December 2009 - otrs - OTRS mailing lists

email to queue
by Mohamed Zakaria 08 Dec '09

08 Dec '09

Hi, In my OTRS system, I am able to sent emails out. I have a few queues setup and all the queues are linked to the same email address. When I send a email to that email , it does not auto-generate a ticket anywhere. How do I overcome this? Regards, Zak ##################################################################################### This email is confidential and intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this email is strictly prohibited. If you have received this email in error please contact the sender. #####################################################################################

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How not to allow customer to choose SLA?
by Михаил Лукин 08 Dec '09

08 Dec '09

Hi, I would like to hide SLA field from Frontend::Customer::Ticket::ViewNew, but I can not see such option in SysConfig. Is there another way to do it? -- regards, Mikhail

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Problem with "Next ticket state"
by MMoj＠timocom.com 07 Dec '09

07 Dec '09

Hey, Can some one tell my why OTRS "Next ticket state" is per defaul "closed successful" when it is set to be "open" in "Ticket::Frontend::AgentTicketCompose###StateDefault"? Is it a bug? With the Update from 2.4.4 to 2.4.5 today this changed to be "closed successful" but the Helpdesk agents want it to be "open" instead, but it does not work if I define it as "open" int the "ViewCompose". Can some one help me out with a workaround or something? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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error OTRS-CGI-10 000020D6: SvcErr: DSID-031006CC, problem 5012 (DIR_ERROR), data 0
by Dejan Miklavcic 07 Dec '09

07 Dec '09

Can anyone help me with this error : Mon Dec 7 13:56:28 2009 error OTRS-CGI-10 000020D6: SvcErr: DSID-031006CC, problem 5012 (DIR_ERROR), data 0 Mon Dec 7 13:56:28 2009 error OTRS-CGI-10 000020D6: SvcErr: DSID-031006CC, problem 5012 (DIR_ERROR), data 0 Mon Dec 7 13:56:28 2009 error OTRS-CGI-10 000020D6: SvcErr: DSID-031006CC, problem 5012 (DIR_ERROR), data 0 Mon Dec 7 13:56:28 2009 error OTRS-CGI-10 000020D6: SvcErr: DSID-031006CC, problem 5012 (DIR_ERROR), data 0 Mon Dec 7 13:55:06 2009 error OTRS-CGI-10 000020D6: SvcErr: DSID-031006CC, problem 5012 (DIR_ERROR), data 0 I see it all the time in syslog, but have no idea what does it mean. tx, Dejan Miklavcic

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notifications' sender
by Ilya Kornev 07 Dec '09

07 Dec '09

Hi. We need to get all outbound emails sent by agents appear in the mailbox. I'm aware of the BCC feature, but we have some rights restrictions among agents, and this means all of them will see all sent emails, which is not an option. I set up a notification with the text of a sent email, but it's always sent by OTRS Notification Master. Is there any way to insert a variable somewhere so that we could see an agent's name as sender (not in a subj or body)? Or any other suggestions? Cheers, Ilya

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Queue header
by Mohamed Zakaria 06 Dec '09

06 Dec '09

Hi, In OTRS, u can add your own queues. I want to create a queue title. For example, I create a queue called "technical problems", and in that queue two sub queues called "hardware problems" and "software problems". And I do not want the customers to be able to choose the "technical problems" but they can see the queue, sort of a queue header or title. Can this be done? Thanks, Zak ##################################################################################### This email is confidential and intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this email is strictly prohibited. If you have received this email in error please contact the sender. #####################################################################################

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Link ticket to the configuration item object
by Norbert Bede 06 Dec '09

06 Dec '09

Hello, We want to get linked ticket trough Postmaster FIlter to the configuration object sent from monitoring system. Example "Device: IBM p505Q" will be linked to the Configuration item with the same name: IBM p505Q. Source in body Device: IBM p505Q Component: http Severity: Critical Time: 2009/12/06 14:52:19.000 Message: IP Service http is down thanks norbert

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Service Catalog approach/experiences in OTRS
by Norbert Bede 05 Dec '09

05 Dec '09

Good day, I'm looking, for user experiences how others setting up service catalog in OTRS. We are define our catalogs based on newscale and pinkelephant recommendation we have our general service catalog, and every customer should have their special catalog. What I want: Attach services to the service offers, attach service offers to the customers Later I want to listing those instances on amazon like browse interface on our Liferay portal. Define special set of properties for each services. These should fillable on service entry record. maybe this is question for a deepest customisation. thanks ------- Best Regards Norbert Bede, CEO MULTIMAGE s.r.o. Šulekova 2, 811 06 Bratislava, Slovakia

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Customer Users Roles <-> Services
by Norbert Bede 05 Dec '09

05 Dec '09

Hi, I'm looking for a solution, based on i should assign services to customer user role not a customer user. norbert

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Login Issue
by James Wilson 04 Dec '09

04 Dec '09

Hi all, I've just upgraded our OTRS install from 2.3 to 2.4.5. I'm using the otrs4win installer. I followed the upgrade guide at http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=351 and everything seemed fine up until I try to login to the upgraded system which doesn't seem to be working. If I enter incorrect login details then the system responds with the appropriate message. If I enter correct details the system just hangs. If I look in the OTRS log file then I see the following line: "[Fri Dec 4 17:31:57 2009][Notice][Kernel::System::Auth::DB::Auth] User: jwilson authentication ok (REMOTE_ADDR: 10.11.17.145).". In the Apache error log there are a couple of errors but nothing helpful for me: " Use of uninitialized value $_ in -d at C:/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://otrs/otrs/index.pl" "Premature end of script headers: index.pl" Both of these lines appear several times. I've done the data import steps in the upgrade guide and I can see my users in the users table in the DB and the login does seem to be successful, it's just trying to load the next page that's causing the problem. The only thing I can think of is that the system is redirecting to the wrong page after login. This might be off the mark but we used to access the old 2.3 system through http://otrs but the new system is only accessible through http://otrs/otrs/. OTRS is the server name. Any suggestions to get this working again would be most gratefully received! James

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