January 2008 - otrs - OTRS mailing lists

Re: [otrs] OTRS support for virtual sites
by Richard Hinkamp - BeSite 28 Jan '08

28 Jan '08

I think is would be possible. You would need to change some OTRS code though. You could have per site an index.pl which loads OTRS from a shared location. You would have to create a way to tell OTRS where to find the config for this specific install. Same thing must be done for customer.pl and faq.pl etc and for every script you may want to run (pop3 fetching, pending jobs, etc). If you can code perl, I think it will be possible to achieve this. Wouldn't know if my theory works in practice, so no guarantees! ;) Regards, RIchard _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

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(no subject)
by vimal pillai 28 Jan '08

28 Jan '08

Hi all, Full text search is not working for freekey fields added.The freekeys are appearing in search window and are searchable .But full text search is not working.If Iwant to search something I need to give the whole text for searching.then only it will give result.For all other fields full-text search is working properly.Can onyone help solving this problem.

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Quick Agent Overview
by Lars Jørgensen 28 Jan '08

28 Jan '08

Hi. Our supervisor is responsible for assigning tickets to agents. She would like to see a quick overview of how many tickets are currently assigned to each agent. I have enabled StatusView but that doesn't really give her the overview she needs. I looked a little at the database backend and constructed a query that will give me the correct information: select system_user.login as agent, count(ticket.user_id) as tickets from ticket left join system_user on ticket.user_id=system_user.id group by ticket.user_id; +-------+---------+ | agent | tickets | +-------+---------+ | Adam | 5 | | Eve | 1 | +-------+---------+ 2 rows in set (0.00 sec) Now, how do I create a button in the navbar to run this query on the database and present the results to the supervisor? -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95

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New Ticket Notification
by Jared Alewine 28 Jan '08

28 Jan '08

I am not receiving new ticket emails from customers. I have verified that the queue is in "My Queues" and that I have the option to receive these emails is on in my preferences. Are there any other options I should check? I do get emails when the ticket is moved and I get some emails when new tickets are entered by agents, but I don't get any when the ticket is entered by a customer. Any help is greatly appreciated. Thanks Jared

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Customer Ticket Notification
by Andrew Meyer 28 Jan '08

28 Jan '08

Hi everyone I seem to be having some trouble lately. I am running Debian 4.0r1, using OTRS 2.0.4. As of about a month ago, the tickets numbers going out to the user/customer seemed to have stopped. I can't find where I would look to fix this. I'm not sure what file I need to look at to check to see if the perl file is doing its job. The logs don't tell me much. What keywords would I be using on google? Also, how do I increase the size of the attachments going in and out of OTRS? I have the room. I need to increase it to 10MB from 6MB. If someone could please help me out a little bit I would be greatful. Thanks, Andrew Meyer Unix Systems Administrator 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

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RE: [otrs] Re: Tickets reopen automatically
by Lars Jørgensen 28 Jan '08

28 Jan '08

> - at 00:10 the cron is firing the daily cleanup job. The first > following time that Postmaster.pl runs it seems that it finds all this > tickets in the postmaster/raw queue and re-opens them So this is where things go wrong, start looking here. Check the script that does the cleanup. Run parts of it by hand to see where the error pops up. -- Lars

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Fwd: Search - using Ticket free text
by vimal pillai 28 Jan '08

28 Jan '08

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Re: [otrs] Graph stats generation error
by Matas Labasauskas 28 Jan '08

28 Jan '08

Hello again, did someone meet this problem? thanks, Matas On 25/01/2008, Matas Labasauskas <matas.lab(a)gmail.com> wrote: > > Hello, > > maybe someone faced this problem too: > > when i'm trying to generate a graph using stats module it gives me always > the same error doesn't matter what kind of report i would like to generate. > > Traceback: ERROR: OTRS-CGI-79 Perl: 5.8.8 OS: linux Time: Fri Jan 25 > 13:41:59 2008 > Message: Can't cache StatID 10: The selected end time is in the future! > > Traceback (19366): > Module: Kernel::System::Stats::GenerateDynamicStats (v1.25) Line: 1165 > Module: Kernel::System::Stats::StatsRun (v1.25) Line: 2238 > Module: Kernel::Modules::AgentStats::Run (v1.33) Line: 1906 > Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 > Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 > > thank you! > -- > Matas Labasauskas > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support or consulting for your OTRS system? > => http://www.otrs.com/ > -- Matas Labasauskas

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RE: [otrs] New Ticket Notification
by Aysel Pamuk 28 Jan '08

28 Jan '08

Hello, I had the same problem. When I moved the otrs user to USERS Group, I started to receive the notifications. Please move the user to USERS group. Regards, Aysel -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jared Alewine Sent: Friday, January 25, 2008 8:23 PM To: otrs(a)otrs.org Subject: [otrs] New Ticket Notification I am not receiving new ticket emails from customers. I have verified that the queue is in "My Queues" and that I have the option to receive these emails is on in my preferences. Are there any other options I should check? I do get emails when the ticket is moved and I get some emails when new tickets are entered by agents, but I don't get any when the ticket is entered by a customer. Any help is greatly appreciated. Thanks Jared

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Re: Tickets reopen automatically
by Mladen Acinger 27 Jan '08

27 Jan '08

Dear Shawn and others, Our automatically reopening tickets have not been solved yet. Please, anybody help. Any hint is welcome. Recapitulazing: 1. during the day OTRS users close their tickets 2. next night, at 00:10, all the tickets get reopened with following message in the history of the ticket: StateUpdate Old: "closed successful" New: "open" - root@localhost (Admin OTRS) - at 00:10 the cron is firing the daily cleanup job. The first following time that Postmaster.pl runs it seems that it finds all this tickets in the postmaster/raw queue and re-opens them 3. We have tried to disable Services and SLAs. Didn't help. 4. We have tried to change many other settings. Didn't help. 5. all our pl-scripts in /opt/otrs/bin/ are default, not changed since the installation Who know which setting could be doing this? We are running OTRS 2.2.4. Here our settings: $Self->{'SecureMode'} = 1; $Self->{'ProductName'} = 'ILIAD'; $Self->{'SystemID'} = 33; $Self->{'FQDN'} = '<scrambled> xxx.yyy.zzz'; $Self->{'ScriptAlias'} = 'iliad/'; $Self->{'AdminEmail'} = '<scrambled> xxx(a)yyy.zzz'; $Self->{'Organization'} = 'Institute of xxx yyy zzz'; $Self->{'DefaultCharset'} = 'utf-8'; $Self->{'DefaultUsedLanguages'} = { 'nl' => 'Nederlands', 'en' => 'English' }; $Self->{'LogModule::LogFile::Date'} = '1'; $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = '<scrambled> smtp.yyy.zzz'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'Frontend::NotifyModule'}->{'3-ShowAgentOnline'} = { 'Module' => 'Kernel::Output::HTML::NotificationAgentOnline' }; $Self->{'SwitchToUser'} = '1'; $Self->{'NotificationSenderName'} = 'ILIAD Automatic Notification'; $Self->{'CustomerPanelLostPassword'} = '0'; $Self->{'CustomerPanelCreateAccount'} = '0'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '<scrambled> ldap.yyy.zzz'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'o=xxx'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; $Self->{'Frontend::Module'}->{'AdminCustomerUser'} = { 'NavBar' => [ { 'Prio' => '9000', 'Block' => '', 'Image' => 'folder_yellow.png', 'NavBar' => 'Ticket', 'Type' => '', 'AccessKey' => 'c', 'Description' => 'Edit Customer Users', 'Name' => 'Customer', 'Link' => 'Action=AdminCustomerUser&Nav=Agent' } ], 'GroupRo' => [ '' ], 'NavBarName' => '', 'Description' => 'Edit Customer Users', 'Title' => 'Customer User', 'NavBarModule' => { 'Prio' => '300', 'Block' => 'Block1', 'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin', 'Name' => 'Customer Users' }, 'Group' => [ 'admin' ] }; $Self->{'Frontend::Module'}->{'AdminCustomerCompany'} = { 'NavBar' => [ { 'Prio' => '9100', 'Block' => '', 'Image' => 'folder_yellow.png', 'NavBar' => 'Ticket', 'Type' => '', 'AccessKey' => 'c', 'Description' => 'Edit Customer Company', 'Name' => 'Company', 'Link' => 'Action=AdminCustomerCompany&Nav=Agent' } ], 'GroupRo' => [ '' ], 'NavBarName' => 'Admin', 'Description' => 'Admin', 'Title' => 'Customer Company', 'NavBarModule' => { 'Prio' => '310', 'Block' => 'Block1', 'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin', 'Name' => 'Customer Company' }, 'Group' => [ 'admin' ] }; $Self->{'Ticket::QueueViewAllPossibleTickets'} = '1'; $Self->{'Ticket::Responsible'} = '1'; $Self->{'Ticket::Service'} = '1'; $Self->{'Ticket::EventModulePost'}->{'1-ForceOwnerResetOnMove'} = { 'Event' => 'TicketQueueUpdate', 'Module' => 'Kernel::System::Ticket::Event::ForceOwnerReset' }; $Self->{'Ticket::Frontend::QueueSort'} = { '15' => '1' }; $Self->{'Ticket::Frontend::BulkFeatureJavaScriptAlert'} = '0'; $Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'RequiredLock'} = '0'; $Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'State'} = 'open'; $Self->{'Ticket::Frontend::AgentTicketBounce'}->{'RequiredLock'} = '0'; $Self->{'Ticket::Frontend::AgentTicketBounce'}->{'StateDefault'} = 'open'; $Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Priority'} = '0'; $Self->{'CustomerPanelOwnSelection'} = { 'DISPATCHER' => 'ILIAD' }; $Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'Priority'} = '0'; $Self->{'Frontend::Module'}->{'AgentTicketPhone'} = { 'NavBar' => [ { 'Prio' => '200', 'Block' => '', 'Image' => 'mail_new.png', 'NavBar' => 'Ticket', 'Type' => '', 'AccessKey' => 'n', 'Description' => 'New Ticket (Inbound)', 'Name' => 'New Ticket', 'Link' => 'Action=AgentTicketPhone' } ], 'NavBarName' => 'Ticket', 'Description' => 'New Ticket', 'Title' => 'New Ticket' }; $Self->{'Frontend::Module'}->{'AgentTicketEmail'} = { 'NavBar' => [ { 'Prio' => '210', 'Block' => '', 'Image' => 'mail_new.png', 'NavBar' => 'Ticket', 'Type' => '', 'AccessKey' => 'e', 'Description' => 'Create new Email Ticket and send this out (Outbound)', 'Name' => 'New Email-Ticket', 'Link' => 'Action=AgentTicketEmail' } ], 'NavBarName' => 'Ticket', 'Description' => 'Create new email Ticket', 'Title' => 'New Email-Ticket' }; $Self->{'Frontend::Module'}->{'AgentTicketStatusView'} = { 'NavBar' => [ { 'Prio' => '110', 'Block' => '', 'Image' => 'overview.png', 'NavBar' => 'Ticket', 'Type' => '', 'AccessKey' => 'v', 'Description' => 'Overview of all open Tickets', 'Name' => 'StatusView', 'Link' => 'Action=AgentTicketStatusView' } ], 'NavBarName' => 'Ticket', 'Description' => 'Overview of all open tickets', 'Title' => 'Status View' }; $Self->{'CustomerFrontend::Module'}->{'CustomerTicketOverView'} = { 'NavBar' => [ { 'Prio' => '110', 'Block' => '', 'Image' => 'ticket.png', 'NavBar' => '', 'Type' => '', 'AccessKey' => 'm', 'Description' => 'MyTickets', 'Name' => 'MyTickets', 'Link' => 'Action=CustomerTicketOverView&Type=MyTickets' } ], 'NavBarName' => 'Ticket', 'Description' => 'Overview of customer tickets', 'Title' => 'Overview' }; $Self->{'PostMaster::PreFilterModule::NewTicketReject::Body'} = 'Dear Customer, unfortunately you have no valid ticket number in your subject, so this email can\'t processed. Please create a new ticket via the customer panel. Thanks for your help! Your Helpdesk Team '; $Self->{'1'} = 1; Kind regards, Mladen Acinger otrs(a)otrs.org on donderdag 24 januari 2008 at 13:54 +0100 wrote: > >Message: 1 >Date: Thu, 24 Jan 2008 13:42:11 +0100 >From: Shawn Beasley <shawn.beasley(a)otrs.com> >Subject: Re: [otrs] Tickets reopen automatically >To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >Message-ID: <479887A3.5080701(a)otrs.com> >Content-Type: text/plain; charset="iso-8859-1" > >Dear Mladen, >> Dear Nils (and others), >> >> It does not happen automatically, the tickt was closed few hours >> before, during the daytime. At 10 minutes past midnight OTRS admin >> reopened them. The two log-rows are both related to OTRS admin action. >> >> We can't disable SLA's, we are not using them yet, but are in the >> proccess of configuring them and will use them very soon. >> >> Kind regards, Mladen Acinger >> >Please open a bug request at http://bugs.otrs.org. > >-- >Shawn Beasley > > Please refer to: http://www.iss.nl/content/view/full/2873 for ISS’ email disclaimer.

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