August 2008 - otrs - OTRS mailing lists

how is data saved in the database
by JayCeazar.Boado＠sunlife.com 09 Aug '08

09 Aug '08

Hi everyone, I am new with OTRS. And I am currently proposing this to be utilize in the department for application support.. I am trying to figure out how to add some fields in the New Phone Ticket field and save it to the database. Like i will be using one of the freetext column of the Ticket table. I've already updated the UI of the new Phone Ticket and stuck in the saving the data in to the Ticket Table part. How do I go about doing that. Here are the files I editted: AgentTicketPhone.dtl: Sample scrit: <tr> <td class="contentkey">$Text{"System"}:</td> <td class="contentvalue"> <input type="text" name="SystemOwner" $Data{"SystemOwner"} size="80"> </td> </tr> AgentTicketPhone.pm how will add the SystemOwner field to use the freetext in ticket table? Do i need to do something in the Ticket.pm? Any help would be greatly appreciated. Thanks regards... Jay Boado PH IT SunLife of Canada Philippines cp:+63 927 694 93793 phone: +63 2 886 6188 ext 8199 "This E-Mail message may contain confidential information and is intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient, please notify the sender and erase this E-Mail message immediately "

1 0

Browser never returns on Compose Empty answer on an open ticket
by Matthew F Hymowitz 09 Aug '08

09 Aug '08

My browser never stops proccing the request when I submit an email 'empy answer' from an open ticket screen. The email comes up fine and is fully populated, but when I hit submit the browser just keeps processing and nothing is ever returned ( I suppose if I wait long enough it will timeout). Here is all that is in my log file from the transaction: [Fri Aug 8 17:34:54 2008][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketQueue:matt) [Fri Aug 8 17:34:59 2008][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketCompose&ResponseID=1&TicketID=11&ArticleID=16:matt)

1 0

Problems with install.pl
by Aaron Long 08 Aug '08

08 Aug '08

I'm installing on CentOS 5 with mysql, and for some reason the install.pl script is claiming that the Kernel/Config.pm does not have write permissions set such that the apache user can write to it. So far as I can tell, this is an utter lie: [root@slaad ~]# cd /opt/otrs/Kernel [root@slaad Kernel]# ls -al total 100 drwxrwxr-x 8 apache apache 4096 Aug 8 11:19 . drwxr-xr-x 7 otrs apache 4096 Aug 8 11:19 .. drwxrwxr-x 3 apache apache 4096 Aug 8 11:19 Config -rw-rw-r-- 1 apache apache 3918 Aug 2 23:59 Config.pm -rw-rw-r-- 1 apache apache 3918 Aug 2 23:59 Config.pm.dist drwxrwxr-x 16 apache apache 4096 Aug 8 11:19 cpan-lib drwxrwxr-x 2 apache apache 4096 Aug 8 11:19 Language -rw-rw-r-- 1 apache apache 13871 Aug 2 23:59 Language.pm drwxrwxr-x 2 apache apache 4096 Aug 8 11:19 Modules drwxrwxr-x 3 apache apache 4096 Aug 8 11:19 Output drwxrwxr-x 21 apache apache 4096 Aug 8 11:19 System [root@slaad Kernel]# groups otrs otrs : otrs apache [root@slaad Kernel]# groups apache apache : apache otrs [root@slaad Kernel]# So from what I can see, the apache and otrs users are members of each other's groups, and everything in the Kernel directory is group writeable. Anyone see something I do not? Aaron M. Long NOC Engineer Leapfrog Enterprises, Inc. 6401 Hollis Street Emeryville, CA 94608

2 3

GenericAgents - schedule one, they all run
by Robin Bowes 08 Aug '08

08 Aug '08

Hi, I have two GenericAgents defined. Neither of them were scheduled to run. I then scheduled one of them to run every 20 minutes, and found that *both* agents run every twenty minutes. Anyone else see this? Is it a bug? (running 2.3.0rc1) R.

6 20

How to filter incoming emails
by José Mestre 08 Aug '08

08 Aug '08

I'm using OTRS 2.2.6 and I would like to filter incoming emails. Is it possible to create a filter that will create tickets only for known (in database) customers ? If yes how can I do that ? Thanks.

2 3

Upgrade from 2.2.7 to 2.3.1
by CARNINO Daniele (FIAT SERVICES) 08 Aug '08

08 Aug '08

Hello all, I tested on my development enviroment the new 2.3.1, upgrading from 2.2.7. I've followed all the suggested steps, receiving no errors (this is a Debian 4.0 server, with package installed by hand and not via apt). This is the problems I've found 'til now, testing the system. a) Phone ticket: after selecting the type, the customer (which is taken through an LDAP query) and the queue, when I click "All" on the owner field to see the agents enabled on the queue, the list remains empty. Only if i re-click "search customer", the list become populated, but this clears the from field (though the client info on the right side remains filled). b) Status-view: the pink row color of the high priority ticket is only visible in a small portion at the very left of the ticket number. But maybe this is a feature and not an issue, since i can see the ticket priority by hovering over it... Thanks for all the good work, guys... Cheers, d.

4 5

sso implementation on windows
by Patrick Schiess 08 Aug '08

08 Aug '08

hi, does anyone of you guys have an working sso implementation of OTRS on windows? i would be glad if someone of you could give me detailed help on how to realize this feature, as i am struggling with it and can't find any helps on the internet. thanks. regards, patrick.

1 0

Agent Notifications
by Loren Crowe 08 Aug '08

08 Aug '08

My agents have stopped receiving emails when tickets are assigned to them. They also do not receive emails anymore when the Pending timer has expired. The en::Agent::OwnerUpdate, and en::Agent::PendingReminder notifications are still configured in the 'Notification Management' area of the web interface. I've looked through the manuals and do not see any more information on these notifications other than how to format them in the 'Admin-area' of the web interface. I just need to know if there's a place where they might have inadvertently been turned off. The admins still receive emails when new tickets come in, or responses are submitted, so I don't think it's an email account configuration issue with the smtp server, unless Agent notifications are sent out a different way than the other notifications like new ticket notifications and response notifications. Any help would be appreciated. Thanks, Loren

2 3

new owner don't get the email notification
by Patrick Schiess 08 Aug '08

08 Aug '08

hi, we have the problem that, when e.g. owner A of ticket# 2000 transmits the ownership of his ticket# 2000 to owner B, then the new owner never gets the email notification if the customer replies on that ticket... instead of that, the email notification is still sent to the original owner, the first one who owned the ticket. is this a configuration issue or what exactly is the thought behind this behaviour? thanks. regards, patrick.

1 0

auto response
by Igor Bilis 07 Aug '08

07 Aug '08

Is there a way to specifically set OTRS to not auto respond to certain email addresses when submitted? Thanks.

1 0