February 2010 - otrs - OTRS mailing lists

Spell Dictionary
by Mario Pellegrini 19 Feb '10

19 Feb '10

OTRS 2.4.7 Language: Spanish When I use the spell checker to correct words are offered in English and German. What I make corrections offered belonging to the Spanish. It is the Spanish spelling dictionary? If you like what I have to activate?

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OTRS install on CenTOS Linux box
by Neil Grantham 19 Feb '10

19 Feb '10

Newbie to Linux question! I've downloaded and installed CentOS 5.4 on a 'PC' I have downloaded OTRS-2.4.7.tar.gz to /tmp I am logged in as root (well default admin user that I set up) I open Applications>Accessories>Terminal It has the prompt admin@localhost I cd to /opt then run the command 'tar xf /tmp/otrs-2.4.7.tar.gz I get loads of Cannot open: No such file or directory What am I doing wrong? Should I login as root for this, then admin for the OTRS install Thanks (be gentle to a Linux newbie) Neil

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Getting this error when it's checking the incoming mailbox...
by Calvin Schmidt 19 Feb '10

19 Feb '10

Any idea what this is? Does this indicate that mail is not making it into the ticketing system? -----Original Message----- From: Cron Daemon [mailto:root@localhost.localdomain] Sent: Monday, February 15, 2010 1:00 AM To: root(a)localhost.localdomain Subject: Cron <root@SUNPRDOTRSHD> /opt/otrs/bin/PostMasterMailbox.pl >> /dev/null ERROR: OTRS-PMAccount-10 Perl: 5.8.8 OS: linux Time: Sun Feb 14 22:00:03 2010 Message: Found no ID for 3! Traceback (18350): Module: Kernel::System::Queue::QueueGet (v1.110) Line: 821 Module: Kernel::System::Ticket::GetSubscribedUserIDsByQueueID (v1.416.2.8) Line: 3209 Module: Kernel::System::Ticket::Article::ArticleCreate (v1.232.2.1) Line: 378 Module: Kernel::System::PostMaster::NewTicket::Run (v1.75) Line: 245 Module: Kernel::System::PostMaster::Run (v1.83) Line: 351 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 153 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: main::Fetch (v1.10) Line: 181 Module: /opt/otrs/bin/PostMasterMailbox.pl (v1.10) Line: 94 ERROR: OTRS-PMAccount-10 Perl: 5.8.8 OS: linux Time: Sun Feb 14 22:00:03 2010 Message: Found no ID for 3! Traceback (18350): Module: Kernel::System::Queue::QueueGet (v1.110) Line: 821 Module: Kernel::System::Ticket::Article::ArticleGet (v1.232.2.1) Line: 1762 Module: Kernel::System::PostMaster::Filter::FollowUpArticleTypeCheck::Run (v1.4) Line: 47 Module: Kernel::System::PostMaster::Run (v1.83) Line: 387 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 153 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: main::Fetch (v1.10) Line: 181 Module: /opt/otrs/bin/PostMasterMailbox.pl (v1.10) Line: 94

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How to set multiple timezone
by ramana 19 Feb '10

19 Feb '10

Hi Team, I am using OTRS 2.4.7 I have customer users in 4 different countries each in different time zone accessing single otrs server. we have a dedicated Queue for each country. Service & SLA are common across the Queues. Please let me know how can i make the SLA count In this kind of scenario. Regards, Ramana

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Re: [otrs] Attachments managment
by Martignier, Philippe 19 Feb '10

19 Feb '10

So you mean, that while modifying the code it would possible to have a button in the article region to remove the attachment ? Can you tell me (us) a bit more how to implement such features ? Do I know to know perl programming? (I come from Cobol, html, xml, vba and co, so I am not afraid to touch the code) Thanks Phil 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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You should use FastCGI or mod_perl to increase your performance. Critical
by ramana 19 Feb '10

19 Feb '10

Hi Team, I am installing OTRS 2.4.7. Support Assessment : web server Status i am getting below -- Critical You should use FastCGI or mod_perl to increase your performance. *Critical *kindly help me on this.* *

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Templates for new Email Tickets?
by Richard Cross 19 Feb '10

19 Feb '10

Hi, Is it possible in OTRS to create multiple custom templates for use when creating new tickets? When creating a new email ticket (for example: to notify a customer of a forthcoming service outage), I'd like to be able to select from a list of different email templates, ideally that are appropriate to the queue I'm creating the ticket from. It seems that similar functionality is available when responding to a ticket created by a customer's email, but tickets in OTRS don't always start off that way (as in my example above). Currently, the only solution I've seen (given in this mailing list about 3 years ago) is to edit Ticket -> Frontend::Agent::Ticket::ViewEmailNew, is this still the only option? It's not really practical as I manage several queues in OTRS, supporting different customers and software products. Regards, Richard Cross.

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SQL Error in System Log
by Arpit2 G 19 Feb '10

19 Feb '10

Hello Everyone, I have OTRS 2.4.5 on windows 2008 with MSSQL as the DB. I am getting some SQL error in the log, when i click on Dashboard. [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_lock_id IN (2) AND st.user_id IN (1) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749 ORDER BY st.until_time DESC' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_lock_id IN (2) AND st.user_id IN (1) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.queue_id IN (3, 4, 6, 8, 13, 14, 15, 16, 17, 18, 19, 20, 21, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50, 51, 52) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.responsible_user_id IN (1) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq , ticket_watcher tw WHERE sq.id = st.queue_id AND st.id = tw.ticket_id AND st.ticket_state_id IN ( ) AND tw.user_id IN (1) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_state_id IN (7) AND st.until_time >= 1266553909 ORDER BY st.until_time ASC' The reason of this issue as of my understanding is "st.ticket_state_id IN ( )", there is no value in IN( ) but what is the reason behind this, why this happening, Please guide me. Thanks & Regards Arpit Gupta =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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Re: [otrs] Attachments managment
by Martignier, Philippe 18 Feb '10

18 Feb '10

Thanks Alexander, It confirms what I was thinking ... And thanks for the trick, that may be a solution ... Cheers Philippe 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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Change the ticket details in the queue
by Myriam O'Neill 18 Feb '10

18 Feb '10

Can I change the layout of the dashboard tickets easily? I would like to see the sender of the ticket and more of the subject line in the queue rather than the ticket number . Thank you for any tips CONFIDENTIALITY NOTICE: This email and any files transmitted with it are confidential and intended solely for the addressee. Moreover, this message may contain privileged information, the unauthorised disclosure or transmission of which may be unlawful. If you are not the intended recipient or an agent of the addressee charged with the handling or delivery of this message, please notify the sender immediately and delete all copies of the message from your computer systems. Please note: any views expressed in this email are those of the individual sender and may not necessarily reflect the views or accord with the stated policies of An Bord Plean�la. F�GRA R�IN: T� an r�omhphost seo agus aon chomhaid at� nasctha leis faoi r�n agus d�rithe amh�in don seola�. Lena chois sin, is f�idir go bhfuil eolas faoi phribhl�id cuimsithe san r�omhphost seo, arbh fh�idir go mba briseadh dl� a nochtadh n� a sheoladh gan �dar�s. Murar tusa an t� ceapaithe chun an r�omhphost a fh�il n� ionada� an tseola� d�rithe chun an teachtairecht a l�imhse�il n� a ghlacadh, n� fol�ir led thoil fios a chur ar an seolt�ir ar an bpointe agus c�ipeanna an teachtaireachta ar fad a ghlanadh de bhur gc�rais r�omhaireachta. Tabhair faoi deara led thoil: aon tuairim� nochtaithe san r�omhphost seo is iad tuairim� an tseolt�ra f�in agus n�l s� intuigthe gurb iad tuairim� An Bhord Phlean�la n� go gclo�onn siad le polasaithe r�ite an Bhoird. Scanned by McAfee VirusScan ##################################################################################### Scanned by MailMarshal - Marshal8e6's comprehensive email content security solution. Download a free evaluation of MailMarshal at www.marshal.com #####################################################################################

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