January 2010 - otrs - OTRS mailing lists

OTRS log errors
by Ilya Kornev 29 Jan '10

29 Jan '10

Hello. I noticed a couple of recurring errors in the OTRS log: The first is as follows: Can't create PID GenericAgent, because it's already running As far as I understand, this means that two GenericAgent processes try to run concurrently. My crontab contains these lines created by default: */10 * * * * C:/OTRS/StrawberryPerl/perl/bin/perl.exe C:/OTRS/OTRS/bin/GenericAgent.pl -c db */20 * * * * C:/OTRS/StrawberryPerl/perl/bin/perl.exe C:/OTRS/OTRS/bin/GenericAgent.pl I have only one GenericAgent job that runs at 23:00 every Saturday. If I change the crontab as below, will it help? */10 * * * * C:/OTRS/StrawberryPerl/perl/bin/perl.exe C:/OTRS/OTRS/bin/GenericAgent.pl -c db * 23 * * sat C:/OTRS/StrawberryPerl/perl/bin/perl.exe C:/OTRS/OTRS/bin/GenericAgent.pl But what if I'll need in future more GenericAgent jobs that will run, say, hourly? And what is GenericAgent.pl -c db for? Second error is File 'D:/OTRS/OTRS/var/tmp/upload_cache/*********.ContentID.ContentType' doesn't exists! How come this happened and how can I fix this? Thank you. Ilya.

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how to configure the LDAP on OTRS iam using 2.4.5
by ramana 29 Jan '10

29 Jan '10

hi how to configure the LDAP on OTRS iam using 2.4.5 Regards, Ramana.

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how to hide the services
by ramana 29 Jan '10

29 Jan '10

Hi all I want to hide the sub-services on frontend cuntomer login. only they can see the main services. I am using orts 2.4.5 on fedora linux. please advice any one Regards. Ramanacharyv

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Multiple otrs instances on same server
by Jefferson Davis 28 Jan '10

28 Jan '10

We have a department that would like their own OTRS instance for managing student services requests. Is there anything special I'd need to do to create an additional instance of OTRS? Thanks -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

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Re: [otrs] TicketFreeText not showing up on ticket form
by Robyn Warrington 28 Jan '10

28 Jan '10

This did the trick thanks so much!!! you can configure for each Ticket Action screen if and what free text fields you want to see/to use. Just go to "Admin" -> SysConfig -> Group: Ticket -> Sub Group: Frontend::Agent::Ticket::ViewPhoneNew -> TicketFreeText and define what free text fields you want to use. 0 = not used 1 = used 2 = used and required PS: See in Sub Group: Frontend::Agent::Ticket::View* for other screen settings. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Thursday, January 28, 2010 2:14 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 16, Issue 147 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Notify Customer of Agent AddNote Functionality (Martin Edenhofer) 2. Re: Notify Customer of Agent AddNote Functionality (Martin Edenhofer) 3. Re: Re Digest message 4 was: TicketFreeText not showing up on new ticket form (Martin Edenhofer) 4. Re: dealing with article_attachment table (Martin Edenhofer) 5. Re: Filter or autofill the contents of TicketFreeText2 (Enrique Madrid) 6. Re: dealing with article_attachment table (Leonardo Certuche) ---------------------------------------------------------------------- Message: 1 Date: Thu, 28 Jan 2010 20:19:38 +0100 From: Martin Edenhofer <me(a)otrs.com> Subject: Re: [otrs] Notify Customer of Agent AddNote Functionality To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <585ED267-030E-4992-83A4-4A6EDCA40942(a)otrs.com> Content-Type: text/plain; charset=windows-1252 Hi Scott, the agent can also use "compose answer" to the customer. For this you need to assign "Responses" to "Queues". "Admin" -> "Responses <-> Queue", select your queue and assign min. one response to this queue. After that you will find at least one possible "Response" in Ticket Zoom view (right site, directly under the customer information). -Martin On 28.01.2010, at 19:02, Scott Carter wrote: > I?ve been putting in a lot of work replacing our homegrown ticketing system with OTRS and it has looked very good? until I realized one KEY thing missing! > > From what I have read it appears that there is no way to notify the customer after an agent updates the ticket! It seems this would be a very common requirement for a ticketing system no? > > How does the customer know when the agent has updated their ticket? What if the process is not the simple: ticket submission ->agent solve ->customer notified of closure? What if the agent needs more information or needs to let the customer know of an update? > > Is the customer required to frequently check the web console to see if there has been updates? > > I can?t believe that this functionality does not exist. If anyone knows of a way to do this PLEASE help me out here. I?ve searched the forum and haven?t come up with any solutions. (using otrs 2.4.5) > > --side note. How do I respond to this same thread. Whenever I respond it seems to create a new thread. > > Thanks, > Scott Carter ------------------------------ Message: 2 Date: Thu, 28 Jan 2010 20:24:21 +0100 From: Martin Edenhofer <me(a)otrs.com> Subject: Re: [otrs] Notify Customer of Agent AddNote Functionality To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <8DC49929-8453-4E6E-8302-61DB3B9080EC(a)otrs.com> Content-Type: text/plain; charset="windows-1252" Hi Maur?cio, yes, that's true. To make the notifications more flexible (events, different attributes, different recipients, ...) this feature got dropped. Maybe we should also add customer attributes available in the notification event admin screen? So you would be able to create also notifications depending on customers language (or on other customer attributes like location, company or email address). Any comments? -Martin On 28.01.2010, at 20:07, Maur?cio Ramos wrote: > Hello, by a test using version 2.4.6, it seems that notifications configured through this feature ?Notification (Event)? do not take into account the language preference of the one that is going to receive the notification. I created 2 notifications like ?en::Customer::StateUpdate? and ?pt_BR::Customer::StateUpdate? and the result was that the customer (that had his language preference configured to pt_BR) received two notifications. Is this correct? Can be workarounded? Thank you all. > > > > > <image001.gif> > Mauricio de Andrade Ramos - Consultant I > Rodovia SC 401, Km 4, Espa?o Primavera, Bloco C > 88032-000 - Florian?polis - Santa Catarina - Brasil > Tel. + 55 48 2108 0104 ? Fax. + 55 48 2108 0129 > mauricio.ramos(a)wedotechnologies.com > www.wedotechnologies.com > > > Notice: The information in this e-mail and in any of its attachments is confidential and intended solely for the attention and use of the named addressee(s). > If you are not the intended recipient, any disclosure, copying, distribution or retaining of this message or any part of it, without the prior written consent of WeDo Technologies, is prohibited and may be unlawful. If you received this in error, please contact the sender and delete the material from any computer. >

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Owner/Responsible and permissions
by Hery Randriamanamihaga 28 Jan '10

28 Jan '10

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Filter or autofill the contents of TicketFreeText2
by Enrique Madrid 28 Jan '10

28 Jan '10

hi guys, It's posible auto filling the contents from TicketFreeText2 depending of value selected on TicketFreeText1?, or develop something that filters the TicketFreeText2 content depending of value selected on TicketFreeText1? thanks in advance -- Enrique J. Madrid M. Telf. +51(1)9-9277-9074 / +51(1)461-7309 emadridm(a)gmail.com

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Re Digest message 4
by Robyn Warrington 28 Jan '10

28 Jan '10

I need to clearify. The Free text field doesn't show up on the New Ticket form not a new ticket. But I can see the free text fields 1 and 2 just not 3. I'm wondering, if you look at the steps I've given if I missed a step to make free text key 3 show up on new ticket form? Thanks for your assistance! Robyn Warrington -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Thursday, January 28, 2010 11:56 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 16, Issue 145 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. dealing with article_attachment table (Leonardo Certuche) 2. Filter or autofill the contents of TicketFreeText2 (Enrique Madrid) 3. TicketFreeText not showing up on new ticket form (Robyn Warrington) 4. Re: TicketFreeText not showing up on new ticket form (Marco Vannini) 5. Re: Filter or autofill the contents of TicketFreeText2 (Marco Vannini) 6. Re: TicketFreeText not showing up on new ticket form (Marco Vannini) ---------------------------------------------------------------------- Message: 1 Date: Thu, 28 Jan 2010 11:55:58 -0500 From: Leonardo Certuche <leonardo.certuche(a)itcon-ltda.com> Subject: [otrs] dealing with article_attachment table To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <2d120a851001280855g19f636a3o94c42341bd3c9062(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" 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

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TicketFreeText not showing up on new ticket form
by Robyn Warrington 28 Jan '10

28 Jan '10

I have created a free text field Equipment ID by going into SysConfig Ticket>Core::TicketFreeText and checking the box for TicketFreeKey3 and adding Equipment ID to field for Key and Content. Checked the box for TicketFreeKey3::Default Selection: and left field blank. Then went to Ticket>Frontend::Agent::Ticket::ViewFreeText and for Ticket::Frontend::AgentTicketFreeText###TicektFreeText: added a 1 in Content field for Key # 3. But the free field still doesn't show up on the New Ticket form. I have free text fields created for Key 1 and 2 and they show up fine then later added the key 3 did I miss a step or is there a script I can add somewhere to get this field to show up on a new ticket? Robyn Warrington Technology Specialist Wartburg College www.wartburg.edu 319-352-8519

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How to reply to about 1000 tickets ?
by Christopher Juhlin 28 Jan '10

28 Jan '10

Hi! In our OTRS-system we have very old tickets and now we want to replay to all of them with one message . Is there any function that let me do that ? We use otrs 2.4. Best regards Christopher Juhlin

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