October 2010 - otrs - OTRS mailing lists

convert email to ticket
by DM_Julio Angulo 02 Nov '10

02 Nov '10

Hi team, I wonder if they know a practical manual on how to convert email into ticket and put in a queue, use the administrator email account, but the mails are not converted to tickets, they could send me some link that can guide me, thank you very much . Julio Cesar Angulo Quiroz Telf.: 997066155

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Insecure dependency in require while running with -T switch
by Marco Ferreira 02 Nov '10

02 Nov '10

Hello All, I update my otrs version from otrs-2.4.8-01 to otrs-2.4.9-01, and after this the application don't work fine, when I access the otrs via browser I have this error : Software error: Insecure dependency in require while running with -T switch at /opt/otrs//Kernel/Config/Defaults.pm line 2331. Maybe this can help you : perl -wT /opt/otrs/bin/cgi-bin/index.pl Insecure dependency in require while running with -T switch at /opt/otrs/bin/cgi-bin/index.pl line 42. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/index.pl line 42. Could you please help, my otrs it's stopped regards and thanks in advance.

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Beta 6 - Freetext Required Validation?
by Hugh Kelley 01 Nov '10

01 Nov '10

My Freetext "requirements" are not being enforced in Beta 6 (though I'm fairly certain they were a few weeks ago). Given the following Sysconfig (abbreviated from ZZZAuto.pm), I would expect 1 and 2 to be required for any new phone ticket, but this is not the case. $Self->{'Ticket::Frontend::AgentTicketPhone'}->{'TicketFreeText'} = { '1' => '2', '2' => '2', '3' => '1', '4' => '1', }; $Self->{'Ticket::Frontend::AgentTicketCompose'}->{'TicketFreeText'} = { '1' => '2', '2' => '2', '3' => '1', '4' => '1', }; Has anyone else seen this? Is there another option I should be setting? Hugh

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editing a ticket in customer interface
by shrikant k 01 Nov '10

01 Nov '10

hello , can any one help in how to edit a already raised ticket in customer interface i just want to change the subject , say i want to add some information in subject or to change the que how to it can any one help me regards shrikant

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Use Active Directory manager attribute to enable "Company Tickets" in customer portal
by Hugh Kelley 31 Oct '10

31 Oct '10

I've put together a quick implementation of the CustomerIDs feature that uses the AD manager attribute to generate the list at run time. Deployment steps (all two of them) and a Perl module are posted in an enhancement request here: http://bugs.otrs.org/show_bug.cgi?id=6193 Hugh

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Re: [otrs] Beta 6 Browser Message - An error occured! For details please see your browser log!
by Michiel Beijen 30 Oct '10

30 Oct '10

Today I spoke with an otrs user who experienced the very same issue. Could it be you're using a custom theme? He was - and he had copied over all dtl files to the theme directory. Some of otrs's dtl files also contain some javascript or other functions that can cause these kind of errors when one part of OTRS is upgraded and the other - the dtl template - is not. Please bear in mind that when using templates you only need to copy over the specific DTL files you need to customize, OTRS will read all other data from the Standard directory. Hth, -- Mike > > I believe this was caused by a dual-monitor display where the second monitor was running a smal... --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs -- Martin Gruner Developer R&D OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann Testen Sie 30 Tage lang kostenfrei die Vollversion von OTRS OnDemand: http://www.otrsondemand.com/ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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GenericAgent inputs
by Ionel GARDAIS 29 Oct '10

29 Oct '10

Hi, Thanks to the example file, I've configured GenericAgent.pm to send Escalation mails : 'send escalation notifications' => { Escalation => 1, New => { Module => 'Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission', }, }, I was saw that there were preconfigured agent notifications for "New Ticket". I use the browser to configure New ticket agent notification but : - this does not use the predifined notification - it is declared another way than the escalation notification Question is : how to declare a "New Ticket notification" inside GenericAgent.pm ? Will 'send new ticket notifications' => { Status => ['new'], New => { Module => 'Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission', }, }, Do the trick ? Thanks, Ionel -- Ionel GARDAIS IT Team manager

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ITSM - How to add a new field in ConfigItem?
by Straccialano, Rosanna 29 Oct '10

29 Oct '10

Dear All, Is anybody able to help me please and show me how I add another field in the ConfigItems section. I would like to have a field called 'Asset No' in all the classes. Would really appreciate your help, thank you! Rosanna

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Is it possible to create ticket through IVT or throug any script
by Darshak 29 Oct '10

29 Oct '10

The whole idea is to create the ticket automatically when customer calls, there is no Agent ONLY IVR System is there. How can it be possible? -- Best Regards, Darshak Modi +91 9909008245 darshakamodi(a)gmail.com

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"Need URL or Reload!" 500 Errors in Beta 6
by Hugh Kelley 29 Oct '10

29 Oct '10

Is anyone else seeing these errors when closing some, but not all, tickets? [Fri Oct 29 11:49:49 2010][Error][Kernel::Output::HTML::LayoutPopup::PopupClose][57] Need URL or Reload! The ticket closes successfully but the agent is left with a server error. I already have a bug open for this,http://bugs.otrs.org/show_bug.cgi?id=6055, but am wondering if anyone else has a workaround. Hugh

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