November 2005 - otrs - OTRS mailing lists

Difficulties getting FileManager to work
by Tracy Drummond 03 Nov '05

03 Nov '05

I installed the Package FileManager and am receiving errors. I deinstalled and reinstalled but still cannot make it work. When I select FileManager I receive Server error! The server encountered an internal error and was unable to complete your request. Error message: panic: malloc at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/File/Glob.pm line 122, <PRODUCT> line 4. Here is the .pm file more FileManager.pm # module reg and nav bar $Self->{'Frontend::Module'}->{'AgentFileManager'} = { Description => 'Web File Manager', NavBarName => 'FileManager', NavBar => [ { Description => 'A web file manager', Name => 'FileManager', Type => 'Menu', Block => 'ItemArea', Image => 'folder_green.png', Link => 'Action=AgentFileManager', NavBar => 'FileManager', Prio => 8100, AccessKey => 'f', }, ], }; # browse/download root directory $Self->{"FileManager::Root"} = '/home/'; # trash directory $Self->{"FileManager::Trash"} = $Self->{"FileManager::Root"}."/Trash/"; # permission config (default is rw all for users)! $Self->{"FileManager::ReadAccessMap"} = { # '/Trash' => 'admin', # '/export' => 'users', # '/' => 'users', # '/0147497380' => 'users', }; $Self->{"FileManager::DeleteAccessMap"} = { '/Trash' => 'admin', # '/mmm1' => 'users2', # '/' => 'users', # '/0147497380/' => 'users', }; $Self->{"FileManager::CreateAccessMap"} = { '/Trash' => 'admin', # '/' => 'users', # '/mmm1' => 'users2', # '/0147497380/' => 'users' };

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Select all check box of ticket
by Stefano Ruberti 03 Nov '05

03 Nov '05

Hello all, Is it possible, while listing a ticket by page, to select all check-box for all ticket in the current page to apply for example a bulk operation ? That will help the user while we will move a group of ticket from one queue to another. Thanks for your help !

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How can we set more specific reminder/escalation dates at the team level?
by Varsani, Rajendrakumar (PSD) 03 Nov '05

03 Nov '05

Hello useful folks! We have four sections in our IT group and we've set three queues up for each section; 1 Day, 1 Week and 1 month with appropriate escalation times of 22 hours, 6 days and 21 days. However, many of our queries fall within 1 week to 1 month and if we put then in the 1 week queue, we'll get an early escalation. If we put them in the 1 month queue, we'll miss the escalation reminder. I don't mind items being in the 1 week queue and my team getting an early reminder but other Team Leaders do mind. Other than creating more queues, how else can reminders be set at the TEAM level; not the personal level; to deal with more specific time periods? The 'Pending Reminder' only seems to work for individuals who have the ticket locked. We're running OTRS 1.2.3 Any help appreciated. Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes.

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a few questions on how to introduce new (or use existing) OTRS features
by J.M.Roth 02 Nov '05

02 Nov '05

Hi there, a few questions on how to introduce new (or use existing) OTRS features most effectively: I would like to introduce some new attributes to tickets. Like (in addition to priority) a classification ("small problem"/"project"/ ...) etc. One idea would be to use free fields for that. How to introduce them in the customer interface? Is it planned (or possible) to introduce the calendar as some kind of bulletin board into the customer interface? Like that we could f.e. schedule maintenance for 2PM tomorrow and it would show up in the customer panel, just like in the admin panel at the top. If I get a notification because I am the agent assigned to a ticket, can I reply to the ticket via email? I tried responding to the notification, the ticket however only got a new message from me and thought I was an external customer. Is that only possible by setting an X-OTRS-... email header? If I search for the customer "*" in customer user management in the administration area, lots of customers get displayed but not all of them. I don't see why some get displayed and others not. I have a database with about 1000 users, of which only 200 get displayed in the wildcard search. Anyway, what does the customer search look for. Sometimes it matches the (beginning of the) email address, sometimes also a first name...!? Last but not least, how can I put 2 tickets together, in case a new ticket was created for some reason where an additional message to an existing ticket would've been enough. Regards, ~jm

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Re: [otrs] Lite theme missing files/images?
by Jason Turner 02 Nov '05

02 Nov '05

Thanks for the response, Wes. And the link into the list archive with your earlier submission. I see that led to a bug report. My question goes a bit beyond just missing graphics though. More importantly, there seem to be missing template files from the .../otrs/Kernel/Output/HTML/Lite directory that comes with the distribution. If you select the Lite theme in your preferences, certain pages like the AgentPreferences page will disappear(because the Lite directory doesn't have that template). I can probably just copy any missing templates from the Standard directory but I post this back to the list both for confirmation of my thinking and(lacking that) as more search material for the next person that comes down this path! BTW, demo.otrs.org seems to have a working Lite theme(including the AgentPreferences page). That's why I have some doubts about my understanding here... -- jt TEN Technology From: Wes Plate <wes(a)automaticduck.com> Subject: Re: [otrs] Lite theme missing files/images? To: 'User questions and discussions about OTRS.org' <otrs(a)otrs.org> Message-ID: <20051102043327.BC06C2E8003(a)smapp00.siteprotect.com> Content-Type: text/plain; charset="iso-8859-1" When I asked this question over the summer the answer basically came back "It is lite, so no graphics" http://lists.otrs.org/pipermail/otrs/2005-June/008130.html But then why the image links?! :-) -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com ------------------------------

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does an ordinary mail sender become a customer?
by Maciej Uhlig 02 Nov '05

02 Nov '05

last days I've read docs about otrs and still I'm in a doubt. - is an ordinary user (mail sender) able to send mail to otrs? sure he/she is. - does the mail get then a ticket number automatically (is the ticket automatically created)? - if yes, how is it possible, while all needed user data may not be available to create ticket? sure CustomerID & CustomerUser are available by default, but what about customer password? - if no, who does the ticket creation (on behalf on a user)? an agent does? - so, does everybody who sends mail to otrs become a customer? this may be already obvious for an otrs user, but for me it's quite unclear. please explain the logic behind this... maybe a block diagram of a system logic does exist somewhere? Best regards, MU

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Adding a column in search result page
by pas.de.quoi＠voila.fr 02 Nov '05

02 Nov '05

Hello, I have used OTRS 1.3.2 on a redhat 8.0 for months when a search is performed the result page lokks like Ticket# Age From/Subject State Queue Owner CustomerID I would like to add a column after Age to get the creation's date. No problem to set the title in the array but I can't get the data. I've even tried to duplicate (copy/paste) the line code that bring the Age and it isn't working : The first "Age" column is well filled, the second one is filled with a 0. Could you tell me how to do. Is there a parameter option to put in the Config.pm or somewhere else ? Should I change a line code ? in witch file ? Thanks for the reply. OTRS is became so usefull to our company that I wish to improve it and is functionnality My team ask for the "creation date" to work properly, so ... Thanks Antoine > > P.S. I 'm french so there may be several mistakes .... > >

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Next ticket state for Forward in 2.0.3
by Jim Wight 02 Nov '05

02 Nov '05

Is it possible to change the default next ticket state for Forward in 2.0.3? If so, how? I expected Ticket -> Frontend::Agent::Ticket::ViewForward would be the place, but no such luck. All you can do there is set the possible types. And it's not as if the first (or last) type listed is taken as the default. I've tried switching 'open' and 'closed' but the next states menu still comes up with the same (alphabetical) order: closed successful, closed unsuccessful and open. Jim

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Problems with PostMasterPOP3.pl
by Dean Baldwin 02 Nov '05

02 Nov '05

Hi, I seem to have found a problem with PostMasterPOP3.pl. I have noticed recently that this script does not appear to check the SQL database is actually up before reading mail from a POP3 account. We had a situation recently where our SQL server was down for maintenance. OTRS will still running on another server and was still happily reading mail from a POP3 account. What I had noticed is that although the mail was read and removed from the POP3 account, the database was down and therefore no tickets were created and those messages were lost. Wouldn't it be a better idea for this script to check whether the SQL server is up before trying to pick up mail? Regards, Dean

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RE: New OTRS User - Where to start
by Keith Turner 02 Nov '05

02 Nov '05

Eric wrote: The version 2 manual isn't corrupt, I downloaded and printed it a couple of days ago, I guess yours got corrupted during the downloading process... You should try again, or if you want I can sent it to you by email... Yours, Eric Keith replies: Thanks - I get it just fine from home, Acrobat Reader 6 (M$2000). Two different machines I tried at our office, both with Adobe Reader 7.0 failed (M$XP and 2000) failed to open it, both with Firefox and IE. Also I noticed that none of the screen shots in the online version were downloading at the office (coming in as broken images), even if I tried to directly access them (ie http://doc.otrs.org/2.0/en/html/screenshots/homepage-otrs.png) We are firewalled, but have not had any problem with images unless a referrer is needed. Perhaps this is the problem. I've downloaded the manual here at home and put it where I can get it at work tomorrow. We're having some trouble getting the SMTP/Mail working (Server 2003) and may ask some questions about that tomorrow as well. Thanks again Eric. Keith

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