November 2010 - otrs - OTRS mailing lists

demo.otrs.org down?
by Henry C. 10 Nov '10

10 Nov '10

Hi, I was hoping to try out demo.otrs.org, but it's been down since at least yesterday. It's failing with: Software error: Magic number checking on storable string failed at blib/lib/Storable.pm (autosplit into blib/lib/auto/Storable/thaw.al) line 415, at /opt/otrs//Kernel/System/Cache/FileStorable.pm line 128 For help, please send mail to the webmaster (info(a)otrs.org) giving this error message and the time and date of the error. Does anyone know if the demo site is based on v3-beta or v2.x? Regards Henry

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Automatic "next state"
by GARDAIS Ionel 10 Nov '10

10 Nov '10

Hi, I've defined a few responses to be used by the agents ("Done", "works for me", …) Is it possible to automatically set the next state to "closed" or "pending close" when an agent select one of these answer ? Thanks, Ionel

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Time Reporting
by Adam Retter 09 Nov '10

09 Nov '10

In our OTRS system, we are having some problems with Time Reporting being very strict. Several of our users often cannot get past the Time Reporting screen. It seems that we have to report times for every day, and if we have not done any work on that day we have to put the day as 'On Vacation'. We work here in a very flexible way, is it possible to configure a more flexible approach to time keeping in OTRS, whereby we can just report the hours that we do, on the days that we do them. Without being bothered by the system to input times or vacations for days when we have not actually worked? Thanks Adam. -- Adam Retter skype: adam.retter tweet: adamretter http://www.adamretter.org.uk

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<OTRS_UserFirstname> not resolving
by Leonardo Certuche 09 Nov '10

09 Nov '10

Hello there, Here's a small questions about variables and notifications for which I'd love some help from you guys, we're using OTRS 2.4.8 and ITSM 2.1.1 We included <OTRS_UserFirstname> on some notifications but that variable is not being resolved. I changed them for <OTRS_OWNER_UserFirstname> but OTRS never updated my change. Does anyone know what could be causing this behavior? Thanks in advance, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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approval needed before granting system access
by Sidnei Moreira 09 Nov '10

09 Nov '10

hi, for the situation explained: - person 'a' (user) needs some system access - person 'a' opens a ticket via email - otrs should accept the ticket and send automatically an email to person 'b' (manager), who is responsible for authorizing the access for that system - person 'b' then replies otrs email authorizing the requested access - otrs then moves the mail to sys-admin queue, which is person 'c' who will actually grant the access. premises: person 'a' (user) and person 'b' (manager) will never access the frontend, they will always work via email. does somebody know a way of implementing this? thanks for any help on that. -- sidnei

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Default groups for multiple LDAP customers
by GARDAIS Ionel 09 Nov '10

09 Nov '10

Hi, I've setup multiple customers datasources, pulling from 2 differents AD. I'd like to isolate these 2 datasources as 2 groups to get : - company 'A' customers belong to usergroup 'A' and queue 'A' restricted to usergroup 'A' - company 'B' customers belong to usergroup 'B' and queue 'B' restricted to usergroup 'B' Agents will belongs to both group 'A' and 'B'. I've found the "CustomerGroupAlwaysGroups" parameter but it seems to be an overall setting, not a per-datasource setting. Is there a way to do this datasource per datasource ? Thanks, Ionel

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bugs.otrs.org or otrsteam.ideascale.com ?
by Alexander Halle 09 Nov '10

09 Nov '10

Hi, many thanks for otrsteam.ideascale.com . I read that one should add the bugzilla ID to an idea if it is already existing in the bug tracker. But what about completly new ideas ? Shall they to be posted to both tools or only to ideascale from now on ? Thanks in advance Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de

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Ticket number
by Serge A. Ribalchenko 09 Nov '10

09 Nov '10

Hi there, I have installed OTRS 3.0 beta6, just trying to implement it in our company's workflow. Currently the tickets in this system have IDs in form YYYYMMDDXNNNNNNN, where YYYY - year, MM - month, DD - day, X - some strange magic number and seven X-es are serial counter. For example, Ticket#2010110410000069. Our users complain that this is a lot of numbers, they are redudant and can be shrinked and zipped to, say, yyMMDDXNNN. Is it possible to do so by redefining some perl structure in Kernel/Config.pm? Thanks. -- Serge A. Ribalchenko <fisher(a)tpaba.org.ua>

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otrs beta7 rpm :depends on mysql-server
by Ionel GARDAIS 09 Nov '10

09 Nov '10

Hi, Not a bug but just to say : it looks like the beta7 rpm is dependent on mysql-server. However, as otrs can be installed on any machine and connect to a remote mysql server, it should not be a hard rpm dependence. Ionel -- Ionel GARDAIS IT Team manager

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Link Config-Item objects to customers in OTRS.
by Martin Møller 09 Nov '10

09 Nov '10

Hello all. I am currently investigating how to link e.g. a Computer object from Config-Item to a user, mostly a CustomerUser in a way that is visible when you look up said user. The system I have tested on is currently running OTRS 2.4.7. I can see that I can fairly easily set the owner of the computer and that this does match the user loginname, but how would I go about having it listed as a part of the users normal data (basically it should show the computers name and have an HTTP link that would bring you to that object. Bonus if there could be a link that would link the computer to the active case). Have anyone tried something like this or have a good idea about how to go about it? Users are looked up via LDAP, but it should be possible to do some scripting in the Map section, right? Regards, /Martin.

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