March 2008 - otrs - OTRS mailing lists

Survey Module 1.0.17
by Rene Abdon 04 Mar '08

04 Mar '08

Hi all, I install the survey module 1.0.17 and create a survey with question, all of this without problems, but how I send this to customers ? like, after a ticket closing. Is there a documentation about this ? tks. Rene Abdon. -- Esta mensagem foi verificada pelo sistema de antiv�rus e acredita-se estar livre de perigo.

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GenericAgent to Send Email / Notification
by Scott Thompson 03 Mar '08

03 Mar '08

Hello, I am trying what I believe to be a simple task with no luck. I am trying to run a GenericAgent and have it send notifications to Agents in my Queue just like the sample Escalation does. I would like to do it through the Interface instead of in the .pm file if possible. Any help greatly appreciated, I frustrated myself greatly trying to work through this. Thanks!

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Issues with WebMail
by Wes Sothard 03 Mar '08

03 Mar '08

I just loaded up the WebMail install and when I click on the icon, this is the return I get. How do I go about fixing this? ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Feb 29 22:16:15 2008 Message: Need UserWebMailIMAPHost Param Traceback (3394): Module: Kernel::Output::HTML::Layout::Error (v1.51.2.5) Line: 1146 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.51.2.5) Line: 1126 Module: Kernel::Modules::AgentWebMail::Run (v1.14) Line: 74 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 Thank you, Wes Sothard

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Re: [otrs] splitting tickets OTRS 2.2.5
by Andrew Meyer 03 Mar '08

03 Mar '08

-rw-rw-r-- 1 otrs2 nogroup 14 2008-03-03 08:44 TicketCounter.log Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/ -----Original Message----- ------------------------------ Message: 3 Date: Fri, 22 Feb 2008 19:44:45 +0100 From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> Subject: Re: [otrs] splitting tickets OTRS 2.2.5 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <0285F42C-A5B7-4A2D-A40D-F9DB31AFEF67(a)lemonbit.nl> Content-Type: text/plain; charset=WINDOWS-1252; format=flowed; delsp=yes Andrew Meyer wrote: > When I try to split a ticket I get this message... > > Software error: > Can't write /var/www/otrs2/var/log/TicketCounter.log: at ../..// > Kernel/System/Ticket/Number/DateChecksum.pm line 87. > For help, please send mail to the webmaster (webmaster@localhost), > giving this error message and the time and date of the error. > Does the file exist? What are the permissions? Anything in the webserver logs? Nils Breunese.

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Missing data in fields when creating new user.
by Henti Smith 03 Mar '08

03 Mar '08

Hello everybody, I'm having a strange problem on a installation. When we trying to create a new user the page loads up to : "Valid:" on the page : There is no text field, nor drop-down. The rest of the page loads fine. when entering data leaving the "valid" field as is and clicking "Add" we get an error reading "Need UserFirstname!" This time to page loads all the fields except Valid. I poked around inside the template and saw that the output layout is called with $Text{"Valid"} and $Data{"ValidOption"} but I cannot find where $Data{"ValidOption"} is populated. Please keep in mind me perl is not very good. The installation was 2.2.4 and I have upgraded to 2.2.5, but still the same problem. Can somebody possibly shed some light on where I can look for more information to help me solve this? Regards Henti

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Problem installing ITSM
by Jason Hough 03 Mar '08

03 Mar '08

Getting the following error when trying to install the ITSMTicket-1.0.5 package: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Feb 29 09:48:27 2008 Message: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO package_repository (name, version, vendor, filename, content_size, content_type, content, install_status, create_time, create_by, change_time, change_by) VALUES ('ITSMTicket', '1.0.5', 'OTRS AG', 'ITSMTicket-1.0.5.xml', '213', 'text/xml', ?, 'not installed', current_timestamp, 1, current_timestamp, 1)' Traceback (6635): Module: Kernel::System::Package::RepositoryAdd (v1.67) Line: 263 Module: Kernel::System::Package::PackageInstall (v1.67) Line: 565 Module: Kernel::Modules::AdminPackageManager::Run (v1.46.2.2) Line: 662 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 Anyone have any ideas I have tried uping the max_allowed_packet size..and this doesnt seem to do anything.. Please advise....Thanks for any help! Thanks, ******************************************* Jason Hough Network Administrator Phone: 517-272-5527 Michigan Department of Treasury GC Services

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Re: [otrs] How to implement OTRS
by Nils Breunese (Lemonbit) 03 Mar '08

03 Mar '08

Scott Edwardsen wrote: > We have OTRS installed and running. However, I am looking for > direction on how to use the software. I have used help desk systems > where tickets are created in the General Mailbox queue. The tickets > are then assigned to technicians by moving them out of the general > mailbox queue and putting them in the technician’s queue. It does > not appear that OTRS is designed to operate in this manner. This is > my understanding of how OTRS is suppose to work (please correct me > if I am wrong): > > 1. One or more agents are assigned to a queue > 2. Customer inputs ticket and assigns the ticket to a queue > 3. An agent sees the ticket and responds to the customer’s > request > 4. The ticket is then automatically locked > 5. The agent no longer sees the ticket in their queue because > the ticket is locked > 6. The agent then needs to unlock the ticket so it appears > back in the queue > > What is the best way to use OTRS? We have three different locations > with nine technicians. I would like customers to create tickets in > a general mailbox. I would then like to assign tickets to > individual technicians. > > Is there any documentation for a question like this? I tried > searching for documentation and I found the Admin Guide. Either I > missed the answer to this type of question or it isn’t there. There is no single best way to use OTRS. You could have your customers send mails to different addresses for different queues, or you could just use one address and move the tickets into the correct queue yourself. Usually you do not create a queue for every agent, but more for related tickets (say Sales, Support, etc.), but that is all up to you. (You can even use a hierarchy of subqueues.) When a ticket is locked by an agent, this means 'this agent is working on this ticket'. Typically the agent doesn't unlock the ticket after replying to the customer. The ticket stays locked by the agent that replied and when the customer responds, the agent that originally replied can work on it some more, etc. until the ticket is resolved and closed. An agent can click the 'Locked Tickets' button in the upper right to see the tickets that (s)he's working on. Nils Breunese.

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restoring a backup to a new OTRS install
by Andrew Meyer 03 Mar '08

03 Mar '08

A couple of weeks ago, my OTRS 2.0.4 installation crashed, and became completely unrecoverable. Luckily I had a backup from 3 days prior to it. It is a mysqldump. I was wondering if it was possible to restore this into mysql and then upgrade the database to 2.2.5 spec, do another mysql dump and restore to the new 2.2.5 install. If anyone can help me, can you give me the commands I will need to do? I am not very good at mysql. BTW - the new install is on a totally different server. I'm not sure if they are using the same name for the databases though. Andrew Meyer Unix Systems Administrator 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139

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How to implement OTRS
by Scott Edwardsen 02 Mar '08

02 Mar '08

How to implement OTRS We have OTRS installed and running. However, I am looking for direction on how to use the software. I have used help desk systems where tickets are created in the General Mailbox queue. The tickets are then assigned to technicians by moving them out of the general mailbox queue and putting them in the technician's queue. It does not appear that OTRS is designed to operate in this manner. This is my understanding of how OTRS is suppose to work (please correct me if I am wrong): 1. One or more agents are assigned to a queue 2. Customer inputs ticket and assigns the ticket to a queue 3. An agent sees the ticket and responds to the customer's request 4. The ticket is then automatically locked 5. The agent no longer sees the ticket in their queue because the ticket is locked 6. The agent then needs to unlock the ticket so it appears back in the queue What is the best way to use OTRS? We have three different locations with nine technicians. I would like customers to create tickets in a general mailbox. I would then like to assign tickets to individual technicians. Is there any documentation for a question like this? I tried searching for documentation and I found the Admin Guide. Either I missed the answer to this type of question or it isn't there. Thanks for the help. -Scott

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Help to install ORTS
by Alejandro Decchi 02 Mar '08

02 Mar '08

Hi ORTS Users thz to read my problem. I try to install otrs2 in my Debian #apt-get install otrs2 I have this error: dbconfig-common: otrs2 configure: ignoring errors from here forwards dbconfig-common: otrs2 configure: ignoring errors from here forwards This module does not exist! dpkg: error processing otrs2 (--configure): subprocess post-installation script returned error exit status 1 Can someone give me a help pls ? Thz Adecchi

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