December 2010 - otrs - OTRS mailing lists

Does OTRS Support SLM process
by Sudhir Garg 16 Dec '10

16 Dec '10

Dear All, Just wanted to know if OTRS supports SLM process of ITIL. Is there any built-in functionality within OTRS for supporting SLM? Appreciate early response. Regards Sudhir

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Manage Queue-Auto Response Relations
by Yuan Yudistira 16 Dec '10

16 Dec '10

Hi After solving the POP3S problems, Now my new otrs installatino is working with a couple problems : 1. How to manage AutoResponse to Queue, I go to Admin >> Queue-Auto Response Relations but I have no idea how to do next, I tried to send email to support email, ticket is created, and admin get notificatin about this ticket. But user did not receive any auto response. Some thing is missing? 2. In Agent notificatino, I get something like this : https://yourhost.example.com/otrs/ How to change this settings? Sorry I tried to look at http://doc.otrs.org/3.0/en/html/ but not found any answer Is there any How To Docs or ebook available? Thanks Yuan ------------

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problems with upgrade from 2.4.7 to 3.0
by Alessandro d'Ambrosio 16 Dec '10

16 Dec '10

Hi, I've tried to upgrade my otrs system on a windows server 2008 machine from 2.4.7 version to 3.0.1. Using the youtube video I perform all the steps without problems. I restart my pc but when I tried to authenticate my operator account I obtain this error message: Software: Got no TicketObject! at C:/PROGRA~1/OTRS/OTRS//Kernel/Output/HTML/NavBarModuleAdmin.pm line 29. Another error i receveid when I tried to contact my customer user web page: Software error: Can't use an undefined value as a HASH reference at C:/PROGRA~1/OTRS/OTRS//Kernel/System/CustomerUser.pm line 89. someone can help me? Thanks a lot Alessandro

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Successful Upgrade to 3.0.x, observations
by Ralf Hildebrandt 16 Dec '10

16 Dec '10

I successfully upgraded (using the tar.gz) from 2.4.x to 3.0.x on Ubuntu. Everything worked as documented. Nevertheless, the are some observations I made, resulting in a few questions: 1) The colour scheme is totally different. Is there an alternative theme which restores the colors the users are used to? A "classic" theme could considerably improve the users experience by giving him at least a bit of the old cozy feeling of 2.4.x! 2) The top row of buttons has "dashboard, tickets, statistics, customers, search" How can I add my own button there (I'd like to be able to access "tickets/queue view" directly) 3) Answers are generated in a seperate window Can this be turned off (maybe on a per user basis)? 4) If I used the Ticket View "L" (Large?), I have the opportunity to write a reply. Is there a way of adding "forward" and "bounce" to the options somehow? Quite often one would like to redirect a misdirected ticket someplace else without having to read it all. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebrandt(a)charite.de | http://www.charite.de

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(no subject)
by Sudhir Garg 16 Dec '10

16 Dec '10

> Dear All, > > Can somebody please give us a pointer regarding the evaluation of > OTRS? We are planning to evaluate OTRS with the ITSM modules. I heard > that OTRS version 3.0 is not yet compatible with ITSM or vice-versa. > Is it correct? If this is correct, should we evaluate the older > version of OTRS which is 2.4 and much stable. Which ITSM version we > should evaluate with OTRS 2.4? > > We are looking for ITIL processes along with basic OTRS functionality, > so appreciate if somebody show me a direction please. > > Regards > Sudhir

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test
by Sudhir Garg 16 Dec '10

16 Dec '10

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test1
by Sudhir Garg 16 Dec '10

16 Dec '10

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Periodic Database Error Messages
by jhazlett＠rufustech.net 16 Dec '10

16 Dec '10

Hello, I am running OTRS 2.47 and it works great except that OTRS cannot access the database periodically: >>Can't connect to MySQL server on '<servername removed>' (61) Traceback >>(57189): <...> Got no DBObject! (Full error text at end of this message) Only 2-3 people are logged into this OTRS installation at any given time, so I'm having a difficult time accepting that the mySQL max-connections needs to be any greater than 100. That is the only concrete advice I've been able to find through searches. Thanks for any ideas you might have. - Jason. Hi Jason,there is a new ticket in "Raw"!otrs@<servername removed> (Cron Daemon) wrote:<snip> DBI connect('database=otrs;host=<servername removed>;','otrs',...) failed: Can't connect to MySQL server on '<servername removed>' (61) at /<path removed>/otrs/Kernel/System/DB.pm line 214 ERROR: OTRS-GenericAgent-13 Perl: 5.10.0 OS: darwin Time: Mon Dec 6 10:30:01 2010 Message: Can't connect to MySQL server on '<servername removed>' (61) Traceback (57188): Module: Kernel::System::DB::new (v1.105.2.1) Line: 188 Module: /<path removed>/otrs/bin/GenericAgent.pl (v1.59) Line: 85 Got no DBObject! at /<path removed>/otrs/Kernel/System/PID.pm line 81. <snip>https://<url removed>/index.pl?Action=AgentZoom&TicketID=109Your OTRS Notification Master Hi Jason,there is a new ticket in "Raw"!otrs@<servername removed> (Cron Daemon) wrote:<snip> DBI connect('database=otrs;host=<servername removed>;','otrs',...) failed: Can't connect to MySQL server on '<servername removed>' (61) at /<path removed>/otrs/Kernel/System/DB.pm line 214 ERROR: OTRS-PMAccount-13 Perl: 5.10.0 OS: darwin Time: Mon Dec 6 10:30:01 2010 Message: Can't connect to MySQL server on '<servername removed>' (61) Traceback (57189): Module: Kernel::System::DB::new (v1.105.2.1) Line: 188 Module: /<path removed>/otrs/bin/PostMasterMailbox.pl (v1.10) Line: 80 Got no DBObject! at /Library/Webserver/Sites/otrs/Kernel/System/PID.pm line 81. <snip>https://<url removed>/index.pl?Action=AgentZoom&TicketID=110Your OTRS Notification Master Hi Jason,there is a new ticket in "Raw"!otrs@<servername removed> (Cron Daemon) wrote:<snip> DBI connect('database=otrs;host=<servername removed>;','otrs',...) failed: Can't connect to MySQL server on '<servername removed>' (61) at /<path removed>/Kernel/System/DB.pm line 214 ERROR: OTRS-PMAccount-13 Perl: 5.10.0 OS: darwin Time: Mon Dec 6 10:30:01 2010 Message: Can't connect to MySQL server on '<servername removed>' (61) Traceback (57187): Module: Kernel::System::DB::new (v1.105.2.1) Line: 188 Module: /<path removed>/otrs/bin/PostMasterMailbox.pl (v1.10) Line: 80 Got no DBObject! at /Library/Webserver/Sites/otrs/Kernel/System/PID.pm line 81. <snip>https://<url removed>/index.pl?Action=AgentZoom&TicketID=108Your OTRS Notification Master

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ITSM
by Sudhir Garg 15 Dec '10

15 Dec '10

Hello All, OTRS ITSM module can meet 6 of the processes of ITIL. We want to evaluate some other processes of ITIL through open source product like capacity, availability, continuity, financial management etc. Can somebody guide us if there are tools available to meet these additional requirements and how well they can integrate with OTRS? Thanks for the help. Regards Sudhir

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Replaying to ticket in new window
by Jean BROW 15 Dec '10

15 Dec '10

Hi All, When I choose to replay on a ticket it open a new window. How can I replay in the existing windows as I did in old OTRS version? Thanks.

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