October 2009 - otrs - OTRS mailing lists

Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO web_uploa
by Adrián Fernández Leiro 27 Oct '09

27 Oct '09

Hi everybody: I have OTRS 2.4.5 on a SuSE. The error message pops out when trying to install the FAQ module. Ive set max_allowed_packet = 32M on /etc/my.cnf Its still pulling the same error. Any ideas? Adrián Fernández Leiro Departamento de Sistemas INVERAVANTE Avda. Linares Rivas 1, Bajo 15005 LA CORUÑA-ESPAÑA Tel. 981 25 74 81 / 981 12 62 29 Fax. 981 25 18 86

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Dashboard customization possible.
by Sarper SARIDAL 27 Oct '09

27 Oct '09

Hi all , With the code below adding it to the AgentDashboardTicketGeneric.dtl file i made it possible to see the customer information ( customermail(a)customerdomain.com) format at the dashboard screen. Is it possible to see it as real name/full name. It should be possible but i don't know which QDATA i should call.. Can someone help me about it. Thanks Sarper <td width="10%"> <a href="$Env{"Baselink"}Action=AgentTicketCustomer&TicketID=$QData{"Ticket> ID"}"onmouseover="window.status='$JSText{"Customer history"}'; return true;" onmouseout="window.status='';"> <div title="$QData{"CustomerUserID"}">$QData{"CustomerID","15"}</div> </a> </td>

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backup/restore
by as as 27 Oct '09

27 Oct '09

Hi All I want to backup my OTRS. And I want to use the scripts backup.pl and recover.pl. My OTRS system is in Ubuntu 2.6.28-11-server the version of OTRS is 2.4.5. When I do a backup all went fine: Backup /backupotrs/2009-10-26_14-23/Config.tar.gz ... done Backup /backupotrs/2009-10-26_14-23/Application.tar.gz ... done Dump MySQL rdbms ... done Compress SQL-file... done But, when I try the restore I get the following error: Restore /backupotrs/2009-10-26_12-39/Config.tar.gz ... Got no EncodeObject! at /opt/otrs/Kernel/System/DB.pm line 96. Any ideas ? .. Can anyone Help me on this one. Best Regards.

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What is this > SCALAR (0xba254ee4)
by Rodrigo Correa 27 Oct '09

27 Oct '09

Hello, I am with the OTRS version 2.4.5 installed. When I'm opening called the text "SCALAR (0xba254ee4 *)" appears in the top of the message. What is it and how do I use it? Tks, _________________________________________________________________ Você sabia que o Hotmail mudou? Clique e descubra as novidades. http://www.microsoft.com/brasil/windows/windowslive/products/hotmail.aspx

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Re: [otrs] Send notifications to Customer User instead of original sender
by Mohamed-Amine Kadimi 27 Oct '09

27 Oct '09

No, only the original sender receives the notification. -------------------------- Are the auto notifications sent to the original sender AND the new customer user (as in, the original sender is CC'd)? -----Original Message----- From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On Behalf Of Mohamed-Amine Kadimi Sent: Tuesday, 27 October 2009 4:43 AM To: OTRS mailing list Subject: [otrs] Send notifications to Customer User instead of originalsender Hello, There's the steps of the problem I have: 1. I receive a ticket from a sender 2. I need to reassign this ticket to a different customer so I change the "Customer User" field and set a new e-mail address. 3. The auto-notifications sent for this ticket (e.g. closing notification) are still sent to the original sender. I want these notifications to be sent to the new customer e-mail, what should I do? Thanks. _________________________________________________________________ _________________________________________________________________ Windows Live Hotmail: Your friends can get your Facebook updates, right from Hotmail®. http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/so…

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[ Customer Company ] ???
by Денис Кирин 27 Oct '09

27 Oct '09

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Customer ticket screen [Urgent]
by Sarper SARIDAL 27 Oct '09

27 Oct '09

Hi all, Is it possible to disable the TO field while creating a ticket? Or set it as a predefined field and not allow users to change... (hashed field) 2 nd question is it possible to set service type field to a MUST field. It is really urgent for me if someone has an answer or a workaround solution it will be great! Sarper

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Close tiket
by kda_greenada 27 Oct '09

27 Oct '09

Greetings. How can customer close ticket by email? Best regards Denis Kirin

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Select "My queues" for certain group
by Altangerel 27 Oct '09

27 Oct '09

Hi all, I've a question. I want to select some queues for certain group not for single user. How can I do that? I've tried to do it on users&groups role part on admin area. But did not find anything related to this. -- Altangerel Ganbold

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LDAP authentication problem
by Altangerel 27 Oct '09

27 Oct '09

Hi All, I am using OTRS with LDAP authentication. All of its are working fine. I've enabled LDAP authentication for both agents and costumers. But some users cannot login into OTRS via LDAP. I can't solve this problem. I've compared users in AD tree by using LDAP browser. But found no difference between users (logged and can't logged). Error message is: Oct 27 10:23:12 otrs OTRS-CGI-10[52875]: [Notice][Kernel::System::Auth::LDAP::Auth] User: username (CN=USERNAME,CN=Computers,DC=xxx,DC=com) authentication failed: '80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 52e, vece Oct 27 10:23:12 otrs OTRS-CGI-10[52875]: [Error][Kernel::System::User::UserLookup][Line:696]: No UserID found for 'username'! What should I do? Please, help me... -- Altangerel Ganbold

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