January 2006 - otrs - OTRS mailing lists

sirios
by Maurice James 09 Jan '06

09 Jan '06

Is it possible to use the webwatcher module in OTRS without installing sirios?

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reopen ticket using agent frontend?
by Maciej Uhlig 09 Jan '06

09 Jan '06

is there a possibility to reopen (mistakenly) closed ticked using agent frontend? or I have to send mail to OTRS with ticket number to reopen it? MU

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How to show free text fields in CustomerTicketOverView ?
by Eric Veltman 09 Jan '06

09 Jan '06

Hello everyone, When a ticket is acknowledged as a bug, the ticket is entered into our SCM system ( AccuRev ) as a development task ( issue ). It may take quite some time before a bug is actually fixed, so we plan to make more status information from the SCM system available in the customer frontend. Our idea is to fill the freetext fields with additional status information. For instance a rough estimate of the bugfix release date. So now my question : How do I show free text fields in the CustomerTicketOverView ? It seems that the free text variables are not available in the .dtl template, so do I also have to change the Perl code that uses this template ? Any tips ? Best regards, Eric Veltman

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OTRS 1.3 - Manual / OTRS 2.0 - Admin Manual
by Eric Veltman 09 Jan '06

09 Jan '06

Hello everyone, When I saw the 1.3 manual, I noticed it contains a lot more information than the 2.0 manual that can be viewed on doc.otrs.org. Has the manual been split up for 2.0 and if so, where's the other part ? And if not, does most of the 1.3 manual still apply to 2.0 ? Best regards, Eric Veltman

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Flush all queues
by Danie Theron 09 Jan '06

09 Jan '06

Hi , Hope all had a great holiday! Ok , I have about 10000+ tickets in my queues , and was wondering if there are a easier/better way to remove them? I'm using the Generic Agent to close them , but it seems it can only close 200 tickets at a time? Is there a way to increase this amount , or some other way to complete clean out my Queues? I'm running OTRS 2.04 on fedora 3 , TIA Regards , Danie Theron It is common knowledge that there are three sides to the force: the light side, the dark side, and Chuck Norris. ------------------------------------------------------------------------ ---- 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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Help with POP
by shawn.beasley＠dlh.de 09 Jan '06

09 Jan '06

Is there a trick to setting up the POP retrieval email. Vielen Dank, Shawn Beasley Support - IT Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: <mailto:shawn.beasley@dlh.de> shawn.beasley(a)dlh.de Web: <http://www.cfc-callcenter.de/> http://www.cfc-callcenter.de

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eroor: Module
by Martins Smilga 09 Jan '06

09 Jan '06

Hello, What I am missing? All modules are ok. I am running Debinan testing release. usr/share/otrs/bin# ./otrs.checkModules CGI ... ok Date::Pcalc ... ok Date::Format ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok LWP::UserAgent ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... not installed! (for directory authentication - not required) Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok XML::Parser ... ok Error: Module '' not found! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-16 Perl: 5.8.7 OS: linux Time: Mon Jan 9 08:28:33 2006 Message: Module '' not found! Traceback (3418): Module: Kernel::Modules::AdminUser::Run (v1.31 ) Line: 129 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: Apache::ROOT::otrs::index_2epl::handler (v1.80) Line: 47 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149 Best Regards Martins Smilga

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Queue View - can it show the last action time?
by Peake, Jeremy 09 Jan '06

09 Jan '06

I am new to OTRS, coming over from RT. When I look at a queue in RT, it shows a list of tickets, the last time a help desk person sent a note to the ticket originator, and the last time the ticket originator sent a response back. This is handy to quickly see which tickets the user has sent a follow up to. Or if a user has responded to the help desk's request for more info. Can OTRS show this info on the Queue View screen? Thanks Jeremy

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Customer Login --- Company Tickets
by KartheeK 07 Jan '06

07 Jan '06

Hello Everybody, In the customer login, I see that "Company Tickets" is always Zero. I have two customers with the same Customer ID (lets say, each has created one ticket), implying that they are from the same company. Now if my understanding of "Company Tickets" (Company Tickets is a collection of all tickets with same customer ID) is correct then the "Company Tickets" should be populated with 2 tickets. Am I correct??? Regards KartheeK Send instant messages to your online friends http://in.messenger.yahoo.com

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OTRS 2.0.4 install & InnoDB
by Yann Richard 06 Jan '06

06 Jan '06

Hi all, I currently migrating my old OTRS 1.2.4 to OTRS 2.0.x I would like to use foreign key and so I must use InnoDB table to do that. Step by Step what I do: 1 - Create in a new database tables come from otrs-schema.mysql.sql 2 - Because there is no type in the schema I change type of all tables to InnoDB: See attached file convert-OTRS-2.0-Tables-To-InnoDB.sql to know how. 3 - I import foreign key constraints from otrs-schema-post.mysql.sql At this step I got a > *requête SQL:* > > # ---------------------------------------------------------- > # database: mysql, generated: Mon Jun 6 22:18:34 2005 > # ---------------------------------------------------------- > ALTER TABLE valid ADD FOREIGN KEY ( create_by ) REFERENCES > `system_user(id)` ; > > *MySQL answer:* > > | #1005 - Can't create table './Cri-Otrs-test/#sql-4d0b_107bfa.frm' > (errno: 150) | > I think this error is produced because of bad syntax (I used MySQL 4.1.4) So I have changed the sql file to the attached file: otrs-schema-post.mysql_good.sql To convert the file otrs-schema-post.mysql.sql I have used this shell line: cat otrs-schema-post.mysql.sql |sed 's/REFERENCES `\(.*\)(\(.*\))`/REFERENCES `\1`(`\2`)/' > otrs-schema-post.mysql_good.sql But his dont work because there is some fields where we would like declare as FOREIGN KEY without have index on it before... So I have run this: ALTER TABLE `standard_response_attachment` ADD INDEX `standard_attachment_id` ( `standard_attachment_id` ); The otrs-schema-post.mysql_good.sql return error on the line: > *requête SQL:* > > ALTER TABLE standard_response_attachment ADD FOREIGN KEY ( > standard_attachment_id ) REFERENCES `standard_attachment` ( `id` ) ; > > *MySQL a répondu:*Documentation > <http://dev.mysql.com/doc/mysql/en/error-returns.html> > > | #1005 - Can't create table './Cri-Otrs-test/#sql-4d0b_109d72.frm' > (errno: 150) | This error is because standard_attachment.id is an int(6) and standard_response_attachment.standard_attachment_id is an int(11).. I have stoped here my try to migrating with foreign key support (week end for me now :) ) and I will go drink some beer. ;) If anyone have a success story with please send me SQL file. If noone have an answer for this issue i will continue to work on it and will release SQLs files to do this.** Regards, Yann Richard.

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