May 2009 - otrs - OTRS mailing lists

Postmaster Mail Acc unable to POP
by Kevin K. Kamonye 14 May '09

14 May '09

Kindly someone assist. Traceback: ERROR: OTRS-CGI-01 Perl: 5.8.8 OS: linux Time: Thu May 14 12:18:04 2009 Message: POP3: Can't connect to mail.kdn.co.ke Traceback (11098): Module: Kernel::System::MailAccount::POP3::Fetch (v1.4) Line: 75 Module: Kernel::System::MailAccount::MailAccountFetch (v1.5) Line: 369 Module: Kernel::Modules::AdminMailAccount::Run (v1.5) Line: 62 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47 -- K. K. Kamonye

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pdf report has font problem
by diego.giardinetto＠zephirworks.com 14 May '09

14 May '09

Hi all, I have a problem with otrs pdf report generation. perl PDF modules seems correctly installed and configured, related fonts in otrs exist in the correct directories. But otrs create pdf report with highly spaced fonts: letter separation is very big, generating bad paged documents. Some help? Thx, Diego ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

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Ticket preview window - show first article of each ticket
by Patric 13 May '09

13 May '09

Hi All, I was wondering if there was a way to always show the first article in a ticket when you are in the queue view? The system in question is currently on OTRS 2.0.4 but will be upgraded to the latest stable version hopefully next week, so answers for both would be appreciated. Many thanks Patric

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FW: Query about FreeText in OTRS v1.3.1 and also Upgrading questions
by paul.mcilfatrick＠bt.com 13 May '09

13 May '09

>>> We have been happily using OTRS 1.3.1 on Suse 9 since 2005 and it has >>> been working flawlessly (I know v1.3.1 is very old but works the way we >>> want it so there has never been an incentive to upgrade!) . >>> >>> A feature we use is FreeText fields which we pre-fill using an sql >>> statement in a Perl script that is run when an new ticket with a keyword >>> in its subject field is automatically moved to a certain queue. >> This is interesting, can you explain how have you done it? > As I said in my original e-mail, up to now I do not have much experience > with how our OTRS works (so far I have been just a user). I have UNIX and > some MySQL experience so following my post I have started to investigate > how this works (the person who installed and configured our OTRS back in > early 2005 was a contractor and didn't document anything - he left in > 2006). > > My initial investigation shows that we have two Perl scripts in the > /opt/otrs/CustomCode directory called NewStarts.pl and Leavers.pl which > are run when a ticket arrives for someone new joining our office and the > other is run when a ticket arrives for someone leaving. These scripts > fill in the free text fields differently depending on the Newstart or > Leave text string in the e-mail subject field (I have listed both Perl > scripts at the end of this e-mail). > > Searching the dump of the otrs database show that Leavers.pl is found once: > > INSERT INTO generic_agent_jobs VALUES ('Move Leavers from Incoming', > 'NewCMD','/opt/otrs/CustomCode/Leavers.pl'); > > > It may take me some time but if I find out how this all works then I > will let you know. This morning I found out how this all works in our OTRS system. In the Admin-Area the System Log showed that GenericAgent jobs were being run every 10 minutes with names such as 'New Start' and 'Leavers'. The OTRS manual mentioned that the GenericAgent can have jobs set up user the webpage. In Admin-Area I clicked on GenericAgent and this listed each of jobs. Editing the GenericAgent 'Leavers' job showed how often it had been set to be run, what string must be in the subject field, what queue the ticket is to be moved to, what CMD is to be run, etc. The CMD field has /opt/otrs/CustomCode/Leavers.pl in it. So every 10 minutes when the following OTRS cron job is run: */10 * * * * $HOME/bin/GenericAgent.pl -c db >> /dev/null any tickets with the 'Leavers' string in its subject field will be moved to our Leavers queue and the Perl script will be run which will fill in the free text fields for this ticket. Hope this is of some help. Regards Paul McIlfatrick The original NewStarts.pl file - I have now added extra free text fields so that all 8 are used. NewStarts.pl ============ #!/usr/bin/perl -w use DBI; $TicketNumber = $ARGV[0]; # $TicketID = $ARGV[1]; $dbh = DBI->connect("dbi:mysql:otrs:otrs.<domain>", "<user>", "<password>"); $contents = ""; $emailText="Not Done"; $phoneText="Not Done - NU"; $assetText="Not Done"; $pcText="Not Done"; # Get contents from submitted new start form $sql = "SELECT article.a_body FROM article,ticket WHERE ticket.id = article.ticket_id AND article.article_type_id = 1 AND article.a_subject LIKE 'New User%' AND ticket.tn = $TicketNumber"; $sth = $dbh->prepare($sql); $sth->execute(); @row = $sth->fetchrow_array; $contents = $row[0]; $sth->finish; # search for "Location: Off Shore" and change emailText @lines = split(/\n/,$contents); foreach my $line_val (@lines){ if ($line_val =~ m/^Location:/i && $line_val =~ m/Off Shore/i){ $emailText="Done - N/A OS"; $phoneText="Done - N/A OS"; $assetText="Done - N/A OS"; $pcText="Done - N/A OS"; } elsif ($line_val =~ m/^User Start Date:.*/i && $pcText !~ /^Done.*/){ $line_val =~ s/User Start Date://; $line_val =~ s/[^0-9\/]//g; if ($line_val !~ m/\d\d\/\d\d\/\d\d*/){ $line_val=""; } $pcText = "Not Done - $line_val"; } } $sql = "update ticket set freekey1='EMail', freetext1='$emailText', freekey2='Phone', freetext2='$phoneText', freekey3='Assets', freetext3='$assetText', freekey4='PC', freetext4='$pcText' WHERE tn='$TicketNumber'"; $sth = $dbh->prepare($sql); $sth->execute || die "Could not execute SQL statement ... maybe invalid?"; $dbh->disconnect; The original Leavers.pl file - I have now added extra free text fields so that all 8 are used. Leavers.pl ========== #!/usr/bin/perl -w use DBI; $TicketNumber = $ARGV[0]; # $TicketID = $ARGV[1]; $dbh = DBI->connect("dbi:mysql:otrs:otrs.<domain>", "<user>", "<password>"); $sql = "update ticket set freekey1='EMail', freetext1='Not Done', freekey2='Phone', freetext2='Not Done - LE', freekey3='Assets', freetext3='Not Done', freekey4='PC', freetext4='Not Done' WHERE tn='$TicketNumber'"; $sth = $dbh->prepare($sql); $sth->execute || die "Could not execute SQL statement ... maybe invalid?";

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Chinese characters displayed as garbage
by Arlene Wu 13 May '09

13 May '09

Hi, I have some tickets from our clients, which are in Chinese. I guess they are using GB2312 encoding or something like that. In both notification email and zoom view of OTRS, those contents are always displayed as garbage no matter what encoding is applied. But I can view them by opening the HTML-Attachment. Is that a bug of OTRS, or any setting for this? Thanks a lot, Arlene

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Changing the 'age' of a ticket
by Jeremy Adams 13 May '09

13 May '09

We are using OTRS to run out Information Technology helpdesk. Part of the IT department is a functional group known as 'Media Distribution', their duties include making deliveries of AV/Media equipment to campus locations. The lead on that group has asked if there is a way to make the tickets in their queue show in order of the request, not the order in which it was received. For instance, a request may come in today for a deliver in one month, then another come in tomorrow for a delivery in one week. Because otrs orders the tickets on a first come, first serve basis, these tickets are in the incorrect order -- the second tkt is due before the first. any suggestions? Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

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Customizing Customer Info Table Column
by Lee karfai 13 May '09

13 May '09

I found that when you zoom into a ticket, on the right side, you will had a column that displaying: Customer Info: Firstname: Lastname: Username: Email: This column also same as the one when you click on "Phone Ticket" on top of the navigation bar. When you type in the customer's name in the From: field, and clicked search, you get the information displayed on the right side: Customer Info: I also did found that this column template is located in: /opt/otrs/Kernel/Output/HTML/Standard/AgentCustomerTableView.tpl I wished to add the `comment` field whereby this field is original held in otrs. Located in table: customer_company. Field: `comments`. Of course, this customer must match with the company with the same customerID. The output will be something like: Customer Info: Firstname: Lastname: Username: Email: Company Comment: <The company description...> Best Regard, Kent Lee

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Unwanted unlock of tikcet ?
by Patrik Forsberg 12 May '09

12 May '09

When an agent searches for a ticket and opens a ticket that is currently "soved" aka. locked it seem to unlock the ticket and open it again ? This is.. unwanted but I can't figure out how to disable this feature ? --- Patrik Forsberg

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How to create a report on time used
by Olli Aro 12 May '09

12 May '09

Hi all, Does anyone know how I can compile a list of fix time used to fix tickets for all tickets in a single queue? I use field "Time units (work units)" in order to record time for every ticket, but now it would be useful to be able to see somehow the sum of time for all tickets. Regards, Olli

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Query about FreeText in OTRS v1.3.1 and also Upgrading questions
by paul.mcilfatrick＠bt.com 12 May '09

12 May '09

> We have been happily using OTRS 1.3.1 on Suse 9 since 2005 and it has > been working flawlessly (I know v1.3.1 is very old but works the way > we want it so there has never been an incentive to upgrade!) . > > A feature we use is FreeText fields which we pre-fill using an sql > statement in a Perl script that is run when an new ticket with a > keyword in its subject field is automatically moved to a certain > queue. > > With OTRS 1.3.1 we can have up 8 FreeText fields and when you zoom in > on a ticket all these are displayed on the right of the window. > However, when you click on the 'Free Text' option only 4 FreeText > fields are presented for editing! > > I am sure this has been fixed in a later version of OTRS but is it > something easily fixed in the present version by editing a file/files? > > > This brings me to thinking about upgrading as our system is old but we > only have our working system and we have no backup system that I can > test a upgrade on. Also, I have inherited the OTRS system so I do not > know much about it. > > > Question: > > From reading the various documents it seems that the process of > upgrading OTRS must be done in steps. Am I correct in that I cannot go > from version 1.3.1 straight to the present version but must do it in > steps. If I am correct, what steps must be taken to get up to the > current version of OTRS? > > > Question: > > Reading the UPGRADING file that came with version 1.3.1 (I see that it > is present in every subsequent release) one of its points says "Backup > everything (database, Kernel/Config.pm, Kernel/Config/GenericAgent.pm, > var/*)". > > I can backup the files and directories mentioned but is there any > documentation of how to backup the MySQL database as I have little > experience with it? > > > Thanks > > > Paul >

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