Search found 231 matches

by Mike_B
28 May 2010, 09:15
Forum: Help
Topic: How to setup SSL SMTP ?
Replies: 11
Views: 2830

Re: How to setup SSL SMTP ?

Could it be that you have not, or not properly configured Core::FQDN? Please change this value in otrs/Kernel/Config.pm with a text editor, or, if the value is not there, then please change it via SysConfig.

Regards,

Mike.
by Mike_B
28 May 2010, 09:13
Forum: Hulp
Topic: Volgende status voor ticket
Replies: 2
Views: 1571

Re: Volgende status voor ticket

Hallo Ivebe,

Wat dacht je van Beheer > Status?

Denk erom dat je waarschijnlijk wilt koppelen aan statustype 'Gesloten' - dan wordt deze ook vanzelf in de andere schermen gepresenteerd.

Groet,

Michiel
by Mike_B
26 May 2010, 12:40
Forum: Help
Topic: LDAP/Active Directory Problems
Replies: 2
Views: 3088

Re: LDAP/Active Directory Problems

First of all, Ubuntu 9.0 does not exist, you'll either be running 9.4 or 9.10. Second, you seem to run the 'otrs2' package from the Ubuntu repositories, there is a file 'debian.readme' on your system which explains what they did to mess file permissions up and how you can get that back. The problem ...
by Mike_B
25 May 2010, 17:19
Forum: Help
Topic: Installation on a non dedicated server
Replies: 2
Views: 1269

Re: Installation on a non dedicated server

Hi, if you want to run OTRS, you must be able to access the apache configuration. Apart from that, you need to install a set of Perl modules, and you should be able to run cron jobs. Most shared hosting setups don't allow this, you would probably need to have a VPS (virtual private server) at least ...
by Mike_B
25 May 2010, 17:14
Forum: Help
Topic: Create Ticket of a Unauthorized Customer
Replies: 1
Views: 898

Re: Create Ticket of a Unauthorized Customer

Hi Jampal, of course this is possible. OTRS is really good at integration with email. So what you can do is to simply create a web form that submits an email into OTRS. By using the PostMaster Filters, you can push the ticket to the correct queue. Alternatively, you can just publish the email addres...
by Mike_B
25 May 2010, 14:47
Forum: OTRS Developers
Topic: Usage of OTRS Modules
Replies: 5
Views: 2108

Re: Usage of OTRS Modules

I guess it is because you did not change the value for $url - and your script now tries to connect to example.com which does not exist?
by Mike_B
25 May 2010, 14:45
Forum: General
Topic: Phone Ticket and Email Ticket
Replies: 2
Views: 1373

Re: Phone Ticket and Email Ticket

Sure! For most items in the OTRS interface it is possible to either remove them, or for instance to make them only available to members of a certain permission group. go to Admin > SysConfig > Ticket > Frontend::Agent::ModuleRegistration and disable Frontend::Module###AgentTicketPhone Regards, Mike.
by Mike_B
25 May 2010, 14:35
Forum: Help
Topic: "stats" not support chinese
Replies: 2
Views: 1000

Re: "stats" not support chinese

Hi,
the problem is actually that the font we use by default, does not support Chinese glyphs. Please check this article I just put on the wiki:

http://wiki.otrs.org/index.php?title=Us ... PDF_prints

hope it helps,

Mike.
by Mike_B
25 May 2010, 13:22
Forum: Help
Topic: how can customer send ticket without choosing queue?
Replies: 8
Views: 4520

Re: how can customer send ticket without choosing queue?

Hi,

Please also check this article on the wiki: http://wiki.otrs.org/index.php?title=Qu ... _Front_End

Hope it helps,

Mike.
by Mike_B
25 May 2010, 10:46
Forum: OTRS Developers
Topic: Usage of OTRS Modules
Replies: 5
Views: 2108

Re: Usage of OTRS Modules

Hi Mohan, it might be my inexperience with accessing Perl modules from PHP, but generally I would recommend that if you want to work with OTRS modules directly, you should stick with Perl. This would in my opinion be a lot easier to maintain. If you want to write PHP, that is of course also possible...
by Mike_B
25 May 2010, 10:43
Forum: OTRS Developers
Topic: How to fetch and insert data from otrs database
Replies: 2
Views: 950

Re: How to fetch and insert data from otrs database

Hi Mohan, it depends on how you want to use the data. Basically, you have the option to access the data via the Perl API, so you can create a Perl script to access the data, you can write a script from any programming language, using our SOAP interface, if you want you can directly access the data i...
by Mike_B
05 May 2010, 09:35
Forum: Algemeen
Topic: OTRS in Latijns Amerika
Replies: 0
Views: 11416

OTRS in Latijns Amerika

OTRS in Major Latin American Expansion
Opens Mexico City HQ and Jalisco development lab; names Managing Director for Latin America
See: http://bit.ly/dANeCc
by Mike_B
02 May 2010, 13:51
Forum: Help
Topic: FAQ Text in AgentComposeTicket
Replies: 1
Views: 1061

Re: FAQ Text in AgentComposeTicket

By far the best method to do this is to use a custom translation file, see: http://doc.otrs.org/developer/2.4/en/ht ... ation-file

This way, if you do any upgrades to the FAQ package, your translations will still be in place.

Regards,

Mike.
by Mike_B
28 Apr 2010, 21:56
Forum: Help
Topic: High Load and hung httpd processes
Replies: 5
Views: 2659

Re: High Load and hung httpd processes

Hi Concept, It seems like you have some sort of corruption in your database? I noticed you did not mention what database you are using. If you can reproduce the issue by opening one specific ticket, please try to backup and restore your database on a separate host and see if you can replicate the is...
by Mike_B
28 Apr 2010, 21:51
Forum: General
Topic: Configure Email on OTRS
Replies: 4
Views: 1325

Re: Configure Email on OTRS

Hi Jose,

In most setups you don't need to provide a username and password in your SMTP configuration. Please try to remove them and see if it works.

Otherwise, the error indicates that the username and password you used are not valid. Please consult your mail server admin.
--
Mike
by Mike_B
25 Apr 2010, 20:34
Forum: Help
Topic: queueview : only unlock ?
Replies: 6
Views: 1246

Re: queueview : only unlock ?

You would usually use the Status View for this instead. Activate it via the SysConfig.
--
Mike.
by Mike_B
23 Apr 2010, 14:20
Forum: Hulp
Topic: Gebruikers aan Groepen koppelen
Replies: 2
Views: 1403

Gebruikers aan Groepen koppelen

Hoi Hielko, Volgens mij haal je twee dingen door elkaar: klanten (customers) en gebruikers (agents). De optie om klanten aan groepen te koppelen heb je alleen in bijzondere scenarios nodig, meestal niet. Om dit aan te zetten moet je in de systeemconfiguratie een optie wijzigen, daar is de melding oo...
by Mike_B
23 Apr 2010, 12:20
Forum: Help
Topic: Email sent on ticket closed
Replies: 15
Views: 4826

Email sent on ticket closed

Hi, You CAN do this, it's pretty easy to set up. Just check Admin > Notifications (Event) and create the notification you want. However, what i'd recommend, is to let the helpdesk always contact the end user by phone or email when closing a ticket. That way you don't 'need' the notification, because...
by Mike_B
23 Apr 2010, 09:20
Forum: Help
Topic: please help
Replies: 14
Views: 4141

please help

please i need help on how to set cron job and also use Apache::DBI (); Apache::DBI->connect_on_init('DBI:mysql:otrs', 'otrs', 'my-secret-pass'); use DBI (); and also some of the perl are not installed how can i fix it? Hi Tomas, Configuring Apache::DBI is very simple, you already showed the couple ...
by Mike_B
23 Apr 2010, 08:43
Forum: Help
Topic: "Alert" option. Is there any such option?
Replies: 4
Views: 1679

"Alert" option. Is there any such option?

One situation that I have seen in use was implementing an Event Based notification that would send out an email in case a ticket with high priority entered the system, or an existing ticket was set to high. This might be a nice way to alert management, or your service desk agents, or both, of a situ...
by Mike_B
23 Apr 2010, 08:41
Forum: Help
Topic: different freetext shown depending on customer/service
Replies: 4
Views: 1814

different freetext shown depending on customer/service

Any chance this will be possible on 3.0 version? Just to manage expectations: probably, no. Our main goal for version 3 is to have the new GUI, with improved usability and accessibility. Any features apart from that we CAN add, because for instance we built something for a customer, or received som...
by Mike_B
20 Apr 2010, 10:45
Forum: Help
Topic: please help
Replies: 14
Views: 4141

please help

Well, than, please follow these instructions. If you're stuck somewhere, please describe what you did and what issue you have. http://wiki.otrs-forum.de/index.php?title=Installation_on_Ubuntu_Lucid_Lynx_%2810.4%29 And, it seems like you're not really familiar with linux. As Shawn recommended, it mig...
by Mike_B
19 Apr 2010, 22:52
Forum: Help
Topic: Not able to "Compose Answer (email)"
Replies: 12
Views: 2874

Not able to "Compose Answer (email)"

That is not required. You can send to info@example.com but receive replies from tech-support-l3@example.com.
Actually, any incoming address on your system can be used to update a ticket. It does not matter what queue the ticket is currently in.
--
Mike
by Mike_B
19 Apr 2010, 21:46
Forum: Help
Topic: Not able to "Compose Answer (email)"
Replies: 12
Views: 2874

Not able to "Compose Answer (email)"

janjohansson wrote:Is this also the reason for no notification being sent to the reporting email address when a ticket is closed?
Have you made a custom notification? Usually, the notifications are added as articles to the tickets. Can you see those?
--
Mike.
by Mike_B
19 Apr 2010, 21:42
Forum: Help
Topic: Not able to "Compose Answer (email)"
Replies: 12
Views: 2874

Not able to "Compose Answer (email)"

Hi,

You'll have to specify the addresses you want to use for outgoing email under Admin > Email Addresses, and then, attach that address to the queue the ticket is in. It sounds like the ticket currently is in a queue without a valid email address?

--
Mike.
by Mike_B
19 Apr 2010, 08:27
Forum: Help
Topic: please help
Replies: 14
Views: 4141

please help

yes i want to know how and can any one be specific when you describe the installation process. 8) I guess we would like to help you here, or at least to point you in the right direction. But for us to be able to do so, you would need at least specify what platform you're using (so: Windows Server 2...
by Mike_B
14 Apr 2010, 11:06
Forum: Help
Topic: please help
Replies: 14
Views: 4141

please help

Hi Tomas, Which Linux version are you on? If you're on a distribution such as CentOS, Red Hat, Suse, you should download the appropriate RPM from http://otrs.org/download If you're on Debian or Ubuntu, you'll find instructions here: http://wiki.otrs-forum.de/index.php?title=Installation_on_Ubuntu_Lu...
by Mike_B
08 Apr 2010, 17:27
Forum: General
Topic: Welcome to the English forum!
Replies: 2
Views: 2503

Welcome to the English forum!

Hi, welcome to the English part of the OTRS forums. I hope you'll add lots of information here so it will become a useful resource of valuable information soon! Some simple guidelines: Be patient. This is not a phone support line. Don't ask frequently asked questions. Using a search engine, visiting...
by Mike_B
08 Apr 2010, 17:06
Forum: Algemeen
Topic: Welkom op het Nederlandse gedeelte
Replies: 0
Views: 11666

Welkom op het Nederlandse gedeelte

Hallo allemaal, welkom op het Nederlandse gedeelte van het OTRS forum. Hoewel er op het Engelstalige gedeelte waarschijnlijk meer mensen aanwezig zijn om je vragen te beantwoorden, is het soms prettig als je in het Nederlands een vraag kan stellen. Ik zal een oogje in het zeil houden; vragen staat v...
by Mike_B
12 Jan 2010, 18:31
Forum: Hilfe
Topic: OpenSuse 11.2 64Bit & OTRS 2.4.5. Installationsproblem
Replies: 20
Views: 2824

OpenSuse 11.2 64Bit & OTRS 2.4.5. Installationsproblem

Hallo, ich versuche gerade OTRS auf unserem neuen 64 Bit Server zu installieren (openSuse 11.2). Nun erhalte ich beim Einspielen des RPM Paketes folgende Fehlermeldung: rpm -ivh otrs-2.4.5-01.noarch.rpm error: Failed dependencies: mysql-shared is needed by otrs-2.4.5-01.noarch Welches RPM verbirgt ...