May 2004 - otrs - OTRS mailing lists

RE: [otrs] RE: Forwarding Error
by Thorsten Philipp 06 May '04

06 May '04

Hi Lars, this is what we experienced here too. But I didn't make the test up till now so I didn't mention my assumtption. A possible workaround is to create an answer to the ticket and not forwarding it. But this is not really a good one. Best regards Thorsten -----Original Message----- From: otrs-bounces(a)otrs.org on behalf of Lars Monsees Sent: Thu 5/6/2004 9:49 AM To: User questions and discussions about OTRS. Subject: [otrs] RE: Forwarding Error Hi Thorsten, I´ve got the same problem. I just discovered that I can forward articles as long as the text is "test". When I forward a "real" article with a lot more text I get the error. Therefore I created a test ticket and testet the forwarding with different text lengths. The text itself was just a row of "test test". To 1080 bytes forwarding works fine, with one column more (1152 bytes) it fails. This problem doesn´t exist on the otrs demo system. What could it be??? > Hi, > > when forwarding messages I get this error message at the GUI: > ----------------------------------------------------------------- > -ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Wed May 5 12:09:17 > 2004 - > -Message: Need ArticleType or ArticleTypeID! > - > -Traceback (11189): > - Module: Kernel::System::Ticket::SendArticle::SendArticle (v1.15) > Line: 58 > - Module: Kernel::Modules::AgentForward::SendEmail (v1.28) Line: 301 > - Module: Kernel::Modules::AgentForward::Run (v1.28) Line: 88 > - Module: > ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler > -(v) Line: 688 > - Module: (eval) (v1.66) Line: 187 > - Module: ModPerl::RegistryCooker::run (v1.66) Line: 187 > - Module: ModPerl::RegistryCooker::default_handler (v1.66) Line: 159 > - Module: ModPerl::Registry::handler (v1.99) Line: 16 > ------------------------------------------------------------------ > > AgentFrontend->Systemlog prints this > > ------------------------------------------------------------------ > - Thu May 6 09:08:55 2004 error OTRS-CGI-10 Need ArticleType or > ArticleTypeID! > - Thu May 6 09:08:55 2004 error OTRS-CGI-10 Unknown column 'NULLNULL' > in 'where clause', SQL: 'SELECT ts.id, ts.name, ts.valid_id, > ts.comments, ts.type_id, tst.name FROM ticket_state ts, > ticket_state_type tst WHERE ts.type_id = tst.id AND ts.id = ??' > ------------------------------------------------------------------ > > > What's the problem ? Any hints ? > > > Best regards > Thorsten Philipp _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/

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RE: Forwarding Error
by Lars Monsees 06 May '04

06 May '04

Hi Thorsten, I´ve got the same problem. I just discovered that I can forward articles as long as the text is "test". When I forward a "real" article with a lot more text I get the error. Therefore I created a test ticket and testet the forwarding with different text lengths. The text itself was just a row of "test test". To 1080 bytes forwarding works fine, with one column more (1152 bytes) it fails. This problem doesn´t exist on the otrs demo system. What could it be??? > Hi, > > when forwarding messages I get this error message at the GUI: > ----------------------------------------------------------------- > -ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Wed May 5 12:09:17 > 2004 - > -Message: Need ArticleType or ArticleTypeID! > - > -Traceback (11189): > - Module: Kernel::System::Ticket::SendArticle::SendArticle (v1.15) > Line: 58 > - Module: Kernel::Modules::AgentForward::SendEmail (v1.28) Line: 301 > - Module: Kernel::Modules::AgentForward::Run (v1.28) Line: 88 > - Module: > ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler > -(v) Line: 688 > - Module: (eval) (v1.66) Line: 187 > - Module: ModPerl::RegistryCooker::run (v1.66) Line: 187 > - Module: ModPerl::RegistryCooker::default_handler (v1.66) Line: 159 > - Module: ModPerl::Registry::handler (v1.99) Line: 16 > ------------------------------------------------------------------ > > AgentFrontend->Systemlog prints this > > ------------------------------------------------------------------ > - Thu May 6 09:08:55 2004 error OTRS-CGI-10 Need ArticleType or > ArticleTypeID! > - Thu May 6 09:08:55 2004 error OTRS-CGI-10 Unknown column 'NULLNULL' > in 'where clause', SQL: 'SELECT ts.id, ts.name, ts.valid_id, > ts.comments, ts.type_id, tst.name FROM ticket_state ts, > ticket_state_type tst WHERE ts.type_id = tst.id AND ts.id = ??' > ------------------------------------------------------------------ > > > What's the problem ? Any hints ? > > > Best regards > Thorsten Philipp

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RE: [otrs] Modify otrs
by Lars Monsees 06 May '04

06 May '04

> thanks you > > already add the attribute, but now i wish see the attribute in the > result of the a serch how i can to do this, by this i need the > documentation of the lenguage > Please tell a little bit more. What did you exactly do to this point? Which language do you mean? > Thanks you > > > Mensaje citado por Lars Monsees <l.monsees(a)atlantisgmbh.de>: > >> Hello Leonardo >> >>> Hi list >>> >>> i wish to modify the database add a data in one table >>> it already modifies the table, But i not like modify the interfaz >>> for >> >> Do you want to change the CustomerUser mapping (have a look at >> http://doc.otrs.org/1.2/en/html/customer-user-backend.html#AEN767)? >> >> >>> add the information to the table, i whish to know the lenguage >>> please they can to send to me some information or links >> >> The language otrs was written in is Perl - but I guess you mean >> something different... >> >> >>> >>> Thanks you. >>> >>> Leonardo Amezquita >>> Tecnico de Operaciones >>> Ubiquando Ltda >>> >>> _______________________________________________ >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> Support oder Consulting für Ihr OTRS System? >>> => http://www.otrs.de/ >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> Support oder Consulting für Ihr OTRS System? >> > > > Leonardo Amezquita > Tecnico de Operaciones > Ubiquando Ltda > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/

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Forwarding Error
by Thorsten Philipp 06 May '04

06 May '04

Hi, when forwarding messages I get this error message at the GUI: ----------------------------------------------------------------- -ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Wed May 5 12:09:17 2004 - -Message: Need ArticleType or ArticleTypeID! - -Traceback (11189): - Module: Kernel::System::Ticket::SendArticle::SendArticle (v1.15) Line: 58 - Module: Kernel::Modules::AgentForward::SendEmail (v1.28) Line: 301 - Module: Kernel::Modules::AgentForward::Run (v1.28) Line: 88 - Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler -(v) Line: 688 - Module: (eval) (v1.66) Line: 187 - Module: ModPerl::RegistryCooker::run (v1.66) Line: 187 - Module: ModPerl::RegistryCooker::default_handler (v1.66) Line: 159 - Module: ModPerl::Registry::handler (v1.99) Line: 16 ------------------------------------------------------------------ AgentFrontend->Systemlog prints this ------------------------------------------------------------------ - Thu May 6 09:08:55 2004 error OTRS-CGI-10 Need ArticleType or ArticleTypeID! - Thu May 6 09:08:55 2004 error OTRS-CGI-10 Unknown column 'NULLNULL' in 'where clause', SQL: 'SELECT ts.id, ts.name, ts.valid_id, ts.comments, ts.type_id, tst.name FROM ticket_state ts, ticket_state_type tst WHERE ts.type_id = tst.id AND ts.id = ??' ------------------------------------------------------------------ What's the problem ? Any hints ? Best regards Thorsten Philipp

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RE: [otrs] Modify otrs
by Lars Monsees 05 May '04

05 May '04

Hello Leonardo > Hi list > > i wish to modify the database add a data in one table > it already modifies the table, But i not like modify the interfaz for Do you want to change the CustomerUser mapping (have a look at http://doc.otrs.org/1.2/en/html/customer-user-backend.html#AEN767)? > add the information to the table, i whish to know the lenguage please > they can to send to me some information or links The language otrs was written in is Perl - but I guess you mean something different... > > Thanks you. > > Leonardo Amezquita > Tecnico de Operaciones > Ubiquando Ltda > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/

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Re: [otrs] Is it possible to re-open closed tickets
by unbekennt X 05 May '04

05 May '04

Jorick, Another 2c ;) I would recommend that you do *not* rely on autoclose - since this will mess up any ability later to measure your resolution time statistics accurately. It is better IMO, to take the "risk" of closing too soon and having a reopening that points at quality problems than not having the ability to measure resolution time. Matthew >From: Jorick Astrego <j.astrego(a)qualityonline.com> >Reply-To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >To: otrs(a)otrs.org >Subject: Re: [otrs] Is it possible to re-open closed tickets >Date: Wed, 5 May 2004 18:10:52 +0200 > > >> We have some tickets that were closed but after a couple of days > >> there some issues came up. I would like to re-open the tickets and > >> finish them correctly. > >> > > > >Do you mean that the customer sent further mails or do you just want to >add something? > >In the second case I would suggest you to search the tickets via the >utilities page. > >Then you can lock the tickets and add a note. > > > >Lars > >Well adding notes would be a partial solution, but we need to keep track >of the status again when the issue doesn't appear to be resolved.... The >2c from Mattew in a message later makes me wonder if we really want to >re-open the tickets. I think I better instruct everyone not to close >tickets to soon but put them on auto close and open a new ticket for a >problem that isn't fixed afterall. They just have to put in a reference to >the older ticket IMO. > >Regards, > >Jorick Astrego >IBM Certified System Administrator - Lotus Notes and Domino > >Quality On-Line® >Hengelosestraat 501 >P.O. Box 1414 >NL-7500 BK Enschede >the Netherlands >Phone +31 53 4809090 >Fax +31 53 4342040 >Internet http://www.qualityonline.com >_______________________________________________ >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >Support oder Consulting für Ihr OTRS System? >=> http://www.otrs.de/ _________________________________________________________________ Block pop-up ads in a jiffy - get MSN Toolbar! http://toolbar.msn.co.za?DI=1054&XAPID=2083

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RE: [otrs] Ticket replies: Doesn't work as I thought
by Tyler Hepworth 05 May '04

05 May '04

> -----Original Message----- > From: Duarte Cordeiro [mailto:duarte.cordeiro@cm-lisboa.pt] > Sent: Wednesday, May 05, 2004 5:26 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Ticket replies: Doesn't work as I thought > > > > > > > > > > Hi, > > > > > > Sometimes we want to get more information from our users. We hit > > > reply, and they receive a email with: > > > Assunto: [TN#: 10535] Re: ....... > > > > > > This is fine, but later, the user replies to this ticket, > and a new > > > one is created: > > > Assunto:RE: [TN#: 10535] Re: ... > > > The message subject is identical, only with a Re: before. > but a new > > > ticket is created (in this example, #10546) > > > > > > What am I doing wrong ? > > > > > > > Check the queue settings in the admin-area. > > What is 'Follow up option' set to? > > > Follow up Option: possible > POP3 Account is trusted and dispatches to a specific queue ( > don't know if its relevant or not) Have you messed with the ticket number generation scheme at all? I didn't like the large ticket numbers generated by any of the default options, so I created my own scheme. After that, the tickets had the same problem you describe. I had to go back to using of of the defaults. Hth, Tyler

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Re: [otrs] Is it possible to re-open closed tickets
by Jorick Astrego 05 May '04

05 May '04

>> We have some tickets that were closed but after a couple of days >> there some issues came up. I would like to re-open the tickets and >> finish them correctly. >> > >Do you mean that the customer sent further mails or do you just want to add something? >In the second case I would suggest you to search the tickets via the utilities page. >Then you can lock the tickets and add a note. > >Lars Well adding notes would be a partial solution, but we need to keep track of the status again when the issue doesn't appear to be resolved.... The 2c from Mattew in a message later makes me wonder if we really want to re-open the tickets. I think I better instruct everyone not to close tickets to soon but put them on auto close and open a new ticket for a problem that isn't fixed afterall. They just have to put in a reference to the older ticket IMO. Regards, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino Quality On-Line® Hengelosestraat 501 P.O. Box 1414 NL-7500 BK Enschede the Netherlands Phone +31 53 4809090 Fax +31 53 4342040 Internet http://www.qualityonline.com

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RE: [otrs] New OTRS user Question.
by Lars Monsees 05 May '04

05 May '04

> I have just setup a new OTRS system and created a Queue. When I go > into the customer interface they have a pull down showing all the > Queues including Junk, admin etc. How can I force them to a single > queue? > Add your queues in Kernel/Config.pm # CustomerPanelOwnSelection # (If this is in use, "just this selection is valid" for the CustomMessage.) $Self->{CustomerPanelOwnSelection} = { # # QueueID => String > Thanks. > > Michael Lough > Tech Support Engineer > Acopia Networks > www.acopia.com > > > > DISCLAIMER: The information contained in this e-mail is confidential > and is intended solely for the review of the named addressee, and in > conjunction with specific Acopia Networks business. Any review, > retransmission, dissemination or other use of, or taking of any > action in reliance upon, this information by persons or entities > other than the intended recipient is prohibited. If you are unable to > treat this information accordingly, or are not the intended > recipient, please notify us immediately by returning the e-mail to > the originator.

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New OTRS user Question.
by Michael D. Lough 05 May '04

05 May '04

I have just setup a new OTRS system and created a Queue. When I go into the customer interface they have a pull down showing all the Queues including Junk, admin etc. How can I force them to a single queue? Thanks. Michael Lough Tech Support Engineer Acopia Networks www.acopia.com -------------------------------------------------------- DISCLAIMER: The information contained in this e-mail is confidential and is intended solely for the review of the named addressee, and in conjunction with specific Acopia Networks business. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you are unable to treat this information accordingly, or are not the intended recipient, please notify us immediately by returning the e-mail to the originator.

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