April 2010 - otrs - OTRS mailing lists

Error Ajax no defined
by Manuel Sanguino 13 Apr '10

13 Apr '10

Hi I configured the OTRS, When search a Customer in AgentTicketPhone, don`t search service associated to customer. Navigator show the Follow error: Ajax is no defined. Somebody knows what happened Hardware: CPU: AMD Opteron 2.193 Mhz Memory: 4000 MB OS: Debian DB: MySql Version Otrs 2.4 Number Clients: 100

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Re: [otrs] FAQ search function - only single-word searches work
by Gregory Heffron 13 Apr '10

13 Apr '10

Michiel -- Thanks so much. Do you know when 2.4.8 will be available? Meanwhile, I'd like to put in some text directing users to use a single word in their searches. I've looked through the .dtl files in otrs/Kernel/Output/HTML/Standard but can't find the one that builds this form: http://shambhala.org/otrs/public.pl?Action=PublicFAQ&Subaction=Search&Quick… Anyone know where this is located? Best, Greg On Apr 12, 2010, at 4:45 AM, otrs-request(a)otrs.org wrote: > Date: Mon, 12 Apr 2010 13:28:21 +0200 > From: Michiel Beijen <michiel.beijen(a)otrs.com> > Subject: Re: [otrs] FAQ search function - only single-word searches > work > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <l2u9eda38a41004120428h5d761f3bpc0ca977a0666ee05(a)mail.gmail.com> > Content-Type: text/plain; charset=UTF-8 > > Hi Greg, > > This was actually also reported as a bug, which has been fixed in > upcoming 2.4.8. Please look at the bug report to see how to apply the > patch to your existing 2.4.x installation. > > http://bugs.otrs.org/show_bug.cgi?id=4822 > > ((enjoy)) > - > Michiel Beijen > R&D > > Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] > > OTRS AG > Norsk-Data-Str 1. > 61352 Bad Homburg > Germany > > T: +31 (0) 6457 42418 > F: +49 (0) 9421 56818-18 > I:? http://www.otrs.com/

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FAQ 1.6.5 CGI Error?
by Nathan Campbell 13 Apr '10

13 Apr '10

FAQ Module appears to install properly, I am able to view it and add a category, but when I create a new article and attempt to save it - I get this error: "CGI Error The specified CGI application misbehaved by not returning a complete set of HTTP headers." >From that point on - the FAQ module always returns this error - even from the customer interface. I can uninstall and reinstall to get rid of the error, but as soon as I attempt to enter the first article it blows up. Platform: OTRS 2.4.7 FAQ 1.6.5 Win2K3 IIS 6 SQL 2005 Strawberry Perl OTRS has been running splendidly on this platform for several years. (with the exception of Strawberry Perl which started a couple of upgrades ago) Nathan Campbell Dallas Symphony Orchestra

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Sending the PDF Print of a Ticket to costumer automatically when the state is change to closed
by Filipe Carreira 12 Apr '10

12 Apr '10

Hello, I'm new to OTRS and I'm exploring the possibility of using it at my company. My question is the following: is there a way of sending the PDF Print of a ticket to the associated costumer when the state is changed to closed via a custom job (if there is such a thing) executed by the Generic Agent? I am aware that there is an OTRS API but my Perl knowledge is close to none. I'm using version 2.4. Best Regards, Filipe Carreira

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Out of Office Messages
by Marretta, Rosanna 12 Apr '10

12 Apr '10

Hi all, Can somebody please help me on how I can stop Out of Office Messages coming into the system. Thank you and really appreciate your help on this matter. Rosanna

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Letting otrs to use Perl system modules rather than its own's
by Luis Daniel Lucio Quiroz 12 Apr '10

12 Apr '10

I wonder, if i remove this directory /var/www/otrs/Kernel/cpan-lib will otrs look for perl modules already installed in system, or how can i do this behaivor? TIA LD

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FAQ search function - only single-word searches work
by Gregory Heffron 12 Apr '10

12 Apr '10

I never heard a response to this one. Does anyone have an idea of how to allow for more complex (multi-word) searches? I've looked around in the sysconfig in the Admin section without results. Cheers, Greg Sent April 6th > re: FAQ search function - only one-word searches work > Right now, if I enter more than one word in the search field in the > FAQ, nothing is found. Is there anyway to make it a standard and-or > search? Sorry if this is obvious. I can't seem to find it in the > manual. > > Best, > Greg

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auto notifcation not working
by Jeffrey Willis 10 Apr '10

10 Apr '10

Hi all, I read a thread in mid-March with an issue I am facing but didn't find a resolution to help me. I have selected my preferred queue for notifications and selected yes in preferences. When I email in to the support email address it logs a ticket and autoresponds correctly with saying the ticket's been logged. The ticket shows up in the queue (and in "my queues" based on my preference set up). I also did a test email from "admin" and it arrived okay. The three users I'm testing who've all set up the same preferences do not receive a notification of a new ticket. The system log entry below looks as if it has sent the notifications: Fri Apr 9 23:40:18 2010 notice OTRS-PMAccount-10 Sent agent 'NewTicket' notification to 'tim(a)******.com'. Fri Apr 9 23:40:16 2010 notice OTRS-PMAccount-10 Sent agent 'NewTicket' notification to 'jeff(a)******.com'. Fri Apr 9 23:40:14 2010 notice OTRS-PMAccount-10 Sent agent 'NewTicket' notification to 'travis(a)******.com'. Fri Apr 9 23:40:10 2010 notice OTRS-PMAccount-10 Sent agent 'NewTicket' notification to 'root@localhost'. Any assistance you can give at helping me resolve why we aren't getting the notifications would be greatly appreciated! Cheers! Jeff

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Sort Queue View by Last Update from Customer
by Scott Driscoll 10 Apr '10

10 Apr '10

I've seen a number of threads asking about sorting the queue view or dashboard by Last Update, but all of the solutions I found apply to older versions. Any hints as to how to do this? I was thinking about using TicketFreeTime, priority, Ticket::Frontend::AgentTicketQueue###SortBy::Default:--> something other than Age, DashboardBackend###0130-TicketOpen: (currently Age, tried setting to Change, Update, LastUpdate, etc.)... I know change_time is stored in the db, just a matter of getting access to that... I'm not 100% sure if LastUpdate is the terminology, but I'd love to sort by the time since a customer last emailed. thanks! -Scott

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"From:" field in ticket.
by rodney fluharty 09 Apr '10

09 Apr '10

I am new to OTRS, so please, bear with me. I have some customer users I created. I realized when they submitted a ticket, the field in the agent's login would show something like: "From: fname lname<email(a)domain.com>" So far, so good. I wanted to change the fname and lname to be more accurate for my purposes. I went into customer user and changed the fields for first name and last name. Then submitted the changes. If that customer user submits a new ticket, I still get: "From: fname lname<email(a)domain.com>" So it doesn't change. However, if I click "CustomerID" to the right of the ticket, to show the customer's details, then the customers information shows up correctly in that window. This tells me that the firstname and lasname IS being updated somewhere, but not in the email fields in the tickets. Any idea how to fix this. -- Rodney Jay Fluharty

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