- itsm - OTRS mailing lists

ITSM Note: Type is invalid! Error
by Branislav Brna 01 Feb '16

01 Feb '16

Hi, I encountered strange behavior in OTRS 5.0.5 when all of my ticket types in ticket zoom are flagged with notice *Note: Type is invalid! *Strange thing is that when I check ticket types in admin menu they all seems to be valid. I even tried to setting them invalid and then back valid, but the problem still persists. Same thing happens when I try to add completely new type. I checked DB table ticket_types and all seems fine. I also tried reinstalling whole package ITSMIncidentProblemManagement with no luck. Any idea what might be causing this? In my other install of OTRS 5.0.5 I dont have this problem. With regards Branislav Brna

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ITSM - service handling
by Branislav Brna 25 Jan '16

25 Jan '16

Hello, I am trying to implement ITSM in our OTRS install and I am having a hard time figuring right way to use Services. I already created our business service catalog of services that we provide to our customers like Internet, Wireless, VPN, VoIP etc... Right now I am trying to create technical service catalog that will mostly consists of our internal infrastructure. What I cant figure our is where to put things like problems with invoices or claims from retail customers. My understanding of ITIL tells me that these type of things should be handled as problems under exact customer service. My boss on the other hand thinks that for these type of situations should exist separate technical services like billing or customer care. Do you have any thought on how to handle this? I would be also interested in hearing how you implemented this part of service desk with OTRS. Thanks With regards Branislav Brna

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Virtual Machines (guests) in CMDB
by DHilsbos＠performair.com 15 Jan '16

15 Jan '16

All; How do you generally represent virtual machines in your CMDB; as computers with a link / dependency on the host, or as software? Thank you, Dominic L. Hilsbos, MBA, EIT, CSDA Director - Information Technology Perform Air International Inc. DHilsbos(a)PerformAir.com 300 S. Hamilton Pl. Gilbert, AZ 85233 Phone: (480) 545-2850 Fax: (480) 610-3501 www.PerformAir.com

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strange CMDB search issue with CIAttributeCollection
by Raul Orav 24 Nov '15

24 Nov '15

Hello, I upgraded just to OTRS 5.0.3. It seems that when using CIAttributeCollection then CMDB search window doesn’t work - it’s not possible to select “Additional filters”. For example when I want to search by CI name - I can’t select by name. This “+” doesn’t work. By the way - I have noticed that I can’t work without “CIAttributeCollection” - after upgrading (tried 5.0 and 5.0.1 also) CMDB doesn’t work without “ CIAttributeCollection”. If I remember correctly - the same issue was when upgraded to OTRS 4 also. If I remove “ CIAttributeCollection” then everything works, until some time or until I restart Apache2 - then I get “Internal server error”. It looks like I’m not able to remove “ CIAttributeCollection” completely. Either there is a javascript error or … Internal server error message: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, info(a)visioline.ee <mailto:info@visioline.ee> and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. > And after restarting Apache2 or after some time removing CIAttributeCollection: > > RemoteAddress: 10.199.1.1 > RequestURI: /otrs/index.pl?Action=AgentITSMConfigItem > > Traceback (10503): > Module: Kernel::System::ObjectManager::_DieWithError Line: 533 > Module: Kernel::System::ObjectManager::_ObjectBuild Line: 200 > Module: Kernel::System::ObjectManager::Get Line: 180 > Module: Kernel::System::ITSMConfigItem::XML::XMLValueLookup Line: 54 > Module: Kernel::Output::HTML::ITSMConfigItem::OverviewSmall::_XMLData2Hash Line: 567 > Module: Kernel::Output::HTML::ITSMConfigItem::OverviewSmall::Run Line: 330 > Module: Kernel::Output::HTML::Layout::ITSMConfigItem::ITSMConfigItemListShow Line: 580 > Module: Kernel::Modules::AgentITSMConfigItem::Run Line: 306 > Module: Kernel::System::Web::InterfaceAgent::Run Line: 1041 > Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 > Module: (eval) (v1.99) Line: 204 > Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 > Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 > Module: ModPerl::Registry::handler (v1.99) Line: 31 > > [Tue Nov 24 17:20:02 2015] [error] Kernel::System::ITSMConfigItem::XML::Type::CIAttachment could not be loaded: Can't locate Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm in @INC (@INC contains: /usr/Custom /usr/Kernel/cpan-lib /usr /usr/sbin/../../Custom /usr/sbin/../../Kernel/cpan-lib /usr/sbin/../.. /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.10.1 /usr/local/share/perl/5.10.1 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 . /etc/apache2) at /opt/otrs//Kernel/System/ObjectManager.pm line 191.\n at /opt/otrs//Kernel/System/ObjectManager.pm line 537\n\tKernel::System::ObjectManager::_DieWithError('Kernel::System::ObjectManager=HASH(0xf80a4d20)', 'Error', 'Kernel::System::ITSMConfigItem::XML::Type::CIAttachment could...') called at /opt/otrs//Kernel/System/ObjectManager.pm line 200\n\tKernel::System::ObjectManager::_ObjectBuild('Kernel::System::ObjectManager=HASH(0xf80a4d20)', 'Package', 'Kernel::System::ITSMConfigItem::XML::Type::CIAttachment') called at /opt/otrs//Kernel/System/ObjectManager.pm line 180\n\tKernel::System::ObjectManager::Get('Kernel::System::ObjectManager=HASH(0xf80a4d20)', 'Kernel::System::ITSMConfigItem::XML::Type::CIAttachment') called at /opt/otrs//Kernel/System/ITSMConfigItem/XML.pm line 54\n\tKernel::System::ITSMConfigItem::XML::XMLValueLookup('Kernel::System::ITSMConfigItem=HASH(0xf93f9400)', 'Item', 'HASH(0xfa015a58)', 'Value', '') called at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/OverviewSmall.pm line 567\n\tKernel::Output::HTML::ITSMConfigItem::OverviewSmall::_XMLData2Hash('Kernel::Output::HTML::ITSMConfigItem::OverviewSmall=HASH(0xf9...', 'XMLDefinition', 'ARRAY(0xfa014218)', 'XMLData', 'HASH(0xfa0342f8)') called at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/OverviewSmall.pm line 330\n\tKernel::Output::HTML::ITSMConfigItem::OverviewSmall::Run('Kernel::Output::HTML::ITSMConfigItem::OverviewSmall=HASH(0xf9...', 'ShowColumns', 'ARRAY(0xf8c524a8)', 'View', 'Small', 'Filter', 36, 'LinkPage', 'Filter=36;View=;SortBy=Number;OrderBy=Down;', ...) called at /opt/otrs//Kernel/Output/HTML/Layout/ITSMConfigItem.pm line 580\n\tKernel::Output::HTML::Layout::ITSMConfigItem::ITSMConfigItemListShow('Kernel::Output::HTML::Layout=HASH(0xf8323f38)', 'ConfigItemIDs', 'ARRAY(0xf94a3e70)', 'Total', 135, 'View', '', 'Filter', 36, ...) called at /opt/otrs//Kernel/Modules/AgentITSMConfigItem.pm line 306\n\tKernel::Modules::AgentITSMConfigItem::Run('Kernel::Modules::AgentITSMConfigItem=HASH(0xf935e258)') called at /opt/otrs//Kernel/System/Web/InterfaceAgent.pm line 1041\n\tKernel::System::Web::InterfaceAgent::Run('Kernel::System::Web::InterfaceAgent=HASH(0xf84ec030)') called at /opt/otrs/bin/cgi-bin/index.pl line 40\n\tModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler('Apache2::RequestRec=SCALAR(0xf7c7d808)') called at /usr/lib/perl5/ModPerl/RegistryCooker.pm line 204\n\teval {...} called at /usr/lib/perl5/ModPerl/RegistryCooker.pm line 204\n\tModPerl::RegistryCooker::run('ModPerl::Registry=HASH(0xf7e95570)') called at /usr/lib/perl5/ModPerl/RegistryCooker.pm line 170\n\tModPerl::RegistryCooker::default_handler('ModPerl::Registry=HASH(0xf7e95570)') called at /usr/lib/perl5/ModPerl/Registry.pm line 31\n\tModPerl::Registry::handler('ModPerl::Registry', 'Apache2::RequestRec=SCALAR(0xf7c7d808)') called at -e line 0\n\teval {...} called at -e line 0\n > > > CIAttributeColletion info: > > Kirjeldus: > (en) ITSM-CIAttributeCollection - provides additional CI-attributes. > BuildDate: > 2015-11-16 16:05:58 > BuildHost: > cvs.intra.cape-it.de <http://cvs.intra.cape-it.de/> > Framework: > 5.0.x > Litsents: > GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007 > MD5sum: > 54b008d02411d4275d6ff65571d0fc4a > ModuleRequired: > Digest::MD5 > ModuleRequired: > Encode > Nimi: > ITSM-CIAttributeCollection > PackageRequired: > ITSMConfigurationManagement > URL: > http://www.cape-it.de/ <http://www.cape-it.de/> > Tootja: > c.a.p.e. IT GmbH > Versioon: > 5.0.0 > SYSlog in OTRS: > > Tue Nov 24 17:39:09 2015 error OTRS-CGI-10 Kernel::System::ITSMConfigItem::XML::Type::CIAttachment could not be loaded: Can't locate Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm in @INC (@INC contains: /usr/Custom /usr/Kernel/cpan-lib /usr /usr/sbin/../../Custom /usr/sbin/../../Kernel/cpan-lib /usr/sbin/../.. /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.10.1 /usr/local/share/perl/5.10.1 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 . /etc/apache2) at /opt/otrs//Kernel/System/ObjectManager.pm line 191. > > Uninstall log: > Code: > $Kernel::OM->Get('var::packagesetup::ITSM_CIAttributeCollection')->CodeUninstall(); > > [Tue Nov 24 17:15:26 2015] ITSM_CIAttributeCollection.pm: Subroutine new redefined at /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm line 55. > [Tue Nov 24 17:15:26 2015] ITSM_CIAttributeCollection.pm: Subroutine CodeInstall redefined at /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm line 72. > [Tue Nov 24 17:15:26 2015] ITSM_CIAttributeCollection.pm: Subroutine CodeReinstall redefined at /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm line 92. > [Tue Nov 24 17:15:26 2015] ITSM_CIAttributeCollection.pm: Subroutine CodeUpgrade redefined at /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm line 109. > [Tue Nov 24 17:15:26 2015] ITSM_CIAttributeCollection.pm: Subroutine CodeUninstall redefined at /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm line 125. > [Tue Nov 24 17:15:27 2015] (eval 6416): utf8 "\xE4" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 538. > [Tue Nov 24 17:15:27 2015] (eval 6416): utf8 "\xF5" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 540. > [Tue Nov 24 17:15:27 2015] (eval 6416): utf8 "\xFC" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 542. > [Tue Nov 24 17:15:27 2015] (eval 6416): utf8 "\xE4" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 546. > Notice: Removed file: /opt/otrs/ITSM-CIAttributeCollection.sopm > Notice: Removed file: /opt/otrs/doc/CHANGES_ITSM-CIAttributeCollection.md > Notice: Removed file: /opt/otrs/doc/en/ITSM-CIAttributeCollection.pdf > Notice: Removed file: /opt/otrs/doc/en/USAGE_itsm-ciattributecollection.pod > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentCIClassSearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentQueueSearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentServiceSearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentAttachmentStorage.pm > Notice: Recovered: /opt/otrs/Kernel/Modules/AgentAttachmentStorage.pm.save > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentCustomerCompanySearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentCustomerUserCompanySearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentITSMCITicketSearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentSLASearch.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentCIClassSearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentQueueSearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentServiceSearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentCustomerCompanySearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentCustomerUserCompanySearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentUserSearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentITSMCITicketSearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentSLASearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutCIACCustomerCompany.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutCustomerUserCompany.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutDummyX.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutDynamicField.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutEncryptedText.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutUser.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutCIClassReference.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutQueueReference.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutServiceReference.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutTextLink.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutTicketReference.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutTypeReference.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutSLAReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/CIClassReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/QueueReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/ServiceReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/CIACCustomerCompany.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/CustomerUserCompany.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/DummyX.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/DynamicField.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/User.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/EncryptedText.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/TextLink.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/TicketReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/TypeReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/SLAReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/Event/CIClassReference_RefreshLinks.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/Event/ServiceReference_RefreshLinks.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/Event/TicketReference_RefreshLinks.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMCIAttributCollectionUtils.pm > Notice: Removed file: /opt/otrs/Kernel/System/CIAttachmentStorage/AttachmentStorage.pm > Notice: Removed file: /opt/otrs/Kernel/System/CIAttachmentStorage/AttachmentStorageFS.pm > Notice: Removed file: /opt/otrs/Kernel/System/CIAttachmentStorage/AttachmentStorageDB.pm > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.CIClassSearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.ServiceSearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.QueueSearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.CustomerCompanySearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.CustomerUserCompanySearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.UserSearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.ITSMCITicketSearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.SLASearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/ITSM.Agent.ConfigItem.Search.CIAttrColl.js > Notice: Removed file: /opt/otrs/Kernel/Config/Files/CIAttributeCollection.xml > Notice: Removed file: /opt/otrs/Kernel/Config/Files/AttachmentStorage.xml > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentAttachmentStorage.pm > Notice: Removed file: /opt/otrs/Kernel/Language/de_AttachmentStorage.pm > Notice: Removed file: /opt/otrs/Kernel/Language/de_ITSMCIAttributeCollection.pm > Notice: Removed file: /opt/otrs/var/packagesetup/ITSM_CIAttributeCollection.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorage.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageDB.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageFS.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorage.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageDB.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageFS.pm > > Installing ITSM_CIAttributeCollection: > > RemoteAddress: 10.199.1.1 > RequestURI: /otrs/index.pl > Traceback (11342): > Module: Kernel::System::Package::_Database Line: 2766 > Module: Kernel::System::Package::PackageInstall Line: 590 > Module: Kernel::Modules::AdminPackageManager::_InstallHandling Line: 1848 > Module: Kernel::Modules::AdminPackageManager::Run Line: 1235 > Module: Kernel::System::Web::InterfaceAgent::Run Line: 1041 > Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 > Module: (eval) (v1.99) Line: 204 > Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 > Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 > Module: ModPerl::Registry::handler (v1.99) Line: 31 > > Notice: ALTER TABLE attachment_dir_preferences ADD CONSTRAINT FK_attachment_dir_preferences_attachment_directory_id_id FOREIGN KEY (attachment_directory_id) REFERENCES attachment_directory (id) > Code: > $Kernel::OM->Get('var::packagesetup::ITSM_CIAttributeCollection')->CodeInstall(); > > [Tue Nov 24 18:10:18 2015] (eval 2770): utf8 "\xE4" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 538. > [Tue Nov 24 18:10:18 2015] (eval 2770): utf8 "\xF5" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 540. > [Tue Nov 24 18:10:18 2015] (eval 2770): utf8 "\xFC" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 542. > [Tue Nov 24 18:10:18 2015] (eval 2770): utf8 "\xE4" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 546.

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OTRS 3.3.9 Customer Menu
by Daniel D'Agostino 07 Jul '15

07 Jul '15

Hi, We migrated to version 3.3.9 from the 3.0.10, and inside the Customer menu it doesn´t appear the following options: Customer AdministrationCustomer Company Administration Before the migration these options were in the main menu. Any suggestions? Thanks in advance. Daniel.

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FIRA: problem setting up email
by Luis Ruben Juarez Zapatero 29 Jun '15

29 Jun '15

Dear Friends. I setup the email in the administration option. The images shows the chosen parameters. [cid:image001.jpg@01D0B24F.3FB3C190] When I test the setup, the system shows the following message: Backend ERROR: OTRS-CGI-51 Perl: 5.10.1 OS: linux Time: Mon Jun 29 16:25:52 2015 Message: IMAP: Can't connect to mail.fira.gob.mx RemoteAddress: 10.1.5.90 RequestURI: /otrs/index.pl?Action=AdminMailAccount;Subaction=Run;ID=2;ChallengeToken=MjMrzNdhIDehqu9Bzfy5tQT3ehNy2Wfj; Traceback (10497): Module: Kernel::System::MailAccount::IMAP::_Fetch Line: 143 Module: Kernel::System::MailAccount::IMAP::Fetch Line: 87 Module: Kernel::System::MailAccount::MailAccountFetch Line: 441 Module: Kernel::Modules::AdminMailAccount::Run Line: 63 Module: Kernel::System::Web::InterfaceAgent::Run Line: 989 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 41 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Regist Best Regards Luis.

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FIRA: Services doesnt appear in the "New ticket telephone"
by Luis Ruben Juarez Zapatero 29 Jun '15

29 Jun '15

Dear Friends. I created some Services an SLA. After that, I go to the "New ticket telephone" option, but none of the "Services" option appear. Do I have to configure something else? The first image shows the services created in the system [cid:image001.jpg@01D0B021.4EC30F40] The second images shows the "New ticket telephone" option, the services do not appear (see de red box in the image) [cid:image002.jpg@01D0B021.4EC30F40] Best Regards Luis.

2 3

FIRA: Survey
by Luis Ruben Juarez Zapatero 26 Jun '15

26 Jun '15

Dear Friends Is it possible to senda a survey after closing a ticket? Best regards.

2 1

ImportDataSave() example?
by joao 29 Apr '15

29 Apr '15

hello all can I find a simple perl example of using the ImportDataSave() function from the Kernel::System::ImportExport::ObjectBackend::ITSMConfigItem library? reason: I need to update some CIs from our perl scripts (is there any other way besides ImportDataSave()?) otrs version: 3.2.9 thanks João

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OTRS 3.3.9
by Daniel D'Agostino 16 Apr '15

16 Apr '15

Hi, I am using the OTRS version 3.3.9 and inside the new ticket form, when I choose a customer user, it appears the error theat is displayed in the attached file, and it does not update the customer information field. ¿Any suggestion about the error? Thanks in advance.Daniel.

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