March 2010 - otrs - OTRS mailing lists

Ticket view (small)
by Erol KAHRAMAN 08 Mar '10

08 Mar '10

Hello, I need to view more than default number of tickets in QueueView (small). I set the parameter in config file as; Ticket::Frontend::Overview###Small: PageShown = 250 But when i go to the queue view page i can just see the 50 tickets. I can not find any other settings to solve that problem. Is there any way to view the 250 tickets in one page? Thanks -- |----------------------------| | Erol KAHRAMAN | | Kamu Sertifikasyon Merkezi | | Teknik Sorumlusu | | Tel : +90 262 648 1832 | | Fax : +90 262 648 1800 | | Mobil : +90 532 515 8122 | | Web : www.kamusm.gov.tr | |----------------------------| Bu elektronik posta ve ekinde yeralan herhangi bir dosya; gizli ve sadece gönderilen kişinin kullanımını amaçlamaktadır. Eğer bu elektronik postayı hata sonucu aldıysanız lütfen gönderen kişiye bildiriniz. İçerikte yer alan herhangi bir görüş ya da bakış açısı sadece ilgili kişiye ait olup, Kamu SertifikasyonMerkezi düşüncesini yansıtmamaktadır. Bu elektronik posta ve ekindeki dosyaların izin alınmadan yayımlanması, kullanılması, yayılması, iletilmesi, basılması ya da kopyalanması kesin olarak yasaktır. This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual to whom it is addressed.If you have received this email in error please send it back to the person that sent it to you. Any views or opinions presented are solely thoseof its author and do not necessarily represent those of Kamu Sertifikasyon Merkezi. Unauthorized publication, use, dissemination, forwarding, printing or copying of this email and its associated attachments is strictlyprohibited.

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How could the customers change the ticket id?
by Jason 08 Mar '10

08 Mar '10

hi all: I want some of my customers in one class,so they can view the tickets from others. I use the MultiCustomerIDs.For example: Customer A Primary id: cusA Sec id: web -------- Customer B Primary id:cusB Sec id: web The problem is when i use the customer web interface or email to creat a new ticket,i can't select the ticket id.The new ticket id always be the customer primary id cusA.And the Customer B could see it. There are many customers in one class,so it's difficult to set up like below: Customer A Primary id: cusA Sec id: cusB -------- Customer B Primary id:cusB Sec id: cusA How to achieve this requirement

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Statistic not working
by James, Michael 08 Mar '10

08 Mar '10

Hi All, The time measurement statiscs for SLA's are always delivering 0h:0mins. Ticket counting stats work, but average time stats all deliver zero. What can i check to see how ist working. Nothing in the syslog or apache log.... OS: Ubuntu, OTRS: 2.4.4 Thanks in advance Mike

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Ticket Reply and Move by Coordinator
by Amit Sharma 08 Mar '10

08 Mar '10

HI, I have a master queue called A where all ticket comes. Coordinator moves these tickets to sub queues (B, C, D ...) I would like to know how to configure OTRS such that coordinator has only rights to move the tickets to queues by should not be able to reply to any of the tickets from queue A. i.e. if a ticket has to be answered it should not be answered when it is in queue A. Please help. regards, amit The INTERNET now has a personality. YOURS! See your Yahoo! Homepage. http://in.yahoo.com/

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Solution for SOAP API in OTRS
by ravi shanker 07 Mar '10

07 Mar '10

Hi All, Below is solution for users who want to use SOAP API for OTRS.Below code is written in JavaScript and Using AJAX but can be used in any web language i.e.ASP,VB6,ASP.NET etc 1)Paste the code in notepad/wordpad and save it as HTML. 2)In Index.pl interface,sysconfig search for SOAP.Check the 2 check boxes and enter UID and PWD as "root"(without quotation). Ravi Shankar.Ch function OTRSTn() { SoapTest1=' 'xmlns:xsd="http://www.w3.org/2001/XMLSchema" ' + 'soap:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/">' + '<soap:Body><Dispatch xmlns="/Core">' + '<c-gensym4 xsi:type="xsd:string">root</c-gensym4>' + '<c-gensym6 xsi:type="xsd:string">root</c-gensym6>' + '<c-gensym8 xsi:type="xsd:string">TicketObject</c-gensym8>' + '<c-gensym10 xsi:type="xsd:string">TicketCreateNumber</c-gensym10>' + '</Dispatch></soap:Body></soap:Envelope>' return SoapTest1; } function OTRSTkt() { SoapTest2 = ' 'xmlns:xsd="http://www.w3.org/2001/XMLSchema" ' + 'soap:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/">' + '<soap:Body><Dispatch xmlns="/Core">' + '<c-gensym13 xsi:type="xsd:string">root</c-gensym13>' + '<c-gensym15 xsi:type="xsd:string">root</c-gensym15>'+ '<c-gensym17 xsi:type="xsd:string">TicketObject</c-gensym17>' + '<c-gensym19 xsi:type="xsd:string">TicketCreate</c-gensym19>' + '<c-gensym21 xsi:type="xsd:string">TN</c-gensym21><c-gensym23 xsi:type="xsd:long">'+ document.getElementById('tktid').value +'</c-gensym23>' + '<c-gensym25 xsi:type="xsd:string">Title</c-gensym25>' + '<c-gensym27 xsi:type="xsd:string">Test Ticket</c-gensym27>' + '<c-gensym29 xsi:type="xsd:string">Queue</c-gensym29>' + '<c-gensym31 xsi:type="xsd:string">PostMaster</c-gensym31>' + '<c-gensym33 xsi:type="xsd:string">Lock</c-gensym33>' + '<c-gensym35 xsi:type="xsd:string">unlock</c-gensym35>' + '<c-gensym37 xsi:type="xsd:string">PriorityID</c-gensym37>' + '<c-gensym39 xsi:type="xsd:int">2</c-gensym39>' + '<c-gensym41 xsi:type="xsd:string">State</c-gensym41><c-gensym43 xsi:type="xsd:string">New</c-gensym43>' + '<c-gensym45 xsi:type="xsd:string">CustomerUser</c-gensym45><c-gensym47 xsi:type="xsd:string">ravi.chaganti(a)abcd.com</c-gensym47>' + '<c-gensym49 xsi:type="xsd:string">OwnerID</c-gensym49><c-gensym51 xsi:type="xsd:int">1</c-gensym51>' + '<c-gensym57 xsi:type="xsd:string">UserID</c-gensym57>' + '<c-gensym59 xsi:type="xsd:int">1</c-gensym59>' + '</Dispatch></soap:Body></soap:Envelope>' return SoapTest2; } function OTRSTktArticle() { SoapTest3 =' 'xmlns:xsd="http://www.w3.org/2001/XMLSchema" '+ 'soap:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/"> ' + '<soap:Body><Dispatch xmlns="/Core">' + '<c-gensym62 xsi:type="xsd:string">root</c-gensym62><c-gensym64 xsi:type="xsd:string">root</c-gensym64> ' + '<c-gensym66 xsi:type="xsd:string">TicketObject</c-gensym66><c-gensym68 xsi:type="xsd:string">ArticleSend</c-gensym68>' + '<c-gensym70 xsi:type="xsd:string">TicketID</c-gensym70> '+ '<c-gensym72 xsi:type="xsd:int">'+ document.getElementById('tktNo').value +'</c-gensym72><c-gensym74 xsi:type="xsd:string">ArticleType</c-gensym74> '+ '<c-gensym76 xsi:type="xsd:string">email-external</c-gensym76> '+ '<c-gensym78 xsi:type="xsd:string">SenderType</c-gensym78><c-gensym80 xsi:type="xsd:string">agent</c-gensym80>'+ '<c-gensym82 xsi:type="xsd:string">From</c-gensym82><c-gensym84 xsi:type="xsd:string">ravi.chaganti(a)abcd.com</c-gensym84>'+ '<c-gensym86 xsi:type="xsd:string">To</c-gensym86>'+ '<c-gensym88 xsi:type="xsd:string">ravi.chaganti(a)abcd.com</c-gensym88><c-gensym90 xsi:type="xsd:string">Cc</c-gensym90>'+ '<c-gensym92 xsi:type="xsd:string" /><c-gensym94 xsi:type="xsd:string">ReplyTo</c-gensym94>'+ '<c-gensym96 xsi:type="xsd:string" /><c-gensym98 xsi:type="xsd:string">Subject</c-gensym98>'+ '<c-gensym100 xsi:type="xsd:string">USing SOAP</c-gensym100><c-gensym102 xsi:type="xsd:string">Body</c-gensym102>'+ '<c-gensym104 xsi:type="xsd:string">USing SOAP</c-gensym104><c-gensym106 xsi:type="xsd:string">MessageID</c-gensym106>'+ '<c-gensym108 xsi:type="xsd:string" />'+ '<c-gensym110 xsi:type="xsd:string">Charset</c-gensym110><c-gensym112 xsi:type="xsd:string">ISO-8859-15</c-gensym112>'+ '<c-gensym114 xsi:type="xsd:string">HistoryType</c-gensym114>'+ '<c-gensym116 xsi:type="xsd:string">NewTicket</c-gensym116>'+ '<c-gensym118 xsi:type="xsd:string">HistoryComment</c-gensym118>'+ '<c-gensym120 xsi:type="xsd:string">Ravi Created this</c-gensym120><c-gensym122 xsi:type="xsd:string">UserID</c-gensym122>'+ '<c-gensym124 xsi:type="xsd:int">1</c-gensym124>'+ '<c-gensym126 xsi:type="xsd:string">NoAgentNotify</c-gensym126><c-gensym128 xsi:type="xsd:int">0</c-gensym128>'+ '<c-gensym130 xsi:type="xsd:string">Type</c-gensym130>'+ '<c-gensym132 xsi:type="xsd:string">text/plain</c-gensym132><c-gensym134 xsi:type="xsd:string">Loop</c-gensym134>'+ '<c-gensym136 xsi:type="xsd:int">0</c-gensym136></Dispatch></soap:Body></soap:Envelope>' return SoapTest3; } function SendXml(id) { var url="http://x.x.x.x/otrs/rpc.pl"; //x.x.x.x is server name where otrs is residing.in local system is localhost var xmlhttp2=new ActiveXObject("Microsoft.XMLHTTP"); xmlhttp2.open("POST",url,false); xmlhttp2.setRequestHeader('Content-Type', 'text/xml'); xmlhttp2.setRequestHeader('SOAPAction', '/Core#Dispatch'); if(id==3) { var xmlArticle=OTRSTktArticle(); alert(xmlArticle); xmlhttp2.send(xmlArticle) if (xmlhttp2.Status==200) { alert(xmlhttp2.responseText); GetDetailsfromXML(xmlhttp2.responseText,3); } else { alert(xmlhttp2.responseText); } } else if(id==2) { var xmlArticle=OTRSTkt(); alert(xmlArticle); xmlhttp2.send(xmlArticle) if (xmlhttp2.Status==200) { alert(xmlhttp2.responseText); GetDetailsfromXML(xmlhttp2.responseText,2); } else { alert(xmlhttp2.responseText); } } else if(id==4) { var xmlArticle=OTRSTktSearch(); alert(xmlArticle); xmlhttp2.send(xmlArticle) if (xmlhttp2.Status==200) { alert(xmlhttp2.responseText); GetDetailsfromXML(xmlhttp2.responseText,1); } else { alert(xmlhttp2.responseText); } } else { var xmlArticle=OTRSTn(); alert(xmlArticle); xmlhttp2.send(xmlArticle) if (xmlhttp2.Status==200) { alert(xmlhttp2.responseText); GetDetailsfromXML(xmlhttp2.responseText,1); } else { alert(xmlhttp2.responseText); } } } function GetDetailsfromXML(strXml,id) { alert(id+"%") var ObjDoc ObjDoc=new ActiveXObject("Microsoft.XMLDOM") ObjDoc.loadXML(strXml) var nodelist var CheckElement var str str=new Array() try { if(id==3) { nodelist=ObjDoc.getElementsByTagName('s-gensym12') if (nodelist.length>0) { for (i = 0 ;i<=nodelist.length - 1;i++) { CheckElement = nodelist[i] alert(CheckElement.text); document.getElementById('tktid').value=CheckElement.text } //For Applications in Host } else { alert('Error in retrieving data from XML-3') } } else if(id==2) { nodelist=ObjDoc.getElementsByTagName('s-gensym3') if (nodelist.length>0) { for (i = 0 ;i<=nodelist.length - 1;i++) { CheckElement = nodelist[i] alert(CheckElement.text); document.getElementById('tktNo').value=CheckElement.text } //For Applications in Host } else { alert('Error in retrieving data from XML-2') } } else { nodelist=ObjDoc.getElementsByTagName('s-gensym3') if (nodelist.length>0) { for (i = 0 ;i<=nodelist.length - 1;i++) { CheckElement = nodelist[i] alert(CheckElement.text); document.getElementById('tktid').value=CheckElement.text } //For Applications in Host } else { alert('Error in retrieving data from XML-1') } } }//try catch(e) { } } </script> <input TYPE='button' NAME='Ajax' value='TicketNo' onClick='SendXml(1)'></input> <input TYPE='button' NAME='Ajax2' value='TicketCreate' onClick='SendXml(2)'></input> <input TYPE='button' NAME='Ajax3' value='ArticleCreate' onClick='SendXml(3)'></input> <input TYPE='button' NAME='Ajax4' value='TktSearch' onClick='SendXml(4)'></input> <input TYPE='text' NAME='tktid' id='tktid' ></input> <input TYPE='text' NAME='tktid' id='tktNo' ></input>

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Solution for SOAP API in OTRS
by ravi shanker 07 Mar '10

07 Mar '10

Hi All, Below is solution for users who want to use SOAP API for OTRS.Below code is written in JavaScript and Using AJAX but can be used in any web language i.e.ASP,VB6,ASP.NET etc 1)Paste the code in notepad/wordpad and save it as HTML. 2)In Index.pl interface,sysconfig search for SOAP.Check the 2 check boxes and enter UID and PWD as "root"(without quotation). Ravi Shankar.Ch function OTRSTn() { SoapTest1=' 'xmlns:xsd="http://www.w3.org/2001/XMLSchema" ' + 'soap:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/">' + '<soap:Body><Dispatch xmlns="/Core">' + '<c-gensym4 xsi:type="xsd:string">root</c-gensym4>' + '<c-gensym6 xsi:type="xsd:string">root</c-gensym6>' + '<c-gensym8 xsi:type="xsd:string">TicketObject</c-gensym8>' + '<c-gensym10 xsi:type="xsd:string">TicketCreateNumber</c-gensym10>' + '</Dispatch></soap:Body></soap:Envelope>' return SoapTest1; } function OTRSTkt() { SoapTest2 = ' 'xmlns:xsd="http://www.w3.org/2001/XMLSchema" ' + 'soap:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/">' + '<soap:Body><Dispatch xmlns="/Core">' + '<c-gensym13 xsi:type="xsd:string">root</c-gensym13>' + '<c-gensym15 xsi:type="xsd:string">root</c-gensym15>'+ '<c-gensym17 xsi:type="xsd:string">TicketObject</c-gensym17>' + '<c-gensym19 xsi:type="xsd:string">TicketCreate</c-gensym19>' + '<c-gensym21 xsi:type="xsd:string">TN</c-gensym21><c-gensym23 xsi:type="xsd:long">'+ document.getElementById('tktid').value +'</c-gensym23>' + '<c-gensym25 xsi:type="xsd:string">Title</c-gensym25>' + '<c-gensym27 xsi:type="xsd:string">Test Ticket</c-gensym27>' + '<c-gensym29 xsi:type="xsd:string">Queue</c-gensym29>' + '<c-gensym31 xsi:type="xsd:string">PostMaster</c-gensym31>' + '<c-gensym33 xsi:type="xsd:string">Lock</c-gensym33>' + '<c-gensym35 xsi:type="xsd:string">unlock</c-gensym35>' + '<c-gensym37 xsi:type="xsd:string">PriorityID</c-gensym37>' + '<c-gensym39 xsi:type="xsd:int">2</c-gensym39>' + '<c-gensym41 xsi:type="xsd:string">State</c-gensym41><c-gensym43 xsi:type="xsd:string">New</c-gensym43>' + '<c-gensym45 xsi:type="xsd:string">CustomerUser</c-gensym45><c-gensym47 xsi:type="xsd:string">ravi.chaganti(a)abcd.com</c-gensym47>' + '<c-gensym49 xsi:type="xsd:string">OwnerID</c-gensym49><c-gensym51 xsi:type="xsd:int">1</c-gensym51>' + '<c-gensym57 xsi:type="xsd:string">UserID</c-gensym57>' + '<c-gensym59 xsi:type="xsd:int">1</c-gensym59>' + '</Dispatch></soap:Body></soap:Envelope>' return SoapTest2; } function OTRSTktArticle() { SoapTest3 =' 'xmlns:xsd="http://www.w3.org/2001/XMLSchema" '+ 'soap:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/"> ' + '<soap:Body><Dispatch xmlns="/Core">' + '<c-gensym62 xsi:type="xsd:string">root</c-gensym62><c-gensym64 xsi:type="xsd:string">root</c-gensym64> ' + '<c-gensym66 xsi:type="xsd:string">TicketObject</c-gensym66><c-gensym68 xsi:type="xsd:string">ArticleSend</c-gensym68>' + '<c-gensym70 xsi:type="xsd:string">TicketID</c-gensym70> '+ '<c-gensym72 xsi:type="xsd:int">'+ document.getElementById('tktNo').value +'</c-gensym72><c-gensym74 xsi:type="xsd:string">ArticleType</c-gensym74> '+ '<c-gensym76 xsi:type="xsd:string">email-external</c-gensym76> '+ '<c-gensym78 xsi:type="xsd:string">SenderType</c-gensym78><c-gensym80 xsi:type="xsd:string">agent</c-gensym80>'+ '<c-gensym82 xsi:type="xsd:string">From</c-gensym82><c-gensym84 xsi:type="xsd:string">ravi.chaganti(a)abcd.com</c-gensym84>'+ '<c-gensym86 xsi:type="xsd:string">To</c-gensym86>'+ '<c-gensym88 xsi:type="xsd:string">ravi.chaganti(a)abcd.com</c-gensym88><c-gensym90 xsi:type="xsd:string">Cc</c-gensym90>'+ '<c-gensym92 xsi:type="xsd:string" /><c-gensym94 xsi:type="xsd:string">ReplyTo</c-gensym94>'+ '<c-gensym96 xsi:type="xsd:string" /><c-gensym98 xsi:type="xsd:string">Subject</c-gensym98>'+ '<c-gensym100 xsi:type="xsd:string">USing SOAP</c-gensym100><c-gensym102 xsi:type="xsd:string">Body</c-gensym102>'+ '<c-gensym104 xsi:type="xsd:string">USing SOAP</c-gensym104><c-gensym106 xsi:type="xsd:string">MessageID</c-gensym106>'+ '<c-gensym108 xsi:type="xsd:string" />'+ '<c-gensym110 xsi:type="xsd:string">Charset</c-gensym110><c-gensym112 xsi:type="xsd:string">ISO-8859-15</c-gensym112>'+ '<c-gensym114 xsi:type="xsd:string">HistoryType</c-gensym114>'+ '<c-gensym116 xsi:type="xsd:string">NewTicket</c-gensym116>'+ '<c-gensym118 xsi:type="xsd:string">HistoryComment</c-gensym118>'+ '<c-gensym120 xsi:type="xsd:string">Ravi Created this</c-gensym120><c-gensym122 xsi:type="xsd:string">UserID</c-gensym122>'+ '<c-gensym124 xsi:type="xsd:int">1</c-gensym124>'+ '<c-gensym126 xsi:type="xsd:string">NoAgentNotify</c-gensym126><c-gensym128 xsi:type="xsd:int">0</c-gensym128>'+ '<c-gensym130 xsi:type="xsd:string">Type</c-gensym130>'+ '<c-gensym132 xsi:type="xsd:string">text/plain</c-gensym132><c-gensym134 xsi:type="xsd:string">Loop</c-gensym134>'+ '<c-gensym136 xsi:type="xsd:int">0</c-gensym136></Dispatch></soap:Body></soap:Envelope>' return SoapTest3; } function SendXml(id) { var url="http://x.x.x.x/otrs/rpc.pl"; //x.x.x.x is server name where otrs is residing.in local system is localhost var xmlhttp2=new ActiveXObject("Microsoft.XMLHTTP"); xmlhttp2.open("POST",url,false); xmlhttp2.setRequestHeader('Content-Type', 'text/xml'); xmlhttp2.setRequestHeader('SOAPAction', '/Core#Dispatch'); if(id==3) { var xmlArticle=OTRSTktArticle(); alert(xmlArticle); xmlhttp2.send(xmlArticle) if (xmlhttp2.Status==200) { alert(xmlhttp2.responseText); GetDetailsfromXML(xmlhttp2.responseText,3); } else { alert(xmlhttp2.responseText); } } else if(id==2) { var xmlArticle=OTRSTkt(); alert(xmlArticle); xmlhttp2.send(xmlArticle) if (xmlhttp2.Status==200) { alert(xmlhttp2.responseText); GetDetailsfromXML(xmlhttp2.responseText,2); } else { alert(xmlhttp2.responseText); } } else if(id==4) { var xmlArticle=OTRSTktSearch(); alert(xmlArticle); xmlhttp2.send(xmlArticle) if (xmlhttp2.Status==200) { alert(xmlhttp2.responseText); GetDetailsfromXML(xmlhttp2.responseText,1); } else { alert(xmlhttp2.responseText); } } else { var xmlArticle=OTRSTn(); alert(xmlArticle); xmlhttp2.send(xmlArticle) if (xmlhttp2.Status==200) { alert(xmlhttp2.responseText); GetDetailsfromXML(xmlhttp2.responseText,1); } else { alert(xmlhttp2.responseText); } } } function GetDetailsfromXML(strXml,id) { alert(id+"%") var ObjDoc ObjDoc=new ActiveXObject("Microsoft.XMLDOM") ObjDoc.loadXML(strXml) var nodelist var CheckElement var str str=new Array() try { if(id==3) { nodelist=ObjDoc.getElementsByTagName('s-gensym12') if (nodelist.length>0) { for (i = 0 ;i<=nodelist.length - 1;i++) { CheckElement = nodelist[i] alert(CheckElement.text); document.getElementById('tktid').value=CheckElement.text } //For Applications in Host } else { alert('Error in retrieving data from XML-3') } } else if(id==2) { nodelist=ObjDoc.getElementsByTagName('s-gensym3') if (nodelist.length>0) { for (i = 0 ;i<=nodelist.length - 1;i++) { CheckElement = nodelist[i] alert(CheckElement.text); document.getElementById('tktNo').value=CheckElement.text } //For Applications in Host } else { alert('Error in retrieving data from XML-2') } } else { nodelist=ObjDoc.getElementsByTagName('s-gensym3') if (nodelist.length>0) { for (i = 0 ;i<=nodelist.length - 1;i++) { CheckElement = nodelist[i] alert(CheckElement.text); document.getElementById('tktid').value=CheckElement.text } //For Applications in Host } else { alert('Error in retrieving data from XML-1') } } }//try catch(e) { } } </script> <input TYPE='button' NAME='Ajax' value='TicketNo' onClick='SendXml(1)'></input> <input TYPE='button' NAME='Ajax2' value='TicketCreate' onClick='SendXml(2)'></input> <input TYPE='button' NAME='Ajax3' value='ArticleCreate' onClick='SendXml(3)'></input> <input TYPE='button' NAME='Ajax4' value='TktSearch' onClick='SendXml(4)'></input> <input TYPE='text' NAME='tktid' id='tktid' ></input> <input TYPE='text' NAME='tktid' id='tktNo' ></input>

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Receiving mails - POP3 default port
by manish ramteke 06 Mar '10

06 Mar '10

Hi, The port which OTRS is using for POP3 is default one 110.Admin area does not have option to set custom port to be used to receive emails using POP3. Please guide me how could i change this default port and use one configured on exchange. Thanks and Regards, Manish Ramteke

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unable to use master/slave feature
by Leonardo Certuche 06 Mar '10

06 Mar '10

Hi there, We have OTRS 2.4.5 with ITSM 1.3.2 and just installed http://ftp.otrs.org/pub/otrs/packages/MasterSlave-1.0.1.opm in order to take advantage of its features (announced at http://otrs.org/2.4/features/) I installed the package, reload the web interface and even restarted the OTRS service but I still don't see the master or slave options when linking a ticket (I only see parent and child options) I'm assuming this options are shown at /otrs/ index.pl?Action=AgentLinkObject&SourceObject=Ticket is that right? Is there something else I should do in order have this feature working? Thanks, Leonardo Certuche

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Re: [otrs] otrs Digest, Vol 18, Issue 30
by Gregory Heffron 06 Mar '10

06 Mar '10

Thanks! I dropped in the original file and it works perfectly. I am confused, though. All I did was change "LOGO" to "TESTING" in the default template header HTML (CustomerHeader.dtl). When I do this, I get an internal server error. Here is the error in the error_log: -- malformed header from script. Bad header=<!-- : public.pl, referer: http://support.shambhala.org -- Any idea why would changing text would cause an error? > Date: Fri, 05 Mar 2010 23:17:27 +0100 > From: Guillaume Rehm <guillaume.rehm(a)bnu.fr> > Subject: Re: [otrs] installer.pl having error - database name > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <4B9182F7.9080505(a)bnu.fr> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > hi, > > If you lost your frontend by modifying dtl files, just extract tar.gz > sources in an other location and copy all dtl files in your otrs > install > dir (/opt/otrs, maybe). > > I think your mysql error come from mistake in database name or > password > for user root. > Try to connect to your mysql database in command line to check param > first. > First, check if mysql server is running (/etc/init.d/mysql start) > mysql -u root -p yourpassword > use otrs (if you don't change otrs database name). > > Good luck On Mar 5, 2010, at 6:59 PM, otrs-request(a)otrs.org wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: R: unable to use master/slave feature (Nils Leideck - ITSM) > 2. installer.pl having error - database name (Gregory Heffron) > 3. Re: installer.pl having error - database name (Guillaume Rehm) > 4. How could the customers change the ticket id? (Jason) > 5. Re: How could the customers change the ticket id? (listen1001) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Fri, 5 Mar 2010 20:45:52 +0100 > From: Nils Leideck - ITSM <nils.leideck(a)leidex.net> > Subject: Re: [otrs] R: unable to use master/slave feature > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <5720486B-DE1C-4946-BE00-ABF921982A3D(a)leidex.net> > Content-Type: text/plain; charset="iso-8859-1" > > Hi, > > try and play around with FreeTextField Number 12 ... ;-) > in example enable it for Note. > > On 05.03.2010, at 16:06, CARNINO Daniele (FIAT ITEM) wrote: > >> I've tested this feature once, but I remember that has seemed >> rather tricky to me, but working. >> In order to use this feature, you need to manually open a new >> ticket and set it as a master first, then link the others ticket >> you wish to control to the master, which should be visible in the >> link list, now. >> As far as I can remember there's no way to use an existing ticket >> as a master: you need to open one only for this purpose. >> Anyway, is more complex to explain than to make it, believe me: >> sorry for the confused explanation, d. >> >> ________________________________________ >> Da: otrs-bounces(a)otrs.org [otrs-bounces(a)otrs.org] per conto di >> Leonardo Certuche [leonardo.certuche(a)itcon-ltda.com] >> Inviato: venerd? 5 marzo 2010 15.18 >> A: User questions and discussions about OTRS. >> Oggetto: [otrs] unable to use master/slave feature >> >> Hi there, >> >> We have OTRS 2.4.5 with ITSM 1.3.2 and just installed http://ftp.otrs.org/pub/otrs/packages/MasterSlave-1.0.1.opm >> in order to take advantage of its features (announced athttp://otrs.org/2.4/features/) >> >> I installed the package, reload the web interface and even >> restarted the OTRS service but I still don't see the master or >> slave options when linking a ticket (I only see parent and child >> options) >> >> I'm assuming this options are shown at /otrs/index.pl? >> Action=AgentLinkObject&SourceObject=Ticket<http://index.pl?Action=AgentLinkObject&SourceObject=Ticket >> > is that right? Is there something else I should do in order have >> this feature working? > > > Nils Leideck > > -- > Nils Leideck > Senior Consultant > > nils.leideck(a)leidex.net > nils.leideck(a)otrs.com > > http://webint.cryptonode.de / a Fractal project > > > >

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installer.pl having error - database name
by Gregory Heffron 05 Mar '10

05 Mar '10

I'm trying to reinstall. But when I call installer.pl from the browser, I get the following error in the logs: -- installer.pl: DBI connect('database=;host=localhost;','root',...) failed: Access denied for user 'root'@'localhost' -- The browser kicks back this error: -- Message: Can't connect to database, read comment! Traceback (2916): Module: Kernel::Output::HTML::Layout::Error (v1.176.2.17) Line: 1416 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.176.2.17) Line: 1395 Module: Kernel::Modules::Installer::Run (v1.58) Line: 221 Module: main::GenericModules (v1.31) Line: 130 Module: /opt/otrs/bin/cgi-bin/installer.pl (v1.31) Line: 91 -- Any ideas? I'm hoping to reinstall, since I lost my front end while modifying .dtl files.

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