February 2008 - otrs - OTRS mailing lists

freetext-fields for queues?
by Kai Sommer 28 Feb '08

28 Feb '08

Dear OTRS users, in our OTRS we just do some "statistics" (open, new, pending, ecalating, ... tickets) as a cron-job that sends an e-mail every night to configurated "supervisors". Now I wanna write that "supervisors" - which is a normal agent - for every queue into the database (to not use a textfile for the association). Can someone explain me how I can create such a freetext field for the queues? - First I tried to use the "description"-field but now we need that for real description... :( Thanks a lot and best regards! Kai Sommer

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Ticket Grading
by Carlos A Cardona Gomez 28 Feb '08

28 Feb '08

Hello, I'd like to know if is there a way I can make customers give some feedback about the way the ticket has been solved. I was thinking about 3 checkboxes to grade the ticket... happy, acceptable, bad... or something like that... maybe a module I can install on otrs... Thanks in advance for any idea. Carlos Cardona.

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showing notes of ticket in the note and close locations
by Craig Meirick 28 Feb '08

28 Feb '08

I am looking for a way to show the notes of the ticket that show up in the zoom field to show up in the add note and close options. When I add a note to a ticket it would be helpful to see the past notes that have been added over the life of the ticket. Also having these notes show in the close screen would be a helpful feature. If there is any possibility of this kind of feature or configuration that would accomplish this, I would be grateful to hear how to incorporate it. Thanks in advance. ~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu 1625 Highway 150, Box 400, Calmar IA 52132-0400, USA <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

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RE: [otrs] A form per queue. Is it possible?
by Daniele 28 Feb '08

28 Feb '08

Thank you all. > > The problem I see is that I don't have required information into ORTS db (useful for future/needed data analysis). > I'm not sure what you mean. At the end of the story I would like to use OTRS to store all information. I would find a way to store data inside OTRS database as well I store each field into OTRS database if I use TicketFreeKey_n TicketFreeText_n > You misunderstand. You will *not* use the forms provided with OTRS. > You will create your *own* forms in Perl, PHP, .Net or whatever fancy > programming tool the kids use these days. no, I understood you very well, I believe. The problem I see is the one I described just now in this same message. If I create forms from outside OTRS I will not populate OTRS db but only OTRS email messages. Informations will be into email messages, not into a db!!!!, not into the OTRS db. I am going to fail during statistics!! In order to build a workaround I was thinking to make more than one installation and to send the user to fill the OTRS form within the right installation. But also this solution can't work.

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AW: [otrs] Newbie Q: moving to another system, backup and closed tickets
by Klaus Bruno 28 Feb '08

28 Feb '08

Hi Al See the docs. Chapter 22.1 Backup and 22.2 Restore. http://doc.otrs.org/2.2/en/html/c2526.html If you install on the server the same version of otrs as on your workstation (as assumed) you should be able to restore the data from the workstation to the server. regards Bruno -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von LLLActive(a)GMX.Net Gesendet: Donnerstag, 28. Februar 2008 11:11 An: User questions and discussions about OTRS.org Betreff: [otrs] Newbie Q: moving to another system, backup and closed tickets Hi all, I installed OTRS on my OpenSUSE 10.3 system a week ago. It seems quite good and easy to use. I started entering some tickets from our parallel "Paper-Snail" system. Q 1: How can I now just transport the system from my local OpenSUSE 10.3 to a Server with SLES 10? I will reinstall OTRS, but I want to use the currently used data from my test-system again. It wil save a lot of work. Q 2: In a backup of the data, which files need to be backed up for a complete system rebuild? (which I presume will be the same files as that in the first question) Q 3. I have tried reading the archives. There (2002) it seems that the tickets can not be read after they are closed. Is it possible now? We want to enter solutions to the problems as notes to tickets; a sort of knowledge base. It would be helpful if tickets can be searched (whether they are open or closed) for any information entered. TIA :-) Al _______________________________________________ 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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Re: [otrs] Zlib uncompress error
by aleem bagwan 28 Feb '08

28 Feb '08

Re-installing Compress::Zlib from source may solve the problem. Possible problem is that dependency modules are missing. Try installing the dependencies of Compress::Zlib as listed during its installation. Jeff <lists(a)youthinkitweprintit.com> wrote: I'm getting the following error when I try to print a ticket from the customer's zoom ticket page: Undefined subroutine &Compress::Zlib::uncompress called at /usr/lib/perl5/site_perl/5.8.5/PDF/API2/Basic/TTF/Name.pm line 110. Line 10 in my name.pm is: $apple_encodings[0][$i] = [unpack("n*", Compress::Zlib::uncompress(unpack("u", $apple_encs[$i])))] Any ideas what might be causing this? Yum says Zlib is up to date. I thought that perhaps customer.pl was sending an extra "&" to name.pm.... Thanks in advance for any help... _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ --------------------------------- Save all your chat conversations. Find them online. _______________________________________________ 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/ _______________________________________________ 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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Theme created are not working
by Stephen Chao 28 Feb '08

28 Feb '08

> > Ideally I want to create 3 different web pages for 3 different customers. > Right now I am trying to create a theme and apply to the customer.pl. I > followed the procedure of administrator document by using the queries to add > the company themes and I do see the options in the drop down menu using my > ID or the root@localhost in the index.pl preference page. Both IDs are > have all the admin rights. I copied the standard folder to 3 different > names accordingly but they are not working. The theme being used is still > the standard theme. Did I miss something or the manual did? > > It is not like I do not have the knowledge. It is just not working. > Please help. Thank you. Is there anything that I have to configure or add > in the config file? Can I create different pages for 3 different customers? > ***********************result of the query below************************************************* > > > +----+------------------------ > --+----------+---------------------+-----------+-- > -------------------+-----------+ > | id | theme | valid_id | create_time | > create_by | c > hange_time | change_by | > > +----+--------------------------+----------+---------------------+-----------+-- > -------------------+-----------+ > | 1 | Standard | 1 | 2008-02-17 14:47:54 | > 1 | 2 > 008-02-17 14:47:54 | 1 | > | 2 | Lite | 1 | 2008-02-17 14:47:54 | > 1 | 2 > 008-02-17 14:47:54 | 1 | > | 3 | company1 | 1 | 2008-02-22 13:25:09 | 1 > | 2 > 008-02-22 13:25:09 | 1 | > | 4 | company2 | 1 | 2008-02-22 13:25:56 | 1 | 2 > 008-02-22 13:25:56 | 1 | > | 5 | company3 | 1 | 2008-02-22 13:27:14 | > 1 | 2 > 008-02-22 13:27:14 | 1 | > > +----+--------------------------+----------+---------------------+-----------+-- > -------------------+-----------+ > 5 rows in set (0.00 sec) > > > > -- Stephen Chao Microsoft Certified System Engineer _______________________________________________ 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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Re: [otrs] Zlib uncompress error
by aleem bagwan 28 Feb '08

28 Feb '08

Re-installing Compress::Zlib from source may solve the problem. Possible problem is that dependency modules are missing. Try installing the dependencies of Compress::Zlib as listed during its installation. Jeff <lists(a)youthinkitweprintit.com> wrote: I'm getting the following error when I try to print a ticket from the customer's zoom ticket page: Undefined subroutine &Compress::Zlib::uncompress called at /usr/lib/perl5/site_perl/5.8.5/PDF/API2/Basic/TTF/Name.pm line 110. Line 10 in my name.pm is: $apple_encodings[0][$i] = [unpack("n*", Compress::Zlib::uncompress(unpack("u", $apple_encs[$i])))] Any ideas what might be causing this? Yum says Zlib is up to date. I thought that perhaps customer.pl was sending an extra "&" to name.pm.... Thanks in advance for any help... _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ --------------------------------- Save all your chat conversations. Find them online. _______________________________________________ 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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Newbie Q: moving to another system, backup and closed tickets
by LLLActive＠GMX.Net 28 Feb '08

28 Feb '08

Hi all, I installed OTRS on my OpenSUSE 10.3 system a week ago. It seems quite good and easy to use. I started entering some tickets from our parallel "Paper-Snail" system. Q 1: How can I now just transport the system from my local OpenSUSE 10.3 to a Server with SLES 10? I will reinstall OTRS, but I want to use the currently used data from my test-system again. It wil save a lot of work. Q 2: In a backup of the data, which files need to be backed up for a complete system rebuild? (which I presume will be the same files as that in the first question) Q 3. I have tried reading the archives. There (2002) it seems that the tickets can not be read after they are closed. Is it possible now? We want to enter solutions to the problems as notes to tickets; a sort of knowledge base. It would be helpful if tickets can be searched (whether they are open or closed) for any information entered. TIA :-) Al

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Wide character in subroutine entry
by Paulius Stakauskas 28 Feb '08

28 Feb '08

Hi, After updating from 2.2.2 to 2.2.5 (FreeBSD), I get the following error while trying to make fast reply: Software error: Wide character in subroutine entry at (eval 112) line 1. Apache log shows: [Thu Feb 28 10:55:51 2008] [error] [client IP] [Thu Feb 28 10:55:51 2008] index.pl: Wide character in subroutine entry at (eval 112) line 1., referer: https://url/rt/index.pl?Action=AgentTicketCompose&ResponseID=1&TicketID=452… I have figured out that this error comes up only when special characters are in the reply message, like lithuanian letters (before updating everything was fine). I've tried to check these files: otrs/Kernel/Config.pm -> $Self->{'DefaultCharset'} = 'utf-8'; otrs/Kernel/System/Email.pm -> changed this: Charset => 'iso-8859-15', to this: Charset => 'utf-8', Same thing I've done to: otrs/Kernel/System/Web/InterfaceAgent.pm , InterfaceCustomer.pm What else should I look for to solve this problem? Thanks for any info.

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