October 2010 - otrs - OTRS mailing lists

ITSM 2.0.2 functionality
by sergio＠scs.eti.br 26 Oct '10

26 Oct '10

Hi I am currently running OTRS 2.4.7 ITSM 2.0.2, but I didn't install some packages like: ITSMIncidentProblemManagement 2.0.2 ITSMServiceLevelManagement 2.0.2 ITSM 2.0.2 Am I loosing any functionalities? Thanks in advance Sergio

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Outbound SMTP Spooler?
by Hugh Kelley 25 Oct '10

25 Oct '10

I had a temporary mail server authentication issue recently. Example below. [Sun Oct 24 23:11:06 2010][Error][Kernel::System::Email::SMTP::Send][117] SMTP authentication failed: 5355.7.3 Authentication unsuccessful. This caused my outbound messages and notifications to be undelivered. Now that the original issue has been resolved I was hoping the messages would be dequeued and sent. That doesn't appear to be the case. Is there a setting I can enable to cause spooling? Are the messages somewhere I'm not looking? Hugh

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Graph stats
by GARDAIS Ionel 23 Oct '10

23 Oct '10

Hi list, I'm new to OTRS but I succeed in having a working server connected to multiple LDAP for multiple customers. I've played a bit with tickets : create, answer, close or wait for escalation. Unfortunaly, I'm trying to get some graph stats and all I can get is a desperately flat graph. I'd like to create a stat report with : - the last (week or month) on the X axis - the average first response time on the Y axis - a selection of queues as input data. I tried multiple combination but never succeeded. I'm using OTRS 3.0b5 with a mysql DB. Thanks for your help, Ionel

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OTRS 3 database compatibility
by Jos Vos 22 Oct '10

22 Oct '10

Hi, Can I safely assume that databases created with OTRS 3.0.0 beta5 can also be used with the final 3.0.0 version or (of not) that tools will become available to convert the database? 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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use of Escalation parameter on GenericAgent.pm
by Leonardo Certuche 22 Oct '10

22 Oct '10

Hello there, I have a question regarding the use of Escalation on GenericAgent.pm that hopefully some of you could kindly answer. The following example is found at /opt/otrs/Kernel/Config/GenericAgent.pm.examples 'move escalation ticket to experts' => { # get all tickets with these properties Queue => 'xyz', Escalation => 1, # new ticket properties New => { Queue => 'experts', }, }, As far as I understand, Escalation => 1 means that the ticket was actually escalated but, to which of the three escalations available refers? How can I distinguish between First Response, Update or Solution time? I'm asking because we're evaluating the possibility of using Update Time (which always escalates on this environment since Customers never send updates) to move a ticket from one queueA to queueB if Agents of queueA weren't able to solve the ticket before the time stored in Update Time is reached. That way Agents of queueB will see this ticket on their queue and they will be able to solve it before Solution time is reached. Thanks in advance for your help, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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backup.pl password question
by Mark Novak 21 Oct '10

21 Oct '10

Hello Everyone, I am trying to use the provided backup.pl script to backup up my OTRS installation on Ubuntu Linux. The first part of the script works fine, but I get an error during the database dump: Dump MySQL rdbms ... mysqldump: Got error: 1045: Access denied for user 'otrs'@'localhost' (using password: YES) when trying to connect I know that the database name, user name and password are stored in Config.pm. However, in Config.pm, it does not actually show the DB password: $Self->{DatabasePw} = $dbpass; I think that the problem is that my database password uses special characters. I have tried escaping them with a \ and specifying the password in Config.pm, but that doesn't seem to work. I am not sure if it is a problem with my escaping or if it is a function on Config.pm and backup.plthat it won't take a specified password as input. Can I change the password of the dbuser on this production system in mysql to something that doesn't have special characters? I want to ensure that it will not negatively impact my system if I make the password change. Best Regards, Mark Novak

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Error: Module Kernel/Modules/.pm not found
by Jeff Travers 21 Oct '10

21 Oct '10

We've upgraded our OTRS installation from 2.4.5 to 2.4.8 and I'm receiving the following error after each ticket creation: ----------------------------- Error: Module Kernel/Modules/.pm not found! ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: MSWin32 Time: Thu Oct 21 13:16:28 2010 Message: Module Kernel/Modules/.pm not found! Traceback (1160): Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 182 Module: PerlEx::Precompiler::c_::otrs::bin::cgi2dbin::index_pl::__ANON__ (v1.88) Line: 48 Module: (eval) (unknown version) Line: 458 Module: PerlEx::Precompiler::Execute (unknown version) Line: 458 ----------------------------- The tickets appear to be created successfully but I can't determine what part of the process is invoking the error. We're using IIS6 as our web server and Oracle as the backend database. Any help would be appreciated. Thanks!

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Migrate database
by Will Bradshaw 20 Oct '10

20 Oct '10

We are upgrading from OTRS 2.0.4 (Debian 4.0) to OTRS 2.4.7 (Ubuntu 10.04 Server). These are two completely different machines, but I need to migrate my data from the old system to the new. What steps should I take to use the backup.pl and restore.pl respectively. I understand that I will also need to run a DBUpdate-to-2.4.pl. Just to recap, here is my setup: BOX1 OTRS 2.0.4 using mysql BOX2 OTRS 2.4.7 using mysql What do I need to do moving forward to get all of my existing data from BOX1 to BOX2 and convert the database to 2.4? Will Bradshaw Network Administrator Jungle Jim's Intl. Market Phone: 513.674.6030 Mobile: 513.218-1322 Fax: 513.674.6001 http://www.junglejims.com

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Increase maxlength
by Steve Clark 20 Oct '10

20 Oct '10

Hello List, Where do I change the maxlength field for input of data. Here is the an excerpt of the source generated in the customer_user maintenance screen. I need to increase the maxlength to more than 150.   <tr> <td width="40%" class="contentkey"> Email: <font color="red" title="This values are required.">*</font> <font color="blue" title="This values are read only."></font> </td> <td class="contentvalue"> <input type="text" name="UserEmail" value="stephen.clark(a)seclark.us" size="35" maxlength="150" /> </td> </tr>  Thanks, Steve -- 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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Template: ITSMChange
by sergio＠scs.eti.br 20 Oct '10

20 Oct '10

Hi I can´t see the templates for: ITSMChange (0) - ITSMWorkOrder (0) - CAB (0) How can I activate them? Thank you Sergio

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