August 2005 - otrs - OTRS mailing lists

Help Adding Field to Search Results
by Nick 08 Aug '05

08 Aug '05

I am having some difficulty adding an accounted time field to the search results screen in OTRS. I was able to locate the AgentTicketSearchResultShort.dtl and add the heading. I was also able to locate the table in MYSQL that contained the field. I just don't understand where those variables in the dtl file come from. It doesn't seem to directly correlate to the exact names of the fields within the tables, so I must assume that the variables the dtl file references are set elsewhere???? Any help would be appreciated. Thanks, Nick

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Strange situation in agent notification.
by Trevor Vaughan 08 Aug '05

08 Aug '05

I'm having a strange problem with the most recent OTRS and agent notifications. Basically, I have a test queue, called 'Test Queue' a user, 'Customer 1', and an agent 'Agent 1'. I have Agent 1 to be set up to recieve e-mail notifications whenever anything happens to Test Queue. Now, when Customer 1 e-mails the Test Queue e-mail 'support(a)test.test', then everything works as expected. I.e. Agent 1 gets an e-mail saying "Hi, there is mail from Customer 1". However, when I use Customer 1 to enter a ticket directly into Test Queue from the web interface, Agent 1 does not get an e-mail. I've checked over everything and I just don't see what's going on. However, the e-mail is shown to be owned by root@localhost not support(a)test.test or Agent 1. Any clues? Thanks, Trevor -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O

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Initial Setup - I am a little confused.
by Henry P Carpenter-Clawson 08 Aug '05

08 Aug '05

Hi Guys, and Girls (?), I am new to the OTRS system and so far am 'very' impressed. I do have one question that from the documentation I thought was possible but that I've not managed to duplicate yet. Chapter 2.3 of the documentation lead me to believe I could have one queue for my core product. Users would logon to the web site and create a support ticket by filling in the form. My understanding was that I could have someone look at this queue and assign the bug to a sub or component queue for a specialist to look at. What I don't want is the customers to be able to select any of the sub queue's only an agent should be able to do this. However once an agent has responded to a ticket I do want the user to be able to view and update the ticket. So far I have managed to either configure the system so that users can't see sub component queue's or have read only access to the queue's, however read only access means they can't post follow up messages. Is there a config file that I could change so that the web page that shows queue's only has the 'top level' queue in it regardless of read and write access to the sub queue's. This way I could all customers full access to the sub queue's but they wouldn't know about them until after someone has replied from a component queue. Sorry if this has a mix of the wrong terminology in it and thanks in advance. Regards. ------------------ Henry Carpenter Clawson aka 'H' Operations Manager The small print : This communication is intended solely for the addressee and is confidential. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. Although this e-mail and any attachments are believed to be free of any virus, or any other defect which might affect any computer or IT system into which they are received and opened, it is the responsibility of the recipient to ensure that they are virus free and no responsibility is accepted by Multicom Products Limited for any loss or damage arising in any way from receipt or use thereof.

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snipping ticket body
by sharif islam 08 Aug '05

08 Aug '05

Can I change the setting so that my auto response to customer don't snip the body of the ticket ? In other words I would like the entire text of the ticket included in the automated response? I think my current setting is snipping it. Thanks.

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MySQL socket error
by Danie Theron 08 Aug '05

08 Aug '05

Hi all , Ok finally got the Config.pm file setup (correctly I hope:P) , getting the following error when trying to connect to the interface: Error: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' ([..] Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Wed Aug 3 14:23:59 2005 Message: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (13) Traceback (11236): Module: Kernel::System::DB::new (v1.44) Line: 168 Module: Kernel::System::Web::InterfaceAgent::Run (v1.7) Line: 150 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 48 Module: (eval) (v1.80) Line: 202 Module: ModPerl::RegistryCooker::run (v1.80) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 The traceback is totally unfamiliar ground for me , so any help would be appreciated. Also here is a snip of my Config.pm (MySQL stuff) # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'hot'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; TIA!!! -- Regards , @-----------------------------@ | Danie Theron | | Network Administrator | | Verpakt Management Services | | email : danie(a)verpakt.com | | tel : +2711 6020117 | @-----------------------------@ If you dislike change, you're going to dislike being irrelevant even more. Only two things are infinite, the universe and human stupidity, and I'm not sure about the former. "Time is an illusion. Lunchtime double so." (Douglas Adams.) ------------------------------------------------------------------------------------------------------------------------------------------ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. 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 received this in error, please contact the sender and delete the material from any computer. ------------------------------------------------------------------------------------------------------------------------------------------

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Debian package of OTRS version 2.0.1
by Torsten Werner 07 Aug '05

07 Aug '05

Hello, there is a Debian package available now, please read https://alioth.debian.org/forum/forum.php?forum_id=1734 . Best regards, Torsten

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After upgrading to 2.0.1 from 2.0 beta 4 merging of tickets fails.
by Ken Kilgore 06 Aug '05

06 Aug '05

While testing after upgrading from 2.0 beta 4 to 2.0.1 I have found a problem. I created two tickets then tried to merge them. I get the following error: Software error: Can't call method "LockSet" on an undefined value at ../..//Kernel/System/Ticket.pm line 3720. For help, please send mail to the webmaster (webmaster@localhost <mailto:webmaster@localhost>), giving this error message and the time and date of the error. Thank you for any help, -- Ken Kilgore ---------------------------------------------- When life hands you lemons just grab the salt and pass the Tequila.

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need help rejecting messages]
by Cesar Hernandez 06 Aug '05

06 Aug '05

I have been trying to set up an auto reply for rejected messages but the documentation has not been helpful on that. I'll try to explain my problem. When i receive a ticket the first thing i do is get to the zoom view and have a quick look, but if the message has to be rejected i go to the compose answer. In the Next ticket state menu i do not get an reject option. What am i doing wrong? and how can i reject a ticket and use the auto reply i made for this messages??? Thanks

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blank warning on customer web interface
by Mike Conigliaro 05 Aug '05

05 Aug '05

on 2.0.1, when i try to create an account in the customer web interface using a non-email username, i get the following message: Warning: Comment: Please press Back and try again. is anyone else seeing this, or know how to fix it? -- Mike Conigliaro Proactive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext.17 http://www.getproactivenow.com

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'closed successful' vs 'closed unsuccessful'
by Mike Conigliaro 05 Aug '05

05 Aug '05

regarding ticket state, does anyone know the difference between 'closed successful' and 'closed unsuccessful?' -- Mike Conigliaro Proactive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext.17 http://www.getproactivenow.com

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