October 2010 - otrs - OTRS mailing lists

what is TicketFreeText1::Link?
by José Luis 19 Oct '10

19 Oct '10

I wonder what the function of TicketFreeText1:: Link in the SysConfig, I'm working with FreeTexts and I need them the most benefit from this feature.

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[OTRS 3.0.0 beta5] "Company Tickets" always empty
by Jos Vos 19 Oct '10

19 Oct '10

Hi, When testing a new setup with 3.0.0 beta5, in the customer interface the "Company Tickets" never shows tickets (i.e. you get the "You have not created a ticket" screen), while "My Tickets" do show the tickets. I'm sure I have seen this working in one of the earlier betas. Before doing further research: is this maybe a bug? I'm not sure if it is related, but I do see these messages in httpd's error_log (I have anonymized the used customerid as FIRST_SECOND, but some customer ids do have an underscore in it): [Sat Oct 16 20:22:17 2010] [warning]: WARNING: nonstandard use of \\ in a string literal LINE 1: ...\\_SECOND')) ) OR ((LOWER(st.customer_id) = LOWER('FIRST\\_SECO... ^ HINT: Use the escape string syntax for backslashes, e.g., E'\\'. (/var/www/otrs//Kernel/System/DB.pm:553) Also, I do have enabled support for multiple customer_ids by adding that to the Map and as an extra DB field for customer_user. Thanks for any suggestion, -- -- 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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Re: [otrs] Link to reopen a ticket
by Pradumna Maheshwari 19 Oct '10

19 Oct '10

Thanks Nils, But where to check whether Customer have permission to Queue ? How to give permission ? Pradumna Maheshwari =====-----=====-----===== 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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Re: [otrs] Link to reopen a ticket
by Pradumna Maheshwari 19 Oct '10

19 Oct '10

Thanks Nils, But where to check whether Customer have permission to Queue ? How to give permission ? Pradumna Maheshwari =====-----=====-----===== 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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Use LDAP backends which have dns round robin?
by LEBLANC Bastien (EXT CAP GEMINI) 19 Oct '10

19 Oct '10

Hi all, we have here ldap servers setup with a dns round robin. Which means when we execute nslookup ourldapservers.example.com we have in return several IP address. This is useful if one server is done, applications should go to the next one. Example on telnet: > telnet ourldapservers.example.com 389 Trying 10.x.x.1... telnet: connect to address 10.x.x.1: Connection refused Trying 10.x.x.2... Connected to ourldapservers.example.com Escape character is '^]'. Connection closed by foreign host. ==> telnet goes directly to a next IP BUT, on otrs, we get an error, and OTRS doesn't retry on other IP: Can't connect to ourldapservers.example.com : IO::Socket::INET: connect: Connexion refusée at Kernel/System/CustomerUser/LDAP.pm line 132. Is it possible to have a different behavior (configuration issue?) ? Should I fill a bug ? (we are currently using otrs.2.4, can't try otrs 3 for the moment) Thkxs Bastien. ------- Ce message et toutes les pièces jointes sont établis à l'intention exclusive de ses destinataires et sont confidentiels. L'intégrité de ce message n'étant pas assurée sur Internet, la SNCF ne peut être tenue responsable des altérations qui pourraient se produire sur son contenu. Toute publication, utilisation, reproduction, ou diffusion, même partielle, non autorisée préalablement par la SNCF, est strictement interdite. Si vous n'êtes pas le destinataire de ce message, merci d'en avertir immédiatement l'expéditeur et de le détruire. ------- This message and any attachments are intended solely for the addressees and are confidential. SNCF may not be held responsible for their contents whose accuracy and completeness cannot be guaranteed over the Internet. Unauthorized use, disclosure, distribution, copying, or any part thereof is strictly prohibited. If you are not the intended recipient of this message, please notify the sender immediately and delete it.

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Prevent User ID 1 / root from Owning tickets
by Hugh Kelley 19 Oct '10

19 Oct '10

We have a relatively "open" permission model for our tickets. Most agents can add notes or replies without owning the ticket. As a result, some tickets go all the way to resolution without having the ID changed. This means that some get closed with the root user (#1) as the owner. Is there a way to force this ID to be changed to a "valid" user within the UI? Hugh

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ACL for CMDB/Config Item access
by Christoph Ohliger 19 Oct '10

19 Oct '10

Hi, has anyone tried to implement access restrictions for Config Items ? For example I want restrict the access to "Serial Number" attribute of Software Config Item. regards Christoph Ohliger

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Customer info problem
by Annika Liikanen 18 Oct '10

18 Oct '10

I have strange problem. I made a test ticket and now I can´t change customer info. If I go to zoom ticket => Customer => Set customer user and customer id of a ticket => I can put the CustomerID but if I put something to Customer User box, it clears all the boxes. So I can put only customerID, not customer user. Now when there is not any customer info, when I close the case, it always comes back to the system because there is no customer email, where the system sends the closing email. What can I do to get rid of this test case? -- Annika

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Re: [otrs] otrs Digest, Vol 25, Issue 36
by Ruzwan Abdul 16 Oct '10

16 Oct '10

Hi All, I am getting the below error in System log Mysql when using Dashboard. version 2.4.6 OTRS You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.until_time >= 1286808536 ORDER BY st.until_time ASC LIMIT 25' at line 1, SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.until_time >= 1286808536 ORDER BY st.until_time ASC LIMIT 25' Please suggest what could be the problem, because of this my lock tickets are not getting unlock getting same error. Regards, Ruzwan On Sat, Oct 16, 2010 at 5:30 PM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: otrs Digest, Vol 25, Issue 35 (Ruzwan Abdul) > 2. Re: Customer with multiple email addresses (Broderick Wood) > 3. Comparing OTRS with other ticket system (Darshak) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Sat, 16 Oct 2010 08:55:29 +0530 > From: Ruzwan Abdul <ruzwan(a)pyrogroup.com> > Subject: Re: [otrs] otrs Digest, Vol 25, Issue 35 > To: otrs(a)otrs.org > Message-ID: > <AANLkTik-ySh=wNO9rnY5jivV0VB9Hvm8yxnJC8bweOhV(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > Hi All, > > I am getting the below error in System log Mysql when using Dashboard. > version 2.4.6 OTRS > > > You have an error in your SQL syntax; check the manual that corresponds to > your MySQL server version for the right syntax to use near ') AND > st.until_time >= 1286808536 ORDER BY st.until_time ASC LIMIT 25' at line 1, > SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq > WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.until_time > >= > 1286808536 ORDER BY st.until_time ASC LIMIT 25' > > > Please suggest what could be the problem, because of this my lock tickets > are not getting unlock getting same error. > > Regards, > Ruzwan > On Fri, Oct 15, 2010 at 5:30 PM, <otrs-request(a)otrs.org> wrote: > > > Send otrs mailing list submissions to > > otrs(a)otrs.org > > > > To subscribe or unsubscribe via the World Wide Web, visit > > http://lists.otrs.org/cgi-bin/listinfo/otrs > > or, via email, send a message with subject or body 'help' to > > otrs-request(a)otrs.org > > > > You can reach the person managing the list at > > otrs-owner(a)otrs.org > > > > When replying, please edit your Subject line so it is more specific > > than "Re: Contents of otrs digest..." > > > > > > Today's Topics: > > > > 1. Link to reopen a ticket (Pradumna Maheshwari) > > > > > > ---------------------------------------------------------------------- > > > > Message: 1 > > Date: Fri, 15 Oct 2010 16:40:28 +0530 > > From: Pradumna Maheshwari <pradumna.maheshwari(a)tcs.com> > > Subject: [otrs] Link to reopen a ticket > > To: otrs(a)otrs.org, otrs-bounces(a)otrs.org > > Message-ID: > > < > OF7D3402D4.A7B0B5CE-ON652577BC.003D0CE9-652577BD.003D62D0(a)tcs.com> > > Content-Type: text/plain; charset="us-ascii" > > > > Hello, > > > > I want to give a link in Survey, so that Customer can re-open the ticket. > > > > I tried this : > > <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias> > > customer.pl?Action=CustomerTicketZoom&TicketID=<http://customer.pl/?Action=CustomerTicketZoom&TicketID=> > <http://customer.pl/?Action=CustomerTicketZoom&TicketID=> > > <OTRS_TICKET_ID> > > > > but not working. It is giving error : "Message: No Permission! " > > > > What to do..? > > > > Thanks... > > > > Pradumna Maheshwari > > =====-----=====-----===== > > 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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Link to reopen a ticket
by Pradumna Maheshwari 16 Oct '10

16 Oct '10

Hello, I want to give a link in Survey, so that Customer can re-open the ticket. I tried this : <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>customer.pl?Action=CustomerTicketZoom&TicketID=<OTRS_TICKET_ID> but not working. It is giving error : "Message: No Permission! " What to do..? Thanks... Pradumna Maheshwari =====-----=====-----===== 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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