September 2009 - otrs - OTRS mailing lists

Warning: Sorry, you need to be the owner to do this action!
by Glossop, Andrew 11 Sep '09

11 Sep '09

I can't merge tickets that are new (owner is root@otrs). I have admin rights, so why can't I do this? IS there a configuration option to allow this? Kind Regards, Andrew Glossop

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FW: Funny Apache Errors..
by Doug Hall 11 Sep '09

11 Sep '09

Further to yesterdays email about it wanting to down load the .pl files, every morning I have to run these commands... /opt/otrs/bin/SetPermissions.pl --otrs-user=otrs --web-user=www-data /opt/otrs chmod 777 /opt/otrs/var/tmp/ -R chmod 777 /opt/otrs/var/article/ -R service apache2 restart Any ideas why?? From: Doug Hall Sent: 10 September 2009 11:08 To: 'otrs(a)otrs.org' Subject: Funny Apache Errors.. OTRS = Good times.! Installed it about 18 months ago, and has been used full on since.. Database is now 2.2Gb.. The server it WAS on was struggling a little. Now I created a monster server with shed loads of space, power and memory.. Installed Ubuntu 9.04 server, Apache2 with Mod_Perl etc etc.. reinstalled otrs 2.4.4, and move the DB across.. Now I have these few niggly problems.. Sometimes, randomly, when browsing to http://helpdesk/otrs/index.pl/public.pl/customer.pl, it attempts to download the .pl file instead.. Also, I am constantly getting these errors in the apache2 error.log:- [Thu Sep 10 10:56:28 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1559 Millions of them... Any help clearing up the niggles will be most appreciated.. Thanks in advance.. ________________________________________ Doug Hall IT Operations Manager Dir Fax Mobile Email +44 (0)1179 303 420 +44 (0)1179 259 954 +44 (0)7966 343 084 dhall(a)com2com.com Committed 2 Communications Ltd 7th Floor, Whitefriars. Lewins Mead. Bristol. BS1 2NT. UK *** PLEASE NOTE CHANGE OF ADDRESS FROM 19th SEPTEMBER 2009 *** 2nd Floor, The Pithay. Bristol. BS1 2HZ. UK General Web +44 (0)1179 303 450 http://www.com2com.com NTT Fundraising is a trading name of Committed 2 Communications Ltd, a UK company offering specialist services to the charity sector in telephone fundraising, as well as recruitment, donor relationship management, direct debit and BACs Bureau services - to name a few. For more information visit www.nttfundraising.co.uk. Unless expressly stated otherwise, this message is confidential and may be privileged. It is intended for the addressee(s) only. Access to this e-mail by anyone else is unauthorised. If you are not an addressee, any disclosure or copying of the contents of this e-mail or any action taken (or not taken) in reliance on it is unauthorised and may be unlawful. If you are not an addressee, please inform the sender immediately. You should carry out your own virus checks before opening any attachment. Registered Office: 7th Floor, Whitefriars, Lewins Mead, Bristol BS1 2NT, United Kingdom Registered In England, Registered Trading Number: 06458746

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Add more than 16 freetext fields
by Ser Iulian Armenta 11 Sep '09

11 Sep '09

Hi I wonder if is posible to add more freetext field to OTRS, I know we have 16, but I need more. Can any one point me to the right direction. Thanks. --- Ser Iulián Armenta Legorreta. Calidad Zentrum.

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Importing/Exporting FAQs
by Calderwood Brigitte 11 Sep '09

11 Sep '09

Hello, Has anyone figured out how to import FAQs from an older version of OTRS, v:2.0.6 into OTRS v:2.4.3?? Any help would be appreciated. Thanks! -- Brigitte Calderwood HDI Certified Support Center Manager ______________________________ Helpdesk Manager LESD Technology Department calderwood(a)lesd.k12.az.us 623.547.1509 http://www.lesd.k12.az.us/webpages/itdepartment/ "It has become appallingly obvious that our technology has exceeded our humanity." Albert Einstein "We commit to deliver 'best-in-class' technology solutions and support to attain excellence of the District Community by being a customer-focused, highly skilled, and agile Technology Department."

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perl migration script help
by Emily Flynn 10 Sep '09

10 Sep '09

Hello! I am trying to upgrade from 2.3.4 to 2.4.3, and I'm a bit lost on what to do for running the perl migration script http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&Subaction=Print&Categor… I have MySQL Tools installed and so have used MySQL Admin to backup and restore, and MySQL Query Browser to run the first upgrade script ( DBUpdate-to-2.4.mysql.sql ). I am not sure how to run the Perl migration script, can someone please give me a couple of pointers? Thanks in advance Emily

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Customer notification of added note
by David Holder 10 Sep '09

10 Sep '09

Hi Everyone, If my interpretation is right, when I add a note to a ticket I get two options, Note-Internal and Note-External, I assume that Note-Internal is used for agents only, and Note-External is used for customers and is therefore visible via the customer logon. What I would like to do is when I add a note to a ticket, the contents are sent to the customer of that ticket via e-mail. Does anyone know how I should go about this? Thanks, David

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OTRS 2.4.4 -> Send notification on ticket close to customer with agent note, possible?
by MMoj＠timocom.com 10 Sep '09

10 Sep '09

Hey People, I have a question how to solve a problem with the new Version of OTRS. The System was migrated from OTRS Version 2.3.4 to the newest one, yesterday. Now some customers are complaining that they do not get a notification with the comment of the last agent whom closed the ticket. I thought I could enable this by adding Notification on Event but it does not work the way I want it to. I do not want to klick on a link to answer the Ticket, just want to close it, in the status bar and what I write in the Body should be sent to the customer. Is there a way to do it, or can it only be done by clicking on the "Answer" link or what ever you wanna call it? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services 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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Funny Apache Errors..
by Doug Hall 10 Sep '09

10 Sep '09

OTRS = Good times.! Installed it about 18 months ago, and has been used full on since.. Database is now 2.2Gb.. The server it WAS on was struggling a little. Now I created a monster server with shed loads of space, power and memory.. Installed Ubuntu 9.04 server, Apache2 with Mod_Perl etc etc.. reinstalled otrs 2.4.4, and move the DB across.. Now I have these few niggly problems.. Sometimes, randomly, when browsing to http://helpdesk/otrs/index.pl/public.pl/customer.pl, it attempts to download the .pl file instead.. Also, I am constantly getting these errors in the apache2 error.log:- [Thu Sep 10 10:56:28 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1559 Millions of them... Any help clearing up the niggles will be most appreciated.. Thanks in advance.. ________________________________ Doug Hall IT Operations Manager Dir Fax Mobile Email +44 (0)1179 303 420 +44 (0)1179 259 954 +44 (0)7966 343 084 dhall(a)com2com.com<mailto:dhall@com2com.com> Committed 2 Communications Ltd 7th Floor, Whitefriars. Lewins Mead. Bristol. BS1 2NT. UK *** PLEASE NOTE CHANGE OF ADDRESS FROM 19th SEPTEMBER 2009 *** 2nd Floor, The Pithay. Bristol. BS1 2HZ. UK General Web +44 (0)1179 303 450 http://www.com2com.com<http://www.com2com.com/> ________________________________ NTT Fundraising is a trading name of Committed 2 Communications Ltd, a UK company offering specialist services to the charity sector in telephone fundraising, as well as recruitment, donor relationship management, direct debit and BACs Bureau services - to name a few. For more information visit www.nttfundraising.co.uk. Unless expressly stated otherwise, this message is confidential and may be privileged. It is intended for the addressee(s) only. Access to this e-mail by anyone else is unauthorised. If you are not an addressee, any disclosure or copying of the contents of this e-mail or any action taken (or not taken) in reliance on it is unauthorised and may be unlawful. If you are not an addressee, please inform the sender immediately. You should carry out your own virus checks before opening any attachment. Registered Office: 7th Floor, Whitefriars, Lewins Mead, Bristol BS1 2NT, United Kingdom Registered In England, Registered Trading Number: 06458746

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Kernel::Output::HTML::LayoutAJAX::JSONQuote
by Glossop, Andrew 10 Sep '09

10 Sep '09

logs show a new error: ][Error][Kernel::Output::HTML::LayoutAJAX::JSONQuote][212] Need Data! anyone know what this might mean? Kind Regards, Andrew Glossop

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how to view all locked tickets ?
by Alexander Halle 10 Sep '09

10 Sep '09

Hi, I search a more convenient way to see all locked tickets. At the moment we use a search template to show all open tickets, then we change to the small view and then we sort by lock status. But unfortunately one can't use the lock state as a search criterion. Workflow : - 1 queue <-> n agents - on average < 30 tickets - on average < 10 locked tickets Situation 1 : We get a user call and want to know if the problem was already reported by another user. (Later we would solve this by assigning tickets to a unique service or device id.) Situation 2 : We want to see how much tickets each agent has locked to balance the work. Can someone give a hint how to extend the search mask or how to create a appropriate search template ? Or has someone even achieved to create a virtual queue or something like this which consists of all locked tickets. I'm sorry, this exceeds my little perl and SQL knowledge so I can't solve this problem by myself at the moment. Regards Alexander Halle -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de

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