April 2008 - otrs - OTRS mailing lists

Is there a way to notify customers only if they have a new ticket created for them?
by Craig Meirick 28 Apr '08

28 Apr '08

First of all, I am grateful that this list is working again. Thank you to whomever spends time on the functionality of this site. =) For my situation: I have changed my queues to all send out customer notifications for all three options (cusotmer move, customer state, customer owner) but when I create a new ticket for that customer via the new phone ticket, it fails to send out an email to that customer. It does, however, send out notifications when I perform any of these changes to the ticket (new owner, move it, or change the state). What I am looking for is a way to only send out a notification to the customer if there is a new ticket created for that queue. I was under the impression that if a new ticket is created in a queue then a notification would be sent out to that customer, this however didn't happen when I tested it. Is there something I need to change or is this impossible, or is there a config option I can change? Any help is welcomed. Thank you, P.S. The agent notifications are all working wonderfully. >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

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Cannot select SLA or service when starting a new ticket?
by longwave＠terra.es 28 Apr '08

28 Apr '08

Hi List, When giving in a new ticket a can choose the queue where it goes to but not the service or SLA. I filled out some services and SLA's to my best knowledge in the administrators interface. What do I need to do to get this? We are using OTRS 2.2.5 Thank you, Enrique Ahora también puedes acceder a tu correo Terra desde el móvil. Infórmate pinchando aquí.

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TimeAccounting
by stava 28 Apr '08

28 Apr '08

Whatever happened to the Time Accounting package? Can't seem to find it anywhere. Quick Google reveals nothing. /L

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Re: [otrs] Adding a link to the customer navigation bar
by Leigh Reed 28 Apr '08

28 Apr '08

Hey, Just to let you know that I have succesfully worked around the problem by editing the CustomerNavigationBar.dtl file in the folder for the theme I created. Here is the code. Some of it might be wrong but it works perfectly:  $Data{"Notification"}   <table border="0" width="100%" cellspacing="0" cellpadding="3"> <tr> <td valign="top" align="left" width="70%" class="nav"> <table border="0" cellspacing="2" cellpadding="2"> <tr> <td valign="top" align="center" class="nav"> <div title="Read the User Manual"><a href="http://LinkToManual" onmouseover="window.status='$JSText{"User Manual"}'; return true;" onmouseout="window.status='';" class="navitem"><img border="0" src="http://OTRSserver/otrs-web/images/Standard/manual.png" alt="User Manual"}"><br>User Manual</a></div> </td>  <td valign="top" align="center" class="nav"> <div title="$Text{"$QData{"Description"}"}"><a href="$Env{"Baselink"}$Data{"Link"}" accesskey="$QData{"AccessKey"}" onmouseover="window.status='$JSText{"$QData{"Name"}"}'; return true;" onmouseout="window.status='';" class="navitem"><img border="0" src="$Env{"Images"}$QData{"Image"}" alt="$Text{"$QData{"Name"}"}"><br>$Text{"$QData{"Name"}"}</a></div> </td>  </tr> </table> </td> <td valign="top" align="right" width="30%" class="nav"> $Text{"Welcome %s", "$Env{"UserFirstname"} $Env{"UserLastname"} ($Data{"UserLoginTop"})"}<br> $Env{"Time"} </td> </tr> </table>  Unfortunately it has forced me to put the button to the manual at the front of the navbar because if I try to put it anywhere else then strange things seem to happen, I'm probably getting the code wrong but i'm happy that I managed to get this far with it :) Cheers Leigh ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Leigh Reed Sent: 25 April 2008 14:58 To: otrs(a)otrs.org Subject: [otrs] Adding a link to the customer navigation bar Hi everyone, I have managed to successfully edit the customer navigation bar by editing the file ZZZAAuto.pm located in "otrs\Kernel\Config\Files", so that the companytickets link has been removed and I have moved the logout button to the right instead of it being on the left. I have also added a new button that links to a help manual that I have written for all of our users. However I am having a major problem getting it to link to this new webpage. My understanding is that when a user clicks a button on the navigation bar it links to a module in "otrs\Kernel\Modules" via the line: 'Link' => 'Action=CustomerPreferences'. So in this example it loads the CustomerPreferences.pm file that does lots of advanced things that I have no clue about. Somewhere in this file there is a line or lines that tells it which template to use for the layout, in this case I think it is the CustomerPreferencesForm.dtl file located in "otrs\Kernel\Output\HTML\Company" (I have a customer interface called Company other wise replace Company with Standard). So, I have tried to create a .pm file called Manual.pm and the 'User Manual' button in the nav bar links to this file via the line 'Link' => 'Action=Manual'. However I am stuck because I have no idea how to get this .pm file to link the index.html page of the manual as this is a bit too advanced for me. I can't seem to test it either because when I click the User Manual button I get the error message: "Error: Module Kernel::Modules::Manual not registered in Kernel/Config.pm!". How do I register this module in the config.pm file? Secondly, what do I need to put in the Manual.pm file so that it links or redirects to the index.html page of the user manual? or can I use the line in the ZZZAAuto.pm file 'Link' => ' ' to link to it somehow, maybe by using the direct link? The problem with this is that when i click the link it sends me to http://wbhapp/otrs/Customer.pl?http://wbhapp/SupportDesk/index.html. Can the baselink be ignored at all? Any help would be really appreciated Thank you.

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Re: [otrs] Software problem
by DAVAUT Benoit [FR] 28 Apr '08

28 Apr '08

The SetPermission Script doesn't run properly. I deleted OTRS for reinstall but I have another error : Warning: Kernel/Config.pm isn't writable! Comment: If you want to use the installer, set the Kernel/Config.pm writable for the werserver user! Can't open /opt/otrs/Kernel/Config.pm: Permission denied Here are the file permissions : -rwxrwxrwx 1 apache apache 3900 Mar 28 05:01 Config.pm I don't understand why I have all these problems permissions. Have you an idea, please ? Benoit DAVAUT Adoptez l'éco-attitude. N'imprimez ce mail que si c'est vraiment nécessaire. _____ From: Alessio Tosi [mailto:atosi@oki.it] Sent: lundi 28 avril 2008 09:19 To: 'User questions and discussions about OTRS.org' Subject: Re: [otrs] Software problem run the SetPermission Script in otrs/scripts (or otrs/bin and run the sql update scripts in otrs/scripts _____ From: DAVAUT Benoit [FR] [mailto:benoit.davaut@volubill.com] Sent: Friday, April 25, 2008 2:08 PM To: User questions and discussions about OTRS.org Subject: [otrs] Software problem Hello After a first install of OTRS 2.2.6 (on Fedora Core 5), I have do that : Service httpd start [OK] Service mysqld start [OK] In Firefox : http://@IP/otrs/installer.pl And I have an error : Software error: Permission denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 83, <PRODUCT> line 4. For help, please send mail to the webmaster (root@localhost <mailto:root@localhost> ), giving this error message and the time and date of the error. What should I do ? Benoit DAVAUT Adoptez l'éco-attitude. N'imprimez ce mail que si c'est vraiment nécessaire.

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Ldap authentication help...
by Miguel Dias 28 Apr '08

28 Apr '08

Hello all, I'm trying to use the Ldap authentication... I 've configured over the Frontend::Customer::Auth<http://129.157.70.47/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&Sys…>in Webinterface but I'm not getting the good results... Is there other way to do it? I found some code in website for user and agent login how can I put it where is the file? I'm using SUSE on it. Thank you all

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Software problem
by DAVAUT Benoit [FR] 28 Apr '08

28 Apr '08

Hello After a first install of OTRS 2.2.6 (on Fedora Core 5), I have do that : Service httpd start [OK] Service mysqld start [OK] In Firefox : http://@IP/otrs/installer.pl And I have an error : Software error: Permission denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 83, <PRODUCT> line 4. For help, please send mail to the webmaster (root@localhost <mailto:root@localhost> ), giving this error message and the time and date of the error. What should I do ? Benoit DAVAUT Adoptez l'éco-attitude. N'imprimez ce mail que si c'est vraiment nécessaire.

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index.pl and high cpu usage
by Alessio Tosi 28 Apr '08

28 Apr '08

I've been trying to upgrade a very old installation 1.3 to the latest version: ubuntu 6.06 I've installed with apt-get apache2 mysql all the perl modules required from checkmodules, some by apt-get, some directly from CPAN I've copied the database from the old server to the new one and the run all sql scripts to upgrade the schema from 1.3 to 2.2 from within webmin interface I had article storage on FS and I've not copied file yet as it's 30GB of files. I've tried to test the new interface and I can login and see all the queues and ticket but when the agent view is displayed, it takes about 17 sec to display the page I've tried to enable logging of slow query but without success In top i can see that index.pl takes lot of cpu but I can't understand why p.s. the ubuntu machine is running on a vmware machine with 1 GB memory and I can see at least 20% memory is still free when index.pl is runing Any idea? Ciao AleX

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Upgrade to 2.2.6 fails: Can't use an undefined value as a HASH reference at ../..//Kernel/System/Ticket/Article.pm line 1409.
by Graham Leggett 28 Apr '08

28 Apr '08

Hi all, After upgrading OTRS v2.0.4 to v2.2.6 using the instructions in UPGRADING, my OTRS fails with the following error: Can't use an undefined value as a HASH reference at ../..//Kernel/System/Ticket/Article.pm line 1409. Google leads me to the following FAQ entry, which suggests this problem occurs after an upgrade to v2.2.2: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=192 It suggests that I run the following sql to fix this: ALTER TABLE ticket ADD escalation_response_time INTEGER; ALTER TABLE ticket ADD escalation_solution_time INTEGER; This fails, because the columns have already been added by the DB migration script. Does anyone have any further reasons why this error should occur, apart from the missing columns referred to in the FAQ, which in this case are not missing? Regards, Graham --

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Problem with HTTPS
by Matias N. Sliafertas 26 Apr '08

26 Apr '08

Hello list, I'm having a problem with the OTRS, when I select from the https Framework -> Core, the option HTTPS nothing happens by logging continues only with http, someone knows how I fix this? Since already thank you very much pd : Sorry for my English, it is not the best -- ----------------------------------------------------------- ----------------------------------------------------------- Matias

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