March 2010 - otrs - OTRS mailing lists

'Close' ticket to customer when change queue
by Neil Grantham 26 Mar '10

26 Mar '10

Hi We have a scenario, where we will use OTRS in a small company. We invoice every fortnight, and would like to use the mechanism of changing a queue from one the customer sees, to our 'Invoicing' queue as closure. Is this possible? There could be a scenario whereby a ticket moves queue 2 weeks ahead of it being invoiced (and then properly closed) and don't want the customer to think it's taken so long to resolve his issue! It would be ideal to trigger an email to them once we move the ticket from the support queue in this way. Thanks for your ideas Neil

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Re: [otrs] Reopen pending reminder
by Holly.Avramovic＠eur.checkpt.com 26 Mar '10

26 Mar '10

Hi OTRS team, We are also looking towards implementing a function to auto-open a ticket when a certain time has passed like in the e-mail below. Since we cannot manage to set this function properly, would you be so kind to explain to us step by step how to get this "auto close open" function properly added. This is what we did but the "auto close open" state does not appear, when we try to compose a new ticket. Under Ticket -> Core::Ticket Ticket::ViewableStateType: new open pending auto pending reminder close auto open under Ticket::PendingAutoStateType: pending auto close auto open under Ticket::StateAfterPending: key: close auto open content: open key: pending auto close+ content: close succesfull key: pending auto close- content: closed unsuccesfull Under Ticket::Frontend::AgentTicketCompose###StateType: we have open closed close auto open Thank you in advance for your time and answer. ----------------------------------------------------------------------------- > Hello all, > in our OTRS implementation we are planning to only use "pending reminder" > status, togeter with "close" and "open". > I have two questions for you: > > a) There's a way to have the "pending reminder" tickets reopened > automatically at the end of pending period? > I've try with Ticket:StateAfterPending in Core:Ticket with no success. > Should I use the generic agent for that duty? StateAfterPending only works for pending auto states. By default there are only "close auto +" and "close auto -" states. You should try to add a new pending auto state called for instance "close auto open" and add a line in StateAfterPending fot this new state. As that is not a pending reminder state, you should not receive a notification email when the pending is timing out. > > b) Furthermore, there's another way to set manually the status to "open" > other than using "compose answer" and set the new status? > This, because we don't want let the customer know that ticket has reopened. > You can add an internal note to do that Holly Avramovic Customer Service Checkpoint Systems Akkermansbeekweg 12 7061 ZA, Terborg The Netherlands Tel: +31 (0)315 39 5928 holly.avramovic(a)eur.checkpt.com www.checkpointsystems.com P Please consider the environment before printing this message

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special versions of AgentTicketCompose
by Anton Gubar'kov 26 Mar '10

26 Mar '10

Hello, colleagues, I wonder if anybody tried to make custom versions of AgentTicketCompose module. My goal is to make a new Action link in ticket (Ticket::Frontend::Menumodule) that has a predefined subject, limited choise of possible states, predefined queue etc. Real world example: OTRS is used to drive a billable service. Once the service is completed, the agent needs to write a thank you letter to the customer and move the ticket to accounting for billing. I try to achieve it through AgentTicketCompose action. I have a standard response template. In order to modify the subject I need to modify Ticket::Frontend::AgentTicketCompose->Subject, but it will affect all invocations of AgentTicketCompose. Is there a way to rename AgentTicketCompose to TransferToBilling and do full customization of the new module? As far as I could judge now I need to create a new Kernel/Modules/TransferToBilling.pm with functions fully identical to AgentTicketCompose.pm just to make use of a new module name in Config.pm Regards, Anton.

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Customer module and viruses
by Martignier, Philippe 26 Mar '10

26 Mar '10

Hi there, Before deploying the customer module to our external customers, a security question has done a little splash ... What happen if a customer sends a file containing a virus? Is there a way to link an antivirus to the Customer Module? Any answers welcome!!!! Cheers 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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default agent list per queue
by patrick.dillon＠aleris.com 26 Mar '10

26 Mar '10

We are using OTRS 2.3.4 with ITSM 1.3 installed. I see that on many of our queues there will be 2 or 3 agents (out of a list of about 70) that automatically appear in the short list for the owner selection field (in the dropdown list) when creating a new incident ticket. Does anyone know where this is controlled or how to modify the short list? We can click on -All- and see the entire list, but I would like to be able to control which agents appear in the short list for each queue. Thanks, Pat

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Re: [otrs] Upgrade 2.4.7
by volker.lipper＠groupm.com 26 Mar '10

26 Mar '10

So you say there are just two tables in your db? I am on the road so i cant look, but there should be around 70 i think. Just 2 ct, Li Sent bai mohbeil ----- Originalnachricht ----- Von: "Sebastien Bory" [s.bory(a)groupenci.com] Gesendet: 26/03/2010 16:35 CET An: "'User questions and discussions about OTRS.'" <otrs(a)otrs.org> Betreff: Re: [otrs] Upgrade 2.4.7 I think I have a problem when I save my otrs databases before upgrade, Because I save it before upgrade with mysql dump uroot otrs > otrs_dump.sql After upgrade I recreate it an import the old database (mysql uroot otrs < otrs_dump.sql But when I see the tables on otrs database I have 2 table. mysql> use otrs Database changed mysql> show tables; +----------------------- | Tables_in_otrs +----------------------- | notification_event | notification_event_ite +----------------------- 2 rows in set (0.02 sec) Can you confirm they are more 2 table? Cordialement Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Sebastien Bory Envoyé : vendredi 26 mars 2010 15:45 À : 'User questions and discussions about OTRS.' Objet : Re: [otrs] Upgrade 2.4.7 After this upgrade I cant log on root or another agent, and its the same for customer interfaces. How I can verify with mysql the user table? I have no knowledge about Mysql Cordialement Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Sebastien Bory Envoyé : vendredi 26 mars 2010 13:47 À : 'User questions and discussions about OTRS.' Objet : [otrs] Upgrade 2.4.7 Dear, I do an upgrade for otrs 2.4.5 to otrs 2.4.7 When I want to log it with root@localhost I have this message the user or password are wrong And I look in this files otrs.log and I see that: Fri Mar 26 13:42:17 2010][Error][Kernel::System::Valid::ValidIDsGet][195] Table 'otrs.valid' doesn't exist, SQL: 'SELECT id FROM valid WHERE name = 'valid'' [Fri Mar 26 13:42:17 2010][Error][Kernel::System::Auth::DB::Auth][94] You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND login = 'root@localhost'' at line 1, SQL: 'SELECT pw, id FROM users WHERE valid_id IN ( ) AND login = 'root@localhost'' [Fri Mar 26 13:42:17 2010][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost doesn't exist or is invalid!!! (REMOTE_ADDR: 127.0.0.1) [Fri Mar 26 13:42:17 2010][Error][Kernel::System::User::UserLookup][680] Table 'otrs.users' doesn't exist, SQL: 'SELECT id FROM users WHERE LOWER(login) = ?' Can you help me thanks Cordialement Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified. Privileged/Confidential Information may be contained in this message. If you are not the addressee indicated in this message (or responsible for delivery of the message to such person), you may not copy or deliver this message to anyone. In such case, you should destroy this message and kindly notify the sender by reply email. Please advise immediately if you or your employer does not consent to email for messages of this kind. Opinions, conclusions and other information in this message that do not relate to the official business of the GroupM companies shall be understood as neither given nor endorsed by it. GroupM companies are a member of WPP plc. For more information on our business ethical standards and Corporate Responsibility policies please refer to our website at http://www.wpp.com/WPP/About/

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Re: [otrs] Upgrade 2.4.7
by Sebastien Bory 26 Mar '10

26 Mar '10

I think I have a problem when I save my otrs databases before upgrade, Because I save it before upgrade with mysql dump uroot otrs > otrs_dump.sql After upgrade I recreate it an import the old database (mysql uroot otrs < otrs_dump.sql But when I see the tables on otrs database I have 2 table. mysql> use otrs Database changed mysql> show tables; +----------------------- | Tables_in_otrs +----------------------- | notification_event | notification_event_ite +----------------------- 2 rows in set (0.02 sec) Can you confirm they are more 2 table? Cordialement Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Sebastien Bory Envoyé : vendredi 26 mars 2010 15:45 À : 'User questions and discussions about OTRS.' Objet : Re: [otrs] Upgrade 2.4.7 After this upgrade I cant log on root or another agent, and its the same for customer interfaces. How I can verify with mysql the user table? I have no knowledge about Mysql Cordialement Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Sebastien Bory Envoyé : vendredi 26 mars 2010 13:47 À : 'User questions and discussions about OTRS.' Objet : [otrs] Upgrade 2.4.7 Dear, I do an upgrade for otrs 2.4.5 to otrs 2.4.7 When I want to log it with root@localhost I have this message the user or password are wrong And I look in this files otrs.log and I see that: Fri Mar 26 13:42:17 2010][Error][Kernel::System::Valid::ValidIDsGet][195] Table 'otrs.valid' doesn't exist, SQL: 'SELECT id FROM valid WHERE name = 'valid'' [Fri Mar 26 13:42:17 2010][Error][Kernel::System::Auth::DB::Auth][94] You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND login = 'root@localhost'' at line 1, SQL: 'SELECT pw, id FROM users WHERE valid_id IN ( ) AND login = 'root@localhost'' [Fri Mar 26 13:42:17 2010][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost doesn't exist or is invalid!!! (REMOTE_ADDR: 127.0.0.1) [Fri Mar 26 13:42:17 2010][Error][Kernel::System::User::UserLookup][680] Table 'otrs.users' doesn't exist, SQL: 'SELECT id FROM users WHERE LOWER(login) = ?' Can you help me thanks Cordialement Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

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Re: [otrs] Upgrade 2.4.7
by Nathan Campbell 26 Mar '10

26 Mar '10

Make sure your config.pm file was not overwritten during the upgrade. If you ran the windows installer then it would have created a new config.pm and your connection and login settings could be messed up. Good luck, Nathan Campbell Dallas Symphony Orchestra From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sebastien Bory Sent: Friday, March 26, 2010 9:45 AM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] Upgrade 2.4.7 After this upgrade I can't log on root or another agent, and it's the same for customer interfaces. How I can verify with mysql the user' table? I have no knowledge about Mysql Cordialement Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail :s.bory@groupenci.com <mailto:sb@groupenci.com> Web: www.groupenci.com <http://www.groupenci.com/> Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Sebastien Bory Envoyé : vendredi 26 mars 2010 13:47 À : 'User questions and discussions about OTRS.' Objet : [otrs] Upgrade 2.4.7 Dear, I do an upgrade for otrs 2.4.5 to otrs 2.4.7 When I want to log it with root@localhost I have this message "the user or password are wrong" And I look in this files otrs.log and I see that: Fri Mar 26 13:42:17 2010][Error][Kernel::System::Valid::ValidIDsGet][195] Table 'otrs.valid' doesn't exist, SQL: 'SELECT id FROM valid WHERE name = 'valid'' [Fri Mar 26 13:42:17 2010][Error][Kernel::System::Auth::DB::Auth][94] You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND login = 'root@localhost'' at line 1, SQL: 'SELECT pw, id FROM users WHERE valid_id IN ( ) AND login = 'root@localhost'' [Fri Mar 26 13:42:17 2010][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost doesn't exist or is invalid!!! (REMOTE_ADDR: 127.0.0.1) [Fri Mar 26 13:42:17 2010][Error][Kernel::System::User::UserLookup][680] Table 'otrs.users' doesn't exist, SQL: 'SELECT id FROM users WHERE LOWER(login) = ?' Can you help me thanks Cordialement Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail :s.bory@groupenci.com <mailto:sb@groupenci.com> Web: www.groupenci.com <http://www.groupenci.com/> Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

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Re: [otrs] Upgrade 2.4.7
by Sebastien Bory 26 Mar '10

26 Mar '10

After this upgrade I cant log on root or another agent, and its the same for customer interfaces. How I can verify with mysql the user table? I have no knowledge about Mysql Cordialement Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Sebastien Bory Envoyé : vendredi 26 mars 2010 13:47 À : 'User questions and discussions about OTRS.' Objet : [otrs] Upgrade 2.4.7 Dear, I do an upgrade for otrs 2.4.5 to otrs 2.4.7 When I want to log it with root@localhost I have this message the user or password are wrong And I look in this files otrs.log and I see that: Fri Mar 26 13:42:17 2010][Error][Kernel::System::Valid::ValidIDsGet][195] Table 'otrs.valid' doesn't exist, SQL: 'SELECT id FROM valid WHERE name = 'valid'' [Fri Mar 26 13:42:17 2010][Error][Kernel::System::Auth::DB::Auth][94] You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND login = 'root@localhost'' at line 1, SQL: 'SELECT pw, id FROM users WHERE valid_id IN ( ) AND login = 'root@localhost'' [Fri Mar 26 13:42:17 2010][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost doesn't exist or is invalid!!! (REMOTE_ADDR: 127.0.0.1) [Fri Mar 26 13:42:17 2010][Error][Kernel::System::User::UserLookup][680] Table 'otrs.users' doesn't exist, SQL: 'SELECT id FROM users WHERE LOWER(login) = ?' Can you help me thanks Cordialement Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

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Using inline images on responses
by Luís Gomes 26 Mar '10

26 Mar '10

Hi there, is there a way to use inline images on default responses (e.g: header image on emails)? The richtext editors on the administration area don't have the image upload option like the ticket reply/note/etc. Thanks Luis

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