March 2009 - otrs - OTRS mailing lists

Response to all
by Pierre Xavier 19 Mar '09

19 Mar '09

Dear Otrs users, In my ticket view, I have the possibility to compose an answer mail to respond to the people who open the ticket. What I want is to be able to compose an answer which will respond to people who opened the ticket AND people in copy of the ticket (like a "reply all" in outlook). I didn't find this option in the admin side, is it possible to do it ? Thanks a lot, Pierre

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Change state notification for Agents
by Andrew Edunov 18 Mar '09

18 Mar '09

Hi List, I need implement "Change state notification for Agents". Do somebody have any idea how can i do this? -- Best regards, Andrew Edunov

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Re: [otrs] Tickets not changing state after "Note" entries...
by L Marshall 18 Mar '09

18 Mar '09

I'd think that it is possible to modify this but what you are describing is normal behavior. To change the state the owner must create a phone call or email response. Notes, etc. doe not change the state.

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Tickets not changing state after "Note" entries...
by Tim Meader 17 Mar '09

17 Mar '09

We've implemented OTRS 2.3.4 on an Apache 2 system here in our environment. For the most part, things appear to work fine. It came to our attention this past week though, that the tickets are not automatically changing the state from "new" to "open" in response to adding a note or assigning an owner to a new ticket that comes in. Going through the config guide/documentation at otrs.org, we've checked to make sure that all the necessary module settings are properly configured. Every mentioned "NextState" entry we could find that's remotely connected to either of those two scenarios appears to be properly configured to "open". We've even gone so far as to add any pertinent lines mentioned on the docs page here (http://doc.otrs.org/2.3/en/html/c1801.html) to our Config.pm... and no dice. Tickets still are not changing state in response to actions performed in the interface. Out of curiosity, I went ahead and took a look at the mysql log on the OTRS server. When I take a look at all the queries generated during adding a note to a ticket or changing the owner of a ticket, it doesn't seem that any of the queries are "UPDATE" statements that might actually be able to change the "State" field in a ticket. Not sure if this is normal or not, but at the very least, there are certainly no SQL errors being generated in the SQL error logs or Query logs during normal usage. Likewise, there aren't any errors in the Apache logs for the server during OTRS usage. Hopefully someone on here can provide either some suggestions or insight into what is going on with our (seemingly) otherwise functioning setup. Thanks in advance. -- Timothy Meader L-3 Communications, NASA EOS Security Operations Timothy.A.Meader(a)nasa.gov (301) 614-6371

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Change state notification for Agents
by Andrew Edunov 17 Mar '09

17 Mar '09

Hi List, I need implement "Change state notification for Agents". Do somebody have any idea how can i do this? -- Best regards, Andrew Edunov

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Re: [otrs] How to enable the public/customer/agent FAQs feature?
by L Marshall 17 Mar '09

17 Mar '09

>In OTRS version 2.3.4, how do >I enable the FAQ >functionality described You likely need to install the FAQ module in the package manager. (Admin | Package Manager)

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No Permission when zoom any ticket
by Gustavo Azambuja 17 Mar '09

17 Mar '09

Hi, I make a upgrade from 2.2.4 to 2.3.4, now, when I click on 'Zoom' on a ticket in the queue I've got "No Permission!". if I try with root at localhost (admin user) work fine. I have all permission (rw) in all queues, i have this menssages in my _lock_ tickets. I try with Generic Agent (loged with my user) change the owner to myself, this change fine, but i cant Zoom in tickets. This happend with all my agents (8) i only see the details of tickets with root user. What's wrong? In logs apper: Mar 17 01:43:53 suporte OTRS-CGI-10[17703]: [Notice][Kernel::System::Ticket::Permission] Permission denied (UserID: 2 'ro' on TicketID: 144734)! PD: UserID 2 is my user id. -- Gustavo Azambuja - Linux User: 275813 http://www.twitter.com/gazambuja

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Change state notification for Agents
by Andrew Edunov 17 Mar '09

17 Mar '09

Hi List, I need implement "Change state notification for Agents". Do somebody have any idea how can i do this? -- Best regards, Andrew Edunov

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Error: Need TicketID!
by bch.sky 17 Mar '09

17 Mar '09

Hi, I'm a new user of OTRS (windows version) and I write from Italy. I have a problem with sending the tickets by customers. When a client sends the alert, the system display the following error message: /"Errore: Need TicketID!"/ /ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Mon Mar 16 12:14:06 2009 Message: Need TicketID! Traceback (2236): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.185.2.2) Line: 88 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.35) Line: 357 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.35) Line: 857 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Programmi_OTRS_OTRS_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 47 Module: (eval) (v1.41) Line: 204 Module: ModPerl::RegistryCooker::run (v1.41) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.41) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31/ Screenshot: http://s1.xzshare.com/432037357-problem_otrs.jpg I can not understand what is the problem ... I have not changed any essential parameter before the error. I hope you can help me. I'm waiting for your reply. Thank you Marco /P.S. I'm sorry for my bad English./

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default customer lang and defautl queue?
by Grzegorz Dajuk 17 Mar '09

17 Mar '09

Hello Two questions: 1) How can I change the default customer login language? Not after user-login screen, but the screen before, where every customer log-in ? 2) How set the default queue in the customer NewTicket box? Let's say that user has only one queue, and when he login to the customer panel, and click "New Ticket", there is by default dash "-". and he have to click and roll to select the default queue ascribed to him. How to make it default? -- Best Regards Grzegorz Dajuk

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