December 2010 - otrs - OTRS mailing lists

No notification for agents and customers after new ticket and new tickets created by email are not created
by Erik van Ast 08 Dec '10

08 Dec '10

Hi all, The agents in our organisation don't get any notifications anymore when a new ticket is created. Another thing that goes wrong is that when a ticket is being created by sending an email, the ticket is not created at all in the OTRS system. Both problems occurred after changing the authentification from DB to LDAP and after changing the passwords of 2 OTRS users in the Active Directory. My guess is that the problem lies on the email (Postmaster) of OTRS, but where can I check the settings and set the new passwords correctly? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik van Ast

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Antw: Upgrading from 2.4.9 to 3.0.3: pain
by bjoern wahl 08 Dec '10

08 Dec '10

We have also a lot of pain with the move to 3.0.3. http://forums.otrs.org/viewtopic.php?f=35&t=6831 I did not manage to solve the problem by now. If you have any solution please mail. Mit freundlichen Grüßen __________________________________ Björn Wahl Leiter EDV-Abteilung Betriebswirt Fachrichtung Wirtschaftsinformatik St.-Marien Hospital Borken GmbH Am Boltenhof 7 - D-46325 Borken Telefon: +49 (0) 2861 97 - 1125 Telefax: +49 (0) 2861 97 - 5 1122 bjoern.wahl(a)hospital-borken.de www.hospital-borken.de >>> Aron Rotteveel 07.12.10 10.42 Uhr >>> Hi, I have just *tried* upgrading from 2.4.9 to 3.0.3 but found it to be a great pain. I have manually plowed through the database and ZZZAuto.pm to change our default theme to 'Standard' again to make the basics work, but after that it seems that I am left with a completely unusable installation. I can not click anything except for the tickets in the dashboard view. When I get in the ticket screen, I can no longer click *anything*. Not the menus, not the ticket/conversation options, nothing. My bet is this is caused by overusage of JavaScript and not providing a fallback. If this is the case, this should really be re-thought. The interface does not really feel that intuitive compared to 2.x and the use of JavaScript I have seen so far does not really improve it, especially if it is the cause for errors like these. I have tested this in Google Chrome, Firefox 3.6 and IE8. None of them work. My Firebug console shows the following JavaScript error in the ticket detail screen: printStackTrace is not defined (/js/Core.App.jsm, line 42) I have this can be fixed soon. -- Best regards / Met vriendelijke groet, Aron Rotteveel Registergericht : Amtsgericht Coesfeld Registernummer : HR B 4914 Vertretungsberechtigter Geschäftsführer: Dipl.-Kfm. Christoph Bröcker Umsatzsteuer-Identifikationsnummer gem 27 a Umsatzsteuergesetz: DE 307/5937/0049 Aufsichtsrat: Herr Hubert Vennemann (Vorsitzender)

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print pdf output cannot select,copy or searched.
by Ekram 08 Dec '10

08 Dec '10

Hi, I am using otrs 3.0. But i dont know why the pdf output from ticket print cannot be selected,searched or even copied. Is there any options how to make it work for select,search and copy pdf texts? -Ekram

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changing "From" at phone ticket
by Boon Yam 08 Dec '10

08 Dec '10

Hi all If I have select a wrong name at "From" column of phone ticket and the ticket is created and closed, how to change the "From" ? thanks

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access to /otrs/index.pl?Action=AdminImportExport
by Leonardo Certuche 07 Dec '10

07 Dec '10

Hello there, On the organization we're deploying OTRS on, they'd like to give access to the Import/Export feature to users who don't have admin access. Is there any way to give access to this feature to a certain group of users? I'm almost sure it is possible, I just don't know how. Any help on this is much appreciated. Thanks in advance, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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Re: [otrs] Customer Company
by Mark Shepard 07 Dec '10

07 Dec '10

Elva - Hmm, so that brings up another question then. (Thanks again for your help on this.) How can I give my agents access to update customer and company information in case they are logging a ticket for a customer that has not yet been entered into the 'Customers' tab of OTRS (we're not connecting to an external customer DB)? It appears that by default, the Customers and Companies screens are only available to those with an 'admin' role. I tried to dig around, and it looks like I just need to open up AdminCustomerUser, so from Admin --> Sysconfig --> Framework --> Frontend::Admin::ModuleRegistration, I took a look at Frontend::Module###AdminCustomerUser, but the 'Group' already has both 'admin' and 'users'. Yet, those with 'user' permissions cannot access the Customers screen (they get an "Insufficient Rights: Message - No Permission to use this frontend module!" if they try to navigate to <host>/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent). Below is a screen capture of my settings for AdminCustomerUser... your help is much appreciated! -Mark [cid:image002.jpg@01CB92D7.2409D840] From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, December 02, 2010 12:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva On 12/2/2010 11:06 AM, Mark Shepard wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org<mailto:otrs-bounces@otrs.org> [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva On 11/18/2010 3:49 PM, Mark Shepard wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org<mailto:otrs-bounces@otrs.org><mailto:otrs-bounces@otrs.org><mailto:otrs-bounces@otrs.org> [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com><mailto:en@otrs.com><mailto:en@otrs.com><mailto:en@otrs.com> escribió: De: Elva Novoa <en(a)otrs.com><mailto:en@otrs.com><mailto:en@otrs.com><mailto:en@otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org><mailto:otrs@otrs.org><mailto:otrs@otrs.org><mailto:otrs@otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm On 11/16/2010 1:51 PM, Jober Mijares wrote: Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Hi Jober, Actually you are right in the definition of Customer Company. You should be able to create more than one customer with the same company, but you need to add customer companies first. What version of OTRS are you using? In OTRS 3.0.1, this field (CustomerID) was changed to be a drop-down when you are adding a new customer, so that you can select a company from the registered ones. I hope this helps! Regards, Elva --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs -- Elva María Novoa del Toro Research & Development OTRS Lab, S.A. de C.V. Parque de Software, Módulo A1, Circuito Norte 100 Parque Industrial Zapotlan 2000 49000 Ciudad Guzmán, Jalisco MEXICO T: +52 33 4777 3861 I: www.otrs.com/<http://www.otrs.com/><http://www.otrs.com/><http://www.otrs.com/> Incremente su eficiencia hasta un 30% - obtenga OTRS Help Desk 3.0: http://www.otrs.com/ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs -- Elva María Novoa del Toro Research & Development OTRS Lab, S.A. de C.V. Parque de Software, Módulo A1, Circuito Norte 100 Parque Industrial Zapotlan 2000 49000 Ciudad Guzmán, Jalisco MEXICO T: +52 33 4777 3861 I: www.otrs.com/<http://www.otrs.com/> Incremente su eficiencia hasta un 30% - obtenga OTRS Help Desk 3.0: http://www.otrs.com/

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change ticket type
by DM_Julio Angulo 07 Dec '10

07 Dec '10

Hi team, when i implement problem management process, i need to change TicketType from "Problem" to "Problem::KnowError" or "Problem::PendingRfC" How to do this... ? What is the procedure ... ? Any help is much appreciated. Julio Cesar Angulo Quiroz Telf.: 997066155

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Upgrading from 2.4.9 to 3.0.3: pain
by Aron Rotteveel 07 Dec '10

07 Dec '10

Hi, I have just *tried* upgrading from 2.4.9 to 3.0.3 but found it to be a great pain. I have manually plowed through the database and ZZZAuto.pm to change our default theme to 'Standard' again to make the basics work, but after that it seems that I am left with a completely unusable installation. I can not click anything except for the tickets in the dashboard view. When I get in the ticket screen, I can no longer click *anything*. Not the menus, not the ticket/conversation options, nothing. My bet is this is caused by overusage of JavaScript and not providing a fallback. If this is the case, this should really be re-thought. The interface does not really feel that intuitive compared to 2.x and the use of JavaScript I have seen so far does not really improve it, especially if it is the cause for errors like these. I have tested this in Google Chrome, Firefox 3.6 and IE8. None of them work. My Firebug console shows the following JavaScript error in the ticket detail screen: printStackTrace is not defined (/js/Core.App.jsm, line 42) I have this can be fixed soon. -- Best regards / Met vriendelijke groet, Aron Rotteveel

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Verifying the data entered into the database
by DM_Julio Angulo 06 Dec '10

06 Dec '10

Hi, I'm doing direct querys the db, I have a question: from where comes the value indicated by the arrow, I want to check your information. thanks for the help Julio Cesar Angulo Quiroz Telf.: 997066155

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change of link type
by Leonardo Certuche 06 Dec '10

06 Dec '10

Hello there, We were asked to change the names of the type of links available for linking two configuration items. We went to the link_type table and changed the names but it was not reflected on the front end. Then we realized that the're also written on the following two files: /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm /opt/otrs/Kernel/Config/Files/ITSMCore.xml Even though I changed the following on each one, the new link type is not shown: */opt/otrs/Kernel/Config/Files/ZZZAuto.pm :* $Self->{'LinkObject::PossibleLink'}->{'3202'} = { 'Object1' => 'ITSMConfigItem', 'Object2' => 'ITSMConfigItem', 'Type' => 'Ubicado en' }; */opt/otrs/Kernel/Config/Files/ITSMCore.xml :* <ConfigItem Name="LinkObject::PossibleLink###3202" Required="0" Valid="1"> <Description Lang="en">This setting defines that a 'ITSMConfigItem' > object can be linked with other 'ITSMConfigItem' objects using the > 'DependsOn' link type.</Description> <Description Lang="de">Definiert, dass ein 'ITSMConfigItem'-Objekt > mit dem Linktyp 'DependsOn' mit anderen 'ITSMConfigItem'-Objekten verlinkt > werden kann.</Description> <Group>Framework</Group> <SubGroup>Core::LinkObject</SubGroup> <Setting> <Hash> <Item Key="Object1">ITSMConfigItem</Item> <Item Key="Object2">ITSMConfigItem</Item> <Item Key="Type">Ubicado en</Item> </Hash> </Setting> </ConfigItem> What else should be done to change those link types? Any help is much appreciated. Thanks, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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