February 2009 - otrs - OTRS mailing lists

How to upgrade from 2.3.3 to 2.3.4
by Ken Tang 05 Feb '09

05 Feb '09

This is a very basic question, and I don't see any documentation when upgrading minor versions, but how do you upgrade OTRS 2.3.3 to 2.3.4? I only see upgrade documentation for 2.2 to 2.3 in the source file. I'm assuming I back up my current config.pm file and overwrite all files from 2.3.3 with 2.3.4?

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Re: [otrs] Change the time of fetch
by Sune T. Tougaard 05 Feb '09

05 Feb '09

As far as i recall, the OTRS Windows installer also installs cronw, that can schedule tasks in windows in a cron like way. You can change the schedule in the crontab.txt file in the install directory. You can also install and configure it manually: Download from here: http://sourceforge.net/project/showfiles.php?group_id=87160&package_id=10673 6 <http://sourceforge.net/project/showfiles.php?group_id=87160&package_id=1067 36> I've used the following procedure on a win2k3 server with ActivePerl 5.8 installed: Extract to C:\Apps\CRONw Edit "C:\Apps\CRONw\installer.pl": Change the line: my $command = $PPM.' install -noforce -follow modules\\' . $module . '.ppd'; To: my $command = $PPM.' install modules\\' . $module . '.ppd'; Save and close the file. Open a command prompt and "cd" to "C:\Apps\Cronw" Issue the following commands from the command prompt: "perl installer.pl" "ppm install Text::Glob" "perl cronHelper.pl --install" "net start cron" Of course, the OTRS tasks has to be added manually to the crontab.txt if installing it manually. I have however, later had problems running the postmasterpop3 script from cronw, so i'm just running that as a regular scheduled task. Remaining otrs tasks still uses cronw. -- /Sune

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new ticket not generating email notfication
by Aaron Rabinowitz 04 Feb '09

04 Feb '09

I'm currently setting up an OTRS implementation. When creating a new ticket as a customer I was hoping it would send me an email on outlook, but it appears it will only show as a notification if I log into OTRS. Is there a way to have an email sent to me if a new ticket has been created?

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Ticket created in 'compose email' not showing in Queue View
by Caspar Kennerdale 04 Feb '09

04 Feb '09

Hi Whenever I create a ticket in compose email (Action=AgentTicketEmail) The ticket gets sent to the recipient and if I search for the ticket number I can retrieve the ticket and it says it it is the queue that I expect to to be in, however within queue view (Action=AgentTicketQueue&QueueID=59) the ticket does not show. Is there an obvious reason for this? Caspar ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.

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Adding queues and seeing them
by Stephen Hawkins 04 Feb '09

04 Feb '09

OTRS, I have created a new queue. If I click on queues in the Admin area I see it. However if I click on users and bring up myself, it is not in the list of queues to add. What am I missing? Steve -- Steve Hawkins Technical Support Engineer -- Palisade Systems, Inc 2625 N. Loop Drive, Suite 2120 - Ames IA, 50010 USA Email: support(a)palisadesys.com - Web: http://www.palisadesys.com/ Phone: 1(888) 325-6500 --

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Res: Re: Change the time of fetch
by Camilo Vieira 04 Feb '09

04 Feb '09

You can use the at or tasklist command. Bye. ________________________________ De: otrs-bounces(a)otrs.org <otrs-bounces(a)otrs.org> Para: User questions and discussions about OTRS. <otrs(a)otrs.org> Enviada em: Wed Feb 04 13:57:21 2009 Assunto: Re: [otrs] Change the time of fetch Hi On a unix system that would be in the crontab that fires the postmaster script. Under Windows I have no idea, perhaps a service, or scheduled command? Kind regards, Frans Stekelenburg NetDialog Service Center +31 30 789 3636 www.netdialog.eu <http://www.netdialog.eu/> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Caspar Kennerdale Sent: woensdag 4 februari 2009 15:04 To: otrs(a)otrs.org Subject: [otrs] Change the time of fetch Hello Currently OTRS fetches mail every 10 minutes (according to the syslog) How can I change this to a shorter trime period ? Thanks Caspar ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.

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Select All function
by Caspar Kennerdale 04 Feb '09

04 Feb '09

In the queue view you chack use the check box to select multiple tickets for which you can do a bulk action. Is there a way of selecting all? Thank you ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.

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Change the time of fetch
by Caspar Kennerdale 04 Feb '09

04 Feb '09

Hello Currently OTRS fetches mail every 10 minutes (according to the syslog) How can I change this to a shorter trime period ? Thanks Caspar ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.

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One ticket with multiple categories
by Boyan Tabakov 04 Feb '09

04 Feb '09

Hello, I am setting up a new installation of OTRS 2.3.3 and am stuck with the following: Is it possible to assign several categories to a single ticket? For example I'd like to have categories mail, vhost and dns. Now if I create a free text field named category and enter these as values, I get to chose only one. An idea might be to create several free text field, e.g. category1, category2, category3 and all these to have the same set of possible values. But this seems to me as a "workaround" and not a nice solution. Besides when searching for tickets, you have to match the value with the category number. That is, if a ticket is: cat1 - mail cat2 - vhost cat3 - dns and you'd like to see all tickets that has vhost as any of the categories, that is not possible with the search form (or at least I couldn't get it working). So I ask, is there an existing feature or configuration option that allows a single ticket to be filed under several categories? Thanks! -- Blade hails you... Farewell - no words to say Beside the cross on your grave And those forever burning candles --Nightwish

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More than one reponsible
by Operacion Control 04 Feb '09

04 Feb '09

Hello, Some tickets must be solved with several user agents, so, can be assigned several user Responsible at same time to everyone give its answer? Thanks in advance. Carlos, México

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