October 2010 - otrs - OTRS mailing lists

Beta 6 Browser Message - An error occured! For details please see your browser log!
by Hugh Kelley 29 Oct '10

29 Oct '10

I've upgraded to OTRS 3.0 beta 6 and now get the following message in many screens, especially when going into a ticket with multiple articles. Observed in FF 3.6 and IE. An error occured! For details please see your browser log! Look familiar to anybody? Hugh

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OTRS beta6 agent UI: columns gone?
by Jos Vos 29 Oct '10

29 Oct '10

Hi, What happened to the agent screens in beta6, like dashboard and admin? I see nothing listed side-by-side anymore (only one columns) and the screens look worse (and more inefficient to use) than before. Is this intentionally or is it a bug? Thanks, -- -- Jos Vos <jos(a)xos.nl> -- X/OS Experts in Open Systems BV | Phone: +31 20 6938364 -- Amsterdam, The Netherlands | Fax: +31 20 6948204

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How to define mail escalation priority level.
by yatin bhardwaj 29 Oct '10

29 Oct '10

Dear all, I am facing a problem to define mail escalation priority level. Suppose on *Low priority3* *PR3* (Between 1hr to 8hr) the mail should automatically deliver to support(a)example.com, If time exceed 8hr then mail automatically send to manager(a)example.com, If time exceed 16hr then mail automatically send to vp(a)example.com. On *Medium priority2* *PR2* (Between 1hr to 4hr) the mail should automatically deliver to support(a)example.com, If time exceed 4hr then mail automatically send to manager(a)example.com, If time exceed 8hr then mail automatically send to vp(a)example.com. On *High priority1* *PR1* (Between 1hr to 2hr) the mail should automatically deliver to support(a)example.com, If time exceed 2hr then mail automatically send to manager(a)example.com, If time exceed 4hr then mail automatically send to vp(a)example.com. Regards, Yatin Bhardwaj.

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Option Forward missing
by DM_Julio Angulo 28 Oct '10

28 Oct '10

Good morning, I have installed the version of OTRS 2.4.7 with ITSM 2.1.1 on windows XP platform, the problem faced by agents is that the option has gone forward. this is normal or when updating something loss?. OTRS 2.4.7 - ITSM 2.0.3 OTRS 2.4.7 - ITSM 2.1.1 should report this as a bug or is change the way of work? thanks Julio Cesar Angulo Quiroz Telf.: 997066155

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Notifications - substitute event stuff?
by Robert Merrill 28 Oct '10

28 Oct '10

I was wondering if it would be possible to add some tags to the event notification framework to substitute in information about the event? e.g. what event it was. I would like to set up a generic notification that sends ALL events to a single email address, including the type of event in the email, but there is no tag for type of event.

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LDAP auth not working with OTRS version 2.4.9
by Sidnei Moreira 28 Oct '10

28 Oct '10

hello, i've tried to configure active directory authentication in my 2.4.9 version of otrs, but had no success. i got error "incorrect login - user name or password incorrect" both in agent or customer frontends. so, i've searched this forum and some other resources on the web, and found that many others had the same problem i am facing now, but any of them could find out a solution that puts orts to work as it should. i wonder if there is really any possibility of authenticating otrs with windows active directory users. anyone could tell me if it worked and perhaps could help me to get into the light path? i am able to provide config files and error-log to anyone that could help me. i also included a forum post with this exact content. thanks a lot for any valuable help on this. -- sidnei moreira

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upgrade from 2.4.7 to 2.4.9 with ITSM installed
by Steve Clark 28 Oct '10

28 Oct '10

Hello, anyone tried to upgrade from 2.4.7 to 2.4.9 with ITSM installed. I got the following: 1:otrs warning: /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketClose.dtl created as /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketClose.dtl.rpmnew warning: /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketEmail.dtl created as /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketEmail.dtl.rpmnew warning: /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketFreeText.dtl created as /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketFreeText.dtl.rpmnew warning: /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketNote.dtl created as /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketNote.dtl.rpmnew warning: /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketOwner.dtl created as /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketOwner.dtl.rpmnew warning: /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketPending.dtl created as /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketPending.dtl.rpmnew warning: /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketPriority.dtl created as /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketPriority.dtl.rpmnew warning: /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketResponsible.dtl created as /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketResponsible.dtl.rpmnew In doing a diff between the files it looks like ITSM changed these files and now the upgrade didn't work correctly??? -- Stephen Clark *NetWolves* Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

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Beta 6 - Toolbar Icons Only Showing When Count > 0
by Hugh Kelley 28 Oct '10

28 Oct '10

Under beta 6, only icons with counts (watched == 1, locked ==2, etc.) are showing. Is this a new Beta 6 feature? Can the previous default be restored? Hugh

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error trying to look at full changelog on 2.4.9
by Steve Clark 28 Oct '10

28 Oct '10

Hi, When I click on the link: For full list of changes see: http://source.otrs.org/viewvc.cgi/otrs/CHANGES I get: co: output error: Bad file descriptor co aborted -- Stephen Clark *NetWolves* Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

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ITSM - question about changing CIs - batch style
by João Pagaime 28 Oct '10

28 Oct '10

Hello all. I would like to change a bunch of CI - Configuration Items in a batch style I have acess to the mysql database, so I thought it would be a matter of finding out the last version ID of the CIs, and update the corresponing xml_content_value field on the xml_storage table It seems it doesn't work that way... (looking at the way OTRS web interface does any change, it looks there's a lot more work involved...) anybody had the same problem? is there an API to facilitate a change on a CI? thanks any way João

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