October 2015 - dev - OTRS mailing lists

Missing strings from translation files
by Úr Balázs 24 Nov '15

24 Nov '15

Hi, There are some missing strings in the translation file. For example from the file: Kernel/Output/HTML/Templates/Standard/Statistics/GeneralSpecificationsWidget.tt This string is not in the .po or in the .pm file: "Generate an additional row containing sums for all data columns." But it is marked as translatable at line 98: [% Translate('Generate an additional row containing sums for all data columns.') | html %] All of the strings, that are marked for translation in the file GeneralSpecificationsWidget.tt is missing from the language file. Can you look after why? Regards, Balázs

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New Module doesn't work
by Josef1 Penzkofer 29 Oct '15

29 Oct '15

Hi Developer Community, I'm testing OTRS 4.0.10. I tried to do the same as in our Productivity-System; Version: OTRS 3.2.14. (And here it works) Here I copied the Action "AgentTicketPhone" to "AgentQuickticket". Therefore I copied and modified: * Part of Ticket.xml to register a new item in the menubar called "Quick-Tickets" (Schnell.xml; /Kernel/Config/Files) * Parts of Ticket.xml to register the mask in SysConfig QuickticketMasken.xml * Parts of Ticket.xml to configurate the mask in SysConfig QuickticketMaskeConf.xml * AgentTicketPhone.pm -> AgentQuickticketMaske.pm (directory: /Custom/Kernel/Modules) To provide the functionality to create a Quick-ticket. * AgentTicketPhone.tt -> AgentQuickticket.tt (directory: /Custom/Kernel/Output/HTML/Standard) All this works - if I call the function to create a Quick-Ticket, the mask appears. But clicking on button "Create" nothing else happens. I don't get a appropriate message in a logfile, neither the OTRS-Logfile nor the Apache-Logfile. Must I register the new module anywhere else? Isn't it possible in Version OTRS 4 to copy and modify a existing module? Thanks in advance. Sepp

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POP3S Authentication with Apple OpenDirectory
by Soragan Ong 27 Oct '15

27 Oct '15

Hi All, We have a mail server running on latest OS X. It does not accept plain text authentication. I have been trying to configure POP3S on OTRS 4 & 5 without success. The OS X Server keep receiving PLAIN method request from OTRS. Perl module Net::POP3S and DIGEST::MD5 are installed. The server is running CentOS7. Below is the error message returned by OTRS. Backend ERROR: OTRS-CGI-10 Perl: 5.16.3 OS: linux Time: Tue Oct 27 12:49:09 2015 Message: POP3S: Auth for user xxxxuser/xxxxxxhost failed! RemoteAddress: x.x.x.x RequestURI: /otrs/index.pl?Action=AdminMailAccount;Subaction=Run;ID=1;ChallengeToken=xxxrandomtokenxxxx; Traceback (2170): Module: Kernel::System::MailAccount::POP3::Fetch Line: 144 Module: Kernel::System::MailAccount::MailAccountFetch Line: 440 Module: Kernel::Modules::AdminMailAccount::Run Line: 54 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1036 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 Module: (eval) (v1.99) Line: 207 Module: ModPerl::RegistryCooker::run (v1.99) Line: 207 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173 Module: ModPerl::Registry::handler (v1.99) Line: 32 Is there any extra configuration that i need to do other than choosing POP3S in the dropdown list when adding POP account? Best Regards Soragan

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How can OTRS ITSM3.3.7 get the customer Grading for the tickets?
by 魏峰 26 Oct '15

26 Oct '15

Dear Professors: I wanna ask for idea that: what can I do to the OTRS ITSM 3.3.7 to set the customer Grading for the tickets when we close them? We want to get the grade as the reference of the IT Service KPI index. So, does anyone have the idea, please? TKS a lot! BRS Walson Way

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Feature request: Answer button for all articles on the customer interface
by Úr Balázs 15 Oct '15

15 Oct '15

Hi, One of our customer has a feature request: Now on the customer interface only the last article can a customer user answer. If an agent send a message, and then the same or another agent sent another message, the customer user can answer only the last one. Because only one answer button is at the bottom of the page. Therefore the agents do not know, which article is answered by the customer user. So it would be great, if not only one answer button would be at the bottom of the page, but it would be answer buttons at the bottom of each articles. Affected files: Kernel/Output/HTML/Standard/CustomerTicketZoom.tt Kernel/Modules/CustomerTicketZoom.pm Can you implement this feature? Regards, Balázs Úr OTRS Solutions http://otrs-megoldasok.hu/

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Microsoft DynamicsNav and OTRS
by Robin Klussmann 01 Oct '15

01 Oct '15

Hello, We are planning to change our customer support system and are looking forward to get a ticket system. But our decision is depending on how much information we can get from our current system Microsoft DynamicsNav (latest update) into the system. First we want to get basic customer data like email, phone number and address from Nav. Secondly but more important are the customer support contracts. So when a customer writes a ticket, we want so see which of our devices they are using and which support contract is enclosed. All of this information is currently stored in DynamicsNav. Is it possible to connect DynamicsNav with OTRS and how am I able to do this? Best regards ( http://dict.leo.org/ende/index_en.html#/search=regards&searchLoc=0&resultOr…) , Robin Klussmann

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