November 2009 - otrs - OTRS mailing lists

The "Next ticket state:" of compose a new ticket problem on 2.4.5
by hpsbigcat 06 Nov '09

06 Nov '09

Hi All, I just upgraded from 2.3 to 2.5. I found a problem: when I compose a 'new' ticket, the 'Next ticket state:' is 'close successful' not but 'open'. PS: when I compose a 'open ticket, 'Next ticket state:' is 'open'. Infact, I'v setup Ticket::Frontend::AgentTicketCompose###StateDefault: open and it works fine on 2.3. Have any meet this and please advise? -- Tiger hpsbigcat(a)gmail.com

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SIRIOS mailing list
by kieres kieres 05 Nov '09

05 Nov '09

Is the SIRIOS mailing list still working? regards, Rafa

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Error in log Apache
by Rodrigo Correa 05 Nov '09

05 Nov '09

HELLO, In my Apache log, I'm having thousands of records with the following error: [Tue Nov 3 14:43:17 2009] -e: Malformed UTF-8 character (unexpected non-continuation byte 0xf5, immediately after start byte 0xe7) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 776. [Wed Nov 4 17:22:13 2009] -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6f, immediately after start byte 0xe3) in substitution iterator at /opt/otrs//Kernel/System/HTMLUtils.pm line 818. Following data from my OTRS: Check database utf8 support. Your database version supports utf8. OK Check if the client uses utf8 for the connection. Your client connection is utf8. OK Check if the database uses utf8 as charset. Your database character setting is utf8. OK Check the utf8 table charset collation. Your charset collation is set to utf8_general_ci. OK Check database version. MySQL 5.0.26 OK Someone knows why this happens?? Tks, _________________________________________________________________ Novo site do Windows Live: Novidades, dicas dos produtos e muito mais. Conheça! http://www.windowslive.com.br/?ocid=WindowsLive09_MSN_Hotmail_Tagline_out09

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Error "Need User" in System Log
by Rodrigo Correa 05 Nov '09

05 Nov '09

Hello, The System Log of my OTRS 2.4.5 I'm having errors "Thu Nov 5 10:50:26 2009 error OTRS-CGI-10 Need User!", what is "Need User"?? Tks, _________________________________________________________________ Converse e compartilhe fotos ao mesmo tempo. Saiba como no novo Site de Windows Live. http://www.windowslive.com.br/?ocid=WindowsLive09_MSN_Hotmail_Tagline_out09

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OTRS 2.4.5: inline images broken in reply articles
by CARNINO Daniele (FIAT ITEM) 05 Nov '09

05 Nov '09

Hello all, in my OTRS 2.4.5 installation, when I reply to an article containing an inline image, in compose screen the image displays correctly, but the ticket created after the submission contains a "broken" link to the image. E.g. the correct link to the image should be: http://myhost/otrs/index.pl?Action=AgentTicketAttachment&Subaction=HTMLView… but, in reply it, the same image became something like: http://myhost/otrs/index.pl?Action=PictureUpload&FormID=1257409192.5019347.… I use DB storage for articles. Ciao, d. Daniele Carnino Tech. Architecture Specialist @ FIAT ITEM S.p.A.

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Perl CGI version problem
by Tony Evans 04 Nov '09

04 Nov '09

Hi there, I'm running CentOS 5.4 and downloaded and installed OTRS 2.4.5 via the RPM available on your site. When running ./bin/otrs.checkModules, I get the following issue: ./ otrs.checkModules o CGI............................failed!!! Version 3.15 installed but 3.33 or higher is required! Perl::CGI comes with the base Perl package in RedHat based distros such as CentOS... Thus, rpm -qa | grep -i '^perl-5' perl-5.8.8-27.el5 However, no matter what software repository I use with 'yum', there is no higher version upgrade for Perl. So there's no possible way for me to use mod_perl with CentOS/RHEL 5.* because OTRS' requirement is too high. Is there a way to make it work? What is the requirement that is in version 3.33 and not the lower 3.15 version that OTRS makes use of? At this time, it is pointless for me to upgrade OTRS from 2.3.x or else I suffer breaking and slowing down my OTRS installation. Regards, Tony E. Manager of Hosting Services CWIE, LLC

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Reorder navbar items
by Luís Gomes 04 Nov '09

04 Nov '09

Hi all, is there any way to change the order of the navbar buttons? I'm especially interested in moving the logout button to the end of the navbar. Thanks

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Option REMOVED in Bulk Action.
by Rodrigo Correa 04 Nov '09

04 Nov '09

Hello, I upgraded my OTRS, the version 2.3.3 to 2.4.5, after the update I am finding it REMOVED the option when I perform a Bulk Action. This option was removed this version of OTRS? Tks, _________________________________________________________________ Agora a pressa é amiga da perfeição. Chegou o Windows 7. Conheça! http://www.microsoft.com/brasil/windows7/default.html?WT.mc_id=1539

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Custom FrontEnd Webpages
by Jason Dupuy 04 Nov '09

04 Nov '09

Can someone forward to me examples of their customized front ends? (*.dtl) I'm trying to customize my customer and agent login webpages and am having difficulties. Thanks! Jason Dupuy IT Manager Global Products Inc. Earth City, MO 63045 636-939-1622 Phone 636-939-1623 Fax Mission: To increase the store traffic, identity and corporate brand loyalty for our customers through our design, manufacture and distribution of custom and licensed products. Vision: To be the leading procurement organization in promotional products and gift novelties worldwide. Confidentiality note: This document and any attachments are confidential and may be protected by legal privilege. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of this document or any attachment is prohibited. If you have received this document in error, please notify us immediately by returning it to the sender and destroying any copy.

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Question regarding Auto Response Management/multiple choice "auto reply" options?
by Todd Backman 03 Nov '09

03 Nov '09

Greetings! Is it possible to have a default reply for each queue set up in OTRS? If so, how would I set it up? I have copied the default reply (after new ticket has been created) and modified the body of the response that is customized for the queue which it will be delivered to but in the Change "auto reply" settings in "Queue <-> Auto Response Management" section there are only (2) options: none or default reply. How do I populate the "Change "auto reply" settings" auto response with additional choices? (or am I steering in the wrong direction?) Let me know if this question makes sense... Thanks for your help! - Todd

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