January 2010 - otrs - OTRS mailing lists

OwnerUpdate fired by whom?
by Leonardo Certuche 01 Feb '10

01 Feb '10

Hi there, Here is an strange behavior that we don't understand, hopefully we will with your help: 1. An agent creates a ticket using the AgentTicketPhone interface and assigns it to a given queue (which he does not have in "my queues") at 15:34:35 2. Notifications are sent to the ones watching the given queue at 15:34:35 3. An OwnerUpdate event occurs at 15:34:35 and the new owner is the agent who created the ticket. No Agent fired this event o_0 Attached is a screenshot of the history of this ticket. We'd love to clarify who or what fired the OwnerUpdate event. Thanks, Leonardo Certuche

3 4

Answer top response
by Guillaume Rehm 01 Feb '10

01 Feb '10

Hi list, Is it possible (on OTRS 2.4.6) to post auto-response on top of mail ? Thanks in advance for your help. -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

3 4

Integrating phone calls
by Garren McKelvey 31 Jan '10

31 Jan '10

Greetings great Gods of OTRS, My company uses a phone recording program called Telesphere to record all our phone support calls. My boss decided that he wants all the telesphere calls to be attached to the tickets we create in OTRS. Does anyone know if there is a way I can automate this so that OTRS will grab the call when I create the ticket? -Garren McKelvey

2 1

HELP
by Brada Robert 31 Jan '10

31 Jan '10

Hi, I installed the otrs 2.4 on centos with cpanel. Everything is working fine. Just one thing I can't figure out. I want to change the PDF output to HTML or change the PDF background color to white, becouse the gray background is to dark when using regular printer, and eating the color from printer. I read the admin documentation, it says this -------------------------------------------------------------------------------------------------------------------- B.1.4.1. PDF Description Value Description: Enable PDF output? The CPAN module PDF::API2 is required. If not installed PDF output will be disabled. Group: Framework SubGroup: Core::PDF Valid: 1 Required: 1 Conﬁg-Setting: $Self->{’PDF’} = ’1’; ------------------------------------------------------------------------------------------------------------------ so I changed in Framework.xml config-settings to 0, but still printing in PDF format. I don't finding anything on changing PDF background color eather. What I am missing ??? Greetings Robert

1 0

H
by Michael Mitchell 30 Jan '10

30 Jan '10

1 0

Where is Calendar Hours Stored in Database?
by Amit Sharma 30 Jan '10

30 Jan '10

Hi, Please tell me where can I find Calendar Hours in OTRS 2.4.2 Database. regards, amit The INTERNET now has a personality. YOURS! See your Yahoo! Homepage. http://in.yahoo.com/

2 1

Changing position of freetext
by Garren McKelvey 30 Jan '10

30 Jan '10

Sorry to be hammering everyone with questions today. I have set up several Free Text fields and they all appear at the bottom of my ticket after the body. I'd like them to be above the body by the Queue and Service/SLA slots. Is there any way to move them up? -Garren McKelvey Roomlinx Network Support Engineer 2150 West 6th Avenue, Suite H Broomfield, Colorado 80020 gmckelvey(a)roomlinx.com <mailto:gmckelvey@roomlinx.com> Phone: 303-544-1111 xt. 112 Fax: 303-544-1110 http://www.roomlinx.com <http://www.roomlinx.com/> Stock Symbol: RMLX "The information contained in this message may be privileged, confidential, and protected from disclosure. If you are not the intended recipient, or an employee, or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by replying to the message and deleting from your computer. Opinions, conclusions, and other information in this message that do not relate to official Roomlinx business are those of the sender and are neither given nor endorsed by Roomlinx INC.".

2 4

Can I change ticket field names?
by Garren McKelvey 29 Jan '10

29 Jan '10

Greetings oh gurus of great knowledge, I'm hoping to change a few ticket names. I'd like to call From, Service, and SLA something completely different. Is there a way to change their names? -Garren McKelvey

3 4

dealing with article_attachment table
by Leonardo Certuche 29 Jan '10

29 Jan '10

Hi there, After less than two months our article_attachment table is occupying 70% of our total database size. Does anyone know about a way of storing articles outside the main database? In the following thread http://www.mail-archive.com/otrs@otrs.org/msg21102.html, Dieter proposes to switch it to filesystem from configuration but I could not find it in SysConfig. Does anyone know where? Any help is much appreciated. Thanks in advance, Leonardo Certuche

3 4

Re: [otrs] OTRS log errors
by Florian Houel 29 Jan '10

29 Jan '10

Hi, I'm searching on this subject right now. I found that - [GenericAgent.pl -c db] stands for "Database" GenericAgent, i.e. generic agents defined in the Admin Area (http://your.server/otrs/index.pl?Action=AdminGenericAgent) These agents are stored in the generic_agent_jobs table in your database. To make these jobs run, you have to start them periodically in your cron system. I'm working on a Windows box, so I have a line like this in C:\Program Files\OTRS\CRONw : */10 * * * * C:/PROGRA~1/OTRS/StrawberryPerl/perl/bin/perl.exe C:/PROGRA~1/OTRS/OTRS/bin/GenericAgent.pl -c db - the "Can't create PID GenericAgent, because it's already running!" error comes probably from the two GenericAgent lines in the crontab, one executed every 10 minutes, the other one every 20 minutes. Scheduled like that, both jobs start in the same second three times per hour. If you change that schedule to 0-59/10 (running at 0 minute and every 10 minutes after until 59, i.e. 0, 10, 20, 30, 40 and 50) and 5-59/20 (running at 5 and every 20 minutes after until 59, i.e. 5, 25, 45), the double-start situation will never occur anymore, normally ... Hope this helps. Florian. -----Message d'origine----- De : Ilya Kornev Envoyé : vendredi 29 janvier 2010 15:13 À : User questions and discussions about OTRS. Objet : Re: [otrs] OTRS log errors Alexander, thank you. Best regards, Ilya Kornev -----Original Message----- From: Alexander Halle To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: Fri, 29 Jan 2010 13:50:36 +0100 Subject: Re: [otrs] OTRS log errors > Ilya Kornev wrote : > [...] > > And what is GenericAgent.pl -c db for? > [...] > > Hello Ilya, > > regarding this question, the following post may help : > > http://lists.otrs.org/pipermail/otrs/2009-November/029380.html > > Regarding your other questions I can't help, sorry. > > I have these GenericAgent PID errors too and am curious about the solution. > > Regards > > Alexander

1 0