January 2010 - otrs - OTRS mailing lists

QueueView empty after activating ArticleStorageFS
by Alexander Halle 27 Jan '10

27 Jan '10

Hi all, after I activated ArticleStorageFS my QueueView was suddenly empty - MyQueues dropped to zero and all other Queues were hidden in QueueView. When I wanted to examine this the next day the error was gone on my OTRS 2.4.4 production system and after two days it disappeared also on my ITSM 1.3.2 test system. I wasn't able to reproduce this by resetting OTRS 2.4.4 to a system image I created before the activation and doing it again. The error definitely existed. For about one hour I checked my preferences and queue rights, I tried successfully to access the queues by the search function and via the phone ticket mask and reactivated ArticleStorageDB before I gave up. Has anyone ever heard of this ? I'm worried about the stability of this feature. Regards Alexander -- 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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Customer group
by Sebastien Bory 27 Jan '10

27 Jan '10

Hi List Can I disable this option on Frontend::Customer the CustomerGroupAlwaysGroups: ? thanks Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

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no SMTP connection got far enough
by donna.grant＠stfc.ac.uk 27 Jan '10

27 Jan '10

I have an email address which is forwarding to my OTRS server. I've set up a queue, email address and a postmaster filter for it. Is there anything else I need to do? Hi. This is the qmail-send program at <removed>.icritical.com. I'm afraid I wasn't able to deliver your message to the following addresses. This is a permanent error; I've given up. Sorry it didn't work out. <OTRS email address> Sorry, no SMTP connection got far enough; most progress: no connection to remote host <IP ADDRESS>. (#4.5.0) (MXes tried: <IP ADDRESS>. didn't respond, didn't respond, didn't respond.) I'm not going to try again; this message has been in the queue too long. Thanks in advance Donna -- Scanned by iCritical.

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command "max_allowed_packet".
by Christopher Monzon 27 Jan '10

27 Jan '10

I am not able to command the "max_allowed_packet". I want to extend my database has more than 128M. Thank you Centos, apache and otrs 2.4.6 [cid:image001.jpg@01CA9F2F.B84F3B40]<http://www.tm4.com/> Christopher Monzon Technicien, Systèmes et réseaux 135 J.-Armand Bombardier (Suite 25) Boucherville (Qc) Tel: (450) 645-1444 Poste : 260 Canada J4B 8P1 Fax: (450) 645-1864

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Dashboard: how to add phone-ticket to menu bar?
by Stephan Lang 27 Jan '10

27 Jan '10

Hi @ all, this question has already been asked some time ago but I can't find an answer, maybe there is none yet. The original Question is here: http://lists.otrs.org/pipermail/otrs/2009-November/029335.html <http://lists.otrs.org/pipermail/otrs/2009-November/029335.html> I'd like to do the same thing, display the Ticket Submenu while the Dashboard is displayed. Is there a config option? What files need to be edited? Yours sincerely p.p. Stephan Lang System Administrator Tel.: +49 9180 189-276 Fax.: +49 9180 189-55276 E-Mail: stephan.lang(a)bockonline.de Internet: http://www.bockonline.de

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Customer group support
by Sebastien Bory 27 Jan '10

27 Jan '10

Hi all, I have activate the customerGroup support option in framework frontend:customer But I cant change the customer default group If have add the group in the CustomerGroupAlwaysGroups: they have all access for all group and I cant change it. Any idea? I have several business center (London , Paris, ) , I create a group for each business center (with the same name) but I would like just assign each customer for our specific group For example client1 in group London, client2 in group Paris client3 in group Nice, etc . Thanks Best regards Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

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Stats Development open / closed Tickets
by Stephan Lang 27 Jan '10

27 Jan '10

Hi @ all, your personnel manager requested a stat showing the development of new Tickets compared to closed Tickets. Here an example of how it should look like: This is to determine the IT performance and new ticket development. I don't know if this is possible with OTRS Stat Module, haven't done anything with it yet. Maybe the Module can export the required data to csv to create the graph with Excel. Has anyone already done something like this and can provide a config file? This stat is required maybe twice a year so it must not be fully automatically. Any hint is greatly appreciated. Yours sincerely p.p. Stephan Lang System Administrator Tel.: +49 9180 189-276 Fax.: +49 9180 189-55276 E-Mail: stephan.lang(a)bockonline.de Internet: http://www.bockonline.de

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ACLs via web interface
by Михаил Лукин 27 Jan '10

27 Jan '10

There is a nice example of editing ACL via Sysconfig (Ticket -> Core::TicketACL) Is there an OTRS package or something else to allow Add/Edit new ACLs via web interface (Sysconfig)? -- regards, Mihail

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Anyone using PGP with OTRS?
by Adriel Desautels 27 Jan '10

27 Jan '10

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Guys, Is anyone using OTRS using PGP? -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.8 (Darwin) iEYEARECAAYFAktfjtsACgkQ4fEyMUBMiWyKGACfZAVMTaoA21/z4vFe5inj6uyh tS8AnAtjCjqtk9jap4gaQTBZ8FV9a6l2 =Nlj7 -----END PGP SIGNATURE-----

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Problems upgrading from OTRS 2.3.4 to 2.4.6
by Richard Cross 26 Jan '10

26 Jan '10

Hi, I'm trying to upgrade as per the subject line, but I'm running into several difficulties. I have OTRS 2.3.4 (with ITSM 1.2.3) installed from a tarball on one machine and I'm trying to install the new 2.4.6 version on a new server (with ITSM 1.3.2). I followed the instructions in UPGRADE and it all seems fine, but the problems start as soon as I import the old database from 2.3.4. I ran the two database migration scripts supplied with OTRS 2.4.6 (DBUpdate-to-2.4.pl and DBUpdate-to-2.4-post.mysql.sql), but when I log in to OTRS, I have the following problems: 1) Tickets don't display correctly - the dashboard shows some tickets, but when I click on any of them, the main body of the ticket is missing (just a blank white space). IN any of the list views (Locked Tickets, My Tickets etc), there seems to be an empty list of tickets, i.e. I get multiple "bulk" checkboxes on the page but every other column in the list is blank. 2) I now have several invalid packages that cannot be upgraded or reinstalled (General Catalog, ITSM Core and it's sub packages). If I try to reinstall them, I get a warning about the framework being out of date. If I try and install the latest General Catalog, it throws a SQL error complaining about a missing field in a table. Can anyone help? Regards, Richard Cross.

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