May 2010 - otrs - OTRS mailing lists

Modifying label and display order of default ticket fields
by Martignier, Philippe 14 May '10

14 May '10

Hi, Go to admin, sysconfig and change this param : Ticket::Frontend::AgentTicketQueue###SortBy::DefaultTicket::Frontend::AgentTicketQueue###SortBy::Default You can choose the field to be filtered by default. The only "hic" is if you want to choose a field that is NOT in that list (and is still one of my point by the way) For changing screens (fields, label), make a search of the theme function. You can define new themes and then change the screens (via html) Hope it helps Bye 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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RE : Hide SPAM-Tickets on the dashboard
by Florian Houel 13 May '10

13 May '10

Maybe change the group on this SPAM queue to a new "spam" group. Since no user will have right to this, they will not see it. You'll probably want to keep some rights for admin people, in the user<->group screen. Florian HOUEL - TMA JDE arcanal. - 53 cours Romestang - F-38200 Vienne Tél : 04 74 16 01 63, mobile : 06 72 00 16 45, Fax : 04 74 16 18 66, e-mail : florian.houel(a)arcanal.fr P s'il vous plaît pensez à l'environnement - devez-vous vraiment imprimer cet email? Before You print, Think about the Environment ! ________________________________ De: otrs-bounces(a)otrs.org de la part de Ivan De Masi Date: lun. 10/05/2010 11:45 À: User questions and discussions about OTRS. Objet : [otrs] Hide SPAM-Tickets on the dashboard Hello, I would like to hide the complete Queue "SPAM" on the dashboard - ist there a way? Thanks! Regards, Ivan -- AStA TU Darmstadt IT-Administration Hochschulstr. 1 64289 Darmstadt University of Technology Darmstadt Tel. +49-6151-162217 Fax. +49-6151-166026

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Customer theme
by Jason B. Loven 13 May '10

13 May '10

Anybody know a way to change the current theme for all customers at once? Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)caisoft.com<mailto:jloven@caisoft.com> Web: http://www.caisoft.com/<blocked::http://www.cainetserv.com/>

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Modifying label and display order of default ticket fields
by McCarroll, Robert 13 May '10

13 May '10

Currently I have gotten OTRS running with an oracle backend and trusting apache's mod_auth_kerb authentication to our domain. I've also added several freetext fields to our ticket views. However, my end users want me to change the display labels on a number of the fields and reorder how they display on the screen, including the default delivered fields from OTRS. Thusfar my search of the documentation and this archive has not turned up anything about where I go about redefining these elements. While I suspect that this question has been asked and answered, I can't find the record of it. If anyone could point me in the right direction, I would appreciate it. Robert McCarroll Systems Administration NYS Department of Civil Service

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Incomplete installation of any package with DB support
by Lucarelli Roberto 13 May '10

13 May '10

Could someone give me a work-around to this issue? I tried to create manually the table and it's works but I'm not sure to have created all the necessary items. PROBLEM DESCRIPTION =================== Any installed package with DB Support doesn't works. Probably it depends on the incorrect syntax used to create tables on DB (I have MySQL but the installation scripts uses the MSSQL syntax). STEP-BY-STEP DESCRIPTION TO REPRODUCE THE PROBLEM ================================================= 1) Install via Packet Manager FAQ Package ACTUAL RESULTS ============== The package FAQ is installed but doesn't works properly. You view the FAQ icon on menu but if you select it you will get an error ADDITIONAL INFORMATION ====================== This issue is only reproducible on my installation. I have a system that started with OTRS version 2.4.3 and has been upgraded to OTRS version 2.4.7. In otrs log after installation of FAQ package you view this error: [Wed May 12 14:34:37 2010][Notice][Kernel::System::Package::RepositoryGet] No such package FAQ-1.6.5! [Wed May 12 14:34:46 2010][Error][Kernel::System::Package::_Database][1765] 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 'IDENTITY(1,1) , name VARCHAR (200) NOT NULL, PRIMARY KEY(id), CONSTR' at line 2, SQL: 'CREATE TABLE faq_language ( id SMALLINT NOT NULL IDENTITY(1,1) , name VARCHAR (200) NOT NULL, PRIMARY KEY(id), CONSTRAINT faq_language_name UNIQUE (name) )' [Wed May 12 14:34:46 2010][Error][Kernel::System::Package::_Database][1765] Table 'otrs.faq_language' doesn't exist, SQL: 'INSERT INTO faq_language (name) VALUES ('en')' [Wed May 12 14:34:46 2010][Error][Kernel::Syste

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Can't locate object method "AllLinkedObjects" via package Kernel::System::LinkObject
by Manuel Fernández Panzuela 13 May '10

13 May '10

Hi, I've got a problem upgrading OTRS from 2.2 to 2.3 The problem occurs when i click on "details" to see ticket's history. I know that ITSM 1.1.2 is not compatible with OTRS 2.3... but i don't know how to upgrade without losing data How can i do it ? Thank you Manuel Fernández Panzuela

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Setting up emailing (sendmail)
by Guy Baxter 13 May '10

13 May '10

I have OTRS 2.4.7 installed, and want to use sendmail as i don't want to use up a pop 3 license for each of the email queues we will need. So, sendmail has been setup for to allow relaying to/from our mailservers I can email the otrsuser(a)ourotrs.ourdomain server and the ticket will go into the raw queue. I have created another queue and an email address for tech(a)ourotrs.ourdomain and attempted to get an email to that, but keep getting 550 5.1.1 user unknown. Adding the user in virtuser table in sendmail does not help as the error remains, but creating a system user stops the error - however i recieve no email then. I assume that it goes into /var/spool/mail/tech Coud anyone help with this please? Regards, Guy Baxter 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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issue with the customer ‘Submit a follow up message’
by Lakshan Fernando. 13 May '10

13 May '10

Hi All, I’m having a issue with the customer ‘Submit a follow up message’ option, this is how my issue begins, I have several queues eg :- CCBS and ROAM now customer can create ticket under those 2 queues but agent will move the tickets from above mention queue to a another queue call IMPL which customer has ro in to that queue, if customer has rw permission to IMPL queue he can ‘Submit a follow up message’ but if customer has ro permission he cannot ‘Submit a follow up message’ because that option is not available for customer. But what I want is that, is their a way to active ‘Submit a follow up message’ option for ro queues for customers. Thanks you Lakshan

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Active Directory Integration - Please Help
by Valentin 13 May '10

13 May '10

I'm having problems with Active Directory integration of the customers - i get the following error [Fri May 7 09:35:52 2010][Notice][Kernel::System::CustomerAuth::LDAP::Auth] CustomerUser: ion (CN=ion,CN=Users,DC=test,DC=local) authentication ok (REMOTE_ADDR: 192.168.0.1). [Fri May 7 09:35:52 2010][Error][Kernel::System::CustomerUser::LDAP::CustomerUserDataGet][580] 000020D6: SvcErr: DSID-03100754, problem 5012 (DIR_ERROR), data 0 Please Help Me !

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Got no EncodeObject! ../..// at Kernel / System / GeneralCatalog.pm line 86
by Manuel Fernández Panzuela 12 May '10

12 May '10

Hello, I updated from 2.2 to 2.3 version including the package ITSM 1.1 to version 1.3 correctly. 2.4 installation finish fine, later i follow that steps for GeneralCatalog: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=14&ItemID=345 Packages installation is fine (GeneralCatalog and later ITSMCore, 2.0.2 version), but I get this error when trying to display ConfigItems Got no EncodeObject! ../..// at Kernel / System / GeneralCatalog.pm line 86 Could you help me ? Thank you Manuel Fernández Panzuela

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