March 2007 - otrs - OTRS mailing lists

Otrs 2.04: Adding field to Ticket
by Steve Kennedy-Williams 27 Mar '07

27 Mar '07

I've been testing OTRS for a few weeks now. Great code, but one major question that I missed in the docs. How can I had a field to the default ticket? Just a simple text field for Company Serial Number. Thanks, Steve Kennedy-Williams

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UTF-8 problems
by Tom 27 Mar '07

27 Mar '07

Help needed. I try to set OTRS 2.0.4 in UTF-8. I have set UTF-8 for DefaultCharset . When I set LogModule: to SysLog and LogModule::SysLog::Charset: to UTF-8 there is problem to fetch emails with popMasterpop3.pl : Can't create PID PostMasterPOP3, because it's already running and after popMasterpop3.pl -f 1 : Wide character in syswrite at /usr/lib/perl/5.8/Sys/Syslog.pm line 765 When I set LogModule: to File emails are fetched but afterthat there is incoming next email: Cron <otrs@blue> test -x $HOME/bin/PostMasterPOP3.pl && $HOME/bin/PostMasterPOP[..] Wide character in print at /usr/share/otrs/Kernel/System/Log/File.pm line 60. Above situations tested when sending, to account form which OTRS is fetching emails, emails with special chars in subject and body, for example polish chars like ŻŹĆŃŁĄŚÓżźćńłąśęół. Besides when sending emails with such characters like above or reciving such emails, in system log avaible at OTRS web , this characters when wrote in subjcet are not readable and log at web looks like this: New Ticket [20070327117/Fw: ÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂ»ÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂ¹ÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂ¼ÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂº] created (TicketID=209,Queue=Postmaster,Priority=3 normal,State=new) Similar it looks subject in Outlook Express (unreadable) but in window where is list of emails subject there is ok but in main email windows subject is unreadable. Body is readable. What user can do about it? Switch to other encoding then UTF-8 in log encoding ? End of transmission

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POP3 and SSL (idea)
by Miguel Angel Bayona Pérez 27 Mar '07

27 Mar '07

Hi Torsten, When trying to install (using the package installer) you very interesting package (it definitly should be in next OTRS version!!) in 2.1.5 in debian+php 5.1.x, I get the following error: Software error: Can't use an undefined value as a HASH reference at ../..//Kernel/System/Package.pm line 1426, <fh00001PostmasterMailAccount_0.0.8.zip> line 77. Any idea why or what iI´m doing wrong? Regards, Miguel -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Miguel Angel Bayona Pérez schrieb: >/ It seems that more and more, POP3 e-mail access is done via SSL (i.e. />/ gmail). Current implementation in OTRS (i.e. PostMasterPOP3.pl) is done />/ via Net::POP3 module which does not support SSL. Would it be possible />/ (and easy) to repalce it with the Mail::POP3Client? Unfortunatelly, I'm />/ not a perl guy and I cannot see how difficult it is. Is it a good />/ idea?. Is it doable? / Hi Miguel, we've written a package (2.1 framework) to access IMAP(S) and POP3(S) accounts, you can find it here [*]. As a matter of fact it uses Mail::POP3Client... [*] http://www.cape-it.de/download/PostmasterMailAccount_0.0.8.zip (Maybe it's going to be included in coming OTRS versions.) regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 pgp-key: 0x292F987D fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.3 (GNU/Linux) iD8DBQFGANkHvXo8m5PgoXQRAoRgAJ9IDxrJGiS2VI/R2DnsUzH4vq2XOQCfQWc5 UuPiU9iwTEluTBQV28166SY= =myLN -----END PGP SIGNATURE-----

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ticket # issue
by Jim McBurnett 27 Mar '07

27 Mar '07

Ok, I asked this question before, but never got a reply. So I checked the archives, and found that someone answered it before. But the answer is not in the archives. http://www.mail-archive.com/dev@otrs.org/msg01382.html What I want to do is handle an email when there is just the ticket # in there. IE external vendor emails back, but only the ticket #, not the OTRS formatted [Ticket#2007032510000013] I know it can be done, but I am not sure how. And Lastly-- Is there a way to have an account that when checked only puts replies in the ticket and does not reply and cannot open a new ticket? Thanks, Jim

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Free Fields in OTRS 2.1.6
by Jan Henkins 27 Mar '07

27 Mar '07

Hello all, I've got a wonderful OTRS 2.0.4 setup that does everything we need it to do, except for the nice statistics you can do in 2.1 and newer. That is why we would like to upgrade to 2.1.6. Even before I attempt to move all my data across, my approach is to get the user interface properly set up. This means in our case all my custom free fields, and where these fields gets exposed for the agent. Firstly, I have six free fields with predefined options. This is absolutely critical, since we do trend analysis by searching using these free field values. I expose these free fields to the agent in the following areas: (1) Normal "Free Fields" menu item when you do a zoom view on a ticket (allows you to re-classify a ticket when needed) (2) All these free fields are available during ticket creation in "Email-Ticket" (3) All these free fields are available during ticket creation in "Phone-Ticket". In practise this works extremely well. I'm trying to replicate this setup on a test 2.1.6 installation. I manage to activate only the first 4 free fields, and cannot seem to get more. Could somebody please explain to me from scratch what the proper way would be to activate and set up free fields? Thanks in advance! Regards, Jan Henkins

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Adin User
by Chad Roth 27 Mar '07

27 Mar '07

Hi, We've lost Admin privledges for our front end, including the root ID. So now we can't do any configuration from the front end. Any ideas on how to get this back? Please help! Thanks, Chad

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Please stats problem in a clean install
by Vicente Barbera 26 Mar '07

26 Mar '07

Why otrs 2.1.3 (freebsd port) stats don't work? Stats link on the menu, in a recent install is not working. Is it normal? Please help me i am desperate. Regards, Vince.

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Bulk close and answer a bunch of Tickets.
by Brice Figureau 26 Mar '07

26 Mar '07

Hi, I often have to answer the exact same answer to multitudes of tickets asking the exact same question (it is often after one of our system crashed and users want to know if that's OK or if they have any trouble with their computer). Unfortunately it seems that you can only close with an internal note on a bulk action. Is there a workaround ? Something I maybe have missed in the configuration ? What would be utterly great is that if you could use a Queue Response with bulk action... Thanks for the answer! -- Brice Figureau <brice+otrs(a)daysofwonder.com>

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Change order of the subject
by Serge ALGAROTTI 26 Mar '07

26 Mar '07

Hello, ours customers receive our mail answer with OTRS with a subject as: [Ticket#2007031210000057] Printer problem They would prefer a subject like this: Printer problem [Ticket#2007031210000057] Is it possible to change this ? I search in the documentation but I did not find a solution. (OTRS v 2.1.5) thank for your help, -- Serge

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SQL query needed
by Jason B. Loven 26 Mar '07

26 Mar '07

I had a problem with my database a while back due to a generic agent job that was touching the tickets and creating a huge ticket history. Sooo...I ran a pass on the database to trim the "junk" records off the history. That worked fine. Unfortunately it was late at night and I was tired and I accidentally ran another query that nuked the "ticket created" record for a lot of tickets. This isn't really causing a problem except that historical stats are now breaking because they don't see the create record. I would have just restored the backup but then I would have lost a good chunk of data from the last few hours of the day. Does anyone have strong enough MySQL-fu and knowledge of OTRS to create a SQL query that will create a new "ticket created" record in tickets that don't have one? I see various places to pull the creation data from (dates, etc) so I think that it should be fairly possible to do but my MySQL skills are weak. Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)cainetserv.com Web: http://www.cainetserv.com/

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