February 2009 - otrs - OTRS mailing lists

ptoblem in dtl files
by vaishali dolas 09 Feb '09

09 Feb '09

Hi, I'm trying to use $Text{} tag in sample example but its not able to parse the that tag? -- Best Regards, Vaishali Dolas Computational Research Laboratories Ltd., ( A Wholly owned Subsidary of TATA SONS Ltd) Email : vaishali.dolas(a)crlindia.com

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Problem sending emails from calendar plug-in
by Glaab, Achim 09 Feb '09

09 Feb '09

Hi I have a problem with the calendar plug-in in otrs. We are using an exchange 2007server for emails Every time a event is trying to send an email I am getting this error: Sent with Microsoft Exchange Server 2007 xxx.xxx(a)xxx.com<mailto:xxx.xxx@xxx.com> #554 5.6.0 STOREDRV.Deliver; Corrupt message content ## Received: from xxxxxxx (x.x.x.x) by xxxxxx (x.x.x.xxx) with Microsoft SMTP Server id 8.1.291.1; Fri, 6 Feb 2009 11:16:12 +0100 MIME-Version: 1.0 Subject: [Event/New] xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) X-Mailer: OTRS Mail Service (2.3.3) Date: Fri, 6 Feb 2009 11:16:12 +0100 Message-ID: <1233915372.574227.395339021@xxxxxxxxxxxxxxxxxxxx> Reply-To: <otrs@xxxxxxxxxxxxxx> To: <katti.xxxxxx@xxxxxxxxxxxxx> From: OTRS Notification Master <otrs@xxxxxxxxxxxxxxx> Content-Type: multipart/mixed; boundary="----------=_1233915372-29096-3" Return-Path: otrs@xxxxxxxxxx achim

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Upgrading from 2.1.4 to latest - CentOS 64-bit
by Shawn 06 Feb '09

06 Feb '09

Hi, I am having some minor difficulty locating an appropriate upgrade guide to step up from OTRS 2.1.4 to the latest version. I'm worried I need to do individual patches, instead of compiling the latest source on top of the existing installation (although with backups and diff tests, I suspect this could be accomplished) - does anyone have input on upgrades like this? The 2.1.4 package was my first install a few months ago, and it's finally off the ground, however, I can't perform some advanced functions until we officially upgrade - according to the OTRS bug team. The following is some version info: Linux version 2.6.18-92.1.10.el5 (mockbuild(a)builder10.centos.org) (gcc version 4.1.2 20071124 (Red Hat 4.1.2-42)) #1 SMP Tue Aug 5 07:42:41 EDT 2008 OTRS Version: 2.1.4 Perl Version: v5.8.8 built for x86_64-linux-thread-multi Thanks, - Shawn Q.

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Error Logs for OTRS ( Web server error logs )
by Nadeem Ahmad 06 Feb '09

06 Feb '09

Hi We are getting below error messages in our Web server error log messages and can any one help what is this means. How can I fix them? Thank you so much. ---------------------------------------------------------------------------- --------------------------------------------- [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] , referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] Message: Can't write '/opt/otrs/var/tmp/Cache//TicketEscalation/8097ad4c7c9f480e6ca5d3ead37cbf1d' : Permission denied, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] , referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] Traceback (4780): , referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] Module: Kernel::System::Main::FileWrite (v1.27) Line: 424, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] Module: Kernel::System::Cache::File::Set (v1.17) Line: 94, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] Module: Kernel::System::Cache::Set (v1.11) Line: 117, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] Module: Kernel::Output::HTML::NotificationAgentTicketEscalation::Run (v1.27.2.1) Line: 184, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] Module: Kernel::Output::HTML::Layout::NavigationBar (v1.110) Line: 3068, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] Module: Kernel::Modules::AgentTicketQueue::Run (v1.54) Line: 110, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] , referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:35:07 2009] [error] [client 192.168.150.7] ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Feb 4 16:35:07 2009, referer: http://192.168.150.201:81/otrs/index.pl?Session=109ec45b14b175ed81981f07d361 fc5c3f [Wed Feb 04 16:35:07 2009] [error] [client 192.168.150.7] , referer: http://192.168.150.201:81/otrs/index.pl?Session=109ec45b14b175ed81981f07d361 fc5c3f [Wed Feb 04 16:35:07 2009] [error] [client 192.168.150.7] Message: Can't write '/opt/otrs/var/tmp/Cache//TicketEscalation/8097ad4c7c9f480e6ca5d3ead37cbf1d' : Permission denied, referer: http://192.168.150.201:81/otrs/index.pl?Session=109ec45b14b175ed81981f07d361 fc5c3f [Wed Feb 04 16:35:07 2009] [error] [client 192.168.150.7] , referer: http://192.168.150.201:81/otrs/index.pl?Session=109ec45b14b175ed81981f07d361 fc5c3f [Wed Feb 04 16:35:07 2009] [error] [client 192.168.150.7] Traceback (4922): , referer: http://192.168.150.201:81/otrs/index.pl?Session=109ec45b14b175ed81981f07d361 fc5c3f [Wed Feb 04 16:35:07 2009] [error] [client 192.168.150.7] Module: Kernel::System::Main::FileWrite (v1.27) Line: 424, referer: http://192.168.150.201:81/otrs/index.pl?Session=109ec45b14b175ed81981f07d361 fc5c3f ---------------------------------------------------------------------------- ---------------------------------------------------------------------------- ---------------------------------- Nadeem Ahmad Associate Network Administrator Network Operations Centre I2c Incorporated ------------------------------------------------------------ Web site: http://www.i2cinc.com Office-USA: (650) 593 5400 ext 4097 24x7 NOC: (650) 593 5400 Option 3/Option 3 Office-Pakistan: (042) 111.000.911 ext 163/164 Email: anadeem(a)i2cinc.com Timings: Mon - Fri 08:00 PM - 06:00 AM PST

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Create ticket from external app
by Tim Squires 06 Feb '09

06 Feb '09

Hi, After digging round for a few hours, I've not found a solution and was wandering if anyone here could help.... We have a java based web application and OTRS, both used by the call centre. Currently they have to switch from one application to the other when raising tickets and fill in all the the details again. We would like the java app to be able to create customers and tickets on OTRS. I've messed around with the email interface but that's not ideal because we want the call centre to be able to click a button on the java app and it take them to a ticket page on OTRS with all the fields already filled. The perfect solution would be an http api for a web service. Could someone please either point me to an api I have missed or put me out of my misery? Thanks for your help, Tim

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configuration
by Bharat Malik 06 Feb '09

06 Feb '09

Hi, I am using external database sql server for customer_user table. I have added one extra field(employee_id) in this table and also in the ticket table in my sql. Now at time of ticket creation I want to send employee_id data in the new created employee_id field in ticket table. Other two fields (customer_id and cutomer_user_id) data are automatically comes from sqlserver's customer_user table to mysql's ticket table. Please suggest me the way to send the data of employee_id field between these two tables. Thanks Bharat

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Hiding Raw Queue
by Lakshan Fernando. 06 Feb '09

06 Feb '09

Hi OTRS, There are some queues as default (Junk, Postmaster...), all of theme are useful, but I would like to hide from the user agent and customers interface, keeping only the work queues (SYSENG, SYSMGMT,etc). please can some one reply on this ASAP, explain me in steps Thanks you Lakshan

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Chnging NumberingGenerator
by Piotr Modlinger 05 Feb '09

05 Feb '09

Hi, could you tell me step by step how to change my ticket NumberingGenerator from DateChecksum to AutoIncrement (in which files do I need to make changes and do I have to restart my webserver). Thanks, Peter

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R: R: Hiding Raw Queue
by CARNINO Daniele (FIAT ITEM) 05 Feb '09

05 Feb '09

Ok, but you could always stop a user from seeing a queue, even if it's valid, by using the permissions. For instance, you may: - create a SYSENG group for SYSENG queue - create a SYSENG group for SYSMGMT queue - create a role SYSENG_USERS - create a role SYSMGMT_USERS - give rw on SYSENG and ro, move_into, create on SYSMGMT to SYSENG_USERS - give rw on SYSMGMT and ro, move_into, create on SYSENG to SYSMGMT_USERS - see the groups the default queues belongs to and DON'T give this roles any permission on them; Here you go. Ciao, d. -----Messaggio originale----- Da: Lakshan Fernando. [mailto:lakshan2000@yahoo.com] Inviato: giovedì 5 febbraio 2009 9.16 A: CARNINO Daniele (FIAT ITEM) Oggetto: Re: R: [otrs] Hiding Raw Queue Hi thanks for the reply, ya that is very simple but as this is the default queue i don't want to make it invalid i want to stop displaying this on top queues menu lakshan --- On Thu, 2/5/09, CARNINO Daniele (FIAT ITEM) <daniele.carnino(a)fiatgroup.com> wrote: > From: CARNINO Daniele (FIAT ITEM) <daniele.carnino(a)fiatgroup.com> > Subject: R: [otrs] Hiding Raw Queue > To: "'lakshan2000(a)yahoo.com'" <lakshan2000(a)yahoo.com>, "'User > questions and discussions about OTRS.'" <otrs(a)otrs.org> > Date: Thursday, February 5, 2009, 2:10 PM Simply mark this queues as > invalid... > > -----Messaggio originale----- > Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di > Lakshan Fernando. > Inviato: giovedì 5 febbraio 2009 3.53 > A: otrs(a)otrs.org > Oggetto: [otrs] Hiding Raw Queue > > Hi OTRS, > > There are some queues as default (Junk, Postmaster...), all of theme > are useful, but I would like to hide from the user agent and customers > interface, keeping only the work queues (SYSENG, SYSMGMT,etc). > > please can some one reply on this ASAP, explain me in steps > > > Thanks you > Lakshan > > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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OTRS Manager App
by James, Michael 05 Feb '09

05 Feb '09

Hello, A general question, has anyone used the OTRS Manager tool from tokaware? If so, are there any issues to be aware of prior to use? Thanks in advance Mike Mike James Netzbetrieb - Broadband Unitymedia Group Michael Schumacher-Str. 1 50170 Kerpen Tel. +49 (0) 2273 - 605 - 7168 Fax. +49 (0) 2273 - 605 - 7121 PC Fax. +49 (0) 2273 - 5947 - 2668 Mobil. +49 (0) 175 727 1034 e-mail michael.james(a)unitymedia.de <mailto:michael.james@unitymedia.de> www.unitymedia.de Unitymedia NRW GmbH Handelsregister: Amtsgericht Köln HRB 55984 Geschäftsführer: Parm Sandhu, Dr. Herbert Leifker, Christopher Winfrey

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