November 2007 - otrs - OTRS mailing lists

Frederic Fraudeau/FR/Schneider est absent(e).
by frederic.fraudeau＠fr.schneider-electric.com 16 Nov '07

16 Nov '07

Je serai absent(e) à partir du 16/11/2007 de retour le 18/12/2007. Bonjour, Je suis actuellement en déplacement serai de retour le 18/12/07 à mon bureau. Je consulterai cependant mes mails journalièrement. Mais Pour toute question technique urgente, merci d'ouvrir un ticket OTRS à l'adresse "http://support.ilevo.com/customer" ou de de contacter le Support Technique Ilevo : +33 4 76 60 50 00 Pour toutes autres éléments, merci de contacter Alice Avila au : +33 4 76 60 54 05 Hello I'm currently out of office and I will be back on 17/12/07. However I will check my emails every day. But for all urgent technical question, please open an OTRS ticket using the following address "http://support.ilevo.com/customer" or contact the Ilevo Technical Support : +33 4 76 60 50 00 For any other request, please contact Alice Avila: +33 4 76 60 54 05

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Upgrading the FAQ module.
by Emily Flynn 16 Nov '07

16 Nov '07

Hi guys, I'm trying to upgrade our OTRS from 2.1.7 to 2.2.3. I've been following the instructions in this article: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ <http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=191> &ItemID=191 However, when I try to restore the database, it fails and I can see that it is the installed FAQ module causing problems. Is there a special way to handle the upgrade with FAQ installed? I do have some attachments in certain FAQ articles, would getting rid of these help? They'd probably still be referenced in the database anyway. I would really appreciate any suggestions, as it is imperative I get the system upgraded! Thanks Kind Regards Emily

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Address book on OTRS 2.2.4+link FAQ to Ticket
by Julien CHAMPSEIX 16 Nov '07

16 Nov '07

Hello Everybody, I have 2 request for the OTRS community : 1) I would know how it's possible to add or create an address book into OTRS ? If yes how can I enable it or create it. And what in the future OTRS will ask LDAP Address book in order to transfer some ticket or other option. 2) I would link automatically an ticket with a OTRS FAQ documentation following the Queue. Someone could say to me how do it. Best Regards, Julian.

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OTRS Installation
by Brighton Buruuru 16 Nov '07

16 Nov '07

Hi guys, I am trying to install OTRS 2.2.4 but then I am getting this error message Warning: Kernel/Config.pm isn't writable! Comment: If you want to use the installer, set the Kernel/Config.pm writable for the werserver user! Can't open /opt/otrs/Kernel/Config.pm: Permission denied Please help me solve this problem, this is my Config.pm file permissions in otrs -rwxrwxrwx 1 apache nogroup 3900 Nov 16 10:03 Config.pm Also my webserver is running as user apache in httpd.conf Regards, Brighton

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Phantom Ticket reopening
by Keith Turner 16 Nov '07

16 Nov '07

We are using otrs on a windows 2003 server version 2.0.3 and MySQL. Starting yesterday, an agent reports that every time she closes a ticket it reopens itself with the message: "The state of your ticket "20071100510000038" has been changed by "Admin OTRS" to "open". We have not change anything on the system and the agent is one of the primary long time users - Suggestions welcome Keith

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Problems with emailing from fresh install of OTRS 2.2.4
by Eric Leung 15 Nov '07

15 Nov '07

Hello We had been using OTRS 1.3.2 for a long time and decided to go to 2.2. I installed it on another Linux machine, went through the config, set up a few users, queues and answers like our 1.3.2 setup. When I open the sample ticket that comes with a fresh OTRS install and try to respond via email, I get the following: ----------------------- Software error: Unrecognised line: OTRS Feedback <feedback(a)otrs.org> at ../..//Kernel/Modules/AgentTicketCompose.pm line 587 For help, please send mail to the webmaster (webadmin(a)orgear.com) giving this error message and the time and date of the error. ------------------------ I get a similar error when just trying to create a new email ticket: -------------------------- Software error: Unrecognised line: otrs(a)orgear.com at ../..//Kernel/Output/HTML/ArticleComposeSign.pm line 54 For help, please send mail to the webmaster (webadmin(a)orgear.com) giving this error message and the time and date of the error. ---------------------------- Where could the trouble be? -- Eric

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Attachments are broken after downloads
by Sándor Fehér 15 Nov '07

15 Nov '07

Hi, I have an urgent issue. It's unable to download attachments bigger than 3 Mb. If I click on the attachment link ie show the download size as 3 Mb and downloads this as a 3 Mb instead of the original size. TicketZoom shows it's size correctly. Due to this problem I unable to access some important files. ArticleStorage backend is DB. DB is Oracle 10g. In article_attachments table show also the correct size in content_size column. Thanks a lot. Regards., Sandor -- Üdvözlettel/Kind Regards, Fehér Sándor ...Fehér Sándor... --- ....Sandor Feher.... fejlesztési vezető --- development manager Blue System Kft. --- Blue System Ltd. mailto:sfeher@bluesystem.hu http://www.bluesystem.hu [ - real men don't click - ]

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documentation for agents or admins setting up for agents?
by Ted Ernst 15 Nov '07

15 Nov '07

I have an OTRS setup, and it's working great. Very basic. I now want to add a group or a queue or something, so that certain kinds of requests can go to certain people. Where can I find documentation for how this workflow should work? The admin manual is great, but doesn't really address workflow, or why I'd make certain decisions, and doesn't help me from the agent side at all. Help? peace, ted -- http://AboutUs.org/TedErnst +1 312 371 6625

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Display message time at AgentTicketQueue
by Sándor Fehér 15 Nov '07

15 Nov '07

Hi, Is it possible to display the last time and date when a new message received to a ticket at display ticket queue screen ? I have dig the parameters but did not found anything like that. Thank you. Regards., Sandor

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Change company name and logo
by DataForce CRM 15 Nov '07

15 Nov '07

Where is the config item to change the company name in customer and faq.pl? and please explain that "do not edit Default.pm" which file should be edited? Config.pm Regards, Jim Romano GM - 817-886-0380 - Skype: DataForceCRM http://www.dataforcecrm.com Visit site for Live Demos, Screenshots, & Customer Support

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