June 2009 - otrs - OTRS mailing lists

OTRS Report Generation Issue
by srivathsa visweswaraiah 19 Jun '09

19 Jun '09

Hi, I am facing issue while generating Graph report from OTRS. I am Able to configure the report from all the steps 1 to 4 , while running the report I am getting "Internal Server error 500" on my browser and in Apache error log file I am getting the following error. *[Fri Jun 19 14:43:59 2009] [error] [client 10.209.40.33] [Fri Jun 19 14:43:59 2009] index.pl: Subroutine GD::Image::filledRectangle redefined at /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/GD.pm line 99., referer: http://Helpdesk.mysite.com/otrs/index.pl?Action=AgentStats&Subaction=View&S… * *[Fri Jun 19 14:43:59 2009] [error] [client 10.209.40.33] /usr/bin/perl: symbol lookup error: /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/GD/GD.so: undefined symbol: gdImagePngPtr, referer: **http://Helpdesk.mysite.com/otrs/index.pl** ?Action=AgentStats&Subaction=View&StatID=7 * ** OTRS Version : 2.3.3 Perl Version : 5.8.5 Perl-GD Version : 2.41 (Compiled with png, jpeg, pthreads and freetext) Apache Version : 2.0.52 Can someone suggest me what are the pre-requisites to get graph on browser. Thanks. Vathsa

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Change time interval for OTRS to check external email account for emails
by Jack Blalock 19 Jun '09

19 Jun '09

Hello all To find out how I could change the time interval OTRS uses to check an external account for email, I did an online search found a reference to a default setting for this to be 10 minutes and this seems to be correct with how it seems to be happening in my OTRS system. Note: the online references I found were pop3 polling Based on what I found on the web I went into the "SysConfig" within "Misc", did a search for IMAP which brought up "Core:Postmaster". In this I I see a entry/setting for "PostmasterReconnectMessage:" The configurable setting in here was defaulted to 20 (and not ten). I changed it to 1 even though the description of this setting was "The "bin/PostMasterMailaccount.pl" will reconnect to POP3/POP3S/IMAP/IMAPS host after the specified count of messages. This did not seem to be what I wanted to do according to the description (I'm not looking to change by message count), but based on what I found this seemed to be where people were being pointed to with regards to changing time the interval.................or maybe I just misunderstood what I found?? After the change from 20 to 1 and selecting the "Update" button, I sent some test emails and it still took about 10 minutes before the emails showed up as tickets in OTRS. So the question is, in OTRS how do I change the time interval that OTRS uses to check an external Google Apps account for emails via IMAPS to be pulled into the OTRS system. Is this something I need to instead look into changing in fetchmail, if so please provide details (I'm very new to OTRS and Linux/Unix)? -- Thanks Jack Blalock

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HTML-Link in TicketValue?
by Roland Wolters 19 Jun '09

19 Jun '09

Hi there, we do use the TicketKey/TicketValue possibilities in otrs (Config.pm) quite a lot to add further static information to the tickets. Now the idea turned up to add even more information via static links. For example: 'X-OTRS-TicketKey1' => 'Responsible internally:', 'X-OTRS-TicketValue1' => 'John Doe', 'X-OTRS-TicketKey2' => 'Detailed Customer Info:', 'X-OTRS-TicketValue2' => 'http://www.mycompany.com/ThisCustomer', The problem is now: if the link is entered as above, it is shortened in the otrs display/ticket zoom: http://www.mycompany.com/[..] If I change the value to a html hyperlink, <a href=""..., the hyperlink is not interpreted, but the otrs ticket zoom really displays the characters: <a href="http://www.myco[...] Is there a way to tell otrs to display the TicketValue as a link or at least to interprete the html code given in that field? Best regards, Roland -- Roland Wolters Tel.: +49 (0) 21 61 / 46 43-181 Mobil: +49 (0) 160 / 74 52 624 pgp fingerprint: D2DE 4612 9C7D 7B7A 420D 84A8 E900 29F9 C16C 2283 credativ GmbH, HRB Mönchengladbach 12080 Hohenzollernstr. 133, 41061 Mönchengladbach Geschäftsführung: Dr. Michael Meskes, Jörg Folz

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disable Pending date field
by samuel THOMAS 19 Jun '09

19 Jun '09

Hi, How to disable the Pending date in the page to add Note, I want to have the same fields that in the demo : http://demo.otrs.org/otrs/index.pl?Action=AgentTicketNote&TicketID=116827 But I have three fields more ("Pending date", "state" and "priority"), how to disable them ? I have change something in sysconfig, but I've forget what :( Thank you, Samuel.

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how to merge two OTRS system to one
by Jeffery Chen Fan 19 Jun '09

19 Jun '09

Dear OTRS uers, how to merge two OTRS system to one . i have two running OTRS, and now i want merge the two instance to one. and do not want to lose all ticket. how to Archie this? -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

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OTRS question
by rajaa Jlil 19 Jun '09

19 Jun '09

hello, I want to ask how can i change the address system of OTRS, I tried to change it at " electronic adress " but I think that I have to put the password. the problem is that I don't know where have i put it to work. thx and sorry for my english i'm from MOROCCO -JLIL Rajaa- ESG-Casablanca tél : 0665 78 86 49 _________________________________________________________________ Découvrez toutes les possibilités de communication avec vos proches http://www.microsoft.com/windows/windowslive/default.aspx

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Tickets Closed
by itil fesoria 19 Jun '09

19 Jun '09

Hi,How the system can send an email to de admin when a ticket is closed? I need to send a notification. I'll tried with the generic agent, but i don't get it. Thanks

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do not reply to customer_user email only receipient
by Daniel Tangen - Trigcom AS 19 Jun '09

19 Jun '09

Hi, Anybody know how when replying on a ticket how to remove that reply goes both to the reciepient of the ticket and the customer_user email address? I only want the ticket to go to the recipient, not the customer_user email. Thanks! Vennlig hilsen / Best regards Daniel Tangen IT Associate / Blackberry Technical Consultant Mob.: +47 48 40 00 14 dt(a)trigcom.no www.trigcom.no Trigcom AS Kronprinsesse Märthas plass 1 Po-box 1391 Vika N-0114 Oslo Norway ------------------------------- Sent from my BlackBerry® smartphone provided by Trigcom - www.trigcom.no

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notify customer on agent followup
by samuel THOMAS 18 Jun '09

18 Jun '09

Hello, I need to notify customers when an agent make a follow up on his ticket. How can i do this please ? Thank you, Samuel

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ACL is it Possible?
by yevgeniy.kolesnyk＠obi.ua 18 Jun '09

18 Jun '09

Hello all, I have several customers with the same ID, to let them view each other ticket, but becouse all ticket are in one queue they have the same permissions for them. So one customer can close other's tickets. The question is: is it possible to let customer close only theirs own tickets? PS: I suppose it is ACL task. And other question: is it possible to restrict customers from creating tickets in particular queue but let them note and close it? Thanks in advance! -- IMPORTANT NOTICE: This email is confidential, may be legally privileged, and is for the intended recipient only. Access, disclosure, copying, distribution, or reliance on any of it by anyone else is prohibited and may be a criminal offence. Please delete if obtained in error and email confirmation to the sender.

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