December 2007 - otrs - OTRS mailing lists

Send notification (add new events)
by Gustavo Azambuja 04 Dec '07

04 Dec '07

Hi, its possivle send notification when one ticket is closed?? if not, where this actions is defined, i can developed that (with some help of you guys) -- Saludos, Gustavo Azambuja - Linux User: 275813 http://gazambuja.ideas3.com

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Re: [otrs] 2.2.3 updrade to 2.2.4
by Rob Cas 04 Dec '07

04 Dec '07

Hi, Not that this helps answer Steve's question, but I'd love to see more thorough upgrading instructions. The UPGRADING file is often quite confusing and improvements in the following areas would make life easier for those of us using the tarballs. I've recently upgraded from 2.0.4 to 2.2.4 and it was an 'interesting' experience (as it was the previous time too). In the end, it turned out OK, but more detailed and clearly up-to-date upgrading documentation would have made it smoother. The following is meant to be constructive feedback on parts of the UPGRADING file: > These instructions are for people upgrading OTRS from "2.1" to "2.2". As Steve has just pointed out, the version numbers are out of date, and while the instructions might still be accurate for the latest version, it's not clear to those not in the know whether this file has been reviewed recently for accuracy against the current release of OTRS. > *) Install the new release (tar or RPM) As Steve has just pointed out, it's not clear which of the following you should do: - do you simply untar over the old installation? - do you untar into a new location? And then what? How do you integrate the non-database items backed up in the step "*) Backup everything (database, Kernel/Config.pm, Kernel/Config/ GenericAgent.pm, var/*)" ? Can these files safely be copied into the new location, do they need to be manually merged? What keys have changed in the .pm files? What keys need to be migrated/set in the Admin's SysConfig panel? etc - do you follow the entire INSTALL, INSTALL.webserver document? If not, which parts are relevant for an upgrade? eg. What perl modules need to be upgraded since the last OTRS installation? What httpd.conf changes need to be made since the last OTRS installation? etc. > *) Log in as 'root@localhost' and select Admin -> SysConfig to make sure that OTRS updates the configuration files. When you do this, does OTRS run some special upgrade process? Or does this mean that you should manually check all the configuration settings from your old installation to make sure they have been upgraded? It would be good if OTRS displayed a report (or produced a log file) of which settings it had migrated so that you knew specifically which ones to check... Regards, Rob. BTW to the OTRS folks - thanks for making your product freely available. We've found it to be reliable and does the job well. Good stuff! >*) Update the database changes with: This sounds good, but many posts on this list indicate that you need to run all the DBUpdate scripts from the intermediate installers between your existing installation and the new one. What is _really_ recommended? (I'd be able to trust the UPGRADING file itself if it were visibly up to date ie. reviewed and updated with latest version information). > Don't worry about the error messages, you can update all previous version How does the ignorant user distinguish between genuine error messages that should not be ignored, and those are are 'normal'? It would be great if the script ran error free... -- Bluefish Technologies Pty Ltd http://www.bluefish444.com 17b Market Street, South Melbourne Victoria, Australia, 3205 Phone +61 (3) 9682 9477 Fax +61 (3) 9682 9466 This email is confidential and privileged. Only the intended recipient may access or use it. If you are not the intended recipient, please delete this email and notify us promptly. We use virus scanning software but exclude all liability for viruses or similar in any attachment.

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notifications + sendmail_bcc
by Mike Lykov 04 Dec '07

04 Dec '07

Hi all. We install OTRS instead of simple email ping-pong inside company, but we want to archive our activity in email also. if I reply to customer in OTRS, my coworker want to reveive copy of that answer to email. therefore i set sendmail_bcc address in configuration, and all outgoing letters sent to special alias (from this alias emails sent to archive and all concerned people) BUT! if any of us turn on any notification in our preferences, notifications sent to him AND to that special alias, and to all through it. All receivers from alias want to receive only real answers, made by humans, and do not want to receive notifications from robot, not addressed to them. can I configure OTRS for this situation - notificatios to one who want it and only real answers to sendmail_bcc address? May be anybody have a self-made patch for this behavior? Mike system administrator

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CustomerTicketZoom.pl (again)
by Tahar 04 Dec '07

04 Dec '07

Hello, I'm still having problem with retreiving initial ticket subject on customer ticket zoom, I tried to modify variables on the source file but I think that the subject isn't kept on memory when viewing details because when I modify with for exemple QData"{"Subject"}" by QData"{"TicketID"}", or QData"{"ArticleID"}" I can see the value on the subject box. Does any body fixed that prolem and can help me ? Here is the portion of code I modified, it works with ArticleID for exemple or other variable but not with the subject one even if I change Subject by Article::Subject <input type="hidden" name="FormID" value="$QData{"FormID"}"> <table border="0" width="100%"> <tr> <td class="contentkey" width="15%">$Text{"Subject"}:</td> <td class="contentvalue" width="85%"> <input type="text" name="Subject" value="$QData{"Article::subject"}" size="70"> </td> </tr> Thank you for help

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Reset the root password.
by Steve Clark 04 Dec '07

04 Dec '07

Hello List, I have changed the default root@localhost password on otrs, when I installed it a couple of weeks ago for out tech support group to evaluate, and now can't get logged in. Is there a way to reset this. I feel pretty dumb about not keeping track of this. Thanks in advance. Steve

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Broken item in the Navbar
by Phil Morris 03 Dec '07

03 Dec '07

At some point during our life of OTRS, we seem to have gained an Item into our navbar with no description etc. It appears between the 'Logout' and 'Preferences' items, and is just a broken image with an ALT tag full of junk code. Looking at the page source, there is an unterminated string constant in the html, resulting in a lot of perl markup being dumped into the ALT tag. I've traced this into the .dtl and I can see the Item block code which is responsible, but I've trawled through our config files and I cannot find a navbar entry that has null descriptions/names. Has anyone else seen this, or can provide any insight on how to debug the system to find out an entry in the config which is feeding this item? many thanks

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mobile devices
by Andrew Meyer 03 Dec '07

03 Dec '07

Is OTRS capable of being formatted for a Mobile device such as a Palm, blackberry, or windows mobile device? Andrew Meyer Unix Systems Analyst 314-787-0681 x39 314-565-0868

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Mail Escalation time problem
by Virender sharma 03 Dec '07

03 Dec '07

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Mail Escalation time problem
by Virender sharma 03 Dec '07

03 Dec '07

Dear Members, I am facing problem in escalation time in otrs. Escalation time disturb automatically, suddenly once with in a week. Like i set escalation time = 18 Hrs. suddenly it shows 14 hrs.

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How is FAQ used? FAQ help suggestions
by DataForce CRM 02 Dec '07

02 Dec '07

I would like to add FAQs but I can not see how to do this in otrs or in the faq.pl site. How can I promote a ticket answer to faq? how are you fellas using FAQ? 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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