January 2008 - otrs - OTRS mailing lists

Adding custom fields to ticket page?
by Jake Conk 12 Jan '08

12 Jan '08

Hello, I was wondering if there was a way to add custom fields to the ticket page? Thanks, - Jake

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Custom Module Error
by Jason Hough 11 Jan '08

11 Jan '08

Getting the following error when trying to access index.pl....anyone know how to fix this? Software error: Can't load ticket custom module Custom Module! at ../..//Kernel/System/Ticket.pm line 211. any help is much appreciated....thanks! Thanks, ******************************************* Jason Hough Network Administrator Phone: 517-272-5527 Michigan Department of Treasury GC Services

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Re: [otrs] How an agent can see notifications of his tickets
by Antonio Sarmiento 11 Jan '08

11 Jan '08

Hi Gabriele: But in your case the agente must work with agent and customer frontend depending of the role in the moment ?? But the agent are working during the day in their frontend and if they (OTRS minds) thought in this case and a Ticket::AgentCanBeCustomer parameter was defined I think perhaps exists better way to do that Thanks for your respond Grabiele and Happy New Year Antonio > Message: 3 > Date: Thu, 3 Jan 2008 21:54:43 +0100 >From: "Gabriele D'Andrea" <gabriele.dandrea(a)ecohmedia.com> > Subject: Re: [otrs] How an agent can see notifications of his tickets > generated as customer? > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: <009701c84e4a$ddd465d0$8e04a8c0@nettezza> > Content-Type: text/plain; format=flowed; charset="iso-8859-1"; > reply-type=response > > Donnow if it's the right way, but I've configured my system this way: > for every agent that needs to be customers as well, I created a > corresponding customer (same username and e-mail address), this way I can > assign different permissions (customer related and user related). > > Hope this helps > Gabriele > > ----- Original Message ----- >From: "Antonio Sarmiento " <asarmiento(a)mi.cl> > To: <otrs(a)otrs.org> > Sent: Friday, December 28, 2007 1:42 AM > Subject: [otrs] How an agent can see notifications of his tickets generated > as customer? > > > Hello: > > I activate in sysconfig parameter Ticket::AgentCanBeCustomer: to YES. > But I have the problem how this agent can see the notifications sended by > OTRS > ?? because the only diference in the screen of his tickest is a link for > follow up. > > Think in the case the agent doesn´t have access to the queue ?? > > Thanks > > Antonio

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Frequent "SessionID is invalid!!!" messages
by Miguel Dias 11 Jan '08

11 Jan '08

I'm having constantly the "SessionID is invalid!!!" and that happens randomly there is no action or time limit to hapen. Can just anyone help me? Best Regards, Miguel Dias

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newbie question about Time Accounting
by Alan Norton 11 Jan '08

11 Jan '08

Hello All, I have a couple questions about the Time Accounting Module. How do you use it? I’ve been looking all over for some documents on the Time Accounting Module, and I can find anything, please help!!! We would like to use this to track on-going projects, and our time that we spend on those projects. From the looks of the module, this will work for what we are look for. Here is an example of what I’m running into: Clicked on TimeAccounting, get Edit Time Account Preference. Added two Actions, Start and Stop, (not quite sure the Action is for, so I figured I play a little. Clicked on the User and clicked submit. But I not see anything really happing. Under the ProjectSetting, I added a project called Reports I’m just not seeing where this module is working. Any, and I do mean any help would be so helpful. Thanks, Alan Norton No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.516 / Virus Database: 269.19.0/1216 - Release Date: 1/9/2008 10:16 AM

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RE: [otrs] How to delete user accounts and queues?
by Lars Jørgensen 11 Jan '08

11 Jan '08

> You can create a fresh database using the SQL scripts in the scripts/ > database directory. How much configuration will you lose? I would be interested in deleting all tickets from my testing period but retain all configuration of OTRS. Downloading configuration changes from SysConf is great but it only inludes changes made outside the database. All replies, queues, agents and other things are not considered. -- Lars

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Need help to create a custom field
by Tahar 11 Jan '08

11 Jan '08

Hello, Anyone can tell me how to add a custom field on submitting a new ticket ? I would add a new menu field on the page CustomerTicketMessage and insert that field on the database. I tried to find where insertion is done on the pm files, but I didn't undestand how this is done. I give an example on new ticket page I have 3 fields To : Subject : Text : I would to have this To : Ref : Subject: Text: When ticket is submitted all fields are inserted into the database and extracted later. thank you for help

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How to delete user accounts and queues?
by Jake Conk 11 Jan '08

11 Jan '08

Hello, I dunno if maybe I'm blind but I just installed OTRS yesterday and can't figure out how to delete some test queues I created and users accounts that I was creating so I can figure out how the system works. Also, when there is a new ticket and I click on "empty answer" under "Compose Answer (email):" I get the following error: -------------------------------------------------------- Software error: Modification of a read-only value attempted at /usr/lib/perl5/vendor_perl/5.8.8/i586-linux-thread-multi/Net/DNS/Question.pm line 47. For help, please send mail to the webmaster ([no address given]), giving this error message and the time and date of the error. -------------------------------------------------------- How do I fix that? The Question.pm file has the permissions -r--r--r-- just like every other file in that directory which I thought is the right permissions. Please let me know how to fix these bugs. Thanks, - Jake

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Re: [otrs] How to delete user accounts and queues?
by Jake Conk 11 Jan '08

11 Jan '08

Jim, Thanks for quickly answering my questions. I have one more that I hope you can help me with. > > Also, when there is a new ticket and I click on "empty answer" under > > "Compose Answer (email):" I get the following error: > > > > -------------------------------------------------------- > > > > Software error: > > > > Modification of a read-only value attempted at > > /usr/lib/perl5/vendor_perl/5.8.8/i586-linux-thread-multi/Net/DNS/Question > > .pm line 47. > > This is a bug oin a PERL module. The quickest way to work around it is to > turn off the feature that checks for an MX record for an email address > before it sends an email. If you turn that on, the PERL module with the > bug is not called. > > The module is Net::DNS and the bug is in version 0.60. If you can upgrade > it to version 0.62 you'll be okay on this. > I'm not familiar with upgrading perl modules because I'm not much a perl programmer. Can you give me the command to upgrade Net:DNS to version 0.62? Thanks, - Jake

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Possible issue with the POP3 app
by Jim Archer 11 Jan '08

11 Jan '08

Hello all... In my testing, I was invoking the little app that POPs email manually, and for each message it POPped and processed, it output: Message 5/8 (dnsadmin(a)bdol.com) WARNING: nonstandard use of escape in a string literal LINE 1: ..._time, create_by, change_time, change_by) VALUES ('%Custome... ^ HINT: Use the escape string syntax for escapes, e.g., E'\r\n'. I am using PostgreSQL 8.2 and OTRS 2.2.4. I just thought I would make a note of it in case it is not a known issue. Jim

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