November 2010 - otrs - OTRS mailing lists

Re: [otrs] 2.4.7-3.0.2 Post Update
by Mikola Rose 26 Nov '10

26 Nov '10

Ok, now that I think I have the bulk of my update done and have logged in I get these errors in my browser Core.Agent.Dashboard is undefined What have I missed. Also clicking on ticket/Calendar etc does nothing. So close... Mik

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howto hide merged tickets
by mb 26 Nov '10

26 Nov '10

Hi all, I am running otrs 3.0.2. - I'd like to hide the merged tickets from the list of linked child objects (detailed ticket view, left side panel) - I'd like to extend this panel by edding a "star" or just a character to display the status of the linked tickets Thanks mb By the way: looks great!

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Generic Agent: Forward message?
by Lars Jørgensen 26 Nov '10

26 Nov '10

Hi, We are thinking about implementing this work flow: 1. System generates mail to OTRS 2. OTRS forwards the mail to an external partner 3. The partner replies to this mail The idea is that we need the ticket number in the forwarded mail in [2], so that replies from the partner will be attached to the ticket. Is this possible? Lars

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JavaScriptError: Cannot call method 'Init' of undefined
by Nils Breunese (Lemonbit) 26 Nov '10

26 Nov '10

Hello, We upgraded from OTRS 2.4.9 to OTRS 3.0.2 using the RPM package on CentOS 5.5. Everything seems to be working fine, but when we open the page to compose a new e-mail we get two JavaScript errors: ---- [ERROR] JavaScriptError: Cannot call method 'Init' of undefined • /otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:212Uncaught TypeError: Cannot call method 'Init' of undefined • TargetNS.HandleFinalError/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:212 • (anonymous function)/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:546 • c.b.extend.ready/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:37 • c.t/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:37 /otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:168[ERROR] JavaScriptError: Cannot call method 'Init' of undefined • /otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:212Uncaught TypeError: Cannot call method 'Init' of undefined • TargetNS.HandleFinalError/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:212 • (anonymous function)/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:546 • c.b.extend.ready/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:37 ---- We already tried removing these cache files, but they are regenerated and the error persists. As a result auto-complete and features (navigation) break... Has anyone else encountered this or does anyone know what is wrong here? How do we fix this? Nils.

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Customers need to see each others tickets. How can that be configured?
by Erik van Ast 25 Nov '10

25 Nov '10

Hi all, At our company we currently use OTRS 3.0.2. and we have 2 agents and about 10 customers. All these customers can create their own tickets but because 25-50% of these tickets are about the same problem we want all customers to be able to see each other's tickets. How can that be configured? Currently we have 1 main queue with 2 sub queues and for now I want the customers to be able to see all tickets created in one of those queues. We have created a group called "All customers" and we connected all users to that group through "Customers <-> Groups. In the top queue we have defined the group "All customers" but still customers aren't able to see the tickets created by other users. How can we configure this? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik

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After 2.4.9 upgrade from 2.3.3 FAQ empty
by Wes Plate 25 Nov '10

25 Nov '10

Last night I upgraded from 2.3.3 to 2.4.9 and it actually seemed to work. But this morning I checked the OTRS system log to see if if was actually working or if it was getting errors. I saw things like this in the OTRS System Log... Wed Nov 24 09:33:13 2010 error OTRS-CGI-1 No such ItemID 2! Wed Nov 24 09:33:07 2010 error OTRS-CGI-1 No such ItemID 61! And when I visited the FAQ it looked like this... http://www.automaticduck.com/screenshots/FAQafter2.4.9.jpg Before upgrading I had replaced my Standard theme folder with the factory 2.3.3 theme, I had theme problems during trial runs and by removing my modified theme before upgrading I was able to avoid some of those problems. After upgrading to 2.4.9 I _uninstalled_ the 1.5.3 FAQ module and then I installed the 1.6.5 FAQ module. Did uninstalling actually delete my FAQ entries? Maybe I should have _upgraded_ the FAQ module instead? I've reverted back to my backup so I can try this again later. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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Is it possible to show customers some particular queues not all queues
by shrikant k 25 Nov '10

25 Nov '10

hello all, I have instaled otrs and working fine now i felt the need of customers of same company to use only particular queues not all queues is it possible for them to see only some queues insead of all

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Reopened tickets
by Ionel GARDAIS 25 Nov '10

25 Nov '10

Hi, How to get stats about tickets that are or have been reopened ? My boss would like to get the history of reopened tickets. (Reopened as in "Closed successfully then opened again") Thanks, Ionel -- Ionel GARDAIS IT Team manager

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After 2.49 upgrade error replying to customer
by Wes Plate 25 Nov '10

25 Nov '10

I replied to a ticked then checked the System Log to make sure the message was sent and I saw this in the log... Wed Nov 24 16:42:21 2010 notice OTRS-CGI-1 Sent email to 'CUSTOMER NAME <CUSTOMER(a)EMAIL.com>' from 'Automatic Duck Support <ad-support-mc(a)automaticduck.com>'. HistoryType => SendAnswer, Subject => Re: [TKT#18008] Copying .wav files from Unity for sound editor update; Wed Nov 24 16:08:40 2010 notice OTRS-CGI-1 User: wplate authentication ok (REMOTE_ADDR: X.X.X.X). Wed Nov 24 16:07:05 2010 error OTRS-PM-1 Can't process mail, see log sub system! at /opt/otrs/bin/PostMaster.pl line 117. Wed Nov 24 16:07:05 2010 error OTRS-PM-1 Can't process email with MessageID <<20101020173048.22720.qmail(a)norma.cybrhost.com>>! Please create a bug report with this email (From: CUSTOMER(a)EMAIL.com, Located under var/spool/problem-email*) on http://bugs.otrs.org/! Wed Nov 24 16:07:05 2010 error OTRS-PM-1 Can't get ArticleID from INSERT! Wed Nov 24 16:07:05 2010 error OTRS-PM-1 Illegal mix of collations (latin1_swedish_ci,IMPLICIT) and (utf8_general_ci,COERCIBLE) for operation '=', SQL: 'SELECT id FROM article WHERE ticket_id = ? AND a_message_id = ? AND a_from = ? AND a_subject = ? AND incoming_time = ?' Wed Nov 24 16:07:05 2010 notice OTRS-PM-1 New Ticket [18130/Can?t copy .wav] created (TicketID=8252,Queue=AutoDuck Support,Priority=3 normal,State=new) What is the problem and how can I fix? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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X-OTRS-Children-In-Queues in PostmasterFilter not creating parent-child tickets
by Roland Wolters 24 Nov '10

24 Nov '10

Hej list, I want to auto-sort a given incoming mail (identified by a subject string) as a parent into one queue with several child tickets in other queues. I thought this should be possible by adding a PostMaster Filter matching the given subject and adding the X-OTRS-header "X-OTRS-Children-In-Queues" containing a comma separated list of the queues I want to create children in: "foo::bar,foo::zeta,alpha::beta". However, this does not seem to have any effect - the ticket is created in the RAW queue. If I add X-OTRS-Queue with "foo::something", a ticket is created in foo::something, and another one in the first queue mentioned in "X-OTRS- Children-In-Queues" - but they are not linked what so ever. So I do wonder: what is the right way to fill in X-OTRS-Children-In-Queues to create a bunch of inter-linked parent and child tickets? DestQueue.pm looks to me like the way would be to insert "foo::bar,foo::zeta,::alpha::beta", just like I tried... Regards, Roland -- Roland Wolters Tel.: +49 (0) 21 61 / 46 43-181 Mobil: +49 (0) 160 / 74 52 624 pgp fingerprint: D2DE 4612 9C7D 7B7A 420D 84A8 E900 29F9 C16C 2283 credativ GmbH, HRB Mönchengladbach 12080 Hohenzollernstr. 133, 41061 Mönchengladbach Geschäftsführung: Dr. Michael Meskes, Jörg Folz

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