October 2010 - otrs - OTRS mailing lists

Empty message body for certain agent views
by Hugh Kelley 05 Oct '10

05 Oct '10

Is it now possible to configure (via Sysconfig) the "message body requirement" for certain views? Specifically, I don't think I need to require message text for simple ownership changes. Hugh

2 1

Same subject line in Zoom ticket
by Pradumna Maheshwari 05 Oct '10

05 Oct '10

What should be the value given to " Ticket::Frontend::AgentTicketNote###Subject: "in order to capture original subject of the ticket ? Currently its " $Text{"Note"} ". I have tried "$Article{"Subject"}", "$Data{"Subject"}", "$GetParam{"Subject"} ", "$QData{"Subject"}"........but none is working. Thanks... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== 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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Excluding certain queues on the dashboard
by Straccialano, Rosanna 05 Oct '10

05 Oct '10

Can somebody please tell me if there is a way to exclude a certain queue from showing in the 'ALL' section of the dashboard in 'new' and 'open'. Thanks for your help.

2 1

change color of ticket on customer update in agent ticket view ?
by Daniel Maher 05 Oct '10

05 Oct '10

Hello, Our implementation of OTRS is largely web-only, and does not send out email alerts for the most part. This works very well for us, but a side effect is that it can be difficult for an agent to know that a ticket has been updated by a customer, as it is not evident in the StatusView (the most commonly used view in our environment). I am curious to know if there is a way to, say, change the background colour of a ticket's row in StatusView if it has been updated by a Customer, and _hasn't_ been subsequantly updated by an Agent (whereupon the colour would ostensibly return to normal). I realise that there probably isn't an easy solution, but i thought i'd ask the question anyways, just in case somebody has already done something like this. Thank you, and have a good day. -- Daniel Maher <dma PLUS otrs AT witbe DOT net> "The Internet is completely over." -- Prince

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Survey body should come in HTML
by Pradumna Maheshwari 04 Oct '10

04 Oct '10

Hello, The Notification body of Survey is coming in Plain text instead of HTML, How to convert it into HTML..? Thanks.. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== 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

2 1

Problem with encoding
by Dmitriy Behterev 04 Oct '10

04 Oct '10

Hello all! I have installed otrs 2.4.7 and I have problem with sending e-mail: in e-mail (only headers are affected) some non-English letters transform into "??" but other is normal. My environment: FreeBSD 7.3 (KOI8-R), Perl 5.10. For example, one of my Subject (as is): "Subject: [Ticket#016]=?UTF-8?Q?=20=D0=BD=D0=B5=20=D0=BF=D0=B5=D1=87=D0=B0=D1=82=D0=B0?= =?UTF-8?Q?=D0=B5=D1=82=20=D0=BF=D1=80=D0=B8=D0=BD=D1=82=D0=B5=D1?= =?UTF-8?Q?=80?=" What should I do to repair this problem? Thanks.

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sentmail problem?
by battulga.g 04 Oct '10

04 Oct '10

Hi all I using otrs for notification. But Can receive mail. Can't send mail. Maillog Oct 4 15:54:18 ticketing-system sendmail[9912]: o947sIpN009912: to=mailuser@domainname, delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=34489, relay=[127.0.0.1] [127.0.0.1] , dsn=2.0.0, stat=Sent (o947sIZ3009913 Message accepted for delivery) Oct 4 15:54:18 ticketing-system sm-mta[9915]: o947sIZ3009913: to=<mailuser@domainname>, delay=00:00:00, xdelay=00:00:00, mailer=esmtp, pri=34747, relay=domainname. [192.168.0. 141], dsn=4.0.0, stat=Deferred: Connection refused by domainname. Oct 4 15:54:19 ticketing-system sendmail[9916]: o947sJ1N009916: Authentication-Warning: ticketing-system: www set sender to <> using -f Oct 4 15:54:19 ticketing-system sendmail[9916]: o947sJ1N009916: from=<>, size=4486, class=0, nrcpts=1, msgid=<1286178859.809250.491652268@ticketing-system@hostdomain>, relay=www @localhost Oct 4 15:54:19 ticketing-system sm-mta[9917]: o947sJDH009917: from=<>, size=4743, class=0, nrcpts=1, msgid=<1286178859.809250.491652268@ticketing-system@hostdomain>, proto=ESMTP , daemon=Daemon0, relay=localhost [127.0.0.1] Oct 4 15:54:19 ticketing-system sendmail[9916]: o947sJ1N009916: to=mailuser@domainname, delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=34486, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (o947sJDH009917 Message accepted for delivery) Oct 4 15:54:19 ticketing-system sm-mta[9919]: o947sJDH009917: to=<mailuser@domainname>, delay=00:00:00, xdelay=00:00:00, mailer=esmtp, pri=34743, relay=domainname. [192.168.0.1 41], dsn=4.0.0, stat=Deferred: Connection refused by domainname. Oct 4 15:54:20 ticketing-system sendmail[9920]: o947sKmt009920: Authentication-Warning: ticketing-system: www set sender to <> using -f Oct 4 15:54:20 ticketing-system sendmail[9920]: o947sKmt009920: from=<>, size=4480, class=0, nrcpts=1, msgid=<1286178859.990732.733990224@ticketing-system@hostdomain>, relay=www @localhost Oct 4 15:54:20 ticketing-system sm-mta[9921]: o947sKG3009921: from=<>, size=4735, class=0, nrcpts=1, msgid=<1286178859.990732.733990224@ticketing-system@hostdomain>, proto=ESMTP , daemon=Daemon0, relay=localhost [127.0.0.1] Oct 4 15:54:20 ticketing-system sendmail[9920]: o947sKmt009920: to=munkhzul@domainname, delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=34480, relay=[127.0.0.1] [127.0.0.1], d sn=2.0.0, stat=Sent (o947sKG3009921 Message accepted for delivery) Oct 4 15:54:20 ticketing-system sm-mta[9923]: o947sKG3009921: to=<munkhzul@domainname>, delay=00:00:00, xdelay=00:00:00, mailer=esmtp, pri=34735, relay=domainname. [mailDNS-IP ], dsn=4.0.0, stat=Deferred: Connection refused by domainname. Oct 4 15:54:21 ticketing-system sendmail[9924]: o947sLU4009924: Authentication-Warning: ticketing-system: www set sender to <> using -f Oct 4 15:54:21 ticketing-system sendmail[9924]: o947sLU4009924: from=<>, size=4474, class=0, nrcpts=1, msgid=<1286178860.245899.590153795@ticketing-system@hostdomain>, relay=www @localhost Oct 4 15:54:21 ticketing-system sm-mta[9925]: o947sLEV009925: from=<>, size=4727, class=0, nrcpts=1, msgid=<1286178860.245899.590153795@ticketing-system@hostdomain>, proto=ESMTP , daemon=Daemon0, relay=localhost [127.0.0.1] Oct 4 15:54:21 ticketing-system sendmail[9924]: o947sLU4009924: to=mailuser@domainname, delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=34474, relay=[127.0.0.1] [127.0.0.1], dsn =2.0.0, stat=Sent (o947sLEV009925 Message accepted for delivery) Oct 4 15:54:21 ticketing-system sm-mta[9927]: o947sLEV009925: to=<mailuser@domainname>, delay=00:00:00, xdelay=00:00:00, mailer=esmtp, pri=34727, relay=domainname. [mailDNS], dsn=4.0.0, stat=Deferred: Connection refused by domainname. Oct 4 15:59:44 ticketing-system sendmail[9946]: o947xi6D009946: Authentication-Warning: ticketing-system: www set sender to <> using -f Oct 4 15:59:44 ticketing-system sendmail[9946]: o947xi6D009946: from=<>, size=4478, class=0, nrcpts=1, msgid=<1286179184.320208.756466803@ticketing-system@hostdomain>, relay=www @localhost Oct 4 15:59:44 ticketing-system sm-mta[9947]: o947xikw009947: from=<>, size=4736, class=0, nrcpts=1, msgid=<1286179184.320208.756466803@ticketing-system@hostdomain>, proto=ESMTP , daemon=Daemon0, relay=localhost [127.0.0.1] Oct 4 15:59:44 ticketing-system sendmail[9946]: o947xi6D009946: to=mailuser@domainname, delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=34478, relay=[127.0.0.1] [127.0.0.1] , dsn=2.0.0, stat=Sent (o947xikw009947 Message accepted for delivery) Oct 4 15:59:44 ticketing-system sm-mta[9949]: o947xikw009947: to=<mailuser@domainname>, delay=00:00:00, xdelay=00:00:00, mailer=esmtp, pri=34736, relay=domainname, dsn=5.1.2, stat=Host unknown (Name server: domainname: no data known) BR, Battulga.g

1 0

Search templates in Beta 4
by Hugh Kelley 01 Oct '10

01 Oct '10

I'm not sure if this a bug or user error, but I can't get a search template to save its fields. My steps: 1) Click the search button 2) Click "Create New" 3) Type in a template name 4) Add two filter criteria; owner and state, for example 5) Hit Create New Template 6) Run search, results are returned. 7) Click the search button again, the template is there but the fields/attributes are gone. Hugh

2 3

Statistics
by DM_Julio Angulo 01 Oct '10

01 Oct '10

Hi, i have all the modules ITSM installed and in a statistical i want to see how ticket escalated this month but do not understand well as any aid is grateful. Julio Cesar Angulo Quiroz Telf.: 997066155

1 0

Possible Issues with Red Hat Enterprise Linux
by Steve Durbin 01 Oct '10

01 Oct '10

We’re running OTRS on Red Hat Enterprise Linux and this week PDF production suddenly stopped working. This may be due to local configuration, but in case others are experiencing it thought I’d better log it with the OTRS mailing list. Aside from the PDF failing, $OTRS_HOME/bin/otrs.checkModules also reported that CGI was out-of-date, SOAP::Lite wasn’t present and gave null string errors on some of the modules. This was completely clean last week! We traced it back to the automated (yum) updates, which had overwritten certain Perl modules, breaking Compress:Zlib and Scalar::Util You can test for the latter by running perl -MScalar::Util=dualvar -e 1 This should return no errors; you’ve got the problem if you get a message saying dualvar isn’t supported. The Compress::Zlib one breaks CPAN which makes it rather hard to fix things! The error is an undefined subroutine for compress::Zlib::gzopen. We worked around the issue by downloading IO-Compress-2.030 from CPAN and compiling it (and any pre-requisites) by hand. This fixed CPAN so we could do a force install on Scalar::Util, CGI and SOAP::Lite to get everything else working, after reloading Apache. $OTRS_HOME/bin/otrs.checkModules can be used to check all is well again. I’ve added the line; exclude=*perl* to /etc/yum.conf which hopefully will stop it doing this again, although it obviously means we’ll have to do Perl upgrades by hand when needed… Be interested to hear if others have had this experience! -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk ________________________________ E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

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