April 2008 - otrs - OTRS mailing lists

upgrade
by pri pri 04 Apr '08

04 Apr '08

hi all I would like to upgrade OTRS. I need to take a backup of my mysql server before i re install the new version. i read that i can backup my mysql using the mysqldump command but i want to know how i can logon to my sqlserver to execute this command. i am running otrs on windows small business server 2003. one of the tutorials i read said access the database but i would like to know from where i can access it. if someebody s performed their upgrade on windows do let me know thank you _________________________________________________________________ Education: Are exams worrying you all the day long? Write to MSN education experts for help. http://education.in.msn.com/

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Changing Database-user password after installation
by Miguel Dias 04 Apr '08

04 Apr '08

Hi all, I would like to know if there is any way to change the Databse-user after the installation? I forgot to change it in setp 3 of http://localhost/otrs/installer.pl Thank you. Best Regards

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Error with ITSMTicket install
by Brunier, Mikael 03 Apr '08

03 Apr '08

Hello, When I try to add the ITSMTicket-1.0.6 in OTRS 2.2.6 with package manager on a Red Hat EL4 I get this: Error: Need File/Package! ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Thu Apr 3 13:46:15 2008 Message: Need File/Package! Traceback (14870): Module: Kernel::Output::HTML::Layout::Error (v1.51.2.8) Line: 1146 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.51.2.8) Line: 1126 Module: Kernel::Modules::AdminPackageManager::Run (v1.46.2.3) Line: 1075 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 I have allready installed these following required packages: GeneralCatalog 1.0.6 LinkObject 1.0.6 ITSMCore 1.0.6 ITSMService 1.0.6 Is there any issue ? Thanks Mike

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Default services for customer users
by Leigh Reed 03 Apr '08

03 Apr '08

Hi, I was wondering of it was possible to setup some of the services that I have created as default for every user? At the moment I have to add them all manually to each user which is quite a long process. Thank you Leigh Reed

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#145 - Table './otrs/search_profile' is marked as crashed and should be repaired
by Simon Morley 02 Apr '08

02 Apr '08

Hi, We have been experiencing mysql problems. When we search in the db we are given the following error: #145 - Table './otrs/search_profile' is marked as crashed and should be repaired We really don't know what to do or how to fix it. Thanks, Simon

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OTRS as a Job Dispatch System Between Customer and Sub-Contractors ?
by Michael Teo 02 Apr '08

02 Apr '08

Hi, all. I'm wondering if there is anyone in this mailing list who has used OTRS to accomplish the following functionalities: 1. Customer sends in his/her problem via email to OTRS which creates a ticket in the system. 2. Agent reads the ticket and assigns a sub-contractor through OTRS to go on-site to work on the problem. 3. Sub-contractor receives notification from OTRS with details and proceeds to work 4. When the sub-contractor completes the task, he replies back to OTRS to report job done. 5. Agent receives "job done" notice from sub-contractor and replies to customer and/or closes the original ticket. I will appreciate if someone can share with me on how I can achieve the above with OTRS with all communications revolving around the original ticket that is initiated by the customer. Thanks in advance, Michael.

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Problems replying to external email addresses
by Nelson Pereira 02 Apr '08

02 Apr '08

I get an email from outside the company, in this case a test hotmail account, and when going into OTRS and replying to it, when clicking send, I get this error: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Apr 2 09:51:14 2008 Message: Can't send to: kitkatuser(a)hotmail.com! Enable debug for more info! Traceback (24174): Module: Kernel::System::Email::SMTP::Send (v1.14) Line: 98 Module: Kernel::System::Email::Send (v1.31.2.1) Line: 498 Module: Kernel::System::Ticket::Article::ArticleSend (v1.147) Line: 1610 Module: Kernel::Modules::AgentTicketCompose::Run (v1.30.2.2) Line: 364 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 How do I enable debug to find out more about this issue and perhaps fix it... Thanks Nelson

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using close and internal-note send email to customer
by Florus Both 02 Apr '08

02 Apr '08

hi, otrs 2.2.4 with itsm: when i close a ticket using the close either in the listview or the ticketzoomview, and choose internal-note as the note-type, the system still sends an update notification to the customer: Wed Apr 2 14:30:46 2008noticeOTRS-CGI-19Sent customer 'StateUpdate' notification to 'xxxx <xxxx(a)mobilepeople.com>'.Wed Apr 2 14:30:46 2008notice OTRS-CGI-19Sent email to 'xxxx <xxxx(a)mobilepeople.com>' from 'mobilePeople support <xxxx(a)mobilepeople.com>'. HistoryType => SendCustomerNotification, Subject => Re: [mPTicket#2008040219000029] New State "closed successful"!; any idea what i did wrong to get this? thanks -- /florus

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missing faq after upgrade
by Patrick Mäusebach 02 Apr '08

02 Apr '08

Hello, after upgrading from 2.0.4 to 2.2.5 I'm not able to see at the faq. I installed the faq package, and set the user permissions for groups faq and faq_admin. If I push the FAQ Button I can only see FAQ default comment If I start the pulic.pl script inside a browser I'm able to see the faq entries. Thanks for answers! Patrick Maeusebach

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Questions/issues about OTRS 2.2.6
by Poe Chen 02 Apr '08

02 Apr '08

Hi, all, I have just installed OTRS 2.2.6 and did some configurations/customization with it. Few issues/questions I have with OTRS: -How to create customer automatically through the email ticket? I've searched the mail archive and the closest one I can found is: http://www.mail-archive.com/otrs@otrs.org/msg03045.html And it seems the function isn't implemented in 2.2 yet since when I click on "Zoom" (not AgentZoom....) it doesn't give you the option. And if I click on "Customer", it only sets the ticket's customer's ID, not adding a new customer into the database. Any ways to automatically extract the information of the email ticket and create the customer in the database? -Address book contains only customer's info? It looks like the address book doesn't contain any agents' info. How can I CC/BCC info to a particular agent using address book? -Any detail documentations about GenericAgent/SysConfig configuration and OTRS variables? Where to find more documentations? Is there any more documentations about GenericAgent/SysConfig? Specially SysConfig, it looks like you can customize your OTRS install pretty easily through it, no need to modify the source code. Also, a lot of OTRS related variables are in SysConfig (like OTRS_USERLOGIN/OTRS_USERFIRSTNAME, etc), where I can find a complete list of all the OTRS predefined variables? Thanks in advance, Poe

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