August 2009 - otrs - OTRS mailing lists

HTML inline image after upgrade
by Bastien Leblanc 26 Aug '09

26 Aug '09

Hi, HTML inline image work great in otrs 2.4. But is there any easy solution to have inline images on tickets opened before upgrade? The html is rendered correctly except for inline images for a working inline image it is: http://HOSTNAME/otrs/index.pl?Action=AgentTicketAttachment&Subaction=HTMLVi… but for not working ones it is: http://otrsdev.erp.sncf.fr/otrs/image001.jpg@01CA0A15.B0FFB720 Error_log show: [Wed Aug 26 08:50:17 2009] [error] [client x.x.x.x] script not found or unable to stat: /applis/OTRSDEV/otrsdev/bin/cgi-bin/image001.jpg(a)01CA0A15.B0FFB720 That\'s not mandatory, just a nice to have! Bastien.

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Upgrade 2.4 : missing ViewAll tickets in queue view
by Bastien Leblanc 26 Aug '09

26 Aug '09

Hi all, After the upgrade in 2.4.3 (from 2.3.3), there aren\'t any possiblity to view all tickets in queue view. What our users were used to is to have on top of the queue view, for example: Tickets available: 9 - All tickets: 17 And when clicking on \"All tickets\" we could see locked tickets. But now in otrs 2.4, we have only (example) Tickets: 1-14 of 14 but no \"All Tickets\" link. Is there any config option to activate? Why does this feature got disabled? We use that to be able to monitor all tickets in our queues even if they are \"locked\" = \"worked on\" by other agents Thanks a lot. Bastien.

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Notify all agents about a locked ticket
by Alexandre de Arruda Paes 26 Aug '09

26 Aug '09

Hi, How can I notify all agents from a queue when an agent lock a ticket ??? Something like: AGENT <foo> locked Ticket #123 Thanks for any help. Best regards, Alexandre P.S.: For developers: OTRS is an awesome piece of software. Congratulations!

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2 questions about priority ORDER
by IT easyap 25 Aug '09

25 Aug '09

We want to make changes in the otrs priorities adding priorities from 6 to 9 (already done). mysql> SELECT id,name FROM ticket_priority; +----+---------------+ | id | name | +----+---------------+ | 1 | 1-La mas Baja | | 2 | 2 | | 3 | 3 | | 4 | 4 | | 5 | 5 | | 6 | 6 | | 7 | 7 | | 8 | 8 | | 9 | 9-La mas Alta | +----+---------------+ 9 rows in set (0.00 sec) The questions are 2 1) how can we change the order from 1 the lowest priority - 9 the highest to 1 the highest - 9 the lowest . In the admin user manual tells "Important: The ID defines the order of the priorities, 1 is the minimum, 5 or above sets a higher priority. The number in the name of a priority is used by the system to ensure the correct order of the different prios." We want to maintain the actual view order with the lowest priorities on bottom. What's the criteria the priority table id or the name ? It's a solution to change the name maintaining the id 1 for the lowest ? 2) in the agent views the colour is different depending on priority from grey to red . What's the criteria ? Can we change the colour scheme in order to maintain the same approach but with more priorities and in reverse order ? Thnaks in advance

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Solaris 10 installation - Perl (/usr/local/bin) not found
by Bernd Plagge 25 Aug '09

25 Aug '09

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello list, I've got the job to install the OTRS system on a Solaris 10 machine. The original Perl version is 5.8.4 (which is too old for otrs). I installed Perl 5.8.8, Apache 2.2.9 and expat Sunfreeware packages. The original packages are in /usr/bin. Perl 5.8.8 is in /usr/local/bin. Apache 2.2.9 is in /usr/local/apache2 But OTRS doesn't find the new version. I think that I need to tweak Config.pm or another configuration file. Does anybody know where I have to specify the new path (/usr/local/bin)? Also, the original Apache server come with mod_perl2 while the new package doesn't contain mod_perl or mod_perl2. Are there package for Apache mod_perl (yes, I'm new to Solaris). Any help is appreciated! Regards, Bernard - -- Bernd Plagge - プラゲベェアント First Choice Internet Ltd., Tokyo - ファースト・チョイス・インターネット(有) mail: bplagge(a)choicenet.ne.jp - url: http://www.choicenet.ne.jp -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.9 (GNU/Linux) iEYEARECAAYFAkqSdKsACgkQpYU8M8PbPV48+QCgs/y0X85CxvrdqaGv9jSnp+jA YDMAniNMJbFYUmzYE2Hx8n6qsshZibt8 =Qqlw -----END PGP SIGNATURE-----

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Re: [otrs] DashBoard: "Can't connect to http://otrs.org/rss/ "
by Lucarelli Roberto 25 Aug '09

25 Aug '09

Yes, I can get to the Package Manager repository list. I have two system: a) development system with otrs 2.4.2 and the Dashboard News works fine p) production system with otrs 2.4.3 and the Dashboard News doesn't work On both I have configured Core::WebUserAgent with my http proxy. Thanks ahead of time! Roberto Lucarelli

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DashBoard: "Can't connect to http://otrs.org/rss/ "
by Lucarelli Roberto 25 Aug '09

25 Aug '09

In my dashboard I get the following error: Can't connect to http://otrs.org/rss/ Any suggestions? Thanks ahead of time! Roberto Lucarelli

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Dashboard not displaying tickets
by Christoph Ohliger 25 Aug '09

25 Aug '09

Hi, I am wondering that tickets are not shown in the Dashboard when the user has restricted rights to the corresponding queue. Within AgentTicketStatusView all tickets are shown, but not in the Dashboard. With rw rights on the queue the tickets are also shown in the Dashboard, anything I am missing ? regards Christoph Ohliger

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Waiting status reporting
by Rabindra Pandey 25 Aug '09

25 Aug '09

Hi, I was wondering if some one has done this- I want to prepare a report which lists number of tickets in Waiting Status for more than 5 days, 10 days and 30 days. Thanks. Rabi

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Dashboard priority color change / OTRS 2.4.3
by MMoj＠timocom.com 25 Aug '09

25 Aug '09

Hi, I´m configuring my OTRS and I´m looking for a possibility to show the "priority" color of echt ticket in the Dashboard. Example: A customer creates a ticket with Prio 3 then the ticket color in the dashboard should be '#ffcccc'. The second thing I want to get to work is, that if the ticket is comming near the "dead time" of an SLA / Service that the Prio and Color should be changed. Lets say the SLA is configured that the solution time is 8 hours. So the color of the ticket should change when the solution time is down to 4 hours and then when the time is down to 2 hours. Has someone a Script or a hint for me how to make these changes happen? Mit freundlichen Grüßen / Kind regards Markus Moj Technik TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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