April 2009 - otrs - OTRS mailing lists

how to change ticketType from problem to problem::knowError
by Jeffery Chen Fan 17 Apr '09

17 Apr '09

All OTRS users. when i implement problem management process, i need to change ticketType from problem to problem::knowError. How to do this,,, -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

2 2

bulk change (pending time)
by Frans Stekelenburg 16 Apr '09

16 Apr '09

Hi, It appears that the bulk feature still is a bit a underdeveloped child of this fine product. The following features I would expect to find (amazing it still is not a FAQ ;-)) but am not able to do: - Bulk change 'Pending Time'. I can bulk change to state Pending, but this is little helpful without the ability to actual pend into the future - Frontend::Agent::Ticket::ViewBulk - it is missing I think, unlike for other screens. And that is a pity. It would be very helpful to be able to adjust the fields for this screen as well (like for point 1) - And of course the select all tickets at once (a grease monkey workaround exists for firefox) I have searched the lists, but besides similar questions asked before, not found useful info. If anybody has made some changes to his OTRS instance for Bulk function, especially the first one, I would be happy to share details!! Much obliged, gr, Frans

2 1

Calendar definition
by Aysel Pamuk 16 Apr '09

16 Apr '09

Hello, I have updated calendar definitions from Core::Time::Calendar1 <http://10.0.2.40/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&Sys ConfigSubGroup=Core::Time::Calendar1&SysConfigGroup=Framework> Where is Calendar information kept? I could not find in the database. I think it is written to a file. Which file is it? Regards, Aysel

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Customer Notifications New Ticket/Closed Ticket
by Le machito 16 Apr '09

16 Apr '09

Hi all, Our OTRS is accessed only by agents, the customers send emails and the call center distribute this request to the different queues. I am looking to add a Customer Notification (By email) to say: 1) Your new request have the ticket number xxx, etc etc 2) Your ticket xxx is closed. Thanks etc etc I don't want to use the option "change status" because I am interested only in this 2 solutions. (New Ticket-Closed Ticket) Do you know where can I configure it? Thanks in advance Raoul

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Company infos in ticket view
by Marc Lecocq 16 Apr '09

16 Apr '09

Hi, I would like to add some custom company infos and display it in ticket view (colum right side). (for example, an url link to our sharepoint). How can I add some customized fields in databases and display it ? And how to display the company infos already in standard OTRS database (address, name, url, .)? Thanks,

1 0

OTRS::CiCS
by Frans Stekelenburg 16 Apr '09

16 Apr '09

Hi, The OTRS::CiCS module(s) seems to have pretty handy extensions to standard OTS functionality (which I think should end up in the mean stream OTRS code). https://support.cape-it.de/helpdesk/public.pl?Action=PublicFAQ&ItemID=8 Does anybody has experience with these modules? Pro's-con's of using them? gr, Frans

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Company infos display
by Marc Lecocq 16 Apr '09

16 Apr '09

Hi, I would like to have on right side in ticket view some infos about user's company (phone, adress and a link to another file (sharepoint with company general infos, for example). How can I do ? Thanks

1 0

SMTP error
by Emily Flynn 15 Apr '09

15 Apr '09

Hi, I'm setting up OTRS with a system email account that is a lotus account. I'm quite sure I have the right settings in place in the sendmail module, but when I try to send a mail using the admin notification tool, I keep on getting this error. Does anyone have any suggestions on what I should do? Thanks Emily Error: SMTP authentication failed: 500Command unknown: 'AUTH'! Enable Net::SMTP debug f[..] Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Wed Apr 15 14:24:10 2009 Message: SMTP authentication failed: 500Command unknown: 'AUTH'! Enable Net::SMTP debug for more info! Traceback (3728): Module: Kernel::System::Email::SMTP::Send (v1.21.2.2) Line: 102 Module: Kernel::System::Email::Send (v1.45) Line: 553 Module: Kernel::Modules::AdminEmail::Run (v1.29) Line: 111 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 50 Module: (eval) (v1.87) Line: 204 Module: ModPerl::RegistryCooker::run (v1.87) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ----- Forwarded by Emily Flynn/ZB/Ireland/Zurich on 15/04/2009 14:21 ----- Emily Flynn/ZB/Ireland/Zurich 14/04/2009 15:16 To otrs(a)otrs.org cc Subject Lotus SendmailModule settings Hi, I'm trying to figure out how to configure OTRS with a Lotus mail account - I've set it up before with standard mail (e.g. Outlook), but I'm not sure how to enter Lotus settings.. what format should I enter in the following boxes?: SendmailModule::Host SendmailModule:AuthUser Thanks a million Kind Regards, Emily

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Generating customized reports
by Roshan R Hegde 15 Apr '09

15 Apr '09

How can i generate a custom report or a custom excel page in OTRS? -- With Regards Roshan R Hegde

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OTRS Warning messages
by sumeet jain 15 Apr '09

15 Apr '09

Hello Everyone, I have been getting this warning message in Linux System messages continuously and even in error messages of OTRS. Its flodding every second such messages. I have not been able to figure out the exact cause of this. Would be thankful if anyone has any idea over this. internal OTRS-CGI-10[32019]: [Notice][Kernel::System::User::GetUserData] Panic! No UserData for user id: '1'!!! Warm Regards, Sumeet C Jain

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