November 2010 - otrs - OTRS mailing lists

Re: [otrs] hide agent email address from customer view
by "LQ Marshall" 03 Dec '10

03 Dec '10

On Sep 14, 2010 3:36 AM, Daniel Maher <dma+otrs(a)witbe.net> wrote: On 09/02/2010 02:37 PM, Daniel Maher wrote: >>  I am curious to know if there is a way to hide the agent email addresses > > from the customer's viewpoint (i.e. customer.pl) ? In particular i am > > referring to the note tree when a customer zooms in on their ticket, but > > generally speaking, since all customer interaction occurs via the web > > interface, i'd rather they never know the email addresses of my agents - > > period. > > > > I do not want to remove or disable email functionality (as we use it for > > notifications and such internally), nor the requirement for the field > > itself within OTRS ; i simply want to make sure that customers can't see > > the email addresses of the agents that are handling their tickets. > I don't suppose anybody has any > ideas on how to go about hiding > email addresses from the > customers in customer.pl ? >  > Thank you. Don't know what you are talking about? Don't have any point where a customer can view an agents email address.  Only thing available in the basic setup is the queue email address. Where have you configured the agents email causing them to be displayed? L. Marshall -- Sent from Havelock, NC

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Customer Company
by Jober Mijares 02 Dec '10

02 Dec '10

Hi! I have a question: What's the real function of the option Customer Company?, because i tried to created more than one customer in only one company, but a received this message: : Duplicate entry 'OnTop Inc.' for key 1, SQL: 'INSERT INTO customer_company ( customer_id, name, street, zip, city, country, url, comments, valid_id, create_time, create_by, change_time, change_by) VALUES ( 'jluis(a)cnti.gob.ve', 'OnTop Inc.', 'La Hoyada', '1010', 'Caracas', 'Venezuela', 'www.mcti.gob.ve', 'mcti', 1, current_timestamp, 7, current_timestamp, 7)' Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Thanks!

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Documentation on OTRS.
by Chamarthi, Kumar, Sravan (IMS, Hyderabad) 01 Dec '10

01 Dec '10

Hi Team, Can you please send me the documentation of OTRS for beginners. Regards, Sravan. ________________________________ Information contained and transmitted by this e-mail is confidential and proprietary to Patni Computer Systems Ltd and its affiliates (hitherto referred as Patni Computers) and is intended for use only by the recipient. If you are not the intended recipient , you are hereby notified that any dissemination, distribution, copying or use of this e-mail is strictly prohibited and you are requested to delete this e-mail immediately and notify the originator or netadmin(a)patni.com. Patni Computers does not enter into any agreement with any party by e-mail. Any views expressed by an individual do not necessarily reflect the view of Patni Computers. Patni Computers is not responsible for the consequences of any actions taken on the basis of information provided, through this email. The contents of an attachment to this e-mail may contain software viruses, which could damage your own computer system. While Patni Computers has taken every reasonable precaution to minimise this risk, we cannot accept liability for any damage which you sustain as a result of software viruses. You should carry out your own virus checks before opening an attachment. To know more about Patni Computers please visit www.patni.com.

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OTRS 2.4.7 - Mysql database max size support
by Amit Sharma 01 Dec '10

01 Dec '10

Hi, I am using OTRS 2.4.7 on Linux with Mysql Database. Data size is 13 GB. Please let me know what is the max size it can support without affecting the performance. Of late I am experiencing that the respone is slow, it is beacuse of the BIG size of database? regards, Amit

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Autoincrement trouble
by Sune T. Tougaard 30 Nov '10

30 Nov '10

Hi List, Last night, our system (2.4.7) running "AutoIncrement" on the ticket number sequence generation, crossed over from 20299999 to 20300000 (or so it seems). But apparently something went wrong, and now it has gone back to 2000001 after having had a few issues with determining which number to use. The log looks like this: [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000001) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000001) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000001) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000001) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20100013) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20100015) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20100013) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20100013) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000003) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20300017) exists! Creating a new one. Please note the ticketnumbers, some are 5 and some are 6, some have a 1, some have a 3. Now it seems to have settled for only 5 beginning from 1, going upwards. TicketCounter.log seems to agree with this. Any ideas what might have gone wrong and how I get out of it again? I could just let it run, spamming the log with the above messages, until it finds free numbers again, but I'm not sure what the consequenses will be. Increase the number in ticketcounter.log, perhaps? Switch to "Date" or something?! Any input will be much appreciated. Thanks -- /Sune T.

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Can't See Shortcut Icons
by Parag Bhalerao 30 Nov '10

30 Nov '10

Hello, I am running OTRS 3.0 on Windows platform. In the documentation is says that on the agent login page, there are icons that show the amount of locked tickets and allow direct access to them, links to create a new phone/e-mail ticket. I don't see these icons. I can see only for locked tickets. Is this configurable? As per the documentation I should see But on actual system I see only GoodWills Parag Bhalerao Work 215-494-2709 Call 267-210-5949 Email parag.bhalerao(a)cybertech.com

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AgentITSMChangeMyWorkOrders not updating
by Leonardo Certuche 30 Nov '10

30 Nov '10

Hello there, On the current implementation we're supporting, when a workorder is assigned to a given Agent, his AgentITSMChangeMyWorkOrders counter is not being updated. It shows zero (0) even though a workorder is already assigned to him. The Agent has RW permission under the following groups: itsm-change itsm-change-builder itsm-change-manager users Am I missing some other configuration? Thanks in advance, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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Re: [otrs] Autoincrement trouble
by Sune T. Tougaard 30 Nov '10

30 Nov '10

Hi again, So far I have just been letting it run, detecting conflicting tickets by itself. It looks like it doesn't detect as many as i would have thought. If anyone have any ideas or concerns that I could/should investigate, input will still be greatly appreciated. Thanks. -- /Sune T. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: 26. november 2010 10:38 To: otrs(a)otrs.org Subject: [otrs] Autoincrement trouble Hi List, Last night, our system (2.4.7) running "AutoIncrement" on the ticket number sequence generation, crossed over from 20299999 to 20300000 (or so it seems). But apparently something went wrong, and now it has gone back to 2000001 after having had a few issues with determining which number to use. The log looks like this: [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000001) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000001) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000001) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000001) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20100013) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20100015) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20100013) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20100013) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000003) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20300017) exists! Creating a new one. Please note the ticketnumbers, some are 5 and some are 6, some have a 1, some have a 3. Now it seems to have settled for only 5 beginning from 1, going upwards. TicketCounter.log seems to agree with this. Any ideas what might have gone wrong and how I get out of it again? I could just let it run, spamming the log with the above messages, until it finds free numbers again, but I'm not sure what the consequenses will be. Increase the number in ticketcounter.log, perhaps? Switch to "Date" or something?! Any input will be much appreciated. Thanks -- /Sune T.

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Set Responsibles Automatically?
by jose francisco luis medina 30 Nov '10

30 Nov '10

it's possible assigned automatically and randomly the responsible on tickets of a specific queue?

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Mail to big
by Guillaume Rehm 28 Nov '10

28 Nov '10

Hi list, I have a mail to big to store it in DB. Ok, I delete it on my mailbox. But now on each cron, PostmasterMailBox.pl try to store it in db, again. Why PostmasterMailBox.pl find this big mail, it doesn't stored on mailbox. Otrs cache it ? If yes, where I can delete cache ? Anyone have info ? thanks a lot, and BR -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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