February 2009 - otrs - OTRS mailing lists

TimeReporting
by Caspar Kennerdale 26 Feb '09

26 Feb '09

Hello Could someone give me a quick overview of the time reporting module and how it works/ relates to tickets How to 'projects' 'Actions' and 'Users' relate and does this tie in with the Time Taken field at the bottom of the close ticket screen? Ideally what I want is to be able to report on the amount of time spent per customer and per ticket type by employee. Caspar Kennerdale ------------------------------------------------------------------------------------------ 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.

1 0

Re: [otrs] Open mail ticket with attachment
by francesco.simonini＠sesaspa.it 26 Feb '09

26 Feb '09

I solved by changing Config Options: Framework -> Core::Web -> WebUploadCacheModule: to FS instead of DB To anyone who will have the same problem. Thanks. Francesco. ----- Original Message ----- Da : "francesco.simonini(a)sesaspa.it" <francesco.simonini(a)sesaspa.it> A : otrs(a)otrs.org Oggetto : [otrs] Open mail ticket with attachment Data : Thu, 26 Feb 2009 11:04:55 +0100 > Hi, when I try to open a new email ticket with an > attachment different to .txt I have this error: > > ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Wed Feb > 25 16:49:21 2009 > > Message: Can't send message: 354Start mail input; end > with <CRLF>.<CRLF> > ! Enable Net::SMTP debug for more info! > > Traceback (1488): > Module: Kernel::System::Email::SMTP::Send (v1.21) Line: > 137 > Module: Kernel::System::Email::Send (v1.45) Line: 553 > Module: Kernel::System::Ticket::Article::ArticleSend > (v1.185) Line: 1831 > Module: Kernel::Modules::AgentTicketEmail::Run (v1.4) > Line: 956 > Module: Kernel::System::Web::InterfaceAgent::Run > (v1.34) Line: 824 > Module: > ModPerl::ROOT::ModPerl::Registry::C_3a_Otrs_otrs_bin_cgi_2 > dbin_index_2epl::handler (unknown version) Line: 47 > Module: (eval) (v1.87) Line: 203 > Module: ModPerl::RegistryCooker::run (v1.87) Line: 203 > Module: ModPerl::RegistryCooker::default_handler > (v1.87) Line: 169 > Module: ModPerl::Registry::handler (v1.99) Line: 30 > > The ticket is correctly open but the email is not sent. > It works only with txt files. > What could be the problem? > Thanks, regards. > > Francesco. > ---------------------------------------------------------- > ----------- 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/

1 0

hiding subject field
by Maurício Ramos 26 Feb '09

26 Feb '09

Hello list, We are configuring OTRS 2.3.4 and in the customer´s page, when clicked one of the user´s tickets, another view shows the details and messages exchanged regarding that ticket. On the bottom of the page, there are 2 fields, one for the subject and another for entering a text. What we want to do is to hide or disable the subject field in order to avoid changing of the subject after the ticket creation. Searched on the net, manuals and SYSCONFIG but could not find something on this yet. Is it possible? How it can be done? Thanks you all in advance. Mauricio.

1 0

Open mail ticket with attachment
by francesco.simonini＠sesaspa.it 26 Feb '09

26 Feb '09

Hi, when I try to open a new email ticket with an attachment different to .txt I have this error: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Wed Feb 25 16:49:21 2009 Message: Can't send message: 354Start mail input; end with <CRLF>.<CRLF> ! Enable Net::SMTP debug for more info! Traceback (1488): Module: Kernel::System::Email::SMTP::Send (v1.21) Line: 137 Module: Kernel::System::Email::Send (v1.45) Line: 553 Module: Kernel::System::Ticket::Article::ArticleSend (v1.185) Line: 1831 Module: Kernel::Modules::AgentTicketEmail::Run (v1.4) Line: 956 Module: Kernel::System::Web::InterfaceAgent::Run (v1.34) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Otrs_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 47 Module: (eval) (v1.87) Line: 203 Module: ModPerl::RegistryCooker::run (v1.87) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 The ticket is correctly open but the email is not sent. It works only with txt files. What could be the problem? Thanks, regards. Francesco.

1 0

Stat + FAQs Module + Groups
by Caspar Kennerdale 26 Feb '09

26 Feb '09

Hello I have installed the ITSM Stats module and FAQ module (according to the package manager) yet no icon is appearing at the top nor is there a group called Stats. How do I access these please? Caspar Kennerdale Deputy Web Services Director 020 7970 4680 <mailto:youremailaddress@centaur.co.uk> caspar.kennerdale(a)centaur.co.uk <http://www.centaur.co.uk/> www.centaur.co.uk ------------------------------------------------------------------------------------------ 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.

2 2

E-mails not created as Tickets
by Esben Bach 25 Feb '09

25 Feb '09

Hi All I have recently set up a new OTRS 2.2 Installation on a Debian host, and I have some problems getting email sent to our support mails into the system as tickets. I have set up a queue called support, and I have created an e-mail "support(a)domain.com" and tied it to the queue. I have setup a fetchmail cronjob to get the mails. The fetchmail is setup to get mails from an imap account from our Exchange server. Apparently this fetchmail part works fine, I can see the mail go into /var/spool/mail/otrs, but they never enter the OTRS system (not in RAW, not in the support queue). I have a very old 2.0 Setup on a different host that works fine using this method. So I am probably missing something rather simple like a procmail config or other, but I can't seem to figure out what is wrong. On the old system /var/spool/mail/otrs is empty and that's why I think it might be a procmail issue or something similar. So any guesses as to why mails don't enter the system, and any hints on log files to look at for debugging? -- Esben Bach

1 1

dtl blocks
by bis 25 Feb '09

25 Feb '09

Hi where can I find documentation about how (and where) to define dtl blocks? Thanks Bis

1 0

OTRS ITSM populating the CI
by Mario Andres Velez 25 Feb '09

25 Feb '09

Hi all, Does anyone have an sql script or pont me out where is info to upload CIs, Ive tried using the Module Import/Export, no luck.. Thanks in advance Saludos, Mario Andrés Vélez Castaño Coordinador Infraestructura Tecnológica INFORMÁTICA & TECNOLOGÍA S.A. PBX: (57 1) 592-2192 Ext. 136 URL: http://www.informatica-tecnologia.com MSN: mvelez(a)informatica-tecnologia.com P Antes de imprimir este mensaje, piensa en tú compromiso ecológico "Informática & Tecnología S.A.. TODOS LOS DERECHOS RESERVADOS. La información contenida en este mensaje son exclusivas de su autor, está prohibida la divulgación de la información a personas externas o diferentes al destinatario, y reproducir total o parcialmente este documento. La compañía no asume responsabilidad sobre las opiniones, criterios e información contenida en el. En caso de recibir este mensaje por error, le solicitamos enviarlo a la dirección de correo que se lo envió y borrarlo de sus archivos electrónicos o destruirlo."

2 2

TimeAccounting Module
by Caspar Kennerdale 25 Feb '09

25 Feb '09

Hello I have just installed the Time Accounting module and have given myself the rights within the appropriate group, however I cannot see any reference to this module from here on in. How can I access it/ use it? Thanks Caspar Kennerdale Deputy Web Services Director 020 7970 4680 <mailto:youremailaddress@centaur.co.uk> caspar.kennerdale(a)centaur.co.uk <http://www.centaur.co.uk/> www.centaur.co.uk ------------------------------------------------------------------------------------------ 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.

2 1

Attanchen: Can't run GenericAgent Job 'post' because no search attributes are used!.
by Caspar Kennerdale 25 Feb '09

25 Feb '09

Hello The following message appears in our system log, but I am not sure what is causing it. Can anyone shed any light? ------------------------------------------------------------------------------------------ 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.

1 0