August 2009 - otrs - OTRS mailing lists

[OTRS] CI import from xcel spreadsheet
by James Burk 28 Aug '09

28 Aug '09

Hello, I'm running OTRS/ITSM and trying to set up Configuration Management. We are collecting our CI attributes in a spreadsheet. Import/Export function supposedly works but I can't figure it out. Can anyone point me to a step by step instruction or provide one? Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 james.burk(a)dornc.com ----------------------------------------------------------------------------- E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. ------------------------------------------------------------------------------

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off-topic: bugs.otrs.org typo
by Lars Monsees 28 Aug '09

28 Aug '09

Hi, I already mentioned this in one bug ticket, but I guess that one hasn´t been reviewed yet. There is a small typo in the step-by-step description: 1) <fist step> IMHO there should be no fisting ;-) Lars

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Wo sind die TicketFreeTime Felder versteckt?
by Stephan Lang 28 Aug '09

28 Aug '09

Hallo Zusammen, jetz mal eine ganz bloede Frage: Wo sind die TicketFreeTime Felder damit ich bei einem Ticket eine Zeit erfassen kann? Ich finde es einfach nicht. Muss ich die erst irgendwo einschalten? Die Datenbankfelder sind vorhanden. Danke. Mit freundlichen Gruessen i.A. Stephan Lang Systembetreuung OTRS-Version: 2.4.3 (rpm) mit FAQ 1.6.4 Betriebssystem: openSUSE 10.3 ohne X Datenbank: MySQL 5.0.45 ------------------------------------------------------------------------ Bock 1 GmbH & Co. KG An der Heide 17 92353 Postbauer-Heng Sitz: Postbauer-Heng Amtsgericht Nuernberg, HRA 11 240 pers. haft. Geschaeftsfuehrer: Hermann Bock Bock 1 Verwaltungs GmbH Sitz: Postbauer-Heng Amtsgericht Nuernberg, HRB 93 10 Geschaeftsfuehrer: Harald Meyer, Klaus Stepper Diese E-Mail enthaelt moeglicherweise vertrauliche und/oder rechtlich geschuetzte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtuemlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail ist nicht gestattet. This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the material in this email is strictly forbidden.

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no new message alarm on 2.4.3
by IT easyap 28 Aug '09

28 Aug '09

Since the migration from otrs 2.2 to 2.4.2 the "New Message" alarm doesn't appear. After the upgrade to 2.4.3 the problem persists. Do you have any idea to correct this uncomfortable issue ? Thanks in advance

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Re: [otrs] DashBoard: "Can't connect to http://otrs.org/rss/ "
by Lucarelli Roberto 28 Aug '09

28 Aug '09

Now it works! It was a cache problems. Thanks. Roberto

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Can't create PID PostMasterMailbox, because it's already running (otrs.myserver.local/9461)!
by David Holder 27 Aug '09

27 Aug '09

Hi Everyone, Got this error cropping up in my log every now and again, I can confirm that my OTRS install can receive/send e-mails. Anyone got any idea what this is about? Thanks, David

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Upgrade docs regarding 2.4.2 > 2.4.3
by Mateusz Mojsiejuk 27 Aug '09

27 Aug '09

Hi fellow OTRS users Can anyone point me towards information regarding upgrade docs for ver 2.4.2 > 2.4.3 the upgrading notes released with 2.4.3 just describes the upgrade path for versions lower than 2.4.x Since it's only a patch according to the online docs, unpacking the 2.4.3 tar.gz , replacing all files, and running scripts to modify the mysql tables seems a bit overkill. Or is it the way to go? I'm running: OTRS 2.4.2, with ITSM, Debian Gnu Linux Best Regards ~M

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BulkFeatureJavaScriptAlert Missing
by Chung, Wayne (-,RAL,ESC) 27 Aug '09

27 Aug '09

Hi all, I've just gone through the process of upgrading from 2.0.4 all the way up to 2.4.3. When using bulk actions, we get 'A message should have a subject!' javascript popup. We used to be able to disable this using Ticket::Frontend::BulkFeatureJavaScriptAlert but it seems the configuration is no longer available. I can't find the configuration in SysConfig and adding $Self->{'Ticket::Frontend::BulkFeatureJavaScriptAlert'} = '0' in Config.pm has no affect. Has the option been changed to something else? Thanks, Wayne -- Scanned by iCritical.

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Linking an FAQ article to a Ticket
by Stephan Lang 27 Aug '09

27 Aug '09

Hi @all, is it possible to create a link to an FAQ article when replying to a ticket? Currently the behavior is to past the FAQ content into the reply, but when I do that I'm losing the Pictures from the FAQ article (is that a misconfiguration/bug?). Yours sincerely p.p. Stephan Lang System Administrator OTRS: 2.4.3 (rpm) and FAQ 1.6.4 OS: openSUSE 10.3 no X DB: MySQL 5.0.45 ------------------------------------------------------------------------ Bock 1 GmbH & Co. KG An der Heide 17 92353 Postbauer-Heng Sitz: Postbauer-Heng Amtsgericht Nuernberg, HRA 11 240 pers. haft. Geschaeftsfuehrer: Hermann Bock Bock 1 Verwaltungs GmbH Sitz: Postbauer-Heng Amtsgericht Nuernberg, HRB 93 10 Geschaeftsfuehrer: Harald Meyer, Klaus Stepper Diese E-Mail enthaelt moeglicherweise vertrauliche und/oder rechtlich geschuetzte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtuemlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail ist nicht gestattet. This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the material in this email is strictly forbidden.

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Sequence of notifications for e-mail ticket
by David Holder 27 Aug '09

27 Aug '09

Hi all, I have a event based notification for when a ticket has been locked by an agent, which informs the customer who is dealing with their issue. If I create a ticket using the E-mail Ticket form and assign an agent to it, the customer will receive two e-mails in this order: 1. Ticket has been assigned 2. Ticket has been created. Obviously I would like this the other way round, does anyone know how to do this? Thanks, David

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