September 2009 - otrs - OTRS mailing lists

secure password submission
by mercadodei mercado 03 Sep '09

03 Sep '09

Hello Is there a (other than pgp) way to submit passwords in a secure way in a ticket (without using pgp)? thanks

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how to set pending state via genericagent
by Stephen Gebbie 03 Sep '09

03 Sep '09

Hi I have a generic agent script that sets tickets to 'pending auto close+' state as below. I then have a purge job that runs weekly & should close all the old 'pending auto close+' tickets, but it isnt. when i look at all the tickets, there are loads now set to 'pending auto close+' but none of them have a time set. where as when i change their states manually a pending time gets set. does anyone know the keyword to initialize the pendingtime time from genericagent thanks # -- # [name of job] -> Autoclose 7 day old tickets # -- # get all tickets with these properties Queues => ['Q1', 'Q2'], States => ['new', 'open'], New => { State => 'pending auto close+', Note => { From => 'AutoCloser', Subject => 'Changing the state to pending auto', Body => 'State changed to pending auto close+ by GenericAgent. this will be closed in 1week.', }, }, }, # -- # [name of job] -> PURGE # -- 'close all week old tickets' => { # get all tickets with these properties Queues => ['Q1', 'Q2'], State => 'pending auto close+', TicketPendingTimeOlderMinutes => 8640, # use just the options which should be changed!) New => { State => 'closed successful', }, },

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Enhancements in 2.4.4
by Stephan Lang 03 Sep '09

03 Sep '09

Hi @all, the release note on OTRS 2.4.4 mentions enhancements on the Dashboard to display Watched Tickets and My Queues, see here: http://otrs.org/releases/2.4.4/ <http://otrs.org/releases/2.4.4/> All I can see is 'Locked Tickets' and 'All' but the Watched Feature is enabled. I've just Updated via rpm -U package Do I have to do anything else to complete the update or to activate this new Feature? Yours sincerely p.p. Stephan Lang System Administrator OTRS: 2.4.4 (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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2.4.4 and ff 3.0.x
by Marco Vannini 03 Sep '09

03 Sep '09

I'm reporting problems from customer and agent that with firefox 3.0.x are getting a FullSpell is not existant warning and then richtext format area for compose request and answer. Disabled it for now as WA. Are you experiencing the same problems ? Tx. MV

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Salutations
by Marretta, Rosanna 03 Sep '09

03 Sep '09

Hi, I am trying to replace the default salutation but with no success. I have made the default salutation 'invalid', created another and made that valid, but for some reason the default one keeps showing up? What am I doing wrong please? Thanks Rosanna

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OTRS2.4.3 Can't login , "no connection to syslog available" error
by xwelkin 03 Sep '09

03 Sep '09

Hi, I just installed OTRS 2.4.3 , server is Solaris10 x86 ,When I try to access http://your server ip/otrs/index.pl to login the following error occurs in the web browser. Software error: no connection to syslog available - /dev/conslog is not a socket at ../..//Kernel/System/Log/SysLog.pm line 63 In the apache2 logs: [Wed Sep 02 16:52:01 2009] [error] [client 192.168.25.98] [Wed Sep 2 16:52:01 2009] index.pl: no connection to syslog available, referer: http://192.168.22.242/otrs/index.pl [Wed Sep 02 16:52:01 2009] [error] [client 192.168.25.98] [Wed Sep 2 16:52:01 2009] index.pl: \t- /dev/conslog is not a socket at ../..//Kernel/System/Log/SysLog.pm line 63, referer: http://192.168.22.242/otrs/index.pl What's the reason of these errors? Please help to resolve . Thanks Justin 没有广告的终身免费邮箱,www.yeah.net

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Ticket Update
by Timothy J. Deerinck 02 Sep '09

02 Sep '09

Hello, I am trying to find a way to use Event Notifications to send activity updates to users (not just the agent or customer user). I setup a Notification with "Add Note" as the trigger, and it created a very nasty loop sending hundreds of e-mails since it reported the notification as another add note. Infinite Loop! :( What I want is anytime anything is done to a ticket, the system will send a notification without creating a loop. Can this be done??? ~Tim

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Check disk usage - 100%
by Rodrigo Correa 02 Sep '09

02 Sep '09

Hi, I wonder how exactly the status of "Check disk usage". My OTRS stating that "Check disk usage" as a partition of my disk is 100% utilization. Checking the console of my server (OpenSuse 10.2 - VMWARE Virtual) I realized that I have free disk space. My disc has a capacity of 20GB and still have 1.01Gb free. Thanks, _________________________________________________________________ Você sabia que com o Hotmail você tem espaço ilimitado para guardar seus e-mails? Começe a usar já! http://www.microsoft.com/brasil/windows/windowslive/products/hotmail.aspx

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Layout.pm line 1638 error
by Travis Simmons 02 Sep '09

02 Sep '09

Running on Ubuntu 9.04 with Apache2 OTRS 2.4.3 from tar but the problem was also present on 2.3. When navigating OTRS (creating tickets, modifying tickets/config) eventually the browser wants to download index.pl with 0 bites. If I restart apache it seems to work or if I keep clicking the link a couple of times it will eventually go to the page. Inside the apache error log it displays the following: -e: print() on closed filehandle LOG at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1638. Nothing is displayed in the messages or syslog as to an apache failure. Checked the apache config, checked out the DB for anything that would stick out and nothing really is screaming at me. Got any ideas of where I should look next? Thanks.

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2.4.2 to 2.4.4 Upgrade
by Timothy J. Deerinck 02 Sep '09

02 Sep '09

Hello everyone, The upgrade instructions for 2.4.4 do not address upgrading within a version number that I can see. I am using the source install method and have 2.4.2 installed. What is the procedure to upgrade to 2.4.4? Thanks very much! ~Tim

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