December 2009 - otrs - OTRS mailing lists

view my tickets in all queues
by Krasznay László 11 Dec '09

11 Dec '09

Hello All! I tried to customize my OTRS 2.3.4 to get a view where all my agents can see the list of all ticket they own in all queues. I have not found any hel on google and in this mailing list archive. Is there any way to make a similar page to "My Queues" like "My Tickets"? thanks for the help in advance! Laszlo Krasznay

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Customer DB import from excel sheet
by Otrs User 11 Dec '09

11 Dec '09

Hi I have OTRS Windows 2.4.5 installed I have customer Info with fields like (Name , location , E-mail ID and Phone) in excel sheet , Can I import it in OTRS customer database and overwrite the existing field How can I edit a customer database to have my own details Thanks Rupa

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login error with "software error"
by Colin Chen 11 Dec '09

11 Dec '09

Hi there I'v installed otrs 2.4 from source under debian, below is my environment: "Apache/2.2.9 (Debian) PHP/5.2.6-1+lenny4 with Suhosin-Patch mod_perl/2.0.4 Perl/v5.10.0 Server at debian.teccolin.info" I followed the Install and README.webserver to finished the installation, and passed the sytax test. It looks just fine when I get the first page ( http://myhost/otrs/index.pl) but when I use "root@localhost:root" to login the system, I got below error message: ************* Software error: junk ' Connection: close ' after XML element For help, please send mail to the webmaster (webmaster@localhost), giving this error message and the time and date of the error. ************** Another error message when I visit "http://myhost/otrs" as below: ************** Not Found The requested URL /otrs/ was not found on this server. Additionally, a 500 Internal Server Error error was encountered while trying to use an ErrorDocument to handle the request. Apache/2.2.9 (Debian) PHP/5.2.6-1+lenny4 with Suhosin-Patch mod_perl/2.0.4 Perl/v5.10.0 Server at debian.teccolin.info Port 80 ************** I try to check my apache log, below is the error message: ************** Message: C-Parser: junk after document element at line 54, column 0, byte 1405 at /usr/lib/perl5/XML/Parser.pm line 187 ! Traceback (25174): Module: Kernel::System::XML::XMLParse (v1.83) Line: 1295 Module: Kernel::System::XML::XMLParse2XMLHash (v1.83) Line: 687 Module: Kernel::Output::HTML::DashboardProductNotify::Run (v1.11) Line: 86 Module: Kernel::Modules::AgentDashboard::_Element (v1.14) Line: 390 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 245 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Fri Dec 11 11:30:55 2009 Message: XML::Parser produced errors. I use XML::Parser::Lite as fallback! Traceback (25174): Module: Kernel::System::XML::XMLParse (v1.83) Line: 1296 Module: Kernel::System::XML::XMLParse2XMLHash (v1.83) Line: 687 Module: Kernel::Output::HTML::DashboardProductNotify::Run (v1.11) Line: 86 Module: Kernel::Modules::AgentDashboard::_Element (v1.14) Line: 390 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 245 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 [Fri Dec 11 11:30:55 2009] [error] [Fri Dec 11 11:30:55 2009] -e: junk '\r\n[Fri Dec 11 11:30:55 2009] -e: Connection: close\r\n[Fri Dec 11 11:30:55 2009] -e: \r\n[Fri Dec 11 11:30:55 2009] -e: ' after XML element\n ************** Pleaes may you help or give any points of directions. Thanks and Best Regards Colin

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Postmaster Filter - rewrite subject line?
by Richard Cross 10 Dec '09

10 Dec '09

Hi, I have OTRS set up to receive Hyperic HQ email alerts. These work fine, but when I fix something in Hyperic, it sends out a new alert message with the same subject, suffixed with the word "fixed". The problem I have is that, because the subject line is different, OTRS raises a new ticket for what are really just follow-ups. What I would like to do is have OTRS rewrite the subject line to remove the word "fixed", thereby preventing it from creating a new ticket. I tried this in the Postmaster Filter section, but it won't let me select "Subject" in the "Set" section. I know the manual suggests that you can use Kernel::System::PostMaster::Filter::Match to write your own filter rules, but I'm not sure what the supported "Set" key/values are - if they're the same as provided by the UI, then I'll still have the same problem. Can someone suggest a solution? Regards, Richard Cross.

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Re: [otrs] Autofill Cc
by Christopher Ross 10 Dec '09

10 Dec '09

Awesome, that worked perfectly. Thanks Regards, Christopher Ross IT/Design Support Coordinator Ext. 183 My job is to make your life easier. If there is anything that I can help you with please do not hesitate to contact me directly. **Confidentiality Notice** This email message and all attachments transmitted with it may contain legally privileged and confidential information intended for the use of the addressee. If the reader of this message is not the intended recipient, you are hereby notified that any reading, dissemination, distribution, copying, or other use of this message or its attachments is strictly prohibited. If you have received this message in error, please notify the sender immediately and delete this message from your system. The content of this email is the property of Express Dental Care, LLC, Express Health, Inc, and DBA Express Doctor.

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More Developers Documentation ...
by Kiffin Gish 10 Dec '09

10 Dec '09

I'm interested in writing more advanced module extensions for OTRS and was wondering if there is more detailed documentation/specs available beyond the relatively simple AgentHelloWorld example. For example, it'd be nice to know better how the page layouts are generated and what data is used where to create the forms etc. How does one add extra links to the admin area (using the xml definitions)? -- Kiffin Gish <Kiffin.Gish(a)planet.nl> Gouda, The Netherlands

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Autofill Cc
by Christopher Ross 10 Dec '09

10 Dec '09

We started using the OTRS system about 6 months ago and it works really well for us. However, whenever I close a ticket, it is a huge pain in the neck that I have to type in the full email addresses of any other people who would need an update on the ticket. Is there any way (either through the UI or editing the config files) to automatically put those email addresses in for me?

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CustomerID as dropdownbox?
by Dave Lageweg 10 Dec '09

10 Dec '09

Hi All. Is it possible at ticket creation to select the CustomerID out of a dropdownbox and in this box just show all the companies you have in your system? Or where can i adjust this? Best, Dave

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Is it possible to create 'Form based' templates
by Stein Erik Berget 10 Dec '09

10 Dec '09

I would like to have a response template for use when answering tickets that looks like this: Hi! We are pleased to announce that the <PRODUCT-NAME> <RELEASE-NUMBER> release is now available for download at <DOWNLOAD-LOCATION>. We believe that this release will fix your problem. Regards, Where the '<PRODUCT-NAME>', '<RELEASE-NUMBER>' and '<DOWNLOAD-LOCATION>' is the only information my Support Engineers needs to fill in. I would really like that this was a 'form' with three holes for these pieces of information. Is this something that is easy to do with OTRS? An another example would be something like this: Hi! We are pleased to announce that the <PATCH-NAME> is now available for download at <DOWNLOAD-LOCATION>. We believe that this patch will fix your problem. Regards, We have quite a few patches and products and releases, so creating a response template for each one would be quite massive, or do you have any other suggestions for me? -- Stein Erik

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Can't call method Header ...
by Kiffin Gish 09 Dec '09

09 Dec '09

I'm trying to write my own OTRS module based on chapter 13 of the Developer Manual. However, although I feel I've followed the instructions exactly, I still get the following error message: Can't call method "Header" on an undefined value at ../..//Kernel/Modules/AgentHelloWorld.pm line 38. This corresponds with the following line: sub Run { ... line 38: my $Output = $Self->{LayoutObject}->Header(Title => "HelloWorld"); Any ideas what I might be doing wrong? Could it be that the layout object isn't being initialized properly? -- Kiffin Gish <Kiffin.Gish(a)planet.nl> Gouda, The Netherlands

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