June 2009 - otrs - OTRS mailing lists

Custom fields: multicompany users
by Juan Ferreyra 23 Jun '09

23 Jun '09

Hi, I need to create a new field: The /"institution"/ of the customer user. Our customers users can work in more than one /institution,/ so we need to specify that list in the creation, by selecting them from an /"available institutions"/ list. Then, when the customer user is creating a new ticket, if he is related to more than one /institution,/ some combo should appear and he should specify the /institution/ that ticket is related with. Is there an easy way to add that feature without changing too much code? Maybe there is a way to define customer_companies/users/customer_users relations to cover this requirement. Juan Ferreyra

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sysconfig run slowly
by Karlos Jelez 23 Jun '09

23 Jun '09

Hi List, Recently upgrade my OTRS from 2.3.1 to 2.3.4 and I did change my box (a failure hardware). I have identical hardware and apache/perl configuration. All runs excellent except sysconfig. When I go to sysconfig to set up any item, response takes til 2 minutos. When I save the changes, response takes til 2 minutes again. Any ideas about how to to solve this issue? Thanks in advance. Karlos.

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Adding the Services field to the close tab?
by Cynthia Kwan 22 Jun '09

22 Jun '09

Dear all, I would like to add the services field and the sub-categories of the services field to the close tab. Does anyone know where/how to do this? Thanks in advance for your advice. Cindy Kwan IT Group UPenn

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OTRS on Linux with MSSQL
by Russell McConnachie 22 Jun '09

22 Jun '09

Hello: Has anyone successfully implemented a deployment of OTRS 2.3.4 or 2.4 on a Linux based system using MSSQL as the database backend? Currently my environment is setup as follows: Perl 5.8.8 (with all required CPAN modules) FreeTDS 0.82 (TDS Version 8.0) UnixODBC 2.2.11 OTRS 2.3.4 & OTRS 2.4.0 Running under Apache 2.2 with mod_perl2. The problem I am running into is that the connection to my MSSQL database drops after each query. I am figuring that the FreeTDS or UnixODBC client is not keeping the connection persistent which is why the login to OTRS is failing. If anyone has some insight or has seen this problem before, I would appreciate to hear any suggestions. Thanks.

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LDAP update?
by Emily Flynn 22 Jun '09

22 Jun '09

Hello, I have our OTRS customers authenticating by LDAP. I changed my WIndows password earlier today, and now I can't log in with either my new or my old. I have restarted OTRS services. Any suggestions on what I should do? Thanks Kind Regards, Emily Flynn

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multivalue values from ldap connection
by Markus Nagel 22 Jun '09

22 Jun '09

Hello list, does anyone have experience in getting parts of a multivalue field from MS AD in an ldap-customer backend? When I map it in normal way in Config.PM, I only get the first value of the multivalue field. Thanks in advance Markus Nagel

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Implementing FAQ fields into OTRS Ticket
by Eureka63 Bis 22 Jun '09

22 Jun '09

I'm checking OTRS and I found very useful the FAQ view where content is displayed by using three fields: symptom, problem and solution. I'd love to implement the above fields into each OTRS Ticket as additional fields an agent can fill and edit freely. In this way, in a blink, any agent can understand a ticket without to read tens of exchanged emails with the submitting customer and the other technicians involved in the internal notes. I tried FreeText fields but they seems not appropriated to contain medium size texts. Which is the best way to do that? Best regards

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Priority on customer or agent replies - default to current priority level
by J 22 Jun '09

22 Jun '09

Using V2.3 I have found that if a response is sent to a customer, on the reply screen the 'Priority' dropdown is set to the top priority in the list regardless of the original/current priority. The problem with this is that if a customer neglects to change the priority back to what the original priority level was, the priority for the whole ticket is changed. In our case it changes to "No response required" as that is at the top of the list. Is there a way to default the priority to whatever its current priority level is? That way it should only change if a customer or agent has forcibly done so. Thanks and regards J

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Access to many Queues but notifications of only some Queues
by J 21 Jun '09

21 Jun '09

Hi All I am new to OTRS and have just spent the day configuring it. Once I had my head around the terminology it looks like an excellent product. A big thanks to all who have contributed. I have created an agent/user that I would like to have full capabilities of seeing queues and responding for 10 queues. However, of those I only want that agent to receive notifications for the 2 queues that pertain specifically to him. Similarly user2 for a different few queues. In the User<>Groups, the Agent has pretty much everything ticked. I cannot see how to do this differentiation for notifications. Could someone please advise? Thanks and regards J

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OTRS Memory Leak Mod_Perl Crashes
by Brent Charles 20 Jun '09

20 Jun '09

Hello, I am currently running OTRS 2.2.7 on a Windows 2k3 machine using mod_perl /2.0.3 with Perl/v5.8.8 on apache/2.2.9 We have seen issues with a memory leak that eventually leads to the following error accompanied by an apache crash/restart. At the time of the crash apache will be using apx. 1GB of memory. [Tue Jun 16 13:03:13 2009] [notice] Parent: child process exited with status 3221225477 -- Restarting. Occasionally the process will crash without reaching "critical mass" on memory usage. In these cases we see the following errors: [Tue Jun 16 13:02:14 2009] RegistryCooker.pm: Free to wrong pool 3ef32c8 not 179511c8 at D:/OTRS/Perl/lib/constant.pm line -1. [Tue Jun 16 13:03:13 2009] [notice] Parent: child process exited with status 3221225477 -- Restarting. Any thoughts? Thanks, Brent C.

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