Views: 1579

Re: Compose Answer (Email) template contains extra text

This is because of the ResponseFormat, you can configure in the SysConfig how it should look like. Please go to Admin > SysConfig and search for ResponseFormat.

--
Mike
by Mike_B
28 May 2010, 09:18
Forum: OTRS Developers
Topic: Restful API calls
Replies: 1
Views: 948

Re: Restful API calls

Do you mean you'd like to access a restful API on another system from OTRS? We don't have a ready example, but please take a look at this great example code in Perl that accesses an Amazon webservice: http://developer.amazonwebservices.com/connect/entry.jspa?externalID=443&categoryID=24 Also please ...