March 2010 - otrs - OTRS mailing lists

upgrade issue - no tickets displayed anymore
by Gator SLP 16 Mar '10

16 Mar '10

Hello friends, today on our test system i tried to upgrade OTRS. i went from ITSM Core 1.2.2 to 1.2.3 using the packet manager. Then i installed OTRS 2.4.7. Restarted OTRS. went back to packet manager and it now allowed me to upgrade all packages to 1.3.2 (general catalog, itsm core, and addtional packages). Did another restart of otrs. Now when i log in i have the new dashboard which shows the brief display of the tickets but when i go to any of our queues or click on any ticket from the dashboard i see nothing. I just have the queue at the top and a blank display below. Appreciate any help or ideas as to whats gone wrong, im unable to find anything in support doc's, hence why i ask for your experience and knowledge. Neil Simpson

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Help - Raw queue filling itself up every minute
by Guy Baxter 16 Mar '10

16 Mar '10

Hi, I have otrs 2.4.7 and the raw queue for the administrator is filling itself up every 1 minute with "mail delivery failed returning message to sender" Emailing to other queues seems unaffected. What would be the reason for these messages? and how can i stop them? Any help appreciated ! thanks. 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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GenericAgent - Sending E-mails
by Ð＠NN¥ Th£ P0Ua5500n FL¥\/00Ð 16 Mar '10

16 Mar '10

Hi to everyone, I was simply curious to know how to send an e-mail within a GenericAgent job. I searched over the Internet but I haven't find much information about it... We must send an e-mail to the agents only for notifying that a ticket had no action taken from a certain number of time (looking at the creation time) It can be both CMD or Module but I was more curious to know how to make it with a Module, using the already existing modules. Thank you in advance! Danny B. _________________________________________________________________ Accès direct à Messenger depuis votre téléphone http://go.microsoft.com/?linkid=9712962

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Upgrade issue to 2.4
by Gator SLP 16 Mar '10

16 Mar '10

Hello friends, today on our test system i tried to upgrade OTRS. i went from ITSM Core 1.2.2 to 1.2.3 using the packet manager. Then i installed OTRS 2.4.7. Restarted OTRS. went back to packet manager and it now allowed me to upgrade all packages to 1.3.2 (general catalog, itsm core, and addtional packages). Did another restart of otrs. Now when i log in i have the new dashboard which shows the brief display of the tickets but when i go to any of our queues or click on any ticket from the dashboard i see nothing. I just have the queue at the top and a blank display below. Appreciate any help or ideas as to whats gone wrong, im unable to find anything in support doc's, hence why i ask for your experience and knowledge. Neil Simpson

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test
by Nyung Zu 16 Mar '10

16 Mar '10

test

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Generic Emails
by Deniz Rende 16 Mar '10

16 Mar '10

Hello - I was wondering if is there any option to set up a generic email template within otrs for a newly created customer account. For example, a welcome email template that would be sent whenever an account is created? 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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Re: [otrs] OTRS Stats : Understanding response and resolution time
by John Van Bouc 16 Mar '10

16 Mar '10

Hi there, For those running into the same issue, I found out you have to set the escalation times to something else than 0 in the queue configuration screen. Else the solution times are not set and hence useless. I haven't found the way to make the response time stats work but I don't need those anyway. Sincerely, JVB

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StopAfterMath doesn't work
by Teun Ouwehand 15 Mar '10

15 Mar '10

I have created 3 ACL rules with the sysconfig - Core::PostMaster. 1: Module = Kernel::System::PostMaster::Filter::Match StopAfterMatch = Yes Match => Subject = SomeNumber:(\d\d\d\d) Set => OTRS-Valid = yes 2: Module = Kernel::System::PostMaster::Filter::Match StopAfterMatch = Yes Match => X-OTRS-Queue = [a-zA-Z] Set => OTRS-Valid = yes 3: Module = Kernel::System::PostMaster::Filter::Match StopAfterMatch = Yes Match => Subject = . Set => OTRS-Ignore = yes If I try to create a new tickey by e-mail the support mail this will rejected by otrs. This is correct but it will also rejected when I have a ticketnumber in the subject or an OTRS-Queue header in it. Why StopAfterMatch is'nt working? Thx in Advance! Regards Teun

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StatusView
by Mario Pellegrini 15 Mar '10

15 Mar '10

OTRS Version 2.4.7 I can not see the module StatusView How do I take the view in FrontEnd module Status:: Agent:: Module Registration?

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How to enlarge Freetext Inputbox?
by CARNINO Daniele (FIAT ITEM) 15 Mar '10

15 Mar '10

Hello all, I need to enlarge the freetext inputbox on CustomerTicketMessage context. I suppose I have to deal with CustomerTicketMessage.dtl, but I can't find how... any help?  <tr> <td class="contentkey">$Data{"TicketFreeKeyField"}:</td> <td class="contentvalue">$Data{"TicketFreeTextField"}</td> </tr>  Daniele Carnino Tech. Architecture Specialist @ FIAT ITEM S.p.A. Block 1, 5th Floor, Room 533 Corso Ferrucci, 112/A - 10138 Torino - Italy Phone: +39 011 00 58 107 Mobile: +39 335 635 06 40 Fax: +39 011 00 57 525 SkypeId: cardanico69 P Please consider the environment before printing this mail note

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