Re: [otrs] What is the diference between invalid and invalid temporarily

I can’t speak for the developers, but one place where you might want a different effect is when someone has a serious illness or is pregnant and will be away for work for a time, but you don’t want to totally destroy their account. The “invalid temporarily” state lets you differentiate between s

Re: [otrs] Help Me please...

On 8/27/10 8:01 AM, "Joseph Thomas" wrote: > wat should i do for this? > pls give the steps that i want to do. >From your postings so far, I'd say you want to do the following steps: 0. Read the error message, and note the "read more about this feature in the documentation" part of the m

Re: [otrs] Back Up and Restore??

What have you tried so far? From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Joseph Thomas Sent: Friday, September 03, 2010 5:45 AM To: User questions and discussions about OTRS. Subject: [otrs] Back Up and Restore?? Hai, can any one help me. i want to do the

Re: [otrs] Back Up???

How do you back up your other applications and databases? It's just another chunk of application code and a database. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Joseph Thomas Sent: Tuesday, September 28, 2010 1:08 AM To: User questions and discussions about OTRS. S

Re: [otrs] Comparing OTRS with other ticket system

On 10/16/10 9:01 AM, "Nils Leideck - ITSM" wrote: > All I can say is that 1 tickets should not be the problem to create, it is > just one ticket per 8.5 seconds. > You should of consider if the ticket is closed with 4 or 5 actions or if there > is a high traffic in terms of customer conta

Re: [otrs] Comparing OTRS with other ticket system

Thanks for that.I can go for 4 machines 2 for apps and 2 for DB, not an issue at all. Is it anywhere implemented? Any use case? That's pretty much the standard recommendation we use for our deployments. We've done hundreds of the. What do you mean by use case?

Re: [otrs] Database to choose

Both are equally stable and functional. MySQL has a slight advantage that it is easier to cluster than Postgres, but has the downside of having a lot of uncertainty about if and when Oracle is going to screw us over. Postgres does not have that sword hanging over our heads. I've been going wit

Re: [otrs] OTRS 3.0 installed in a virtual machine, ready to go?

> Why do you mention the closed/proprietary VMWare and not KVM ? > We're in the open source world... Except we're not. OTRS is typically used in business environments, where KVM is not common, but VMWare is. I would find such a VM image very useful as well. It's a major pain right now to build

Re: [otrs] OTRS 3.0 installed in a virtual machine, ready to go?

> -Original Message- > From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of > Michiel Beijen > > You can try out OTRS using OTRS OnDemand - it runs OTRS 3 and is a way > to test out OTRS quickly. A 30-day trial is free, and you can if you > want after the 30 days eithe

Re: [otrs] OTRS 3.0 installed in a virtual machine, ready to go?

> > FWIW, I'm working on a new Fedora package (in fact, I'm using OTRS 3 > already in a pilot system using my own package), which should also > work for RHEL6 (and CentOS etc.) in the future (but if RHEL+EPEL has > all Perl deps I do not know yet). I started with the old (Fedora 7) > package, but

Re: [otrs] OTRS 3.0 installed in a virtual machine, ready to go?

> Not sure what problem this would solve... Mostly to help autogenerate the various files needed to create the package in different forms and keep them updated without manual intervention, and to specify the install steps in a generic way across systems. That's the part that I find most tedious

Re: [otrs] Antw: Upgrading from 2.4.9 to 3.0.3: pain

> >On Dec 7, 2010, at 1:59 AM, Aron Rotteveel wrote: > > > >> Thanks for the reply, although my German is not spectacular. > >>Considering the problems and path OTRS is currently taking I'll > probably > >>reconsider switching support solutions again. It is just way too much > >>hassle. A product s

Re: [otrs] Bug Tracking - or other bug tracking integration

> Is there any bug tracking capabilities in OTRS? or is there any >integration with a bug tracking > software? (Bugzilla preferred) Software bugs and user support tickets are the same thing with a different name. There's nothing special about a software bug that dictates a special kind of track

Re: [otrs] OTRS and MySql

OTRS works fine with MySQL, but I would question the wisdom of relying heavily on MySQL-based infrastructure until Oracle demonstrates whether it intends to actually continue to invest in it. It's not trivial to change DB engines mid-flight, and until the other shoe drops, I consider the risk f

Re: [otrs] OTRS and MySql

> Thanks David for your response. Could you please share if any big > enterprises rollout out OTRS on Mysql and running successfully till > date? I know of several I've done (600-700 agents, 2500-3000 significant issues/day, fairly large CMDB). Key issues are hardware performance (the OTRS front

Re: [otrs] OTRS Integration with other tools

We want to understand if OTRS can integrate with proprietor system like HP EMS or BMC Petrol. While using OTRS, we would like to continue using proprietor event management system so that we can leverage our existing investment. Yes, it can. It does require some thought as to the interfaces and w

Re: [otrs] Debian Package for OTRS3

On 1/20/11 5:50 PM, "Nils Leideck" wrote: > , the OTRS DEBIAN package is totally DEBIAN-ished and not just a ³let it >try out² version! Of course, there are DEBIAN specific issues/differences >compared to the standard OTRS, but that is not too bad as it just helps >to keep the DEBIAN way of fil

Re: [otrs] Debian Package for OTRS3

On 1/21/11 11:22 AM, "Michiel Beijen" wrote: >We can't do a thing about that, it's one of the reasons I don't like >the Debian package much. It's because of Debian package management >restrictions. They say a web application can't be allowed to modify >configuration data, and that's just what OT

[otrs] Community docs

Shawn Beasley just posted a really interesting call for community help with documentation for OTRS, that my stupid fingers instantly deleted by accident, and now I can't find the topic or the announcement anywhere. Could someone at OTRS either forward me the announcement or point me to where that

Re: [otrs] Community docs

>Would this be it? > http://blog.otrs.org Yes, that was it. Thanks! --DB - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http:/

Re: [otrs] Does OTRS 3 support DB2?

On 3/8/11 12:34 PM, "Rudolf Bargholz" wrote: >Hi Pierce, > >Don't run OTRS on DB2 - we use MySQL - but our other apps all use DB2, so >we have experience with the problem you describe. [snip] >LONG VARCHARs can have a max length of 32768 characters. I wouldn't go that far. FYI: DB/2 10 for z/

Re: [otrs] how to change

Make changes in the software code, or the settings in the software, , or create changes in the ITSM Change Management module? Hello, do not understand how to make changes, someone has a manual of procedures of this part or a link where you can advise me. thanks Julio Cesar Angulo Quiroz Telf.:

Re: [otrs] Remove attachments from emails

> Attachments with .dll or .exe extensions are sent over email. Suggestion: use procmail to run SpamAssassin and/or CRM114 on incoming mail before you inject it into OTRS via postmaster.pl and discard any incoming email with a spam score of > 10.That's going to be much more effective than

Re: [otrs] Adding bugs in OTRS

That said, OTRS is NOT a bug tracker and there is a good reason that at the OTRS Group we're using OTRS for customer service and Bugzilla for bug tracking. I’m not sure why you say that. I think that has more to do with process than the tool. We abandoned Bugzilla for OTRS and were glad to see

Re: [otrs] Adding bugs in OTRS

> For the OTRS.org project it should at least be helpful if there would > be a public listing of bugs available for unauthenticated users. It > might not require LOTS and lots of effort to get OTRS in shape. It > depends indeed very much on your requirements if you can make use of > OTRS as a (publ

Re: [otrs] AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY

> Wonder why his mail agents sends this message over and over again... If I am > not mistaking outlook just sends an OO notice only once to an unique > recipient and not for every single mail. Because neither his mail agent or his mail system is obeying the conventions for suppressing out of offi

Re: [otrs] Block or reject emails?

Is there a way I can block or reject emails in OTRS and also not sending out automatic replies to certain specified addresses? We have some problems with some newsletter-junkmails and some endless loops that are filling up our RAW inbox ... We're using an external POP3 server and I can't set up

Re: [otrs] Change Management

could anyone explain me, how does otrs works with Change Management? I won’t take you through the ITIL theory part, but it boils down to understanding the relationship of three things: 1) Roles 2) Changes 3) Work Orders Roles apply to people: eg, who initiates a change, who ex

Re: [otrs] Questions about multiple companies in OTRS

I have multiple companies with multiple users in it, but not all employers from the company has users in my otrs. is there a way to create "generic" client in otrs that could have it´s e-mail changed based on the e-mail received or changed manually You really, REALLY don’t want to do this. It ma

Re: [otrs] AS/400 backend

> We are considering to switch to OTRS for our online Help Desk. > We still have an IBM AS/400 customer database, does anyone have any > experience on the integration of OTRS with AS/400 backend? If it's DB/2, then it works like DB/2 elsewhere, regardless of whether it's DB/2 LUW or /400 or z/OS.

Re: [otrs] Redundant DB connection

> > is otrs capable of connecting to replicated DB (mysql) servers? > > I.e. One DB server goes down, and otrs will failover to the other. > noone? Yes, it works fine. OTRS is completely unconscious of the replication. - OTRS ma

Re: [otrs] Best way to upgrade live system from 2.4.x to 3.0.x

1) Clone your current system to a new box/virtual machine. 2) Dump the database to flat file. 3) Upgrade the new box. 4) Convert the database 5) Test 6) Swap the machines. Backout is as simple as turning the new machine off. And you get a backup of your current

Re: [otrs] [#21]: 3.0.13 rpm not available for Red Hat systems

Will one of the list admins please unsubscribe this address? From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Daniel Perez Sent: Friday, March 02, 2012 8:10 AM To: otrs@otrs.org Subject: [otrs] [#21]: 3.0.13 rpm not available for Red Hat systems User questions and discussi

Re: [otrs] Change management

I think what he's looking for is a walkthrough of what the roles are in the change process, and what the steps are to walk through a change (who does what at what point). The existing documentation doesn't really address this at all at the moment. Madlenkosi: The major roles involved in change

Re: [otrs] Documentation on Services and Service Level Agreements?

> > I am looking for documentation for "Services" and "Service Level > > Agrements". They are located under "Ticket Settings", as can be seen > > in http://doc.otrs.org/3.1/en/html/adminarea.html#adminarea-general Services are things that your organization or infrastructure provides - both techni

Re: [otrs] customize few things from new email ticket

Sounds like you're better off writing a short script using the SOAP interface that takes what you need and supplies default values for all the other fields. If you need so little function, you may be better off with a less capable tool like RT. if you disable all the features you describle, OTRS

Re: [otrs] Queue permission

Yes, you can't see other customer's tickets in the default setup, but there's more to it than that. Here's why customer-based queue lists are important to us: The reasoning from the powers that be here is that customers should see only the services they are entitled to, and nothing more --in man

Re: [otrs] Queue permission

I thank you for the insight, and in my limited view, I'm thinking of "Services" to handle the segregation as -- I'd hope -- only the assigned services would be available to the customer, meanwhile the queue would be the type of thing your agents would generically provide. The Service is unique t

Re: [otrs] RichTextEditor stopped working after upgrade to 3.1.7

Sounds like your best option right now. Lesson to be learned: NEVER use your production server to test a new release. VMWare Workstation at $75 a copy will let you build a clone of the production system, upgrade that, and test without ever suffering this again. I'm sorry to bother you but cur

Re: [otrs] TicketSearch performance with Internet Explorer

> [snip – general suckitude of IE6-8] > We’ve only seen this behaviour with Internet Explorer 6 to 8 (we know 6 is > not supported, but we still have some apps > that only work with it, so we must keep it); It is working OK with IE9, > Chrome, Firefox, Opera and Safari. > Has anyone seen this be

Re: [otrs] Saving FAQ attachments on fileserver

> Thanks for your elaborate reply. > Since we'd like to use the FAQs as a central distribution point for our > customers (think of documents like manuals, possibly even distribution of > new installers), we'd really appreciate the possibility to save this > attachments on the file server. This woul

Re: [otrs] Saving FAQ attachments on fileserver

Unless the content is sensitive. Most of the public services like these give the service providers rights to look at anything you store there. There are also many cases where regulatory requirements don't allow any data storage on servers you don't directly control. It's a lot easier to set up a

Re: [otrs] Setting up two OTRS instances in single windows server

1.Is it possible to achieve above requirement ? Yes. Consult the documentation for your WWW server (Apache, in this case) for instructions on how to set up multiple virtual hosts, and then use that information to install a copy of the OTRS code in a separate directory for each virtual host. Yo

Re: [otrs] Can't send e-mail replies after upgrade to 3.1.2

*Something* has clearly changed here. Can you confirm that the SMTP server is running and listening on port 25 and/or 478? Can you confirm that port 25 and/or 478 are open and reachable from your OTRS server to the SMTP server? Nothing's going to work unless that's true. You can test that with

Re: [otrs] Can't send e-mail replies after upgrade to 3.1.2

> > Can you confirm that the SMTP server is running and listening on port 25 > and/or 478? > > 478? That's a non-standard port for anything SMTP related. > Check for port 25 (SMTP) or 465 (SSMTP) or 587 (Submission) I stand corrected. I was trying to remember the SSMTP and Submission ports, and

Re: [otrs] get rid /otrs/index.pl

> How can we get rid of /otrs/index.pl in windows based installation? I am not > able to find file otrs.conf Consult the Apache documentation on rewriting URLs on Windows. - OTRS mailing list: otrs - Webpage: http://otrs.org/ A

Re: [otrs] Get emails double

You could check the Message-ID: field in the incoming message against a search of the current tickets in the OTRS postmaster code, but that would be very time-consuming for any volume of mail. I'd go with Gerald's comment: tell them not to do that, and deprecate one of the two addresses and remo

Re: [otrs] Get emails double

If two separate messages are delivered to two separate inboxes, then yes, there should be one response per incoming email per mailbox. If the email is delivered to one of the mailboxes with multiple addresses in the To: field, no, I wouldn't expect that to happen (at least it wouldn't be useful

Re: [otrs] Problems with group of email

Hello all, I set up my system to automatically respond to the customer when a new ticket is created. It works if the customer uses its own email (eg custo...@company.com), but it does not work using a group of email (eg n...@company.com

Re: [otrs] Problems with group of email

A lot of the large email services have filters in place to prevent not-so-bright mailing list servers creating feedback loops. Google and Yahoo do for certain. I'd suspect you're getting caught by that code, especially if your mail server is on a range of IP addresses designated as home or small

Re: [otrs] how customize sheet size in PDF

If you are running OTRS on Linux/Unix, look at using the CUPS API to query the supported media types/sizes for the printer you intend to use. I’m not sure if the same API exists for Windows, but it might be a route to investigate. Long-term, that might be the way to code it. From: otrs-boun...@

Re: [otrs] Problems with group of email

> But what about the MTA logs? can you see that the email was accepted by > the mail server and then sent on to it's next destination? If your MTA has > sent it on then it's not your system that is causing the problem but the > remote system (in which case poke their postmaster to check their logs

Re: [otrs] Problems with group of email

I'm not totally sure if it is an OTRS problem or not, since the customer received the email when he asked for his password. Like I said, at this point, it's not your server. Something outside the OTRS environment is intercepting the mail, based on some criteria you can't see. If he got the pass

Re: [otrs] Problems with group of email

Public or not, they still do some analysis on the *content* of the incoming message, and that's the likely thing that's biting you. Something in the content of the message is triggering a filter at the receiving site. There's nothing OTRS can do about that. From: otrs-boun...@otrs.org [mailto:

Re: [otrs] Query regarding CustomerTicketMessage

Fetchmail requires a local MTA install. You need to pick one (sendmail, postfix, etc) and install it. Oct 1 16:02:01 otrs /USR/SBIN/CRON[5602]: (otrs) CMD (/usr/bin/fetchmail -a --ssl >> /dev/null) Oct 1 16:02:01 otrs /USR/SBIN/CRON[5603]: (otrs) CMD ([ -x /usr/bin/fetchmail ] && /usr/bin/fe

[otrs] FW: Tweaking the Richtext Editor

Nifty hack to enable lots of goodness – any reason why this shouldn’t be the default setting? It does no harm and a LOT of good. Feed: OTRS Community Blog Posted on: Monday, October 01, 2012 8:47 PM Author: Jens Subject: Tweaking the Richtext Editor [nifty hack snipped]

Re: [otrs] OTRS : Duplicate emails gets via POP3

Depends a lot on the POP server implementation, too. If the POP server is set to rate-limit incoming connections (default on recent versions of Exchange, and most of the “free” email providers these days), the client (in this case, OTRS) will see the full list of messages in the mailbox, but wil

Re: [otrs] OTRS : Duplicate emails gets via POP3

> -Original Message- > From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of > Gerald Young > And in my case, I use procmail which has none of these issues and receives > mail instantly into OTRS. Agreed. Procmail wins big. But, if you're stuck with the POP option (a

Re: [otrs] OTRS : Duplicate emails gets via POP3

One thing I did use procmail for at one implementation was to alert a department manager (cc email) when a ticket request came from a department employee. Of course, it didn't have the ticket number, but otherwise it was a good-enough workaround. Yeah - there is where procmail really shines.

Re: [otrs] otrs auto merge feature

Well, it DOES check the subject line - for the OTRS ticket # that would associate those emails. Does the subject line contain that? Otherwise is there some unique identifier that OTRS could use to tell they were associated? You could try to scan for it in the postmaster input, but there has to

Re: [otrs] otrs auto merge feature

the unique identifier is the subject of the email. There are a lot of ugly failure and/or race condition scenarios here. What would happen if another agent dropped in an email from another customer that happened to have the same subject line while you were dropping a batch in? Would you want tha

Re: [otrs] otrs auto merge feature

> Not quite true David, like I commented, try enabling SearchInReferences. I have. It still misses fairly frequently (at least for us), which is why I didn't mention it. But, that may be a function of our customer base often having very old MUA/MTAs that don't reliably implement a lot of the new

Re: [otrs] Multiple LDAP Authentication Sources

If you're already copying AD information into a local database, why not sync it to different branches of a pair of local LDAP servers using slapd, and have two sources that start at a common branch and search downward? That would give you only 2 sources to check (a primary and a backup), but al

[otrs] FW: OTRS 3.2 beta – statement from Manuel Hecht, Vice President Global Software Development

A suggestion: Something that would be really helpful if you’d like to encourage beta testing: a network-accessible repository (either yum or apt, preferably both) that can be added to a system, and then used to install, eg a repository definition file that can be retrieved with wget, and then b

Re: [otrs] RPM repo (was: FW: OTRS 3.2 beta – statement from Manuel Hecht, Vice President Global Software Development)

Thanks for the suggestion - I appreciate your concern. Better packaging has been long on our wish list but the list is long and the amount of hours in a day is not. Yeah. These days it’s a real distinguishing factor, especially for enterprise-grade stuff. IBM and Oracle get this one wrong most

Re: [otrs] RPM repo (was: FW: OTRS 3.2 beta – statement from Manuel Hecht, Vice President Global Software Development)

to set selinux to permissive. Would there be any RHEL syadmin that can help with the SElinux profile? Would there be people interested in testing such an RPM repo? -- Mike. Op 27 nov. 2012 16:35 schreef "David Boyes" mailto:dbo...@sinenomine.net>> het volgende: A suggestion: Some

Re: [otrs] reg: session cookie to set as secure

Define "secure". What are their requirements? What audit trail do they require? What have you tried so far? From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of ravi shanker Sent: Tuesday, November 27, 2012 9:33 PM To: otrs@otrs.org Subject: [otrs] reg: session cookie to set a

Re: [otrs] restore article_attachment from article_plain after table crash

. Also, I'd consider whether filesystem/FS storage of attachment would be a better choice if they're that important to your workflow, as they'd be out of the database and able to be backed up via filesystem. I would probably concur. Wrt to where attachments are stored, if storing the attachmen

Re: [otrs] How to setup customer users,

Another interesting note: Samba 4 (with the full independent AD implementation mandated by the EU judgment against MS) was released this week. No Windows CALs required to do authentication against it, and can be managed directly with the MS tools *and* it supports replication of AD forests. He m

Re: [otrs] Link OTRS tickets (or articles) to existing CRM system

> > We have an existing CRM system. Currently our support agents are copying > the ticket ID over to the CRM system every time they receiving an ticket. > > > > Anyone have any good idea how I can make the life more easier for my > support agents? Most CRM systems have an external API or the abili

Re: [otrs] Fetching mails from Lotus Domino without POP/IMAP access

If they've got the Notes server locked down that severely, you're pretty much stuck. The Notes replication protocol is not published, and the only thing that will provide a OTRS server access to that internal resource is the Notes POP/IMAP server. Your only option is pretty much getting them to

Re: [otrs] Fetching mails from Lotus Domino without POP/IMAP access

Except she said that she is specifically forbidden to do that by corporate policy. This isn’t a technical problem, it’s a political one. The suggestion I made works because if the separate Notes server is a separate administrative domain, there is no way to compromise the existing server ids, b

Re: [otrs] open ticket forwarding mail

That's more a question of what email client you use. Some clients (elm, pine, etc) provide a function that redelivers messages to another destination with the original headers intact (as if it were originally sent to that destination).

Re: [otrs] open ticket forwarding mail

...still interested in a OTRS way to rewrite the From: in forwarded email OTRS can't perform miracles. When you forward a message, you're creating a completely new message and new headers, and that is completely under the control of your mail client. If your mail client can't resend it transp

Re: [otrs] open ticket forwarding mail

So do I. But to do that, you have to have some way of conveying the original address in a way that OTRS can understand it, and that's not possible in your configuration without supplying that information in another form than the RFC822 email headers. The postmaster filter approach outlined in a

Re: [otrs] respect foreign ticket IDs

I think that's Utopia, isn't it? Are there any other ways? Do I have to modify the sources to let OTRS recognize the foreign numbers? I would do this outside OTRS. If you control the mail server that receives mail for OTRS, give the client a specific alias for the automated reports and make su

Re: [otrs] respect foreign ticket IDs

On one hand I don't like the idea of spreading this work away from the OTRS, on the other hand I _don't_ control the mail server. I _could_ do a fetchmail/procmail solution though, if nothing else works. Yeah. I would do this outside OTRS because it's really a translation function between OTRS a

Re: [otrs] respect foreign ticket IDs

http://www.otrs.com/en/software/otrs-help-desk/features/otrs-feature-add-ons/feature-add-on-external-ticket-number-recognition/ Neat! Haven’t encountered that one before. Should have figured that the OTRS folk had encountered this before... 8-) -

Re: [otrs] Audit trail of system changes

Delegate privileges to specific users and disable the built-in administration user. Pretty much the same steps you would take to control the use of the generic root/Administrator ids at the OS level. That will at least give you some idea of who was logged in at the time, and OTRS does capture r

[otrs] OTRS Authentication against Samba 4 AD implementation?

Now that Samba 4 implements Active Directory protocols to the point of being able to implement full AD function without any Windows servers or licenses, has anyone done any work with getting OTRS to authenticate against a Samba 4 AD domain? I'm looking into it here, but if someone's already done

Re: [otrs] NLB (load balancing) OTRS

Thoughts: Rather than invent a application-specific solution, look at Linux-HA (www.linux-ha.org). They’ve solved most of these problems in a neatly packaged way. There’s existing code to handle session affinity and most of the request distribution process. If you stor

Re: [otrs] NLB (load balancing) OTRS

While I appreciate the general advice, please note I'm not trying to reinvent anything. Instead, I want to prepare for natural problems that OTRS will run into when reaching a size that requires load balancing. OK, I was jotting down some thoughts – sorry if it came off wrong. More details inli

Re: [otrs] NLB (load balancing) OTRS

It is, but that would mean it wouldn't be able to process incoming emails from the other OTRS system, the system ID gets embedded in the full ticket "number", the system ID is primarily used to allow separate OTRS systems to send emails back and forth (assuming the system IDs are different) wit

Re: [otrs] NLB (load balancing) OTRS

I'm not familiar with LVS or Linux-HA (mostly used MS platforms until ~ recently) so the next question may be born out of confusion: You have the load balancing performed by machines runnings LVS and the Linux-HA is running on the app nodes? Correct. LVS handles session distribution and session

Re: [otrs] NLB (load balancing) OTRS

bogdan: I think if the shared file system would be required just for attachments, it wouldn't need to be very fancy. I think OTRS doesn't modify what it has already written on disk for articles / attachments. So it only does reads and additional writes. No editing. It does rely on a consistent

Re: [otrs] otrs 3.1.11

> Edit Kernel/System/Ticket.pm and change line 3944, update the message > returned, change from 'Need StateID or State!' to "Need StateID or State! > Ticket: $Param{TicketID}". He does have a point, though. An good error message should give as much context as possible (answering the basic journal

Re: [otrs] OTRS Manager

Looks like as of April, 2012, this gadget has been sold to a private company and the open source version is no longer maintained. Looks kinda cool, though. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Jean BROW Sent: Saturday, February 02, 2013 2:19 PM To: User questio

Re: [otrs] Need to set customers/agents's auth witn LDAP.

> One of my big issues with OTRS is the configuration is utter crap. Too many > places to configure things, everything should really be just configured > through Sysconfig instead of having to mess about with text files (and perl > based text files at that), and ideally stored in the database to ma

Re: [otrs] Need to set customers/agents's auth witn LDAP.

Actually, it's not that bad. At the most basic level, you can treat the static info as an array of text lines and read/interpret them sequentially. That at least doesn't bind the information to a file on a specific server and gives you much more granular control of configuration management on o

Re: [otrs] Resetting a Dynamic Field when Escalation Update timer resets

Can somebody help me on this, I really need this. You should probably look into a paid support contract with a vendor if you have time-critical requirements for responses. This is a volunteer forum, and there's no guarantees. You also just posted your note yesterday, so you might want to give

Re: [otrs] Need to set customers/agents's auth witn LDAP.

DAP. > > On 8 February 2013 16:37, David Boyes wrote: > > Actually, it’s not that bad. > > > > At the most basic level, you can treat the static info as an array of > > text lines and read/interpret them sequentially. That at least doesn’t > > bind the in

Re: [otrs] Need to set customers/agents's auth witn LDAP.

> On 8 February 2013 16:37, David Boyes wrote: > > Actually, it’s not that bad. > With all due respect David your system is highly customised and you must > have the people power (or skills) to maintain your custom setup. > I don't want to have to do any of that custom

Re: [otrs] Couldn't send mail: 550 5.7.1 Client does not have permissions to send as this sender

That error is coming from the remote SMTP server. There should be a message logged on their side as to what address you are actually sending in the SMTP envelope and the address it's coming from. Contact your SMTP provider and ask them for that data and what IP ranges from which you are authoriz

Re: [otrs] Couldn't send mail: 550 5.7.1 Client does not have permissions to send as this sender

unfortunatelly, there is no error. The the last entry in SMTP log (of Exchange server) is successfull authentication and that´s all. Besides, the install script http://localhost/otrs/installer.pl found IMAPS and SMTPS is working fine Then the problem is in the list of hosts that

Re: [otrs] OTRS now on github

> Would it be possible to have the .gitignore updated to exclude all locations > that OTRS "writes" to (or what settings are required so can I configure OTRS > to store it's data/configuration in a completely separate location). So that I > can keep my local OTRS installation up-to-date with git bu

Re: [otrs] Modify Criticality on a ticket basis

Prefix this by "it depends on your organization's priorities, but..." > Let's say that our OTRS system has a service called OTRS with a criticality of > 4 high because, if it fails, no agent can work. > Let's say there is a problem in OTRS: the company logo is mirrored and > unreadable. It's a pro

Re: [otrs] Tickets not re-opening on customer reply.

One reason: by using an alias and processing the stuff immediately as it comes in, he doesn't have any exposure to DOS attacks on an actual userid on the system with the potential to fill /var/mail before the postmaster filter runs, and it increases the responsiveness of the system as a whole (w

Re: [otrs] How can I reset passwords for all customers?

A password expiration date would be a useful addition to OTRS (or the option to defer authentication to PAM, where we can already do that). If the password is expired, OTRS could force the password change on expiration, setting the field to zero would be "never expire". I like the PAM idea a lot

Re: [otrs] GenericAgent

> I did but doesn't work. Please, I have to finish this project on Thursday , > can > you show me step by step . You should contact one of the professional services organizations and purchase some of their time. This list is volunteers answering questions in our spare time after/on top of our

Re: [otrs] Migrate

Some steps I collected during our last upgrade; not definitive cookbook, but it worked for us: 1) If possible (and you haven't done so already), move your OTRS server to a virtual machine, preferably VMWare-based. Makes cloning in the future a lot easier. 2) Build a new VM image, an

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