January 2005 - otrs - OTRS mailing lists

Put ticket Print link in QueueView?
by Wes Plate 19 Oct '06

19 Oct '06

I would like to put a print link in Queueview, so that I don't have to first zoom in to a ticket in order to print it. How can this be done? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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How can I add some new internal Note Types
by Matthias Wegner 22 Jul '05

22 Jul '05

Hi OTRS Mailers, I would like to add some new Internal Note Type "Wartung". I added the new type to the "Article_type" table. But, as i understand it, i have to modify the "Default.pm" script. This is what i did: $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 2, 'note-report' => 3, 'Wartung' => 4, }; But even after this modification the drop Down Box of the "note" Form only lists "note-internal". What else is necessary ? Thank you. Matthias Wegner

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RE: [otrs] Procedure for upgrading OTRS from source?
by Peter van Beugen 01 Feb '05

01 Feb '05

OTRS upgrade 1.2.4 -> 1.3.2 RedHat 9 Backing up the MySQL data should not be a problem: you can simply copy the complete MySQL OTRS data directory including all the data (.MYD files) to another directory. You should backup you data on a daily bases: make a cron job for the mysqldump command (see http://dev.mysql.com/doc/mysql/en/mysqldump.html). It's very easy and should not be a problem. I'm not a Linux expert, but this is simple and powerful. I assume you have downloaded the new 1.3.2 OTRS RH8 rpm. 1. stop all services ("service otrs stop") 2. backup everything (I did not need the backup files at all, but you never know....) : OTRS is in /opt/otrs. Copy the complete directory structure (I did this with Midnight Commander (mc) utility) to f.i. /otrs124 3. backup MySQL data (/var/lib/mysql/otrs/*.MYD files) 4. install the new RPM (rpm -ivh --force otrsxxxxxx.rpm) I had to use --force so all the old files were rewritten, when I didn't I got a lot of error messages) 5. update the database changes with: MySQL: cat /opt/otrs/scripts/DBUpdate-to-x.y.mysql.sql | mysql -p -f -u root otrs 6. execute (from /bin !!) /opt/otrs/bin/SetPermissions.sh otrs apache apache apache apache 7. I changed in /etc/sysconfig/otrs the OTRS_DB_RUNNING=1 to =0 because on RH the mysqld check does not work properly 8. restart the services: service httpd restart service mysql start service otrs start this did the job for me :-) regards, Peter ________________________________________ Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Cobb Verzonden: zaterdag 22 januari 2005 18:25 Aan: User questions and discussions about OTRS. Onderwerp: Re: [otrs] Procedure for upgrading OTRS from source? If you could provide me with a step-by-step of what you did, I would really appreciate it. Mainly, I'm concerned with backing up the databases and converting them, as I haven't had luck with backing up mysql db's before. Peter van Beugen wrote: Already solved or do you need extra explanation? I also did an upgrade on RH9 from 1.2.4 to 1.3.2 a few months ago. Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens shar0119(a)yahoo.com Verzonden: donderdag 20 januari 2005 8:14 Aan: User questions and discussions about OTRS. Onderwerp: Re: [otrs] Procedure for upgrading OTRS from source? I think you can just download the latest RPM and update it. Chris --- Cobb <cobbjb1(a)cox.net> wrote: Can anyone help out with this? Cobb wrote: Can anyone tell me how to upgrade from OTRS 1.2 to 1.3 from source? Consider it's installed in /opt/otrs on a RH9 system. _______________________________________________ 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? => http://www.otrs.de/ __________________________________ Do you Yahoo!? The all-new My Yahoo! - What will yours do? http://my.yahoo.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/ _______________________________________________ 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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Change Management
by Brian Erdelyi 01 Feb '05

01 Feb '05

Has anyone been using OTRS for change management or non-IT related purposes? __________________________________ Do you Yahoo!? All your favorites on one personal page � Try My Yahoo! http://my.yahoo.com

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My Queues
by Alex 31 Jan '05

31 Jan '05

Hello all, Could someone explain what My Queues is? How to get tickets there? I've created new queue, email and user/group. With new queue I received emails successful. But I don't understand how to get something in my queues. Thanks for your help. -- Best regards, Alex

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RE: [otrs] config and mod_perl
by Jack Doyle 31 Jan '05

31 Jan '05

The rcotrs restart will satisfy this? -----Original Message----- From: Christian Schoepplein [mailto:chris@schoeppi.net] Sent: Monday, January 31, 2005 10:54 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] config and mod_perl Hello! On Mon, Jan 31, 2005 at 04:38:52PM +0300, Alex wrote: > Should I always restart apache if I changed config file in otrs? If you are using mod_perl, IMHO yes. -- Gruß, Christian Schoepplein <chris at schoeppi.net> Linux fuer Blinde: http://www.blinux.suse.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? => http://www.otrs.de/

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config and mod_perl
by Alex 31 Jan '05

31 Jan '05

Hello otrs, Should I always restart apache if I changed config file in otrs? Thanks. -- Best regards, Alex

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Ticket linking fails
by Gerold Gruber 31 Jan '05

31 Jan '05

Hi, we run otrs 1.2.4 on SuSE with postgres. So far so good. Today I receive error messages when trying to link Tickets. The original Ticket is A, I successfully linked B to it, and now I want to add an additional link to C. There have been similar problems in the past, which I circumvented by changing the order of the link, but this does not help this time. The error in the system reads like: ERROR: duplicate key violates unique constraint "ticket_link_ticket_id_maste_key", SQL: 'INSERT INTO ticket_link (ticket_id_master, ticket_id_slave) VALUES (1269, 1270) ' Could anybody explain me please why there is a unique constraint on the master_key (Typo? ...maste_key ). Searching the mail archives gave no match so far. Regards Gerold

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Re: otrs Digest, Vol 18, Issue 40
by Ronny 31 Jan '05

31 Jan '05

otrs-request(a)otrs.org wrote: >Send otrs mailing list submissions to > otrs(a)otrs.org > >To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs >or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > >You can reach the person managing the list at > otrs-owner(a)otrs.org > >When replying, please edit your Subject line so it is more specific >than "Re: Contents of otrs digest..." > > >Today's Topics: > > 1. Re: My Queues (Alex) > 2. Re: My Queues (Sorin BRABETE) > 3. Re: My Queues (Alex) > 4. Re: My Queues (Sorin BRABETE) > 5. New icoming email ticket - edit user? (Martin Hochreiter) > > >---------------------------------------------------------------------- > >Message: 1 >Date: Sun, 30 Jan 2005 20:08:40 +0300 >From: Alex <alexander.k(a)spymac.com> >Subject: Re: [otrs] My Queues >To: otrs(a)otrs.org >Message-ID: <324617870.20050130200840(a)spymac.com> >Content-Type: text/plain; charset=us-ascii > >Hello all, > >Saturday, January 29, 2005, 7:44:03 PM, you wrote: > > > >>> Could someone explain what My Queues is? How to get tickets there? >>> >>> >>The My Queues feature is something like your favourite queues. It enables quick >>access to all tickets of interest to you without navigating to their respective >>queue. >> >> > > > >>As an agent, you define your favourite queues in the Preferences area. There is >>a list of queues and you can select multiple queues from that list by >>ctrl-clicking on them. >> >> > > > >>After you define your favourite queues, all tickets in those queues will show up >>in "My Queues". >> >> > > Thanks for detailed info. Configured it. Now I have another problem. > I set notify user about new emails/tickets and notification send > twice. One to user and second to otrs user. Is it possible disable > sending notification to otrs? Thanks. > Have you tried under user in admin area for each agent.For example try to select agent and click change there you can disable notifications for each agent then submit.Remember I said try ;-) > > > -- *************************************************************************** / ''We can't become what we need to be by remaining what we are''\ \ ,, ,,/ ***************************************************************************

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New icoming email ticket - edit user?
by Martin Hochreiter 31 Jan '05

31 Jan '05

Hi there! How does OTRS handels an incoming email (unknown email adress). Is the email a new customer, or do I have to create a customer - where can I create a customer out of an incoming ticket? regards martin

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