[otrs] No X-OTRS headers in mails from OTRS

[Frank Thommen]

Hi,

in the mails that I get from  my OTRS (v 3.0.3) instance, there are no 
X-OTRS headers.  Do they have to be activated before they are added to 
the mails?  I could not find an appropriate setting in the admin panel 
and no such instructions in the handbook.


Cheers

frank

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Re: [otrs] No X-OTRS headers in mails from OTRS

[Frank Thommen]

Hi Mike,


The only headers that OTRS would append to your outgoing emails are:
X-Mailer: OTRS Mail Service (3.0.x CVS)


OK.



You can add X-OTRS- headers to incoming emails which you can use to
send a ticket to a specific queue or the like. This can be useful when
integrating with an application or a web form or the like. Note that
you'd have to mark your mail account as 'trusted' in OTRS before these
headers make it into OTRS.


OK.  I understood, that I could add and manipulate these headers with 
the mail filters, but I had - wrongly - assumed, that they already 
existed when the mail arrived.




What are you looking to use the headers for?


I'm trying to find a way to let OTRS "pick" its mails from my regular 
mailbox.  I'd have done it by modifying the code in 
Kernel::System::MailAccount::IMAP[S] to check for one of the X-OTRS 
headers as "marker".  I.e. mails containing this header would be 
processed by OTRS and all others would silently be ignored.  Of course 
OTRS notifications would have to be ignored, too.


If there are no X-OTRS headers, I'll have to find an other way.


Cheers and thanks

frank



HTH,

Mike.

On Mon, Jan 3, 2011 at 12:06 PM, Frank Thommen  wrote:

Hi,

in the mails that I get from  my OTRS (v 3.0.3) instance, there are no
X-OTRS headers.  Do they have to be activated before they are added to the
mails?  I could not find an appropriate setting in the admin panel and no
such instructions in the handbook.

Cheers

   frank

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Re: [otrs] No X-OTRS headers in mails from OTRS

[Frank Thommen]

Gerald Young wrote:

No human should be involved with OTRS's inbox.


Maybe, but in my specific situation I have only the choice of either 
manually forwarding/resending each ticket mail to the OTRS inbox or let 
OTRS do it automatically.  I really prefer the second option :-)


Having a specific ticket email address is - for political and social 
reasons - out of question.


Theory and practice are not congruent in this case and they cannot be 
made to be so.



Cheers

frank

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Re: [otrs] No X-OTRS headers in mails from OTRS

[Frank Thommen]

Roy Kaldung wrote:

On 1/3/11 4:27 PM, Frank Thommen wrote:

Gerald Young wrote:

No human should be involved with OTRS's inbox.

Maybe, but in my specific situation I have only the choice of either
manually forwarding/resending each ticket mail to the OTRS inbox or let
OTRS do it automatically.  I really prefer the second option :-)

Having a specific ticket email address is - for political and social
reasons - out of question.

Theory and practice are not congruent in this case and they cannot be
made to be so.


Hi Frank,

If you are able to move e-mails for OTRS into a specific folder by
server based rules you can use fetchmail to get them from there.

Regards,
Roy



Hi Roy,

yeah, since I cannot use OTRS-specific headers, I'll have to resort to 
such a mechanism.  I'll probably use client-based mail filtering (our 
publicly available server rules are too basic for that purpose) and 
automatic copying into the OTRS inbox.


Thanks

frank

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Re: [otrs] otrs 3.0 - inline quote

[Frank Thommen]

Alex Mihičinac wrote:

Hi all!

Does anyone know how to reply mail and quote original mail in separate parts?
In a way that response mail is not just on the end of the quoted mail, but some 
answers could be located between quoted parts.
Is that possible at all?


yes. Just type into the quoted text where you want your answers to be. 
If you're using RichText, then you'll have to change the style of your 
answer to "Normal" (w/o the '(DIV)') and remove the formatting by 
selecting the complete answer paragraph and klicking on the eraser 
button in the editor.  You'll see, that the "quotation" bar on the left 
side is gone.


This is not very straightforward and easy to do, that's one of the 
reasons I prefer not to use richtext on the frontend.  If you're using 
plaintext, then is't much easier: Simply type your answer into the 
quoted text.


HTH

   frank
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[otrs] Lots of empty lines after short notes and mails

[Frank Thommen]

Hi,

when adding short notes (few lines) or sending short mails (which 
happens quite often), OTRS (3.0.3) shows those entries with several - 
unneeded - empty lines at the bottom of the field (see attachment). 
These lines are not added when the entry is long.  There seems to be a 
minimum field height which I'd like to reduce to save space on my 
screen.  Any idea, where this is configurable or changeable?


Thanks in advance

   frank
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Re: [otrs] Unable to edit automated responses, groups, roles, other admin functions after upgrading to ver 3.04

[Frank Thommen]

Hi Jefferson,


Getting the following error.

  Forbidden

You don't have permission to access /otrs/index.pl on this server.

I have re-re-re-run the permissions script, still no love.  Does anyone 
have any ideas as to what I might be missing here?


What are the error messages in the webserver log?  If it's not ownership 
or permissions of index.pl, then I'd guess something is/went wrong with 
the webserver configuration.


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[otrs] Update/relookup customer informations after changing backend from Database to LDAP?

[Frank Thommen]

Hi,

I switched my customer backend from "Databse" to "LDAP".  Most new 
tickets are now created with the correct customer information.  However 
the old tickets still show no customer information, even though I've 
corrected all CustomerIDs manually.


How can one tell OTRS (v 3.0.3) to refresh/relookup the customer 
information for a sepcific or all tickets?


Since not all customers send their requests with the email address that 
is registered in LDAP, I'll have to do that regularly in the future. 
Hopefully that is possible at all


Cheers

frank

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Re: [otrs] Update/relookup customer informations after changing backend from Database to LDAP?

[Frank Thommen]

I *do* use the username as CustomerID:

$Self->{CustomerUser} = {
Name => 'LDAP Backend',
Module => 'Kernel::System::CustomerUser::LDAP',
Params => {
[...]
},
# customer uniq id
CustomerKey => 'uid',
# customer #
# CustomerID => 'mail',
CustomerID => 'uid',
CustomerUserListFields => ['cn', 'mail'],
CustomerUserSearchFields => ['uid', 'cn', 'mail'],
CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
CustomerUserPostMasterSearchFields => ['mail'],
CustomerUserNameFields => ['givenname', 'sn'],
# show now own tickets in customer panel, CompanyTickets
CustomerUserExcludePrimaryCustomerID => 0,
# add a ldap filter for valid users (expert setting)
# CustomerUserValidFilter => '(!(description=gesperrt))',
# admin can't change customer preferences
AdminSetPreferences => 0,
# cache time to live in sec. - cache any ldap queries
CacheTTL => 0,
Map => [...]
};
 [...]


but even though I assign a ticket to the right username, the information 
is not updated/refetched.


frank



Gerald Young wrote:
If you're using 4 different email addresses, you should consider 
different options for your customerID, such as changing customerID to 
username instead of mail. (something unique per user, one-to-one).


On Tue, Jan 18, 2011 at 8:02 AM, Frank Thommen <mailto:frank.thom...@gmx.net>> wrote:


Sounds good, but unfortunately didn't work ;-)

Users here have the choice of at least four versions of their email
address:  login@domain1, login@domain2, firstname.lastname@domain1,
firstname.lastname@domain2.  Only one of these email addresses is
registered in the LDAP 'mail' attribute.  If users send requests
from this address, everything is OK (see attached
otrs_customerinfo_id_correct.png). The username is registered as
CustomerID and the customer information is added.

If one sends the request from one of the other addresses, the email
address (instead of the login) is entered as CustomerID and no
customer information added (see attached
otrs_customerinfo_id_wrong.png).

After changing the CustomerID with the Generic Agent to the right
one ('fthommen' in this case), then there is still no customer
information (see attached otrs_customerinfo_id_corrected.png).  The
same happens if I change the CustomerID manually.

In Config.pm I have:

[...]
#(customer user ldap backend and settings)
   $Self->{CustomerUser} = {
   Name => 'LDAP Backend',
   Module => 'Kernel::System::CustomerUser::LDAP',
   Params => {
   [...]
   },
   # customer uniq id
   CustomerKey => 'uid',
   # customer #
   # CustomerID => 'mail',
   CustomerID => 'uid',
   CustomerUserListFields => ['cn', 'mail'],
   CustomerUserSearchFields => ['uid', 'cn', 'mail'],
   CustomerUserSearchPrefix => '',
   CustomerUserSearchSuffix => '*',
   CustomerUserSearchListLimit => 250,
   CustomerUserPostMasterSearchFields => ['mail'],
   CustomerUserNameFields => ['givenname', 'sn'],
   # show now own tickets in customer panel, CompanyTickets
   CustomerUserExcludePrimaryCustomerID => 0,
   # add a ldap filter for valid users (expert setting)
   # CustomerUserValidFilter => '(!(description=gesperrt))',
   # admin can't change customer preferences
   AdminSetPreferences => 0,
   # cache time to live in sec. - cache any ldap queries
   CacheTTL => 0,
   Map => [
   # note: Login, Email and CustomerID needed!
   # var, frontend, storage, shown (1=always,2=lite),
required, storage-type, http-link, readonly
   [ 'UserTitle',  'Title',  'title',   1,
0, 'var', '', 0 ],
   [ 'UserFirstname',  'Firstname',  'givenname',   1,
1, 'var', '', 0 ],
   [ 'UserLastname',   'Lastname',   'sn',  1,
1, 'var&#

Re: [otrs] Update/relookup customer informations after changing backend from Database to LDAP?

[Frank Thommen]

I've found the solution when changing the user interactively (through 
the "Customer" link): When starting to type the CustomerID (in my case 
the username) in the "Customer user" field, OTRS will provide a list of 
matching entries.  One has to select one of these entries and OTRS will 
expand the rest correctly and update the Customer Information.  Typing 
the content of the appropriate menu entry in the Customer user field 
will not work.


I have no idea how this could work with the Generic Agent, though.

frank



Frank Thommen wrote:

I *do* use the username as CustomerID:

$Self->{CustomerUser} = {
Name => 'LDAP Backend',
Module => 'Kernel::System::CustomerUser::LDAP',
Params => {
[...]
},
# customer uniq id
CustomerKey => 'uid',
# customer #
# CustomerID => 'mail',
CustomerID => 'uid',
CustomerUserListFields => ['cn', 'mail'],
CustomerUserSearchFields => ['uid', 'cn', 'mail'],
CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
CustomerUserPostMasterSearchFields => ['mail'],
CustomerUserNameFields => ['givenname', 'sn'],
# show now own tickets in customer panel, CompanyTickets
CustomerUserExcludePrimaryCustomerID => 0,
# add a ldap filter for valid users (expert setting)
# CustomerUserValidFilter => '(!(description=gesperrt))',
# admin can't change customer preferences
AdminSetPreferences => 0,
# cache time to live in sec. - cache any ldap queries
CacheTTL => 0,
Map => [...]
};
 [...]


but even though I assign a ticket to the right username, the information 
is not updated/refetched.


frank



Gerald Young wrote:
If you're using 4 different email addresses, you should consider 
different options for your customerID, such as changing customerID to 
username instead of mail. (something unique per user, one-to-one).


On Tue, Jan 18, 2011 at 8:02 AM, Frank Thommen <mailto:frank.thom...@gmx.net>> wrote:


Sounds good, but unfortunately didn't work ;-)

Users here have the choice of at least four versions of their email
address:  login@domain1, login@domain2, firstname.lastname@domain1,
firstname.lastname@domain2.  Only one of these email addresses is
registered in the LDAP 'mail' attribute.  If users send requests
from this address, everything is OK (see attached
otrs_customerinfo_id_correct.png). The username is registered as
CustomerID and the customer information is added.

If one sends the request from one of the other addresses, the email
address (instead of the login) is entered as CustomerID and no
customer information added (see attached
otrs_customerinfo_id_wrong.png).

After changing the CustomerID with the Generic Agent to the right
one ('fthommen' in this case), then there is still no customer
information (see attached otrs_customerinfo_id_corrected.png).  The
same happens if I change the CustomerID manually.

In Config.pm I have:

[...]
#(customer user ldap backend and settings)
   $Self->{CustomerUser} = {
   Name => 'LDAP Backend',
   Module => 'Kernel::System::CustomerUser::LDAP',
   Params => {
   [...]
   },
   # customer uniq id
   CustomerKey => 'uid',
   # customer #
   # CustomerID => 'mail',
   CustomerID => 'uid',
   CustomerUserListFields => ['cn', 'mail'],
   CustomerUserSearchFields => ['uid', 'cn', 'mail'],
   CustomerUserSearchPrefix => '',
   CustomerUserSearchSuffix => '*',
   CustomerUserSearchListLimit => 250,
   CustomerUserPostMasterSearchFields => ['mail'],
   CustomerUserNameFields => ['givenname', 'sn'],
   # show now own tickets in customer panel, CompanyTickets
   CustomerUserExcludePrimaryCustomerID => 0,
   # add a ldap filter for valid users (expert setting)
   # CustomerUserValidFilter => '(!(description=gesperrt))',
   # admin can't change customer preferences
   AdminSetPreferences => 0,
   # cache time to live in sec. - cache any ldap queries
   CacheTTL => 0,
   Map => [
   #

Re: [otrs] Update/relookup customer informations after changing backend from Database to LDAP?

[Frank Thommen]

That's what I did (my Generic Agent GUI looks a little bit different, 
though), but it doesn't work here.  No matter if I set the username or 
the users email address as "New customer" or "New customer ID", the 
customer information is not updated.


But it's no problem, as there are only a few tickets left to update 
manually.


Thanks anyway

frank



Gerald Young wrote:

This is what I had in mind. You can test on one ticket or all of them.

Search
Ticket# and CustomerID	Fulltext-Search in Article (e. g. "Mar*in" or 
"Baue*")

Ticket# (e. g. 10*5155 or 105658*)  
Title   
CustomerID (e. g. 234321)   
Customer User Login (e. g. U5150)   


From
To  
Cc  
Subject 
Text

Service


Replace
New CustomerNew Ticket Lock & New Type
CustomerUser:   
CustomerID: 


New Ticket Lock:    
New Title   


On Wed, Jan 19, 2011 at 8:47 AM, Frank Thommen <mailto:frank.thom...@gmx.net>> wrote:


[...]

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Re: [otrs] Debian Package for OTRS3

[Frank Thommen]

I know some people are working on updating the Fedora package for
OTRS; in my opinion it would be nice if we could get OTRS in EPEL
(Extra Packages for Enterprise Linux). Or do you think it would be
best if we'd set up an extra repository for RHEL/Centos and
Debian/Ubuntu systems, that sysadmins can add to their repo list. What
would you prefer?


We are a CentOS-only shop and not using EPEL at all.  Generally I prefer 
small, product specific repositories.  That makes automated `yum -y 
update` easier, w/o the risk of overwriting standard packages with 
different ones from the foreign repository.


Therefore my vote goes for a specific OTRS repository.

Cheers

frank



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Re: [otrs] wrong link in email notification

[Frank Thommen]

Ciao Francesco,


I'm using OTRS 3.0.5 I have a problem.
In the notification email the link are broken

http://helpdesk.fdlservizi.com/otrs/index.pl?Action=AgentZoom;TicketID=4

If I follow this link I get error.

should be 

http://helpdesk.fdlservizi.com/otrs/index.pl?Action=AgentZoom&TicketID=4 



This works ok

& instead of ;


The semicolon is a new way of separating parameters in URLs (see e.g. 
http://en.wikipedia.org/wiki/Query_string) and should work fine.  Meybe 
your webserver is too old?


frank
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Re: [otrs] wrong link in email notification

[Frank Thommen]

Could this be mailclient specific?  When I click on the link, the 
semicolon stays unencoded and the query string is exactly as shown in 
the mail. I'm using Thunderbird 2.0.0.24 on Mac OS X.


frank


Michiel Beijen wrote:

If I click on the link you send me the ';' is replaced by %3B which is
the URLEncoded value for  the semicolon; but actually it should not
replace there.
I don't know the culprit.
What you *CAN* do is to to Admin > Notifications and edit the
notification texts including the URLs, here you can change it with a
semicolon or ampersand, whatever you like.
In OTRS3 we actually 'upgraded' to using the semicolon everywhere
because the ampersand actually needs to be encoded to be valid URL;
you'd need to write ...Action=AgentTicketZoom&TicketID=123 for it
to become a syntactically valid URL, officially, although we never did
that before. Semicolons don't need URL Encoding.
--
Mike

On Fri, Feb 4, 2011 at 11:02 AM, Francesco Pasqualini  wrote:

Hi,
there is something strange.
I'm using apache  2.2.14 on ubuntu 10.04 with  default configuration.

thanks

On Fri, Feb 4, 2011 at 10:55 AM, Frank Thommen 
wrote:

Ciao Francesco,


I'm using OTRS 3.0.5 I have a problem.
In the notification email the link are broken

http://helpdesk.fdlservizi.com/otrs/index.pl?Action=AgentZoom;TicketID=4

If I follow this link I get error.

should be
http://helpdesk.fdlservizi.com/otrs/index.pl?Action=AgentZoom&TicketID=4
<http://helpdesk.fdlservizi.com/otrs/index.pl?Action=AgentZoom;TicketID=4>

This works ok

& instead of ;

The semicolon is a new way of separating parameters in URLs (see e.g.
http://en.wikipedia.org/wiki/Query_string) and should work fine.  Meybe your
webserver is too old?

frank
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Re: [otrs] how detailed to make the queue names?

[Frank Thommen]

Hi,

marthter wrote:

  Hi folks,

I'm fairly new to OTRS.  I have installed version 2.4.7 on an Ubuntu 
10.04 system, and have been testing it with the past 10 or 15 support 
calls as examples.


We have just a small support team, most days only 1 or 2 agents are "on" 
out of 4 of us total.  I have set up these 4 users as "agent" users 
through the LDAP integration to our Active Directory server.


We have about 100 employees that we are supporting for various IT 
requests (computers, laptops, cell phones, BlackBerrys, some off the 
shelf applications, and 2 small in-house developed applications).  These 
I have set up in OTRS as "customers" (even though they are all internal 
"customers") which are divided between two companies under the same 
parent company.


For trying out and learning the features of OTRS, I have set up about 6 
queues:


- computers
- laptops
- network and VPN
- cell phones
- BlackBerrys
- in-house apps


However I would also like a way to track the requests by which of the 
two companies it was from.  What do you guys recommend for this?  Is it 
better to make 2 top-level queues, and 6 queues under each?  such as:


- Company A
   - computers
   - laptops
   - network and VPN
   - cell phones
   - BlackBerrys
   - in-house apps
- Company B
   - computers
   - laptops
   - network and VPN
   - cell phones
   - BlackBerrys
   - in-house apps



This looks too overloaded to me.  I'm in a similar situation, providing 
support for about 10 different working groups.  My queues are reflecting 
the services I provide (Wiki, Web, Subversion, Software::Linux, 
Software::Mac, Software::Windows, Purchase, Hardware problems, etc.) and 
I assign the group through a Free Field wich is preconfigured as a popup 
menu with the 10 working groups.  Other Free Fields contain the hostname 
and the affected software packages.


Generally I'd say: Not too many queues (as this complicates things with 
assigning permissions, replies etc.) and keep other stuff in searchable 
Free Fields.  But YMMV.



HTH

   frank

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[otrs] How to merge tickets in a self-defined order?

[Frank Thommen]

Hi,

when merging tickets, OTRS seems to keep them in the order of the 
original ticket IDs.  Is there a way of merging tickets in a 
self-defined order?


Background: I often have a bunch of mails (sometimes a complete 
mailthread) with 10 or more mails, that belong to one topic.  I usually 
move all those mails from my mailbox to the OTRS inbox and wait until 
they have been fetched.  Then I'd like to merge them in a single ticket, 
thereby keeping the chronological (!) order.  As OTRS does not fetch the 
mails in the original chronological order, merging them generates a 
mess, unless there is a way to specify the order in which they appear in 
the merged ticket.  Some kind of merge-before or merge-after.


Can that somehow be achieved?

Thanks for any hints

frank
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[otrs] Which DTL and which CSS for which webpage?

[Frank Thommen]

Hi,

I'd like to change several small layout and output details in OTRS (e.g. 
more/different columns in the Dashboard, top-aligned rows and bold 
ticket titles in the QueueView etc.).  Finding the right DTL and CSS 
files usually requires lots of timeconsuming searching with `find`/`grep`.


Is there an easier way to find out, which DTL and CSS files are used for 
which page and which datafields can be used within a specific DTL?  I 
looked for this kind of information in the Admin Manual to no avail.


I'm currently using OTRS 3.x on Linux.

Cheers

frank

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Re: [otrs] Which DTL and which CSS for which webpage?

[Frank Thommen]

Hi Mike,

thanks a lot.  This will be of great help.

The "missing link" is now still: Which .dtl file is used for which page? 
 There are "Name" parameters to the Block calls, but no .dtl files with 
the same names.  Is there any documentation I could read about this?


Cheers

frank


Michiel Beijen wrote:

Hi Frank,

It's maybe more a topic for the dev@ list...

finding the right CSS file is pretty easy: you can turn off the CSS
loader in the sysconfig. This will make sure you get the regular CSS
and not the minified version. After this you can use a tool such as
Firebug to examine the CSS that is active for an object by simply
clicking on it.

Knowing what data fields can be used is a bit more difficult, as it
depends from mask to mask. Basically, you'll need to check what
variables are passed to the Data => parameters in the BuildSelection
and Block calls. Often, you'll find a hash called %Param is passed.
This hash can contain a whole lot of data, depending on the objects
that are called before, such as TicketGet, CustomerGet, etc.

What you can do is, in the Kernel/Modules/MyModule.pm; dump out %Param
to STDERR just before the Block call is made, like this:

 use Data::Dumper;
 warn Dumper (\%Param);
 $Self->{LayoutObject}->Block( 

now you can check the Apache error log to see the contents of %Param
when the page is requested. You can install Fred (available on our FTP
server under DevelTools) which you can use to display STDERR
conveniently in your web browser window.

--
Mike

On Fri, May 13, 2011 at 5:21 PM, Frank Thommen  wrote:

Hi,

I'd like to change several small layout and output details in OTRS (e.g.
more/different columns in the Dashboard, top-aligned rows and bold ticket
titles in the QueueView etc.).  Finding the right DTL and CSS files usually
requires lots of timeconsuming searching with `find`/`grep`.

Is there an easier way to find out, which DTL and CSS files are used for
which page and which datafields can be used within a specific DTL?  I looked
for this kind of information in the Admin Manual to no avail.

I'm currently using OTRS 3.x on Linux.

Cheers

   frank

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Re: [otrs] Show more than 25 tickets in Dashboard

[Frank Thommen]

Muhammad El-Sergani wrote:

Dear all,

Is there a way to show more than 25 messages in any of the dashlets?
In our case, only 25 tickets is a little bit low.

[...]



Nobody?  I also have looked for this in SysConfig to no avail.  Any 
hints?  The 25 shown tickets are by far too few in our case, too.


Cheers

   frank
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Re: [otrs] Can't locate DBI.pl

[Frank Thommen]

Xiaoxing Meng wrote:

Hello,
In fact, I copied the file DBI.pm at the directory where otrs try to 
find the file instead of making a link between the two file. But I got 
another error

*Software error:*
Can't locate loadable object for module DBI [...]
 
Doing a copy of file like that is not allowed?



It is "allowed" but it will mostly not work.  The DBI package doesn't 
only consist of the file DBI.pm.  Just follow one of the given 
installation instructions (via CPAN or your distro's package mechanism) 
and it will work.


Cheers

   frank
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Re: [otrs] Can't locate DBI.pl

[Frank Thommen]

I did do this symlink, but it didn't work.


Don't create symlinks.  Sooner or later you will loose control over such 
a system.  Do a proper installation of DBI instead.


Cheers

   frank
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Re: [otrs] Can't locate DBI.pl

[Frank Thommen]

Xiaoxing Meng wrote:

So you mean that install DBI in the directory that @INC of otrs includes?
To be sure, 
Perl Makefile.PL PREFIX="" what do I need to write for PREFIX?


Use the same perl binary that OTRS uses (in case you have several 
parallel installations on your host) and do *not* use PREFIX.


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Re: [otrs] Firefox does not remember otrs agent password

[Frank Thommen]

Marius Vaitiekunas wrote:

Hello,

As you can see in a subject, firefox does not remember otrs agent
password. Chrome does. Anybody know, how to change this behavior?
Thank You.


It's anyway always best if passwords are remembered by humans and not by 
software :-)


frank

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Re: [otrs] change title of a ticket

[Frank Thommen]

Is there an easy way to change the title of a ticket.  [...]


Ticket View -> Free Fields -> Title.


The subject of all replies will still be the original one


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Re: [otrs] change title of a ticket

[Frank Thommen]

It's done through the frontend, not SysConfig. Klick on a ticket in the 
Dashboard (I think, the resulting page is usually referred as "Ticket 
Zoom") and then use the "Free Fields" link on the grey menubar.  "Title" 
is the first field in the list.


frank



Lars Jørgensen wrote:

Hi Frank,

How do I get there? I looked at SysConfig -> Frontend::Agent::Ticket::ViewZoom, 
but couldn't find anything useful.


Lars

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Frank 
Thommen
Sent: Thursday, June 30, 2011 4:12 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] change title of a ticket


Is there an easy way to change the title of a ticket.  [...]


Ticket View -> Free Fields -> Title.


The subject of all replies will still be the original one


 frank
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Re: [otrs] Merging multiple Tickets

[Frank Thommen]

If Ticket C is merged to Ticket B.
And afterwards Ticket B is merged to Ticket A.

Is it normal that when an extra email arrives for Ticket C that it will 
be added to Ticket B?


After I've merged "B" into "A", there is no "B" anymore where mail could 
be added to...  How comes you still have a ticket "B"?


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[otrs] OTRS 3.1: Making dynamic fields searchable

[Frank Thommen]

Hi,

I recently successfully upgraded from OTRS 3.0.x to 3.1.3 and all Free 
Fields were converted into Dynamic Fields.  But I now sadly miss the 
possibility to use them in a search.  This was possible with Free Fields 
in OTRS 3.0.x.


Google and the OTRS documentation didn't help.  Can anyone give me a 
hint, how Dynamic Fields can be made searchable?


Thanks in advance

   frank
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Re: [otrs] OTRS 3.1: Making dynamic fields searchable

[Frank Thommen]

Works like a charm.  Thanks a lot

frank

On 19.04.12 21:16, David Heidt wrote:

Hi Frank,

you have to enable Dynamic fields in each view in Sysconfig:

Ticket -> Frontend::Agent::Ticket::View
In your case it is Ticket -> Frontend::Agent::Ticket::ViewSearch

There, enable this section by checking the box:
Ticket::Frontend::AgentTicketSearch###DynamicField
and add your DynamicField keys, followed by 1

DynamicFields are really a cool new feature, but not well documented...
It took me quite a while to find out how it is used.

Cheers,

David


Am 19.04.12 15:09, schrieb Frank Thommen:

Hi,

I recently successfully upgraded from OTRS 3.0.x to 3.1.3 and all Free
Fields were converted into Dynamic Fields. But I now sadly miss the
possibility to use them in a search. This was possible with Free
Fields in OTRS 3.0.x.

Google and the OTRS documentation didn't help. Can anyone give me a
hint, how Dynamic Fields can be made searchable?

Thanks in advance

frank
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Re: [otrs] Set DNS to OTRS directory

[Frank Thommen]

On 30.04.12 14:17, Muhammad El-Sergani wrote:

Hi all,

I know this is more of an HTTPD question, rather than OTRS - or so I
believe. But I think you are more than capable of replying back with the
answer in no time.

We used to call our OTRS server using the server IP, and not that
currently the server holds nothing but OTRS in the default RPM
installation directory; //opt/otrs/. We recently acquired added a DNS
record support.company.com  and pointed that
to the OTRS server.

Running CentOS and HTTPD, of course typing the domain name shows the
default Apache welcome screen, we have to add //otrs/index.pl
/ to access the server. Is it possible to access our
OTRS by just going to the domain name?

Thanks
//M



Not knowing your current Apache configuration it's hard to know where 
exactly the problem comes from.  But you might have to set your 
DocumentRoot to /opt/otrs for the virtual host OTRS is running in (or 
for the default httpd configuration) and you will most probably also 
have to adapt /etc/httpd/conf.d/zzz_otrs.conf (or however your OTRS 
httpd configuration file is named) if you want to get rid of the 
intermediate "otrs" in the URL.


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Re: [otrs] Edit Signature felt

[Frank Thommen]

On 01.05.12 22:31, Jean BROW wrote:

Hi,

I want the agents to be able to edit the "signature" felt when they
sending NEW e-mails (that they create to the user).

How can I do this? Thank you.


I don't think signatures are directly editable when sending the mails. 
You can define new signatures in Admin -> Signatures and assign 
signatures to queues in Admin -> Queues.


frank

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Re: [otrs] [otrs Ordering tickets in the DashBoard

[Frank Thommen]

On 22.05.12 16:37, Alvaro Cordero wrote:

Hello Wagner,

Yes there is, you can use the Configuration for you dashboard by looking
for Dashboard, then Choose FrontEnd::Agent::Dashboard,

Look for the one you want to change and modify the "SortBy" Atribute.


Reconfiguring OTRS each time you need an other sorting is not really 
feasible ;-).


Suggestion to OTRS: Make the Dashboard columns sortable e.g. by clicking 
on a column header or similar.


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[otrs] Regular "Permission denied" in cronjobs since update to 3.2

[Frank Thommen]

Hi,

since updating OTRS 3.1 to 3.2 (RPM installation on CentOS 5) I 
regularly get permission error messages from the various cronjobs 
(otrs.PostMasterMailbox.pl, otrs.DeleteCache.pl, otrs.LoaderCache.pl). 
Examples:


*
Message: Can't remove file 
/opt/otrs/var/tmp/CacheFileStorable/CacheInternalLoader/a/5/a5a7a46de71ce8a7f3f0961aecf5c8ba: 
Permission denied


*
Message: Can't write 
'/opt/otrs/var/tmp/CacheFileStorable/CacheInternalTicket/8/f/8fd2c543e3d23358aec0983fbda050cf': 
Permission denied


*
mkdir /opt/otrs/var/tmp/CacheFileStorable/DynamicFieldValue/b/8: 
Permission denied at /opt/otrs/Kernel/System/Cache/FileStorable.pm line 81



The directory in question is of course not always the same.  Sometimes 
the script finally succeeds or - in the case of 
otrs.PostMasterMailbox.pl - I fetch the mail manually from the 
administration panel.  The failing otrs.PostMasterMailbox.pl creates 
lots of nasty problems like multiple identical tickets or multiple empty 
tickets etc.


In fact the permissions of some directories seem to be wrong.  Example:

# ls -al /opt/otrs/var/tmp/CacheFileStorable/DynamicFieldValue
total 64
drwxrwsr-x 16 otrs   apache 4096 Sep 17 19:13 .
drwxrwsr-x 26 otrs   apache 4096 Sep 16 10:48 ..
drwxrwsr-x  4 otrs   apache 4096 Sep 16 12:30 0
drwxrwsr-x  6 otrs   apache 4096 Sep 17 14:40 1
drwxr-sr-x  3 apache apache 4096 Sep 10 19:47 2
drwxrwsr-x  4 otrs   apache 4096 Sep 16 15:10 3
drwxr-sr-x  3 apache apache 4096 Sep 17 19:13 4
drwxr-sr-x  4 apache apache 4096 Sep 17 19:13 5
drwxrwsr-x  4 otrs   apache 4096 Sep 17 19:13 6
drwxr-sr-x  3 apache apache 4096 Sep  9 18:53 8
drwxrwsr-x  5 otrs   apache 4096 Sep 17 14:50 9
drwxrwsr-x  6 otrs   apache 4096 Sep 17 19:13 a
drwxr-sr-x  4 apache apache 4096 Sep 17 19:13 b
drwxrwsr-x  4 otrs   apache 4096 Sep 17 19:13 c
drwxrwsr-x  5 otrs   apache 4096 Sep 17 14:50 d
drwxrwsr-x  5 otrs   apache 4096 Sep 17 19:13 e
# ls -al /opt/otrs/var/tmp/CacheFileStorable/DynamicFieldValue/b
total 16
drwxr-sr-x  4 apache apache 4096 Sep 17 19:13 .
drwxrwsr-x 16 otrs   apache 4096 Sep 17 19:13 ..
drwxr-sr-x  2 apache apache 4096 Sep 10 19:03 0
drwxr-sr-x  2 apache apache 4096 Sep 17 19:13 8
#


The involved accounts are 'otrs' and 'apache':

# id -a otrs
uid=500(otrs) gid=48(apache) groups=48(apache)
# id -a apache
uid=48(apache) gid=48(apache) groups=48(apache), [...and many others...]
#

Running `/opt/otrs/bin/otrs.SetPermissions.pl --otrs-user=otrs 
--web-user=apache --otrs-group=apache --web-group=apache /opt/otrs` only 
solved the problem temporarily (on existing directories).


The problem seems to be, that directories created by 'apache' (via the 
web frontend) are missing write permission for the group, while 
directories created by 'otrs' (through cronjobs) have correct 
permissions.  Any idea how to solve this problem?  It's extremely 
annoying and I didn't have this with OTRS 3.1.


Also I wonder, why this problem only appeared after the (rpm) update 
from 3.1 to 3.2.


System: CentOS 5, OTRS installed with rpm install, SELinux is disabled.


frank
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Re: [otrs] Upgrading from 3.1.21 to 3.3.10

[Frank Thommen]

On 24.11.14 14:03, jan.dre...@bertelsmann.de wrote:

Hello.


Hi,


We wanted to upgrade our 3.1.21 to 3.3.10.
Any intermediate upgrades required first?


Yes, you have to upgrade to 3.2.latest first (where latest is 16 at the
moment).


It is actually suffucient to apply the database upgrades in order.

I upgrade from an old largely unmaintained Debian wheezy package to
Debain jessie recently. I upgraded the package using apt, then grabbed
the upgrade *.sql from the 3.2 package, applied that, and then applied
the upgrade SQL from 3.3.

You do not need to double-upgrade the whole installation.


I¹m quite sure this is not correct. Probably it¹s not necessary to update
all the files. But beside the SQL there are other pre- and post-DB scripts
you should run. They are responsible for doing conversions (like the one
from FreeText to DynamicFields with upgrade 3.0->3.1), as well as other
important tasks (installing scheduler, Š). In short: to be sure, just do
the complete upgrade path.


AFAIK this process /is/ correct.  E.g. a "clean migration" to an other 
system would consist of


  * Do a clean install of the newest OTRS version
  * Transfer your settings files
  * Replace DB of fresh installation by the one from the old install
  * Run through all (!) required DB upgrade steps (3.1->3.2->3.3-> etc.)

This also makes sure you don't drag along lots of outdated files with 
your installation.


If that works, the update procedure described by Dominik George should 
work, too. The crucial point is that no matter how big the (file) 
upgrade step is, the database upgrade procedure /always/ has to be 
followed to the point.  AFAIK there are no pre- or post-DB scripts to 
consider.  Everything is done by the main database upgrade script.  E.g. 
in the OTRS 3.1 manual it says "A database update script will transform 
historic FreeText fields and related configuration settings into the new 
structure".


HTH
Frank

--
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Re: [otrs] : R: upgrade from 3.3.10 to 4.0.2

[Frank Thommen]

On 04.12.14 16:32, Florian Edlhuber wrote:

Hi,

04/12/2014 15:21 - Marco Borsani wrote:
(...)
I know, I search the rpm file but I did not find that one for Centos 6.5

what about using EPEL as it is in documentation?
http://otrs.github.io/doc/manual/admin/stable/en/html/installation.html#installation-on-centos


The Perl package Apache2::Reload is not in EPEL (see 
http://dl.fedoraproject.org/pub/epel/6/x86_64/repoview/letter_p.group.html). 
 Use CPAN to install it or install it manually.


frank

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Re: [otrs] How to split a ticket

[Frank Thommen]

On 27.02.15 08:53, claude wrote:
> Hi,
> 
> [...]
> 
> So, can I split this ticket  ? and how ?

See the commented attached screenshot (from AgentTicketZoom).
frank

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Re: [otrs] How to split a ticket

[Frank Thommen]

On 27.02.15 10:44, Frank Thommen wrote:
> On 27.02.15 08:53, claude wrote:
>> Hi,
>>
>> [...]
>>
>> So, can I split this ticket  ? and how ?
> 
> See the commented attached screenshot (from AgentTicketZoom).
> frank

btw: It will split exactly at the message where you click "split".
f.

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[otrs] How to remove individual postings (not tickets)?

[Frank Thommen]

Hi,

I'm sure this has already been asked in the past but I don't seem able 
to find any appropriate postings:


How can I remove individual mails/postings (/not/ complete tickets!) in 
OTRS tickets?


Background is, that due to technical problems I have several tickets 
with dozens of intermixed duplicate entries which makes these tickets 
almost unreadable and unusable.  I'd like to remove the duplicate 
entries from these tickets.  I don't care if this is done through the 
webgui or directly in the database.  (But I have never dealt with the 
OTRS database directly so far)


I'm using OTRS 3.2.9 on CentOS 5 with MySQL.


Thanks in advance
Frank
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Re: [otrs] How to remove individual postings (not tickets)?

[Frank Thommen]

Thx a lot.  I also found the article_id in the HTML code of AgentTicketZoom:

  [...]
  
  [...]

hopefully that's the one I'm looking for, otherwise it will be almost 
impossible to find the right ones ;-)


Cheers
Frank


On 04/07/2015 08:32 PM, Leonardo Certuche wrote:

Hello

 From database, every posting is an article_id associated with a
ticket_id so if you remove the correct entries from article table and
delete cache, those postings will be gone

El abr 7, 2015 1:15 PM, "Frank Thommen"
mailto:frank.thom...@embl-heidelberg.de>> escribió:

Hi,

I'm sure this has already been asked in the past but I don't seem
able to find any appropriate postings:

How can I remove individual mails/postings (/not/ complete tickets!)
in OTRS tickets?

Background is, that due to technical problems I have several tickets
with dozens of intermixed duplicate entries which makes these
tickets almost unreadable and unusable.  I'd like to remove the
duplicate entries from these tickets.  I don't care if this is done
through the webgui or directly in the database.  (But I have never
dealt with the OTRS database directly so far)

I'm using OTRS 3.2.9 on CentOS 5 with MySQL.


Thanks in advance
Frank
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Re: [otrs] How to remove individual postings (not tickets)?

[Frank Thommen]

Ah, why look so far then :-)
Thanks for all the helpful and quick answers.

frank


On 04/07/2015 09:06 PM, Gerald Young wrote:

clicking an article will show you the articleID in the address bar.

On Tue, Apr 7, 2015 at 2:45 PM, Frank Thommen
mailto:frank.thom...@embl-heidelberg.de>> wrote:

Thx a lot.  I also found the article_id in the HTML code of
AgentTicketZoom:

   [...]
   
   [...]

hopefully that's the one I'm looking for, otherwise it will be
almost impossible to find the right ones ;-)

Cheers
Frank


On 04/07/2015 08:32 PM, Leonardo Certuche wrote:

Hello

  From database, every posting is an article_id associated with a
ticket_id so if you remove the correct entries from article
table and
delete cache, those postings will be gone

El abr 7, 2015 1:15 PM, "Frank Thommen"
mailto:frank.thom...@embl-heidelberg.de>
<mailto:frank.thommen@embl-__heidelberg.de
<mailto:frank.thom...@embl-heidelberg.de>>> escribió:

 Hi,

 I'm sure this has already been asked in the past but I
don't seem
 able to find any appropriate postings:

 How can I remove individual mails/postings (/not/ complete
tickets!)
 in OTRS tickets?

 Background is, that due to technical problems I have
several tickets
 with dozens of intermixed duplicate entries which makes these
 tickets almost unreadable and unusable.  I'd like to remove the
 duplicate entries from these tickets.  I don't care if this
is done
 through the webgui or directly in the database.  (But I
have never
 dealt with the OTRS database directly so far)

 I'm using OTRS 3.2.9 on CentOS 5 with MySQL.


 Thanks in advance
 Frank


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Re: [otrs] Upgrade OTRS 3.0.7 to otrs 5

[Frank Thommen]

Yes, you can see this:
http://otrs.github.io/doc/manual/admin/stable/en/html/upgrading.html

If you are running a lower version of OTRS you have to follow the upgrade
path to 4 first (3.0->3.1->3.2->3.3->4)! You need to perform a full upgrade
to every version in between, including database changes and the upgrading
Perl script.


What I don't understand: Does the sentence "You need to perform a full 
upgrade to every version in between" only refer to the situation when 
you start from a version lower than 4 or also for start versions above 
4?  From 4.0.1 -> 5.0.9 do I have to go through 
4.0.1->4.0.2->4.0.3->...->5.0.9 or can I jump directly 4.0.1->5.0.9?


And if all intermediate steps are required: What do I use as 5.0: 
5.0.0.rc1?  I'm using RPM packages and there is no 5.0.0 package on 
ftp://ftp.otrs.org/pub/otrs/RPMS/rhel/6/.


frank


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Re: [otrs] Upgrade OTRS 3.0.7 to otrs 5

[Frank Thommen]

On 05/30/2016 06:38 PM, Alvaro Cordero wrote:

Hello,

You can go from one version to the latest of the next, for example if
you are in 3.0.9, you can go to latest 3.1.x -> 3.2.x -> 4.0.x -> 5.0.x

You don't need to do 4.0.1 and then all the minors, go directly to the
latest version on the step.


Great! Directly jumping from 4.0.1 (our current version) to 5.0.9 saves 
a lot of time.  I was afraid I had to do 26 updates...:-))


frank



Regards

2016-05-30 10:21 GMT-06:00 Frank Thommen mailto:lists.o...@drosera.ch>>:

Yes, you can see this:
http://otrs.github.io/doc/manual/admin/stable/en/html/upgrading.html

If you are running a lower version of OTRS you have to follow
the upgrade
path to 4 first (3.0->3.1->3.2->3.3->4)! You need to perform a
full upgrade
to every version in between, including database changes and the
upgrading
Perl script.


What I don't understand: Does the sentence "You need to perform a
full upgrade to every version in between" only refer to the
situation when you start from a version lower than 4 or also for
start versions above 4?  From 4.0.1 -> 5.0.9 do I have to go through
4.0.1->4.0.2->4.0.3->...->5.0.9 or can I jump directly 4.0.1->5.0.9?

And if all intermediate steps are required: What do I use as 5.0:
5.0.0.rc1?  I'm using RPM packages and there is no 5.0.0 package on
ftp://ftp.otrs.org/pub/otrs/RPMS/rhel/6/.

frank



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--
/Alvaro Cordero Retana
Consultor de Tecnologias/
/Tel: 22585757 ext 123/
/Email:/ alv...@gridshield.net <mailto:alv...@gridshield.net>



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[otrs] Disabling quote of previous mail per queue

[Frank Thommen]

Dear all,

within our group the requirement arised, to disable the quoting of 
previous mails in replies per queue(!).  I.e. most queues should quote 
the previous conversation in a reply, but in one specific queue, this 
must *never* happen (for privacy and anonymity reasons related to the 
conversations within this queue).  This should happen automatically.  Is 
there a way to achieve this?  It seems to me, that the reply format - 
including the quotation - is defined in SysConfig and is a global 
property, while the notification tags usable for reponse templates don't 
contain any  tag.


I'd be grateful for any pointers in the rifght direction.

Cheers
Frank
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[otrs] OTRS doesn't seem to use configured proxy -> No news, no package version check

[Frank Thommen]

Hi,

our OTRS instance (5.0.9 on CentOS 6) has a proxy configured in 
SysConfig Core::Package::Proxy



In the OTRS System Log I can see:

Fri Jun 3 18:31:23 2016 	error 	OTRS-CGI-47 	Can't perform POST on 
https://cloud.otrs.com/otrs/public.pl: 500 Can't connect to 
cloud.otrs.com:443 (Connection refused)



The package manager reports for every package:

SomeOTRSpackage 1.2.3 - Package not verified due a communication issue 
with verification server!



The Dashboard reports:

Can't connect to OTRS News server!


`tcpdump host cloud.otrs.com` reports (on each opening of the 
PackageManager):


18:33:43.833030 IP OUR_OTRSSERVER.45467 > portal.otrs.com.https: Flags 
[S], seq 3033083959, win 14600, options [mss 1460,sackOK,TS val 
195676033 ecr 0,nop,wscale 7], length 0
18:33:43.833259 IP portal.otrs.com.https > OUR_OTRSSERVER.45467: Flags 
[R.], seq 0, ack 3033083960, win 14600, length 0
18:33:43.862154 IP OUR_OTRSSERVER.45468 > portal.otrs.com.https: Flags 
[S], seq 3311162058, win 14600, options [mss 1460,sackOK,TS val 
195676062 ecr 0,nop,wscale 7], length 0
18:33:43.862399 IP portal.otrs.com.https > OUR_OTRSSERVER.45468: Flags 
[R.], seq 0, ack 3311162059, win 14600, length 0



This is the same pattern I see, when I do a `curl` to 
https://cloud.otrs.com *without* proxy.  When accessing cloud.otrs.com 
through the proxy, there should no traffic be reported by `tcpdump host 
cloud.otrs.com`.



It doesn't make a difference if I define the proxy in 
Core::WebUserAgent::Proxy or in Core::Package::Proxy or in both.



Any thoughts or pointers on how to solve this issue?

Cheers
Frank


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Re: [otrs] OTRS doesn't seem to use configured proxy -> No news, no package version check

[Frank Thommen]

On 06/03/2016 07:25 PM, Florian Edlhuber wrote:

Hi,


03.06.2016 18:57 - Frank Thommen schrieb:

our OTRS instance (5.0.9 on CentOS 6) has a proxy configured in
SysConfig Core::Package::Proxy
In the OTRS System Log I can see:

Fri Jun 3 18:31:23 2016  error  OTRS-CGI-47  Can't perform POST on

 > https://cloud.otrs.com/otrs/public.pl:
<https://cloud.otrs.com/otrs/public.pl:>  500 Can't connect to

cloud.otrs.com:443 (Connection refused)


mostly it is a missing shlash '/' at the end of your proxy configuration.

wrong:   user@http://proxy:port
correct: user@http://proxy:port/

You can try to start the Cloud Checker
/opt/otrs/bin/otrs.Console.pl Maint::CloudServices::ConnectionCheck

This gives some more detailed information.


Thanks.  This command was very useful.  In fact it turned out to be a 
problem with our proxy ;-)


frank


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[otrs] Tag wrongly documented or implemented?

[Frank Thommen]

Hi,

in the tag reference at the bottom of the "Edit Notification" page in 
OTRS 5.0.9 the tag "" is described as "To get 
the realname of the sender (if given).".  Effectively, it is replaced by 
the name of the ticket customer but *not* by the name of the effective 
sender (which could e.g. be a third party answering to a Cc received 
from that ticket).


So either the tag name is misleading (should rather be something like 
"OTRS_SENDER_REALNAME") and the replacement is buggy or the 
documentation is wrong (should rather read "To get the realname of the 
ticket's customer user (if given).").


Any thoughts on this?

Cheers
Frank


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Re: [otrs] Tag wrongly documented or implemented?

[Frank Thommen]

Hi Nils,

On 06/14/2016 07:41 PM, Nils Leideck wrote:

Hi Frank,

On 14 Jun 2016, at 18:13, Frank Thommen  wrote:


in the tag reference at the bottom of the "Edit Notification" page in OTRS 5.0.9 the tag 
"" is described as "To get the realname of the sender (if 
given).".  Effectively, it is replaced by the name of the ticket customer but *not* by the name of the 
effective sender (which could e.g. be a third party answering to a Cc received from that ticket).

So either the tag name is misleading (should rather be something like 
"OTRS_SENDER_REALNAME") and the replacement is buggy or the documentation is wrong 
(should rather read "To get the realname of the ticket's customer user (if given).").


It’s the documentation.

Could you create a pull request to fix it?

-- Cheers, Nils


Thanks for the quick reply.

It seems that for that I'd have to register a github account, fork OTRS, 
find the piece of code where the error is, correct it in all languages 
and somehow create a pull request...


I placed a bug report instead (http://bugs.otrs.org/show_bug.cgi?id=12134).

It seems that the basic problem why I started this thread is already 
being taken care of in http://bugs.otrs.org/show_bug.cgi?id=11843.


Cheers
f.


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[otrs] Mail fetch frequency only updated on daemon restart?

[Frank Thommen]

Dear all,

I have the impression - but I could not find a reference to this -, that 
changes in Sysconfig 
Daemon::SchedulerCronTaskManager::Task###MailAccountFetch are only 
becoming active after manually stopping and restarting the OTRS Daemon.


Is that the case? I'd find this strange, as I'd intuitively assume, that 
all changes done in SysConfig are activated with immediate effect w/o 
requiring a manual restart/reload of the daemon.


Our OTRS version is 5.0.9 on CentOS 6.8.

Cheers
frank
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