February 2010 - otrs - OTRS mailing lists

Package Translations: What is the right way?
by Konstantin S. Ershov 01 Mar '10

01 Mar '10

Hi, everyone! I'm trying to customize translations for my OTRS installation. I've just edited the following files: * Kernel/Language/ru_GeneralCatalog.pm * Kernel/Language/ru_ITSMConfigItem.pm * Kernel/Language/ru_ITSMCore.pm * Kernel/Language/ru_ITSMTicket.pm and got the following messages in my Package Manager: * Important : GeneralCatalog 1.3.2 - Package not correctly deployed! You should reinstall the Package again! * Important : ITSMConfigurationManagement 1.3.2 - Package not correctly deployed! You should reinstall the Package again! * Important : ITSMCore 1.3.2 - Package not correctly deployed! You should reinstall the Package again! * Important : ITSMIncidentProblemManagement 1.3.2 - Package not correctly deployed! You should reinstall the Package again! It has no effect on something in the system but it's a real eyesore to me :(. Could please anyone point me on how to get rid of these warnings after I edit languag files? Thanks in advance!

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Customisation questions
by Neil Grantham 28 Feb '10

28 Feb '10

2 questions on the Customer login section that I would like to change. Firstly, I have found the place, and successfully changed the .dtl file for the login greet page for customers so that it now shows our company logo, and the text we want. So 1) When logged in, the customers page says 'LOGO COMPANY NAME' just as the original (Standard) greet page. I can't seem to find where this is coming from, to alter it 2) On the Customer panel, the string in CustomerNavigationBar.dtl $Text{"Welcome %s", "$Env{"UserFirstname"} $Env{"UserLastname"} $QData{"UserLoginIdentifier"}"} outputs Welcome Bob Smith email(a)bob.com I would like it to say Welcome Bob Smith (email(a)bob.com) instead. I've tried editing some brackets in but it doesn't seem to work. (Unless I have to restart the http?) Thanks Neil

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Deleting Customers and It's users
by Deniz Rende 27 Feb '10

27 Feb '10

Hi Folks, After deploying otrs newly in a server, I would like to get rid of the imaginary users (test users) from otrs. I deleted all the tickets created with Generic Agent, and I would like to get rid of those test users. Since all the tickets and users were test users, I am really not worried about "Data Consistency". So is there any way to do this in otrs 2.4.7? Thanks.... -- Deniz Rende E-mail: deniz.rende(a)gmail.com Phone: +1 (224) 789-UNIX (8649) Mobile: +1 (816) 213-2139 Web: http://www.deniz-rende.com/blog

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Sub Queues
by Guy Baxter 26 Feb '10

26 Feb '10

Hi, I have OTRS 2.4.7 up and running, and have just had a look at Sub Queues. I have created one, but cannot see it on my dashboard. I am basically looking for a way for browsing through the different sub queues from the dashboard. I wish to use sub queues because we could do with separating jobs out into various categories - such as repairs, long term etc, and keeping these out of the main incoming helpdesk requests. Any help would be much appreciated. Regards, Guy. This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. Emails are not secure and cannot be guaranteed to be free of errors or viruses. It is your responsibility to scan emails and attachments for viruses before opening them. Any views or opinions expressed are solely those of the author and do not necessarily represent those of The Blackpool Sixth Form College. ##################################################################################### Scanned by MailMarshal - Marshal's comprehensive email content security solution. Download a free evaluation of MailMarshal at www.marshal.com #####################################################################################

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ITSMConfigItemLayoutAgent.pm
by Marco Vannini 26 Feb '10

26 Feb '10

Hi all, I'm trying to assign a sort of responsible to some CI .... but it seems that a kinda pm in object is not present, or I'm doing something wrong ?

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Re: [otrs] JS fuction to validade if a FreeTExtField is numeric
by João Zorro 26 Feb '10

26 Feb '10

I found the solution, I can access the fields like this : document.compose.TicketFreeText1.value, just like any other filed. João Zorro Managed Services ............................................................................................................. Novabase Av. D. João II, Lote 1.03.2.3 . Parque das Nações 1998-031 Lisboa - Portugal Tel. (+351) 213 836 300 . Fax (+351) 213 836 301 www.novabase.pt<http://www.novabase.pt> [cid:image001.gif@01CAB6F0.A5A6D1A0]

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Re: [otrs] Stats
by Guy Baxter 26 Feb '10

26 Feb '10

Ok, so i did a little research and I require this GD module. I ran otrs.checkModules and this is the output: [root@otrs bin]# ./otrs.checkModules o CGI............................ok (v3.43) o Date::Pcalc....................ok (v1.2) o Date::Format...................Not installed! (Required - use "perl -MCPAN -e shell;" - ) o DBI............................ok (v1.609) o DBD::mysql.....................ok (v4.013) o Digest::MD5....................ok (v2.36_01) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v5.829) o Encode::HanExtra...............Not installed! (Optional - Required to handle mails with several Chinese character sets.) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.07_01) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................Not installed! (Required - use "perl -MCPAN -e shell;" - ) o Net::POP3......................ok (v2.29) o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............Not installed! (Optional - for POP3 SSL connections) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......Not installed! (Optional - Required for SSL connections.) o Net::SMTP......................ok (v2.31) o Authen::SASL................ok (v2.12) o Net::SMTP::SSL..............Not installed! (Optional - Required for SSL/SMTPS connections.) o Net::LDAP......................Not installed! (Optional - Required for directory authentication.) o GD.............................Not installed! (Optional - for stats) o GD::Text....................Not installed! (Optional - Required for stats.) o GD::Graph...................Not installed! (Optional - Required for stats.) o GD::Graph::lines............Not installed! (Optional - Required for stats.) o GD::Text::Align.............Not installed! (Optional - Required for stats.) o PDF::API2......................Not installed! (Optional - Required for PDF output.) o Compress::Zlib..............ok (v2.008) o SOAP::Lite.....................Not installed! (Optional - Required for the SOAP interface.) o XML::Parser....................Not installed! (Optional - Required for faster xml handling.) [root@otrs bin]# ^C so i did yum install gd gd-devel STill getting the same output and graph errors.. so what do I need to do? Help much appreciated Regards, This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. Emails are not secure and cannot be guaranteed to be free of errors or viruses. It is your responsibility to scan emails and attachments for viruses before opening them. Any views or opinions expressed are solely those of the author and do not necessarily represent those of The Blackpool Sixth Form College. ##################################################################################### Scanned by MailMarshal - Marshal's comprehensive email content security solution. Download a free evaluation of MailMarshal at www.marshal.com #####################################################################################

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Re: [otrs] themes and freefields
by Martignier, Philippe 26 Feb '10

26 Feb '10

Hi there, The only piece of solution I got is that: http://doc.otrs.org/2.4/en/html/c2079.html but I don't know if we can hide some fields (here freefields) in a theme ... Anybody did it? or an OTRS people can confirm? Thanks Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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odd "slurp_filename" error
by support＠sjobeck.com 26 Feb '10

26 Feb '10

Hey, Hi, Guys, Quick question, please, does any one know what/how/why/etc we are seeing these types of entries in the log on this OTRS server? What is unusual to me is that www.personaltelco.net is our city's free WiFi provider and their name is showing up here, so this makes me think that some where some one edited a ticket while on that network & it got "stuck" some where. We have seen this item in the log for a very long time, through a few upgrades even, reboots, etc, the works, wont seem to go away on its own. Everything seems to work fine so I'm not sure what it is about. Any & all advice is appreciated. -------- [root@www ~]# tail -f /var/log/httpd/ssl_error_log [Tue Feb 23 00:14:13 2010] [error] slurp_filename('/opt/otrs/bin/cgi-bin/29AAE9DF-2E91-4013-BD43-90C6B8025FE1(a)personaltelco.net') / opening: (2) No such file or directory at /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/ModPerl/RegistryCooker.pm line 541 [Tue Feb 23 00:15:22 2010] [error] [client 10.1.1.83] File does not exist: /opt/otrs/var/httpd/htdocs/js/fckeditor-2.6.4.1/editor/29AAE9DF-2E91-4013-BD43-90C6B8025FE1(a)personaltelco.net -------- We totally dig OTRS! Thanks. Jason Sjobeck S.I.P. Asterisk Consultants To The Stars

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propagation of tickets to multiple queues
by Otrs Customer 26 Feb '10

26 Feb '10

Hi all, I'm trying to figure out the way how I can propagate tickets from one queue to another. Let me explain...in our company we have several different builds which are used by different customers... for example customer A has build 1.2, customer B has build 1.3 - which is an improved version of 1.2 Now the customers have different queues for submitting their tickets and when customer from build 1.2 submits a bug ticket then this ticket sometimes MUST be propagated to 1.3 because 1.3 sometimes contains the same bugs. So is there an easy way how to do this ticket propagation between the queues ? Or do I have to create a brand new ticket in the particular every time this happens ? THanks a lot Cheers johnny

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