Znuny Open Source Ticketsystem

arvobowen

To keep everyone in the loop... Just to keep it as secure as I could I went back after I was able to load the page (after I opened up security to EVERYONE) and then removed the EVERYONE user like it was originally and it seems to be working fine still... I think I just needed to give OTRS the abilit...

arvobowen

OK so it looks like there was an issue with permissions... First, I did what you said about clearing out all the cache and rebuilding it with the 3 perl scripts... .. Still no go at that point... Second, I gave EVERYONE - Full access and applied to all child objects within the OTRS folder... BAM! Th...

arvobowen

OK in regards to getting OTRS 3.0 working by upgrading on top of the 2.4 install.... I have managed to kinda get an idea as to why I get the following error... Browser Warning The browser you are using is too old. OTRS runs with a huge lists of browsers, please upgrade to one of these. Please see th...

arvobowen

Thanks MichaelR... Is there a way to do a database dump with MSSQL? I see a few posts on doing a mysqldump, but I need to do one for MSSQL... My Current Config: Windows Server 2003 IIS6 MSSQL 2008 Target Config: Windows Server 2003 Apache (installed by new windows installer) MySQL (installed by new ...

arvobowen

BTW Crythias, Now that I know what my original issue was I took care of it and have my old version of OTRS up and running with no issues. I would still like to transition to 3.0 if possible though. Upgrading should be simple but it is proving to be very difficult at the least... I tried dropping the...

arvobowen

OK, yet one more issue Crythias... I have everything now somewhat working... IF I use my old template (which i know is a no no) it works and shows me my normal looking login... When I try to log in it does not work (As I would expect from an incompatible template). Now when I go into my C:\Httpd\OTR...

arvobowen

That was in fact what is was... To fix the problem on a windows system I did the following... Open... Start->All Programs-> Administrative Tools->Data Sources (ODBC) Click System DSN Tab... Add "SQL Server" or "SQL Server Native Client 10.0" driver With mine I named it "OTRS...

arvobowen

See topic http://forums.otrs.org/viewtopic.php?f=63&t=9049

arvobowen

Actually... maybe this has something to do with it...

In my Config.pm I have the following...

$Self->{DatabaseDSN} = "DBI:ODBC:$Self->{Database}";

DSN.. isn't that something like me trying to connect to a server called OTRS or something?

arvobowen

Got it! Just wanted to make sure. ;) So I did the following... 1) Installed OTRS 3.0 to C:\Httpd\OTRS\ 2) Replaced three files with old OTRS files... a) C:\Httpd\OTRS\Kernel\Config.pm b) C:\Httpd\OTRS\Kernel\Config\GenericAgent.pm c) C:\Httpd\OTRS\Kernel\Config\Files\ZZZAuto.pm 3) Ran the PRE MSSQL ...

arvobowen

What SQL script do I run when upgrading from OTRS 2.4 to ORTS 3.0? Is it "scripts\DBUpdate-to-2.4.mssql.sql" or would it be the "scripts\DBUpdate-to-3.0.mssql.sql"?

Also... There is a Perl script in the scripts directory called "DBUpdate-to-2.4.pl". What is that for?

arvobowen

Also... I'm currently using MSSQL and want to transition into MySQL. I can get to the DB in MSSQL and see all of the database but can not get OTRS 2.4.7 to work with it atm...

arvobowen

crythias,
My issue is that I can not get the old version working for some reason... (see topic http://forums.otrs.org/viewtopic.php?f=81&t=9045)

Any ideas on that front by chance?

Thanks,
Arvo

arvobowen

Is it possible to backup OTRS...

OTRS 2.4.7
MSSQL
IIS6

... and and then install the latest OTRS...

OTRS 3.0.6
MySQL
Apache

... then import old tickets to the new database?

arvobowen

OK so I was running MSSQL 2000 for a while then moved to MSSQL 2008 Standard and had OTRS running on it great! I didn't even think about it but I had installed a trial version of MSSQL Server 2008 Standard. Well the trail was up and the server locked up the DB making OTRS unusable. Since then I have...

arvobowen

Sorry about that ferrosti, and thanks.

arvobowen

OK great thanks ferrosti! That's a step in the right direction but still not 100% there... So I found the "generic_agent-database.dist" file and extracted the following... # start generic agent every 10 minutes */10 * * * * $HOME/bin/GenericAgent.pl -c db >> /dev/null Using Windows 2003 Se...

arvobowen

OK so it seems that you need to copy a file for the GenericAgent.pl to run successfully... When it was running before it would error out. I tried to run the same command from the command prompt and got the following... Microsoft Windows [Version 5.2.3790] (C) Copyright 1985-2003 Microsoft Corp. C:\D...

arvobowen

I don't think I ever did get it to work. I have been overwellemed at work lately and have not even been able to upgrade to the last 6 versions!

arvobowen

I'm updating this because someone (a member on the forums) sent me a private message I guess?... If you were that user A few things about the way you went in getting help... a) I don't know how you sent me the message but I was guessing it was via the site in a private message... For some reason it ...

arvobowen

Why will my generic agent jobs not run? I have a job set up under generic agent that is set to VALID. But for some reason it will not run automatically. It runs fine when I manually run it. I have added a Scheduled Task to my windows server that runs the following... C:\Perl\bin\perl.exe c:/Httpd/OT...

arvobowen

That's what I'm saying!

arvobowen

Here is where I think the setting is... Ticket::Frontend::AgentTicketNote###Subject

It's set by default to: $Text{"Note"}

What are the possible things I can use on this setting? Is there some variable to return the first (initial) ticket subject?

arvobowen

Is it possible to change the default text when an agent adds a note? I would like for it to use the ORIGINAL subject every time unless the agent wants to change it. Sometimes I (as an agent) can not remember what the customer's subject was so that I can retype it. If I type in a different subject an...

arvobowen

The issue is when our techs want to know open tickets of a specific user so there are no duplicates entered the system shows the link of "open tickets" using the customerid field so they are seeing open tickets for everyone who has that customerid. When you say "our techs" are y...

arvobowen

I have an event set up with the following specs... Recipient: Customer Event: ArticleCreate Queue: Tech Support Article Type: note-external Include Attachments: NO For some reason when an agent sends back a responses via email the system generates an email to send to the customer (good) and also gen...

arvobowen

That did fix it. Just had to add "" around my URL!

arvobowen

Yea tried that too before hand. :) .. One thing I did see is you can put "myURL" and it will not add a return carriage to the URL breaking it up... I'm going to create a test ticket to see the results... It does keep the URL together but not sure if the new URL will contain double quotes a...

arvobowen

I have a URL like the following... <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl?Action=AgentTicketZoom&TicketID=<OTRS_TICKET_ID> ... but for some reason when I paste that EXACT line in the Notification(event) I created, the line ends up getting split like the fol...

arvobowen

As much as I love the idea crythias, currently I was talking about the calendar module that's actually available for otrs. Did you develop that?

arvobowen

All hail crythias!

arvobowen

Is it possible to lock down a created event by chance? For example: I have 4 users... User1, User2, User3, and User4. User1 creates an event and sets the participant's to User3, and User4. (NOT User1 - that user just created the event but still would have access) I want User1, User3, and User4 to be...

arvobowen

Is there anyway to have the calendar module automatically email event participant's? Or can you somehow link an event to a ticket?

arvobowen

Now it makes perfect sense! Thanks crythias! Always right on the money

arvobowen

SWEET! That works great peter. Thanks a bunch!

arvobowen

Yea, as soon as I get just a little extra time and understand OTRS just a bit more I will.

I have a heavy workload the next couple of days. As soon as I can I'll do it with images in hopes it will help others!

arvobowen

When creating a Notification(event) I want to choose some type of event that means "When an external note is added"... A note the client can see.. Which event would that be?

arvobowen

I ended up just setting it to PLAIN authentication on my KERIO email server... Though unsecured in my mind I will revisit this issue later. I plain on looking into making sure the appropriate modules are in place on ActivePerl.

arvobowen

Just to update, I have started moving down a different path. I'm now using IIS6/Active Perl/PHP/Windows 2003 for this project. Finally got it working right, though it was an uphill battle! For those of you looking on solutions for the subject... All I had to do was uncomment some stuff in my apache ...

arvobowen

Thanks giga0069, That worked great!

arvobowen

I would like to control what agents can on see the Customer Users database and what agents will have access to actually edit them. Currently I have Agent1 set up as "rw" access to the "users" group and Agent2 set up as "ro" Agent1 can edit the users just fine... but Age...

arvobowen

- OK I have a queue called "Tech Support", the queue belongs to a group call "tech support"... - I have a Customer Company that has a CustomerID of "000TestCo" and a Company of "My Test Company" - I have a Customer User named "Test Customer 1" with a...

arvobowen

I think I might have found something useful out!!! Scowering the internet I ran across a page out of the OTRS manual... There is a setting in SysConfig you can set, in version 2.4.7. "ViewAllPossibleTickets" Ticket::Frontend::AgentTicketQueue###ViewAllPossibleTickets: Show all ro and rw qu...

arvobowen

That's where I'm getting confused.. I have the Agents set up and all of them are in the "tech support" group. Then I have the "Tech Support" queue set to the "tech support" group... In the "Users <-> Group" area for the group "tech support" I have th...

arvobowen

OK I have the following... + 4 users (agents) - "Agent1" - "Agent2" - "Agent3" - "Agent4" + 5 customers - "Customer1" - "Customer2" - "Customer3" - "Customer4" - "Customer5" + 2 customer companies - "Compa...

arvobowen

Is it possible to NOT include the clients email within an agents response? Currently I can edit the Salutation and the Signature just fine. The email looks just like I want it to with the exception of the previous email from the customer being injected in the middle.

arvobowen

LOL, thats a good point but you misunderstood what i was talking about. I have had to alter my security settings on my mail server to make OTRS work. This now means that my mail server will except NON secure PLAIN text from other users.

arvobowen

Humm... The reason I bring it up is because I set up my outgoing SMTP creds... I was using the following.. Windows 2003 - Apache 2 - FastCGI - (Mailserver - Kerio MailServer) Config Options: Framework -> Core::Sendmail SMTP /usr/sbin/sendmail -i -f (i know it's not needed unless u use sendmail) 127....

arvobowen

But that does not answer my question.

I have a bunch of files for Strawberry Perl, etc... that are for CRAM-MD5 and DIGEST-MD5...

Does otrs not support the 2?

arvobowen

Currently as far as I can see OTRS supports PLAIN AUTH and does not support any of the more secure methods such as CRAM-MD5 or DIGEST-MD5.

Is there any type of module or package that would change this? Or am I wrong and OTRS does support it?

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