January 2010 - otrs - OTRS mailing lists

2.4.5 : Global questions : follow up + sorting of tickets
by Martignier, Philippe 08 Jan '10

08 Jan '10

Hi all, Questions from my agents ... 1) Follow up Is there a way on the dashboard and/or the ticket view to have an icon or smth to show you that a customer has made an answer to a ticket? I know agents can specify a notification for follow-up, but what if they put no in this parameter. ??? 2) sorting of tickets Is it possible to filter ticket not by age but by last action made on the ticket? Question from me : Where can we change the sort made by default (age : from older to newer) on the ticket view in the sysconfig ? I don't remember where is that parameter !!! MANY THANKS IN ADVANCE ! Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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OTRS Integration with MS Bases SOAP
by Morten Bøhmer 08 Jan '10

08 Jan '10

Trying to integrate our ERP System (MS Nav) with OTRS via SOAP. Our developer would like to see som HTTP/XML data, can anyone provide something like this ? Best regards Morten B

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Backup OTRS running on SQL Server 2005 and Windows Server 2003
by Astner Johannes 08 Jan '10

08 Jan '10

Hi OTRS community, is it possible to use the backup.pl script to backup my OTRS system? Or does someone have a modified version oft he script which works with this configuration? Is there anything specific I have to take care of? Johannes

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Frontend::Output::FilterText###AAAURL?
by Ralf Hildebrandt 08 Jan '10

08 Jan '10

What is the deeper meaning of Frontend::Output::FilterText###AAAURL ? I had to disable it since it made URLs in emails unreadable (see http://bugs.otrs.org/show_bug.cgi?id=4543 ) -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebrandt(a)charite.de | http://www.charite.de

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OTRS 2.4 theming problem
by Ser Iulian Armenta Legorreta 08 Jan '10

08 Jan '10

Hi, I created a new theme "newtheme" for OTRS I followed the documentation, I created new folder called "newtheme" with the new files in /opt/otrs/Kernel/Output/HTML and I changed the default theme to "newtheme" on sysconfig. Now in the customer interface "customer.pl" it works fine but at the moment you login as client automatically change to the standard theme. Any ideas why or what I'm missing? Thanks. -- Ser Iulián Armenta Legorreta Área de Calidad Zentrum Ext: 119

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Name of the owner instead of user-id in Customer "My Tickets"
by Arpit2 G 08 Jan '10

08 Jan '10

Hello Everyone, I want to display Name of the Owner instead of user-id under "My Tickets" in Customer Web Interface. I have changed this in agent section via editing the respective ".dtl" file. I tried to edit "CustomerStatusView.dtl" but no luck. Please guide me how can i make this change. Regards Arpit Gupta =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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Re: [otrs] SMTP Configuration For OTRS
by dnk 08 Jan '10

08 Jan '10

Hey Sourabh Sarwate sourabh2783 at gmail.com, Did you ever get this one figured out? Can you send via SMTPS now? D

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How to view ALL tickets in OTRS?
by Jose Luis Spahr 08 Jan '10

08 Jan '10

Hi there, Is there any way to see ALL tickets (locked and unlocked tickets), in the system? I am an OTRS admin. Thank you all in advance. Thanks! Jose Luis Spahr

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Re: [otrs] Bug #4433 remains unfixed, despite status = Resolved?
by Mike Morris 08 Jan '10

08 Jan '10

> Hi > > Yes Its working. I upgraded the file AgentTicketCompose.pm to > version 1.81.2.3 and restarted the apache, and its working for me. > > Regards > Sourabh Sarwate OK, great! Thanks guys. I actually just manually compared 1.81.2.3 with the patch file and made the changes by hand... I obviously missed something in my visual "diff" of 1.81.2.3 with my version as installed by 2.4.5, because I had thought they were identical. Glad I was wrong! Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Free Definition: Bagpipes (n): an octopus wearing a kilt. ------------------------------------

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perl modules RPMs - Centos 5
by dnk 08 Jan '10

08 Jan '10

Just a FYI, For those of you installing on Cento5, I got almost all perl requirements installed with RPMS (using the RPMFORGE repo), except for 3 things. # ./otrs.checkModules o CGI............................failed!!! Version 3.15 installed but 3.33 or higher is required! o Date::Pcalc....................ok (v6.1) o Date::Format...................ok (v2.22) o DBI............................ok (v1.609) o DBD::mysql.....................ok (v4.013) o Digest::MD5....................ok (v2.36) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v2.033) o Encode::HanExtra...............Not installed! (Optional - Required to handle mails with several Chinese character sets.) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.07) o Mail::Internet.................ok (v2.04) o MIME::Tools....................failed!!! Version 5.420 installed but 5.427 or higher is required! o Net::DNS.......................ok (v0.66) o Net::POP3......................ok (v2.28) o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............ok (v1.31) o Net::IMAP::Simple..............ok (v1.1907) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.29) o Authen::SASL................ok (v2.12) o Net::SMTP::SSL..............ok (v1.01) o Net::LDAP......................ok (v0.33) o GD.............................ok (v2.44) o GD::Text....................ok (v0.86) o GD::Graph...................ok (v1.44) o GD::Graph::lines............ok (v1.15) o GD::Text::Align.............ok (v1.18) o PDF::API2......................ok (v0.73) o Compress::Zlib..............ok (v2.021) o SOAP::Lite.....................ok (v0.710.08) o XML::Parser....................ok (v2.36) I am so close and hate the fact I may have to CPAN in the last of it.... D

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