Search found 723 matches

by ferrosti
13 Mar 2012, 17:54
Forum: Help
Topic: OTRS LDAP configuration
Replies: 7
Views: 1585

Re: OTRS LDAP configuration

Please post your log and edit your signature about version, OS, etc.
by ferrosti
13 Mar 2012, 15:45
Forum: Allgemeines
Topic: 08-09.03.12 - kostenloser OTRS-Entwickler-Workshop Erlangen
Replies: 19
Views: 8520

Re: 08-09.03.12 - kostenloser OTRS-Entwickler-Workshop Erlan

Von mir auch noch mal vielen Dank!
Viel mehr gibt es nicht zu sagen :)
by ferrosti
13 Mar 2012, 13:09
Forum: Help
Topic: Email Errors - but emails send ok
Replies: 12
Views: 5667

Re: Email Errors - but emails send ok

Seems good to me. You should possibly go for a bugreport.
Please update your signature with your version and OS, etc.
by ferrosti
13 Mar 2012, 13:04
Forum: Help
Topic: OTRS LDAP configuration
Replies: 7
Views: 1585

Re: OTRS LDAP configuration

Try this one CustomerKey => 'samaccountname', CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['samaccountname', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearc...
by ferrosti
13 Mar 2012, 12:58
Forum: Help
Topic: Ticket Type not translated when new ticket created
Replies: 2
Views: 448

Re: Ticket Type not translated when new ticket created

Are you running Apache with mod_perl and possibly did not restart?
by ferrosti
13 Mar 2012, 12:55
Forum: Help
Topic: Group queues for overview?
Replies: 22
Views: 4128

Re: Group queues for overview?

RW overwrites all permissions you have set ahead. Leaving out 'move_into', but setting RW will still give all permissions and is just like every other permission system works like, let it be windows file permissions, Active Directory or whatever. RW always includes everything. To deny access to a si...
by ferrosti
13 Mar 2012, 12:46
Forum: Help
Topic: Email Errors - but emails send ok
Replies: 12
Views: 5667

Re: Email Errors - but emails send ok

It also could be a problem of the CPAN module.
Can you please post the output of $OTRS_HOME\bin\otrs.CheckModules.pl
by ferrosti
12 Mar 2012, 22:41
Forum: Help
Topic: Group queues for overview?
Replies: 22
Views: 4128

Re: Group queues for overview?

WTF?
Why the heck do you apply rw permissions in cases you do not want them? Give all permissions you need, and no more. What's the matter?

Please read about what roles and groups are for to achieve what you want, rather than raping some other code to suit your needs it is not intended to.
by ferrosti
12 Mar 2012, 16:23
Forum: Help
Topic: Ticket Type
Replies: 1
Views: 335

Re: Ticket Type

See Core::Ticket, parm Ticket::Type in SysConfig
by ferrosti
12 Mar 2012, 16:16
Forum: Help
Topic: How to set Reply mail senders?
Replies: 5
Views: 1057

Re: How to set Reply mail senders?

Agents use the reply address that is defined at the queue settings.

Auto-Replies use the address that is specified in SysConfig.
by ferrosti
12 Mar 2012, 16:14
Forum: Help
Topic: Customer user can't be added!
Replies: 4
Views: 972

Re: Customer user can't be added!

Do you have a customer backend configured in your config?
by ferrosti
12 Mar 2012, 16:13
Forum: Help
Topic: Email Errors - but emails send ok
Replies: 12
Views: 5667

Re: Email Errors - but emails send ok

It seems like these kind of mails are not formatted correctly, as '<CRLF>.<CRLF>' implies.
Does this happen on automated replies only or on agents responses, too?
by ferrosti
12 Mar 2012, 15:53
Forum: Help
Topic: Group queues for overview?
Replies: 22
Views: 4128

Re: Group queues for overview?

You should setup your permissions more granular. There is a permission called 'move_into' that is AFAIR not enabled per default and needs to be entered manually into the list. Search SysConfig for System::Permissions. For working with OTRS it sometimes helps to build stored searches. It´d be only a ...
by ferrosti
12 Mar 2012, 15:36
Forum: General
Topic: OTRS::ITSM
Replies: 3
Views: 432

Re: OTRS::ITSM

Go to Admin => PacketManager and install your downloaded package. @1) You either need to set up an MTA on your OTRS box, or you let OTRS connect to an external mailbox using POP3 or IMAP. See the OTRS doc for further details. @2) Please read the documentation and search this forum. It is described v...
by ferrosti
12 Mar 2012, 15:15
Forum: General
Topic: Convert / Migrate MSSQL to MySQL - lessons learned ?
Replies: 1
Views: 407

Re: Convert / Migrate MSSQL to MySQL - lessons learned ?

This is a good way to go on a low level migration base. In case you are familiar with it, get ready to go.
Rather than looking here, I´d recommend to have a look at mySQLs migration guide. There are plenty of hints on how to migrate from MSSQL.
by ferrosti
06 Mar 2012, 17:37
Forum: Help
Topic: convert DB from MSSQL to MYSQL
Replies: 7
Views: 800

Re: convert DB from MSSQL to MYSQL

mssql database we are using iso-8859-1 as default charset
Do you have mySQL configured to use the same codepage as default, as well as your tables codepage?
Submit a

Code: Select all

SHOW CREATE TABLE article_plain;
and see the last line.

BTW: OTRS starting at 3.0 should per default use UTF-8!
by ferrosti
29 Feb 2012, 16:55
Forum: Hilfe
Topic: Migration 2.4.6 auf 3.1.1 unter Ubuntu 9.10 / 11.10
Replies: 5
Views: 777

Re: Migration 2.4.6 auf 3.1.1 unter Ubuntu 9.10 / 11.10

Ich habe mir für den Wechsel von 2.3 auf 3.0 ein Testsystem installiert und die Migration nach zwei Testdurchläufen automatisiert (gescriptet). Das hängt dann natürlich stark davon ab, wie viele Tickets Du im System hast, wie viele Anpassungen Du im Frontend (Theme) gemacht hast, etc. Ich habe frühe...
by ferrosti
29 Feb 2012, 13:23
Forum: Hilfe
Topic: Migration 2.4.6 auf 3.1.1 unter Ubuntu 9.10 / 11.10
Replies: 5
Views: 777

Re: Migration 2.4.6 auf 3.1.1 unter Ubuntu 9.10 / 11.10

Ich würde bereits beim Wechsel auf die 3.0 auf UTF-8 setzen! Das erspart einigen Ärger.
by ferrosti
29 Feb 2012, 13:09
Forum: Hilfe
Topic: Durch Mail-Filter bei Ticket Besitzer voreinstellen?
Replies: 8
Views: 1328

Re: Durch Mail-Filter bei Ticket Besitzer voreinstellen?

Über Sinn und Unsinn lässt sich streiten. Ich bin auch jojos Ansicht, aber mein Chef hat seine Chefkarte ausgespielt und so haben wir für jeden MA eine eigene Sub-Queue, zusätzlich zu den Teams. Wir lösen das so, dass wir das Exchange Postfach auch im Outlook gemapped haben und Mails an uns dort hin...
by ferrosti
29 Feb 2012, 11:00
Forum: Help
Topic: Need help with LDAP/AD Auth
Replies: 11
Views: 1115

Re: Need help with LDAP/AD Auth

Do you have

Code: Select all

$Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';
and all of its following parms configured?

Detailed error messages would be really helpful.
by ferrosti
28 Feb 2012, 13:02
Forum: Help
Topic: Need help with LDAP/AD Auth
Replies: 11
Views: 1115

Re: Need help with LDAP/AD Auth

I don´t know what you do, but your log says
[Mon Feb 27 15:56:56 2012][Notice][Kernel::System::Auth::DB::Auth]
which means, that you are trying to auth against your local DB, not LDAP.
by ferrosti
24 Feb 2012, 17:39
Forum: Hilfe
Topic: Cron jobs als user otrs ausführen
Replies: 3
Views: 589

Re: Cron jobs als user otrs ausführen

Zumindest 'otrs' muss die Dateien lesen können. Der Rest ist egal. Es empfiehlt sich aber die Berechtigungen komplett durch das $OTRS_HOME/bin/otrs.SetPermissions.pl Script zu setzen. Das sind keine Sicherungskopien. Die .dist Dateien sind Vorlagen, und die Kopien, die Du erstellt hast sind diejenig...
by ferrosti
24 Feb 2012, 16:47
Forum: Help
Topic: migrating to new hardware and server name
Replies: 3
Views: 562

Re: migrating to new hardware and server name

A DB dump takes hours on huge installations.
Make sure mySQL stopped completely and copy the data files themselves.
by ferrosti
24 Feb 2012, 16:38
Forum: Help
Topic: Errors after upgrading 3.1.1
Replies: 7
Views: 1320

Re: Errors after upgrading 3.1.1

Code: Select all

$OTRS_HOME/bin/otrs.LoaderCache.pl -o delete
should have resolved this, also
by ferrosti
24 Feb 2012, 16:36
Forum: Hilfe
Topic: Cron jobs als user otrs ausführen
Replies: 3
Views: 589

Re: Cron jobs als user otrs ausführen

Schau Dir mal das Verzeichnis an, in dem Du den Befehl ausgeführt hast und dem Du ihn ausführen solltest...
by ferrosti
22 Feb 2012, 11:45
Forum: Hilfe
Topic: [Gelöst] LDAP mit ADS anbindung
Replies: 5
Views: 716

Re: [Gelöst] LDAP mit ADS anbindung

Ich kenne mich mit dem CPAN installer nicht aus. Normalerweise installiere ich Module über die Sourcen, auch wenn das umständlicher ist. In Deinem Fall gehe ich aber davon aus, dass das Modul nicht richtig in Perls @INC Pfad lag. 1. Download the Perl module from CPAN or other site. 2. Extract the ta...
by ferrosti
21 Feb 2012, 17:35
Forum: Allgemeines
Topic: Update 3.0.11 nach 3.1.1 Postmaster E-Mail-Konten Fehler
Replies: 4
Views: 1151

Re: Update 3.0.11 nach 3.1.1 Postmaster E-Mail-Konten Fehler

Wenn so ein SQL Fehler auftaucht, dann ist das ein Hinweis darauf, dass beim UPGRADE die Tabelle in der DB nicht richtig angepasst wurde, denn wie die Fehlermeldung schon sagt, fehlt eine Spalte, die es in der 3.0 noch nicht gab. Entweder ist diese Änderung nicht in der jeweiligen .sql Datei enthalt...
by ferrosti
21 Feb 2012, 17:29
Forum: Help
Topic: GenericAgent and PostMasterMailbox Error
Replies: 8
Views: 1958

Re: GenericAgent and PostMasterMailbox Error

See part 9) of the manual. I am sure that the DB changes did not complete successfully.
by ferrosti
21 Feb 2012, 17:08
Forum: Hilfe
Topic: [Gelöst] LDAP mit ADS anbindung
Replies: 5
Views: 716

Re: LDAP mit ADS anbindung

Ich schätze, dass das Net::LDAP noch nicht richtig installiert ist.
Führ mal das
$OTRS_HOME/bin/otrs.CheckModules.pl
aus und schau Dir an, was da fehlt.
by ferrosti
21 Feb 2012, 13:31
Forum: Help
Topic: GenericAgent and PostMasterMailbox Error
Replies: 8
Views: 1958

Re: GenericAgent and PostMasterMailbox Error

Read the UPGRADING file carefully and watch
therefor it is required to run all .sql files.
depending on your specific needs.
by ferrosti
21 Feb 2012, 13:26
Forum: Hilfe
Topic: [Gelöst] LDAP mit ADS anbindung
Replies: 5
Views: 716

Re: LDAP mit ADS anbindung

Füll bitte Deine Signatur bzgl. Version und OS aus!

Führe die Programme
otrs.DeleteCache.pl
otrs.LoaderCache.pl
otrs.RebuildConfig.pl
aus und starte danach den Webserver neu (vor allem dann wichtig, wenn er mit mod_perl läuft).
by ferrosti
21 Feb 2012, 13:19
Forum: Hilfe
Topic: [Gelöst] Web Installer für MySQL-Datenbankeinrichtung
Replies: 8
Views: 496

Re: Web Installer für MySQL-Datenbankeinrichtung

Wenn Du einen Webserver am Laufen hast, dann solltest Du diesen von extern aufrufen und damit die localhorst Adresse umgehen. Das funktioniert natürlich erst, wenn Du den Apachen richtig eingerichtet hast. Wenn Du verstehen willst, was wirklich passiert, dann lies Dir die INSTALL Datei im OTRS Root ...
by ferrosti
21 Feb 2012, 13:12
Forum: Allgemeines
Topic: Update 3.0.11 nach 3.1.1 Postmaster E-Mail-Konten Fehler
Replies: 4
Views: 1151

Re: Update 3.0.11 nach 3.1.1 Postmaster E-Mail-Konten Fehler

Ich schätze, dass Du beim Upgrade nicht alle Schritte aus der UPGRADING Datei ausgeführt hast. Ich habe die 3.1 nicht am Laufen, aber da die 3.0 nicht mit Ordnern im IMAP umgehen kann, muss die fehlende column beim Ausführen einer der .sql Dateien beim Upgrade ergänzt werden.
by ferrosti
21 Feb 2012, 13:06
Forum: Help
Topic: GenericAgent and PostMasterMailbox Error
Replies: 8
Views: 1958

Re: GenericAgent and PostMasterMailbox Error

It seems like you did not completely follow your UPGRADING file.
The given column 'process_change' does not exist in 3.0 and therefor it is required to run all .sql files.
by ferrosti
20 Feb 2012, 12:02
Forum: Help
Topic: Second OTRS and broken JSON
Replies: 7
Views: 2052

Re: Second OTRS and broken JSON

Wasn´t there an issue regarding running multiple OTRS instances on the same machine with mod_perl?
by ferrosti
20 Feb 2012, 11:59
Forum: Help
Topic: Multiple Emails, Same Subject
Replies: 3
Views: 359

Re: Multiple Emails, Same Subject

See the SystemMonitoring module and its documentation. You can even google it.
by ferrosti
17 Feb 2012, 11:41
Forum: Help
Topic: Responsible for one Agent.
Replies: 4
Views: 551

Re: Responsible for one Agent.

There is no need to bind a responsible to a queue, since by organization one can easily handle it. Responsibility for tickets makes sense in case tickets are to be moved between queues, so that the responsible person is able to keep track of tickets/topics. One could install a filter and set the res...
by ferrosti
14 Feb 2012, 17:30
Forum: Allgemeines
Topic: 08-09.03.12 - kostenloser OTRS-Entwickler-Workshop Erlangen
Replies: 19
Views: 8520

Re: 08-09.03.12 - kostenloser OTRS-Entwickler-Workshop Erlan

Man könnte zum Beispiel einen Entwickler Workshop parallel zu den User Treffen starten. Oder Renée stößt mal ein Seminar z.B. im Linux Hotel an oder es gibt jeweils einen kurzen Workshop in den 'Wohnorten' der jetzigen Teilnehmer oder es findet sich ein Freiwilliger, der ein gutes Protokoll schreibt...
by ferrosti
14 Feb 2012, 17:15
Forum: Help
Topic: How do I add a due date the customer interface?
Replies: 17
Views: 1518

Re: How do I add a due date the customer interface?

Yeah, and what do you think how long it will take until the first customer gives a due date for dates in the past? I just can give you the advice to solve this with services, which themselves require problem solving times. As soon as your customers see, that they can specify a certain date, they´ll ...
by ferrosti
14 Feb 2012, 12:28
Forum: Help
Topic: Multiple email accounts on OTRS
Replies: 8
Views: 2467

Re: Multiple email accounts on OTRS

I do not know how gmail itself works, so I am just guessing.
Does this specific gmail account allow sending mails using the desired FROM address? Which is the standard address used in FROM in this gmail account?
by ferrosti
14 Feb 2012, 12:25
Forum: Allgemeines
Topic: 08-09.03.12 - kostenloser OTRS-Entwickler-Workshop Erlangen
Replies: 19
Views: 8520

Re: 08-09.03.12 - kostenloser OTRS-Entwickler-Workshop Erlan

Hmm... Auch wenn ich Renée als Tutor wahrscheinlich sehr schätzen würde, könnte ich mir gut vorstellen, dass sich die jetzigen Teilnehmer als Multiplikatoren installieren könnten und das Erlernte weiter geben. Wenn die 'Ausbildung' der Community von einer einzelnen Person abhängt, dann kommen wir ni...
by ferrosti
13 Feb 2012, 19:49
Forum: Allgemeines
Topic: 08-09.03.12 - kostenloser OTRS-Entwickler-Workshop Erlangen
Replies: 19
Views: 8520

Re: 08-09.03.12 - kostenloser OTRS-Entwickler-Workshop Erlan

Verdammte Axt!
Am 08.03. habe ich Urlaub und nur die Hälfte mitzubekommen ist auch nicht das Wahre.

Ich würde mich jedenfalls freuen, wenn das wiederholt wird. Am liebsten natürlich in Hamburg 8)
by ferrosti
13 Feb 2012, 19:44
Forum: Help
Topic: Multiple email accounts on OTRS
Replies: 8
Views: 2467

Re: Multiple email accounts on OTRS

Please have a look at the sent emails 'Plain View' in your ticket view. Which address shows up?
In case you have the correct address in the From mailheader there is some cind of address rewrite going on in either an MTA or whichever service is in between.
by ferrosti
13 Feb 2012, 19:35
Forum: Help
Topic: Responsible for one Agent.
Replies: 4
Views: 551

Re: Responsible for one Agent.

You´d have to add a group, which you limit this module on in SysConfig. This way only an Agent with this group is able to see the Responsible button. Make sure to remove the Responsible feature from other Webforms, if so.
by ferrosti
13 Feb 2012, 19:32
Forum: Help
Topic: How do I add a due date the customer interface?
Replies: 17
Views: 1518

Re: How do I add a due date the customer interface?

This is solved with escalation times and/or services in case you work with ITSM.
by ferrosti
13 Feb 2012, 15:53
Forum: Help
Topic: Slow Form Submission Response
Replies: 13
Views: 3078

Re: Slow Form Submission Response

Please switch off all spelling options and try if this helps.
by ferrosti
13 Feb 2012, 15:48
Forum: Help
Topic: menu removing
Replies: 3
Views: 438

Re: menu removing

Do not use the .dtl templates therefor!
Use your SysConfig and go to
Frontend::Agent::ModuleRegistration
and edit
Frontend::Module###AgentTicketClose
to your needs.

E.g. give it a group like admin or whatever you want, which a 'normal' agent does not have.
by ferrosti
10 Feb 2012, 16:55
Forum: OTRS Developers
Topic: Community Task: OTRS Performance Improvement
Replies: 6
Views: 20505

Community Task: OTRS Performance Improvement

Dear folks, with this post I am trying to gather a community to improve OTRSs performance for large environments. I do have plenty of ideas, some have already been realized, but I do not have that much time and ressources to manage it all on my own, especially when it comes to other environments. On...