Search found 178 matches

by Mike_B
24 Nov 2010, 12:12
Forum: General
Topic: Browser support?
Replies: 14
Views: 7043

Re: Browser support?

Hi Mike, this is the error message from my OTRS with IE8 when I try to answer to a ticket (server IP obfuscated): Dettagli errore pagina Web Agente utente: Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 6.1; WOW64; Trident/4.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media...
by Mike_B
24 Nov 2010, 11:59
Forum: General
Topic: Passing username within URL
Replies: 9
Views: 2571

Re: Passing username within URL

Is there any way to pass the Windows USERNAME variable to the OTRS Customer login Username field within a URL? This would save our customers needing to type it to gain access via the Customer Panel. Hi, you can try this: http://example.com/otrs/customer.pl?Action=Login&User=yourname but unfortunate...
by Mike_B
22 Nov 2010, 22:24
Forum: Help
Topic: Howto patch 3.0.1 to 3.0.2 on Windows
Replies: 2
Views: 1063

Re: Howto patch 3.0.1 to 3.0.2 on Windows

Hi, Upgrading on Windows at this point is a bit cumbersome: http://doc.otrs.org/3.0/en/html/x907.html#upgrade-windows-installer It consists of backup, deinstall, install, restore. Alternately, you can do a 'manual upgrade' using the zip file on your installation, which is mainly the same as this pro...
by Mike_B
22 Nov 2010, 22:18
Forum: Help
Topic: Updated from Ver 3 Beta 7 to Final Cannot Login
Replies: 3
Views: 844

Re: Updated from Ver 3 Beta 7 to Final Cannot Login

hi, you have to change the file kernel\output\html\Standard\Login.dtl delete the disabled="disabled" in line 145 delete readonly="readonly" in line 131,125 No! You should really not do that. The problem is that the javascript is not loaded on the front end. You should run bin/otrs.RebuildConfig.pl ...
by Mike_B
18 Nov 2010, 21:23
Forum: Help
Topic: Apache slow to respond
Replies: 12
Views: 6025

Re: Apache slow to respond

This only says: IF mod_perl is loaded, THEN.... But the question is, do you have mod_perl installed? You can verify this by running apache2ctl -M BTW we had an issue with mod_perl on RedHat based distros http://bugs.otrs.org/show_bug.cgi?id=4977 (fixed since 2.4.8 if you do RPM based installs, pleas...
by Mike_B
18 Nov 2010, 21:12
Forum: Help
Topic: Switching StorageModule to ArticleStorageFS
Replies: 4
Views: 3051

Re: Switching StorageModule to ArticleStorageFS

Hi, Been running OTRS 2.4.x for about a year now and the MySQL database is huge. I'd like to switch to the File System storage for future attachments, but does anyone know how to etract exising attachments from the DB to FS storage? This would really help me reduce the size of my database. Thanks J...
by Mike_B
17 Nov 2010, 23:15
Forum: General
Topic: Browser support?
Replies: 14
Views: 7043

Re: Browser support?

Apologies if I sound grumpy here, but which web browsers is OTRS 3.0 supposed to support? Hi Mothra, We don't support * Versions older than Microsoft Internet Explorer 7 * Versions older than Firefox 3 * All versions of Netscape For the customer frontend, Internet explorer 6 is also supported. So y...
by Mike_B
16 Nov 2010, 22:22
Forum: Help
Topic: Apache slow to respond
Replies: 12
Views: 6025

Re: Apache slow to respond

Webserver Check Comentario Estado Display web server version. You are running Apache/2.2.3 (CentOS). OK Check for CGI Accelerator. You should use FastCGI or mod_perl to increase your performance. [b]Critical[/b] [/code] That's your biggest issue I guess, you should really use mod_perl. Simply insta...
by Mike_B
16 Nov 2010, 22:17
Forum: Help
Topic: Moving from OTRS 2.4.7 w/ ITSM 1.3 to OTRS 3.0.1
Replies: 9
Views: 1965

Re: Moving from OTRS 2.4.7 w/ ITSM 1.3 to OTRS 3.0.1

Please understand that we don't yet have an FAQ package for OTRS 3.0.x, it will be due January 2011. You could *in a test environment* just uninstall the modules you don't want, maybe you have to remove some freefield stuff as well, I guess it will be minimal. Then upgrade to V3, test, test, test, a...
by Mike_B
16 Nov 2010, 16:22
Forum: Help
Topic: Emailing within a ticket - script crashes
Replies: 6
Views: 1552

Re: Emailing within a ticket - script crashes

silverkorn wrote:
Let me know what's your thoughts.
Thanks in advance! :)
My thoughts: ask your mail server administrator!
You probably need both authentication and SSL for SMTP, and then you'd be good.

--
Mike.
by Mike_B
16 Nov 2010, 15:56
Forum: General
Topic: otrs.org is down?
Replies: 5
Views: 1323

Re: otrs.org is down?

hansi-r6 wrote:dev.otrs.org is still down :(
Thanks for the report! It's fixed and monitored by Nagios :D

--
Mike
by Mike_B
16 Nov 2010, 15:18
Forum: General
Topic: otrs.org is down?
Replies: 5
Views: 1323

Re: otrs.org is down?

I assume it is 'ge-heise-d'. They posted the news 2h ago. (heise.de is hte most popular german IT news site and took down lots of sites just by submitting news with links to the respective sites) Yes, we were ge-heise-d. The thing is, the actual downloads of OTRS come from different servers, and th...
by Mike_B
16 Nov 2010, 15:10
Forum: Help
Topic: Send mail from OTRS 3.0.1
Replies: 8
Views: 2806

Re: Send mail from OTRS 3.0.1

Hi fomenkod,

You don't have Sendmail installed; that's not too much of a problem. Please look at your linux manual for how to configure it on your system.

Alternatively, you might want to configure sending mail out per SMTP:

http://doc.otrs.org/3.0/en/html/c1981.h ... nding-smtp

--
Mike
by Mike_B
16 Nov 2010, 13:20
Forum: Help
Topic: Slave ticket not sending email
Replies: 1
Views: 758

Re: Slave ticket not sending email

It's just what it says, if there is no explicit customer set in the slave ticket, mail is not sent out. So if you want mail on your slave tickets, make sure you select a customer from your customer database.

--
Mike.
by Mike_B
16 Nov 2010, 13:18
Forum: Help
Topic: MasterSlave package for OTRS3
Replies: 3
Views: 1210

Re: MasterSlave package for OTRS3

Hi Kibet, jojo,



We've just released the MasterSlave package for OTRS 3.0. Find it in a package manager near you soon :D

Please note that the scheduled release dates for the ITSM and FAQ are:
* FAQ 2.0 (for OTRS 3.x): Monday 31 January 2011
* OTRS ITSM 3.0: Tuesday 15 March 2011
--
Mike
by Mike_B
16 Nov 2010, 12:36
Forum: Help
Topic: OTRS 3.0 beta7 Statistics cannot be opened
Replies: 4
Views: 1331

Re: OTRS 3.0 beta7 Statistics cannot be opened

Hi Alexey, that kinda sucks. It seems like your database really does not accept more than one simultaneous connection? Please review your database settings with your DBA. In the mean time, it could be a workaround to save your sessions on the file system instead of in the database. This saves lots o...
by Mike_B
16 Nov 2010, 12:31
Forum: Help
Topic: OTRS 3 vs Debian.
Replies: 1
Views: 1365

Re: OTRS 3 vs Debian.

Hi Nalin,

can you let us know
1; what version of Debian you're using
2; what Perl you have

You can get these via the following commands:

Code: Select all

perl -v
cat /etc/debian_version
--
Mike
by Mike_B
16 Nov 2010, 12:24
Forum: Help
Topic: perl-TimeDate is needed
Replies: 2
Views: 869

Re: perl-TimeDate is needed

Oh damn. I've added perl-TimeDate as a prerequisite because that's the name of the package in the CentOS repos. Apparently the gentle Fedora folks thought it would be helpful if they renamed it. Or the other way around, I don't know. For now, just ignore the dependencies with rpm --nodeps and run bi...
by Mike_B
16 Nov 2010, 12:20
Forum: General
Topic: ITSM package install om OTRS 3.0.1
Replies: 13
Views: 2509

Re: ITSM package install om OTRS 3.0.1

andreasfc wrote:I was afraid of that, I will then wait for it and hopefully I can upgrade my 2.4.9 + itms to a newer version.
And of course you're invited to test the ITSM 3.0 beta packages when they become available in January 2011!
--
Mike
by Mike_B
11 Nov 2010, 15:11
Forum: Help
Topic: [RESOLVED] Hide external emails in customer dashboard
Replies: 2
Views: 871

Re: Hide external emails in customer dashboard

Hi David,

Actually, we have a bug report for this open and it's fixed in upcoming OTRS version 3.

If you want, you can backport the fix to OTRS 2.4.

http://bugs.otrs.org/show_bug.cgi?id=5975

Regards,

Mike
by Mike_B
11 Nov 2010, 14:27
Forum: Help
Topic: html in notifications
Replies: 1
Views: 610

Re: html in notifications

How do you mean? Where do they insert the tags?
Do you mean HTML tags or URLs?
--
Mike
by Mike_B
11 Nov 2010, 12:20
Forum: General
Topic: [SOLVED]problem with SMTPS after upgrade OTRS 2.4.7 to 2.4.9
Replies: 3
Views: 2521

Re: problem with SMTPS after upgrade OTRS 2.4.7 to 2.4.9

To solve this I have added the path C:\Program Files\OTRS\StrawberryPerl\c\bin my computer -> properties -> advanced -> environment variables -> system variables at the end of the path variable put a ; and add the path After that restart the system Exactly! The newest Windows Installers will add it...
by Mike_B
11 Nov 2010, 12:18
Forum: Help
Topic: I need OTRS 2.4.5 Schema
Replies: 2
Views: 717

Re: I need OTRS 2.4.5 Schema

Can I get the OTRS 2.4.5 database schema from somewhere? In your otrs/doc directory you'll find a .dia file containing the database schema. In recent OTRS versions, we've included the file also as an image (.png). It's in 2.4.8 and newer, but you can also see it on the web. http://source.otrs.org/v...
by Mike_B
11 Nov 2010, 12:15
Forum: Help
Topic: otrs[2.4.8,3.0.0]+mssql = SessionID invalid! Need user data
Replies: 2
Views: 1356

Re: otrs[2.4.8,3.0.0]+mssql = SessionID invalid! Need user d

Hi Jacek, You're using the Sybase driver for the MS-SQL database. MS SQL Server was forked off of Sybase code at some point, so it's similar, but that happened around 15 years ago, and the databases have evolved since. You can get away with using the Sybase driver to connect to a remote MS-SQL datab...
by Mike_B
11 Nov 2010, 11:45
Forum: Help
Topic: Ticket Create Failed
Replies: 1
Views: 803

Re: Ticket Create Failed

I guess you're suffering from this problem:

http://bugs.otrs.org/show_bug.cgi?id=5467

Please see if you have the right version of the SOAP::Lite library.
by Mike_B
04 Nov 2010, 20:50
Forum: General
Topic: Upgrading from 2.4.9 to 3 beta6
Replies: 3
Views: 1304

Re: Upgrading from 2.4.9 to 3 beta6

It LOOKS as if your OTRS instance does not have a valid database connection to start with. Please make sure that it's in shape before attempting to upgrade to 3.0.x....
--
Mike
by Mike_B
04 Nov 2010, 20:48
Forum: Помощь
Topic: Не ставится ITSM 2.1 beta3 на OTRS 2.4.8
Replies: 2
Views: 1597

Re: Не ставится ITSM 2.1 beta3 на OTRS 2.4.8

При установке ITSMChangeManagemen получаю ошибку. Core и Catalog установлен, база чистая. Software error: Can't locate object method "EventHandlerInit" via package "Kernel::System::ITSMChange" at j:/OTRS/OTRS//Kernel/System/ITSMChange.pm line 142. For help, please send mail to the webmaster (webmas...
by Mike_B
02 Nov 2010, 10:40
Forum: Help
Topic: How to disable the 'submit' button in customer.pl
Replies: 8
Views: 2121

Re: How to disable the 'submit' button in customer.pl

jojo wrote:Thats not possible in a 2.4. It seems that you have performance issues?
In version 3, this IS possible and is everywhere in the UI. Once you click a submit button, the button is disabled, so you can't click it twice.
--
Mike
by Mike_B
01 Nov 2010, 10:29
Forum: Help
Topic: Windows Install
Replies: 7
Views: 2494

Re: Windows Install

Hi Mr Craig,

what version of the Windows installer are you using?

--
Mike
by Mike_B
01 Nov 2010, 10:29
Forum: Help
Topic: Windows Installation ULTRA slow connecting even to localhost
Replies: 1
Views: 669

Re: Windows Installation ULTRA slow connecting even to local

How much memory do you have? The windows installer should be reasonably fast on recent hardware, at least comparable to OTRS on Linux.. There was an issue with some older versions that lead SysConfig to be very slow, because an XML lib could not be used, but that's fixed now. SysConfig is still slow...
by Mike_B
01 Nov 2010, 10:26
Forum: Help
Topic: OTRS 3.0 missing POP3S/how configure it for POP3S ?
Replies: 19
Views: 5564

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

Yeah, the open with situation can be simplified by adding the path to the perl executable to the system path variable. Then you can command line out to the script you want to run and just do 'perl script.pl'. Hi Sweenig, It's a bit 'after the fact' but the new OTRS installers (both for 2.4.9 and fo...
by Mike_B
27 Oct 2010, 09:28
Forum: OTRS Developers
Topic: AgentTicketSearch No Permission to use this frontend module!
Replies: 10
Views: 5993

Re: AgentTicketSearch No Permission to use this frontend mod

Dear crythias, thanks for your help but I didn't change anything there, I've setup a clean install again and it seems to working now although I don't know what was wrong :S Hi Bas, I suspect it was a permissions issue with the files in otrs/Kernel/Config/Files. But I'm glad it's working now. -- Mike.
by Mike_B
26 Oct 2010, 17:17
Forum: OTRS Developers
Topic: How to transfer a ticket subject in customer reply
Replies: 5
Views: 1471

Re: How to transfer a ticket subject in customer reply

Thanks Mike! I'll test version 3 as soon as the first stable version comes out. JDOS Please do. A nice way to test it now already is by signing up for an instance via http://www.otrsondemand.com - this way you can test out the new version, for free, without needing to set up the instance on a serve...
by Mike_B
26 Oct 2010, 16:40
Forum: OTRS Developers
Topic: How to transfer a ticket subject in customer reply
Replies: 5
Views: 1471

Re: How to transfer a ticket subject in customer reply

Hi guys, the idea is that the customer can provide more feedback in this subject: such as: "Status Update Requested" , "Log file added" , and so on. This information is then conveniently displayed in the Article Tree view in the Agent interface. But we understand that it not always makes sense to do...
by Mike_B
15 Oct 2010, 12:43
Forum: Help
Topic: ldap authentication for multi-group
Replies: 3
Views: 869

Re: ldap authentication for multi-group

Hi huozipan, You can sync LDAP groups to roles. Just paste in Config.pm and modify to your needs. The roles are synchronized whenever an agent logs on. # AuthSyncModule::LDAP::UserSyncRolesDefinition # (If "LDAP" was selected for AuthModule and you want to sync LDAP # groups to otrs roles, define th...
by Mike_B
27 Sep 2010, 12:53
Forum: Allgemeines
Topic: OTRS 2.4 Fork?
Replies: 37
Views: 8621

Re: OTRS 2.4 Fork?

Generell stellt sich mir eine Frage. Wie lang wird der 2.X Stamm (>2.4) noch supportet und mit Updates versorgt? Hi Hansi, (again, please excuse me for my English) OTRS support contracts support up to the last 2 minor releases. This means that 2.4 will be supported until we create 3.2 (because then...
by Mike_B
24 Sep 2010, 15:48
Forum: Allgemeines
Topic: OTRS 2.4 Fork?
Replies: 37
Views: 8621

Re: OTRS 2.4 Fork?

tisar wrote:Wie wäre es denn mit Getsatisfaction oder Uservoice? Beides sehr brauchbare Tools, wenn es um das Erfassen von Requests geht...
Yeah, it's similar to that.
--
Mike.
by Mike_B
24 Sep 2010, 15:10
Forum: Allgemeines
Topic: OTRS 2.4 Fork?
Replies: 37
Views: 8621

Re: OTRS 2.4 Fork?

IMHO wäre es sinnvoller eine "3.0 Power User Community" einzurichten, als einen 2.4er Fork abzuspalten. Sicherlich ist der initiale Aufwand um einiges höher. Wenn ich aber den Fokus auf die nächsten drei Jahre lege, dann bietet das komplette AJAX Framework mit einem Poweruser Theme mehr Komfortabil...
by Mike_B
24 Sep 2010, 15:09
Forum: Allgemeines
Topic: OTRS 2.4 Fork?
Replies: 37
Views: 8621

Re: OTRS 2.4 Fork?

@Mike Ich finde den Bugtracker für eine "Wishlist" eher suboptimal. Wäre es möglich hierfür eine andere Anlaufstelle wie ein Forum etc. zu geben? Sure, I can feel your pain. Actually we're internally testing out a new piece of software to gather ideas and that has nice things as voting and commenti...
by Mike_B
24 Sep 2010, 13:40
Forum: Allgemeines
Topic: OTRS 2.4 Fork?
Replies: 37
Views: 8621

Re: OTRS 2.4 Fork?

I'm really sorry, but forking is not about getting a bug tracker and a source code control system and a forum and a mailing list. It's much more. For companies to adopt your fork, they have to have trust that you are actually a sustainable project with an active group of developers. Otherwise they'l...
by Mike_B
24 Sep 2010, 13:30
Forum: OTRS Developers
Topic: One link, two actions
Replies: 2
Views: 801

Re: One link, two actions

Hi Faelric, I guess it would be nicest if you actually modify the Modules/AgentTicketZoom.pm to include an option for it. Like so: my $Lock = $Self->{ParamObject}->GetParam( Param => 'Lock' ); and then: # of course you should look up lock states first, hard coding is evil, but this is POC if ($Lock ...
by Mike_B
24 Sep 2010, 13:14
Forum: Allgemeines
Topic: OTRS 2.4 Fork?
Replies: 37
Views: 8621

Re: OTRS 2.4 Fork?

Hallo Mike :-) Für uns allein ein eigenes 3.0 Theme zu pflegen ist uns aber zu viel Arbeit. Dann lieber zusammen mit einer Community einen Fork weiter entwickeln. I'm sorry but I really can't see how forking and maintaining the fork would be less effort than contributing enhancements to the OTRS 3 ...
by Mike_B
24 Sep 2010, 12:00
Forum: Howtos
Topic: How to change/shorten the minute dropdown list
Replies: 2
Views: 2460

Re: How to change/shorten the minute dropdown list

Actually, I like this very much and I can see how it would be helpful, for instance when you need to set pending time. In some other cases, you might want to have the freedom of choosing any exact time. To top it off, I can see how you can have a drop-down with some action that says "show all minute...
by Mike_B
24 Sep 2010, 10:52
Forum: Allgemeines
Topic: OTRS 2.4 Fork?
Replies: 37
Views: 8621

Re: OTRS 2.4 Fork?

Hi André, (Bitte entschuldigung, ich finde es sehr schwer Deutsch zu reden...) I'm sorry to hear that you feel a bit disappointed about the OTRS 3 product in some places. Doing a fork and maintaining it successfully is very resource intensive. I understand that you don't really like some of the feat...
by Mike_B
15 Sep 2010, 13:03
Forum: Help
Topic: Postgres Error
Replies: 3
Views: 1289

Re: Postgres Error

Hi, Actually this looks like an old bugzilla report: http://bugs.otrs.org/show_bug.cgi?id=3793 I tried to reproduce this in order to fix it, but never succeeded in reproducing. Can you please provide some details about your configuration? * Server OS * PostgreSQL version * DBI and DBD::pg version * ...
by Mike_B
15 Sep 2010, 12:58
Forum: Help
Topic: OTRS 3.0 missing POP3S/how configure it for POP3S ?
Replies: 19
Views: 5564

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

The SSL perl module is part of perl, not of OTRS! Have a look at your installed perl modules whether SSL is installed. Yeah, that's right. The SSL module is a part of Perl. With the Windows Installer, however, we bundle Perl with OTRS. There's an issue with the Crypt::SSLeay module in that Perl; fo...
by Mike_B
15 Sep 2010, 12:55
Forum: Help
Topic: Upgrade 3.0.0 beta 2 => beta 3
Replies: 2
Views: 812

Re: Upgrade 3.0.0 beta 2 => beta 3

Just stop Apache + cron, copy the files, start Apache + cron again and you'd be good.
--
Mike
by Mike_B
14 Sep 2010, 16:53
Forum: Help
Topic: Windows Cron Jobs
Replies: 2
Views: 2518

Re: Windows Cron Jobs

Hi David,

what happens if you run this from a CMD window:
C:/PROGRA~2/OTRS/StrawberryPerl/perl/bin/perl.exe C:/PROGRA~2/OTRS/OTRS/bin/PostMasterMailbox.pl
--
Mike
by Mike_B
14 Sep 2010, 16:52
Forum: Help
Topic: Problem install OTRS 2.4.7 on Windows with DB2
Replies: 1
Views: 862

Re: Problem install OTRS 2.4.7 on Windows with DB2

Hi Milou, First of all, I guess you must realize that using DB2 is just much less common than using OTRS on MySQL or even Oracle. That said, OTRS officially supports it so it should be working. I can't tell from the thread you point to on the German forum which actually is the error message you are ...
by Mike_B
30 Aug 2010, 11:17
Forum: Help
Topic: SystemID format
Replies: 1
Views: 624

Re: SystemID format

Hi Rashit, you can only strip the SystemID from the ticket number if you create a custom ticketnumber module. Also, it can cause issues if you modify your ticketnumber format after you started using OTRS.

--
Mike