March 2008 - otrs - OTRS mailing lists

Theme created are not working
by Stephen Chao 31 Mar '08

31 Mar '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/ _______________________________________________ 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/

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System Response
by Julien CHAMPSEIX 31 Mar '08

31 Mar '08

Hi, I would know if it's possible to add an attachment file to an auto response ? Because I saw it's possible to do it by normal response but I would it for auto response. Can you help me. Many Thx! Regards, Julian.

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Too many connections error
by touraman traore 30 Mar '08

30 Mar '08

Hi there, I'm using OTRS 2.2.5 with MySQL 4. I'm recently getting this below error. Does anybody know how to solve it? Thanks DBI connect('database=otrs;host=localhost;','otrs',...) failed: Too many connections at /opt/otrs/Kernel/System/DB.pm line 197 ERROR: OTRS-GenericAgent-10 Perl: 5.8.6 OS: linux Time: Sat Mar 29 19:40:02 2008 Message: Too many connections Traceback (19114): Module: Kernel::System::DB::new (v1.75) Line: 174 Module: /opt/otrs/bin/GenericAgent.pl (v1.41) Line: 78 Got no DBObject! at /opt/otrs/Kernel/System/PID.pm line 69, <PRODUCT> line 4.

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Changing State, Priority & Queue colour in Agent area.
by Leigh Reed 28 Mar '08

28 Mar '08

Hi, On the right hand side of the ticket, either in queue view or zoom view, there is an info panel giving you information on the customer and the state of the ticket etc. Currently some of the text such as State, Queue, Locked & Priority appears in red by default. Is it possible to change this colour. If so, where can I find it? I have looked in the css.dtl file but it doesn't appear to be in there. I also tried editing the AgentTicketZoom.dtl file and a couple of others as they have the <font color="red" tag for the various options. I changed it but it didn't do anything and stays red. Any ideas? Thank you. Leigh Reed

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Can you automatically link configuration items to a queue or SLA?
by longwave＠terra.es 28 Mar '08

28 Mar '08

Hi List, Is there a way to link configuration items to a service, SLA or queue? If so, how to do that? Thanks, Enrique Ahora también puedes acceder a tu correo Terra desde el móvil. Infórmate pinchando aquí.

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Orphan tickets
by Laurent GALAIS 27 Mar '08

27 Mar '08

Hello List, This morning one of my OTRS agent created an orphan ticket and it got its account locked. Now it is impossible to delete from the WebApp. When I do a search I do see this: Under 'State' column: $Quote{""}","30 $Quote{""}","30 Under 'Owner' column: ( ) ( ) I dumped the sql w/ data and could not detect this ticket. Did anybody face that and has the magic sql statement. Thank you ! Laurent Laurent GALAIS Four J's Development Tools 866 314 7300 x7935 www.fourjs.com

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Where is the link to a configuration item (CI) in a ticket?
by longwave＠terra.es 27 Mar '08

27 Mar '08

Hello Otrs'ers, Just installed the OTRS 2.2.5 system with ITSM 1.1.0 Beta1 module. After having added Configuration Items, where is the link to such a CI from a Ticket, as well as for a service and SLA? This would be very useful to us. Thank you, Enrique Gonzalez. Ahora también puedes acceder a tu correo Terra desde el móvil. Infórmate pinchando aquí.

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How do I display the whole machine park in the Configuration Items?
by longwave＠terra.es 27 Mar '08

27 Mar '08

Hello, Is there a way to have a display of all the Configuration Items from the OTRS/ITSM module? Thank you, Enrique. Ahora también puedes acceder a tu correo Terra desde el móvil. Infórmate pinchando aquí.

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RE: [otrs] Notification Question
by Julien CHAMPSEIX 27 Mar '08

27 Mar '08

Hi, I posted an email into dev@otrs but i hadnt any response from it about my request. What someone could help me to say which file or files I should modify in order to resolve my request (in previous mail) Many Thx! Best Regards, Julian. -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Julien CHAMPSEIX Envoyé : lundi 10 mars 2008 16:55 À : 'User questions and discussions about OTRS.org' Objet : RE: [otrs] Notification Question Importance : Haute Yes but the problem is the following: I'm notified when I have a new ticket in a queue but it's always using the default address system. I would be notified by different address following the Queue. For example: I have 3 queue: File Hard::1 File Hard::2 File Hard::3 I would for each Ticket created in File Hard::1, each notification will be send with the sender toto(a)toto.com I would for each Ticket created in File Hard::2, each notification will be send with the sender titi(a)toto.com I would for each Ticket created in File Hard::3, each notification will be send with the sender tatit(a)toto.com What I can settings up it in Filter ? in Queue ? Many thx for all help! Regards, Julian. -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Shawn Beasley Envoyé : jeudi 6 mars 2008 12:32 À : User questions and discussions about OTRS.org Objet : Re: [otrs] Notification Question Hi Julien, > > Hi Guys, > > > > I would know if it’s possible to use different sender for notification > for a new ticket by each Queue. > > > > For example: > > > > For an queue called “prod” I would use sender toto(a)toto.com > <mailto:toto@toto.com> for notification for a new ticket. > > > > For an queue called “prod2” I would use sender toto2(a)toto.com > <mailto:toto2@toto.com> for notification for a new ticket. > > > Each queue can use an individual system address for identification purposes! > > Thx for all help! > > > > Regards, > > Julian. > > > > ---------------------------------------------------------------------- > -- > > _______________________________________________ > 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/ -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann _______________________________________________ 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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Only set company to a ticket
by Mikhail Pauw 27 Mar '08

27 Mar '08

Hello, With a default installation of OTRS it's only possible to bind a ticket to a company if the company has a company user. In some cases we don't want to have to add a company user (onetime only ticket). But we want to assign it a company name for our reporting. For a workaround I periodically edit the field customer_id in the ticket table (directly in the database). But this is not the way I like it, because it is asking for problems with the data and not the greatest job I can think of J Does anyone know how to do this? Thanks in advance, Mikhail m.pauw(a)yucat.com <mailto:m.pauw@yucat.com> Tel: +31 (0)343 529 529 Fax: +31 (0)343 529 530 Yucat mobile business solutions Postbus 208 * 3970 AE Driebergen Hoofdstraat 248 * 3972 LK Driebergen info(a)yucat.com <mailto:info@yucat.com> * www.yucat.com <http://www.yucat.com/> Disclaimer The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.

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