June 2009 - otrs - OTRS mailing lists

Your opinion about configuration ?
by jaubert＠26.cerfrance.fr 24 Jun '09

24 Jun '09

Hi everybody, I need to produce stat from OTRS like this : number of ticket by queue and tech' by year (and order by tech'). At this moment, i configured otrs like this : Each queue is a category of software or hardware. For example, there is a queue for Microsoft Office 2003, one for OpenOffice, another for an account software version XX, etc. I know how to produce stat that count number of ticket for a given period but I don't have tech ! Best regards Jerome

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FAQ module 1.5.4
by Marchesi Mario 24 Jun '09

24 Jun '09

Dear all, I'm using OTRS 2.4.0 Beta3, when I try to load FAQ 1.5.4 package Package Manager fails with the following error Message: Sorry, can't install/upgrade package, because the framework version required by the package (2.3.x;) does not match your Framework (2.4.0 beta3)! Please someone can tell me if FAQ module is supported on OTRS 2.4.0 ? Thank you in advace for your help Regards Mario Internet Email Confidentiality Footer ----------------------------------------------------------------------------------------------------- La presente comunicazione, con le informazioni in essa contenute e ogni documento o file allegato, e' rivolta unicamente alla/e persona/e cui e' indirizzata ed alle altre da questa autorizzata/e a riceverla. Se non siete i destinatari/autorizzati siete avvisati che qualsiasi azione, copia, comunicazione, divulgazione o simili basate sul contenuto di tali informazioni e' vietata e potrebbe essere contro la legge (art. 616 C.P., D.Lgs n. 196/2003 Codice in materia di protezione dei dati personali). Se avete ricevuto questa comunicazione per errore, vi preghiamo di darne immediata notizia al mittente e di distruggere il messaggio originale e ogni file allegato senza farne copia alcuna o riprodurne in alcun modo il contenuto. This e-mail and its attachments are intended for the addressee(s) only and are confidential and/or may contain legally privileged information. If you have received this message by mistake or are not one of the addressees above, you may take no action based on it, and you may not copy or show it to anyone; please reply to this e-mail and point out the error which has occurred. -----------------------------------------------------------------------------------------------------

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receiving mail whit otrs
by fatemeh hassani 24 Jun '09

24 Jun '09

Hello every body I had problem with post master mail account in otrs 2.3.3 recently and I can't receive my email in otrs queue(however I can send email with otrs). now I install otrs 2.3.4 win 32, I install it in my windows 2003 server. I use kerio mail server and create a domain (mydomain) and 2 users (admin,hassani) I run my otrs system as admin and click on admin button and then sysconfig in core window I set "AdminEmail" element with "admin@mydomain" but when I submit the page it doesn't change my "AdminEmail" with my email address and it has it's default address. And in my log file I don't receive any messages. and so when I want to add new user and set user EmailAddress element with hassani(a)mydomain.com I receive 2 errors in my log file: [Kernel::System::CheckItem::CheckEmail][161] DNS problem: Unknown error [Kernel::System::User::UserAdd][263] Email address (hassani(a)mydomain.com) not valid (invalid hassani(a)mydomain.com (DNS problem: Unknown error)! )! but when in sysconfig core window I set "CheckMXRecord" element with "No" then I can add my user with hassani(a)mydomain.com and don't receive any error. and other question: what is "FQDN","CheckMXRecord","CheckMXRecord::Nameserver" elements in core window and if I use mail server on my local system, with what value I must set these elements? Thanks.

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Tickets not showing up in "My Queues" and Notifications to Email not happening
by J 24 Jun '09

24 Jun '09

Using OTRS 2.3.4 I have tickets being created that I cannot seem to get email notifications of and the tickets do not show up in My Queues. I have set the agent to have every box ticked in the Users<>Groups part of gui. Queues are assigned to groups as above. Sending an 'Admin Notification' Email from the GUI to the user works. In the 'Tickets' area of the GUI when a new ticket comes in, eg E-Mail Queue, it shows up under the queue name in the 'Queues:' line. 3 in below example. However, it does not show up in the 'My Queues' are, (1) below. Queues: *My Queues (1) </otrs/index.pl?Action=AgentTicketQueue&QueueID=0>* - Critical_Outage (1) </otrs/index.pl?Action=AgentTicketQueue&QueueID=17> - Development (1) </otrs/index.pl?Action=AgentTicketQueue&QueueID=20> - E-Mail (3) </otrs/index.pl?Action=AgentTicketQueue&QueueID=8> - test (1) </otrs/index.pl?Action=AgentTicketQueue&QueueID=21> In Preferences under 'My Queues' for the Agent, all queues are showing in that section. Pressing the Update button does not seem to change anything. In Preferences - Mail Management, All questions are set to 'Yes' Yet, the tickets are not showing up in the 'My Queues' area directly, Not showing up as a 'New Message' in top right of agent screen, and Not sending a notification email to the agent. It seems illogical to me. Can anyone please let me know what I am probably missing or advise some trouble shooting steps to resolve. Thanks and regards J

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customer user´s list pagination
by Pablo Graterol 23 Jun '09

23 Jun '09

Hi, we´re using OTRS(2.2.7)::ITSM(1.1.2) we have around two thousands costomer users. We´re facing the problem, however, that there is no pagination for the customer user´s list and we need to assign different set of services to customer sets. Any idea about how to solve this situation? thanks in advance, -- -Pablo

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No SCALAR param in Bind!
by Patrick Schiess 23 Jun '09

23 Jun '09

hi, maybe someone of you guys will help me on this case, as i did a search on the whole internet and could spot anyone having the same problem as i have. well, since we use OTRS on a productive manner i can find over and over again this kind of error in the logs: [Tue Jun 23 16:39:17 2009][Error][Kernel::System::User::GetUserData][164] No SCALAR param in Bind! well, actually everything works pretty good... however we experience sometimes some strange DB behaviour that could only be resolved with a restart of the OTRS/apache service... and since i figured out, that this "no scalar param in bind" can be found in the DB.pm file, i am not sure if there is maybe a coincidence... here is our system overview: windows 2003 mssql 2008 apache 2.2.10 perl 5.10.0.1004 mod_perl 2.0.4 otrs 2.3.4 thanks a lot for every hint that might solve this issue. regards, patrick.

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Adding the TicketType-field to Answers
by Markus Nagel 23 Jun '09

23 Jun '09

Hello list, similar to the post "Adding the Services field to the close tab?", we'd like to get the possibility to change the Ticket Type by answering Tickets. We've already realized it in creating notes, but it would be great to change the type in one step by creating an answer and changing the type. I cannot find such entry at Ticket -> Frontend::Agent::Ticket::ViewCompose Do I look at the wrong place? Any hints would be great Using OTRS 2.3.3 with ITSM 1.2.2 Thanks in advance Markus Nagel

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OTRS does not handle message from the customer whose name contains diacritical marks
by Tibor Hirner 23 Jun '09

23 Jun '09

Dear all, here is a step-by-step description of our problem, in example. A customer sends an e-mail message to a mailbox dedicated for OTRS. If a customer´s name and a customer´s email address do not contain diacritics, OTRS works absolutely correctly and everything goes fine. Fortunately, once the customer´s name or email address contains diacritical marks, this e-mail message is the last one which is delivered to OTRS. No other message comes in OTRS since this moment. A big trouble. All delivered messages stay frozen in mailbox since now. What happens next? OTRS starts to create new and new tickets from this last handled customer´s message periodically. These new tickets contain the same subject and content. In our case, the new ticket copy is created each 60 minutes. Our OTRS SysLog shows following records: notice OTRS-PMAccount-10 New Ticket [2009062210000011/...] created (TicketID=162... error OTRS-CGI-10 No plain article (article id ...) in database! notice OTRS-PMAccount-10 Can't create PID PostMasterMailbox, because it's already running (otrs.xxx.xxx.sk/24033)! These records are created in the moment when the e-mail message comes in OTRS. After 1 hour our OTRS SysLog shows following records: notice OTRS-PMAccount-10 Removed PID (PostMasterMailbox/ otrs.xxx.xxx.sk/24033, because 1 hour old! notice OTRS-PMAccount-10 New Ticket [2009062210000029/...] created (TicketID=163... as a copy of previous TicketID=162 notice OTRS-PMAccount-10 Can't create PID PostMasterMailbox, because it's already running (otrs.xxx.xxx.sk/24287)! you can see that PID has been changed here These records are shown in SysLog every 60 minutes. If we delete the e-mail message (where the customer´s name contains diacritical marks) from the mailserver, all waiting messages are transferred to OTRS correctly. And since this moment OTRS works correctly (until a message from the customer whose name contains diacritical marks is received). Then all, described here, happens again. Could anyone from you help us with any idea, please? I truly appreciate any kind of your assistance much. Thanks. Sincerely, Tibor.

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sending tickets
by imen sahnoun 23 Jun '09

23 Jun '09

I want to test ticket management system on OTRS. So I create a new ticket: admin --> Ticket --> Email-Ticket in "To:" field, I put my Email address and I send mail. But I don't receive any ticket!!

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use postmaster mail account
by fatemeh hassani 23 Jun '09

23 Jun '09

Hello every body. I install OTRS 2.3.3 win32 on my windows server 2003, and I use Email services in windows components, I create domain name and add mail box. I can send mail with otrs but I can't fetch my mail box to my otrs queue Excuse for my bad English.

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