May 2010 - otrs - OTRS mailing lists

Deleting tickets after switching from runtimedb to staticdb
by Sune T. Tougaard 26 May '10

26 May '10

Hi list, I've been doing some upgrade tests on our OTRS installation, currently running 2.2.4. After upgrade to 2.4.7, and running the "Support Assessment" I noticed that the ArticleSearchIndex and IndexAccelerator should be set to "StaticDB". I did, and rebuilt the indexes as mentioned in the documentation. However, after doing this, it appears that one of the cron jobs starts to bulk-delete a lot of tickets in the database. Since this is an upgrade and I'm trying to cover my behind, I'm a bit unsure whether it's a problem with the existing generic agents for example, or if it's supposed to behave like that after switching to "StaticDB". Late last week, I did another test-upgrade and the log file have grown to 11mb over the weekend. Some of the entries that I'm worried about looks like this: [Mon May 24 05:44:39 2010][Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2081000/80575). There are many many entries like this with different ticket IDs of course. I do have a few generic agents that does some delete actions, but certainly not to fill the log to 11mb. Also, SQL'ing my way in the original installation to the tickets being deleted, shows that the tickets are definitely not among those I'd like the generic agents to handle. Later in the log a substantial amount of these shows up: [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (85224)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketLockA cceleratorAdd][213] Need TicketID! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::HistoryAdd][6265] Column 'queue_id' cannot be null, SQL: 'INSERT INTO ticket_history (name, history_type_id, ticket_id, article_id, queue_id, owner_id, priority_id, state_id, type_id, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketLockA cceleratorAdd][213] Need TicketID! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Queue::QueueGet][751] Need ID or Name! [Mon May 24 05:57:22 2010][Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2085527/83884). Also with different ticket IDs. Can anyone shed some light on this? I've postponed my update twice, because I started seeing this behavior and I'd really like to get 2.4.7 rolling, as there are many improvements we'd like to get our hands on. If you say this is normal after switching to StaticDB after having used RunTimeDB for quite a while, I can calm a bit down and go forward. Thanks a lot for your input. -- /Sune

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Lost your password? Not working
by Armando Irazabal 25 May '10

25 May '10

When i attempt to get new password trough "Lost your password?" I place valid email address and I get a mail with a link to renew my password but when I click on the link I got an error message "There is no account with that login name" Any idea?

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Zombie tickets all around..
by Sarper SARIDAL 25 May '10

25 May '10

Today , our day started with a very strange issue. We are using otrs 2.4.6 over 10 months. There has been no system update or change recently. All closed tickets are re-opened by a follow-up message with a new ticket id. and the creator is unknown. For example ; there are 15000 tickets closed upto date. Now otrs opens them as a new ticket with a follow up. Is there a place where i can check how this happened? We started to close them again since they are old tickets but they keep coming probably until otrs opens all closed tickets.. Is there a general tick somewhere or somehow tells the otrs to open all tickets like search all tickets , do a global action and re-open them? I don't think so. Any advice? Thanks & Regards, Sarper Down below is the technical report that has been generated by otrs. -- Technical Data -- * 14416 EXISTS * 49 RECENT Received: from otrs.yatpa.org ([192.168.64.32]) by IZMEX01.yatpa.org with Microsoft SMTPSVC(6.0.3790.3959); Sun, 23 May 2010 13:50:24 +0300 MIME-Version: 1.0 Subject: You got follow up! (You got follow up! (You [...]) [Ticket#2010050610000228] X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) X-Mailer: OTRS Mail Service (2.4.5) Date: Sun, 23 May 2010 13:51:09 +0300 X-Loop: yes Message-ID: <1274611869.435302.299072266(a)otrs.yatpa.org> To: otrsadmin(a)alfemo.com.tr From: OTRS Notification Master <bim(a)alfemo.com.tr> Content-Type: multipart/alternative; boundary="----------=_1274611869-1972-396" Return-Path: <> X-OriginalArrivalTime: 23 May 2010 10:50:24.0402 (UTC) FILETIME=[BF71AF20:01CAFA65] This is a multi-part message in MIME format... ------------=_1274611869-1972-396 Content-Type: text/plain; charset="utf-8" Content-Disposition: inline Content-Transfer-Encoding: quoted-printable Hi OTRS, you got a follow up! OTRS Notification Master <bim(a)alfemo.com.tr> wrote: <snip> > Hi OTRS, >=20=20 > you got a follow up! >=20=20 > OTRS Notification Master <bim(a)alfemo.com.tr> wrote: >=20=20 > <snip> > > Hi OTRS, > >=C2=A0=C2=A0 > >=C2=A0=C2=A0you got a follow up! > >=C2=A0=C2=A0 > >=C2=A0=C2=A0OTRS Notification Master <bim(a)alfemo.com.tr> wrote: > >=C2=A0=C2=A0 > >=C2=A0=C2=A0<snip> > >=C2=A0=C2=A0> Hi OTRS, > >=C2=A0=C2=A0>=C2=A0=C2=A0 > >=C2=A0=C2=A0>=C2=A0=C2=A0you got a follow up! > >=C2=A0=C2=A0>=C2=A0=C2=A0 > >=C2=A0=C2=A0>=C2=A0=C2=A0OTRS Notification Master <bim(a)alfemo.com.tr> w= rote: > >=C2=A0=C2=A0>=C2=A0=C2=A0 > >=C2=A0=C2=A0>=C2=A0=C2=A0<snip> > >=C2=A0=C2=A0>=C2=A0=C2=A0> Hi OTRS, > >=C2=A0=C2=A0>=C2=A0=C2=A0>=C2=A0=C2=A0 > >=C2=A0=C2=A0>=C2=A0=C2=A0>=C2=A0=C2=A0you got a follow up! > >=C2=A0=C2=A0>=C2=A0=C2=A0>=C2=A0=C2=A0 > >=C2=A0=C2=A0>=C2=A0=C2=A0>=C2=A0=C2=A0OTRS Notification Master <bim@alf= emo.com.tr> wrote: > >=C2=A0=C2=A0>=C2=A0=C2=A0>=C2=A0=C2=A0 > >=C2=A0=C2=A0>=C2=A0=C2=A0>=C2=A0=C2=A0<snip> > >=C2=A0=C2=A0>=C2=A0=C2=A0>=C2=A0=C2=A0> Hi OTRS, > >=C2=A0=C2=A0>=C2=A0=C2=A0>=C2=A0=C2=A0>=C2=A0=C2=A0 <snip> [1]http://otrs.yatpa.org/otrs/index.pl?Action=3DAgentZoom&TicketID=3D3719 Your OTRS Notification Master [1] http://otrs.yatpa.org/otrs/index.pl?Action=3DAgentZoom&TicketID=3D3= 719 ------------=_1274611869-1972-396 Content-Type: text/html; charset="utf-8" Content-Disposition: inline Content-Transfer-Encoding: quoted-printable <html><head><meta http-equiv=3D"Content-Type" content=3D"text/html; charset= =3Dutf-8"/></head><body style=3D"font-family:Geneva,Helvetica,Arial,sans-se= rif; font-size: 12px;">Hi OTRS, you got a follow up! OTRS= Notification Master <bim(a)alfemo.com.tr <lt%3Bbim(a)alfemo.com.tr>> wrote: <snip>= <div type=3D"cite" style=3D"border:none;border-left:solid blue 1.5pt;= padding:0cm 0cm 0cm 4.0pt">Hi OTRS, you got a follow up! OTRS Notification Master <bim(a)alfemo.com.tr <lt%3Bbim(a)alfemo.com.tr>> wrote: <snip> > Hi OTRS, >   >  you got a follow up! >   >  OTRS Notification Master <bim(a)alfemo.com.tr<lt%3Bbim(a)alfemo.com.tr>> wrote:<b= r/> >   >  <snip> >  > Hi OTRS, >  >=C2=A0=C2=A0 >  >=C2=A0=C2=A0you got a follow up! >  >=C2=A0=C2=A0 >  >=C2=A0=C2=A0OTRS Notification Master <bim(a)alfemo.com<lt%3Bbim(a)alfemo.com> = .tr> wrote: >  >=C2=A0=C2=A0 >  >=C2=A0=C2=A0<snip> >  >=C2=A0=C2=A0> Hi OTRS, >  >=C2=A0=C2=A0>=C2=A0=C2=A0 >  >=C2=A0=C2=A0>=C2=A0=C2=A0you got a follow up! >  >=C2=A0=C2=A0>=C2=A0=C2=A0 >  >=C2=A0=C2=A0>=C2=A0=C2=A0OTRS Notification Master &l= t;bim(a)alfemo.com.tr <t%3Bbim(a)alfemo.com.tr>> wrote: >  >=C2=A0=C2=A0>=C2=A0=C2=A0 >  >=C2=A0=C2=A0>=C2=A0=C2=A0<snip> >  >=C2=A0=C2=A0>=C2=A0=C2=A0> Hi OTRS, >  >=C2=A0=C2=A0>=C2=A0=C2=A0>=C2=A0=C2=A0</div> = <snip> <a href=3D"http://otrs.yatpa.org/otrs/index.pl?Action= =3DAgentZoom&TicketID=3D3719" title=3D"http://otrs.yatpa.org/otrs/index= .pl?Action=3DAgentZoom&TicketID=3D3719">http://otrs.yatpa.org/otrs/inde= x.pl?Action=3DAgentZoom&TicketID=3D3719</a> Your OTRS Notifica=

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Re: [otrs] OTRS Terms of use (Alexander Halle) (Alejandra Piedra)
by Martignier, Philippe 25 May '10

25 May '10

Hi Alejandra, The programmer is not here this week, I will look with him next week about this code giving. Nothing is finished now (still in "Proof of concept" mode), but it is already "working". He put a "manage" button on the article level (bottom right on the zoom view) and then it switch to a new screen (where everything is handled on a separate way). I know it has been quite hard to do as if you use the rich text editor (that is our case) you have to handle with two files (text file and html file), but he finally did it. I will tell you soon about this code. Thanks for your interest 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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modifying the FAQ search form?
by Gregory Heffron 24 May '10

24 May '10

I want to modify the text on the search form: http://shambhala.org/otrs/public.pl?Action=PublicFAQ&Subaction=Explorer&Cat… (top of the right column) I've looked through the .dtl files in otrs/Kernel/Output/HTML/Standard but can't find the one that builds it. I'd also like to modify this one: http://shambhala.org/otrs/public.pl?Action=PublicFAQ&Subaction=Search&Quick… Anyone know where the base files are located? Thanks for your help. I've been searching on and off for a month now! Best, Greg

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Re: [otrs] Default sort order issues
by Steve Durbin 24 May '10

24 May '10

On 21.05.2010, at 08:44, Steve Durbin wrote: > OTRS 2.4.7 (and below) doesn't correctly sort tickets if multiple pages are shown. At Nils Leideck request bugged as #5386 Workaround added to bug as additional information. -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

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ITSM error while upgrading OTRS 2.3 to 2.4
by Manuel Fernández Panzuela 24 May '10

24 May '10

Hello, I'm trying to migrate from version 2.3 to 2.4, but I have got problems with the ITSM package. My actual version is 2.3.5 with ITSM 1.2.3 I followed the instructions [1] but did not work, returned me the following error: Got no EncodeObject ! at ../ ..//Kernel/System/General Catalog.pm line 86 I would like to use ITSM 2.0, all new features are very useful, but i can't get a functional instalation. Thanks [1] http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=14&ItemID=345 Un saludo Manuel Fernández Panzuela

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Find one ticket in a group of bulk tickets
by Ton Kersten 24 May '10

24 May '10

Hello all, For our customer accouting I'm trying to find all closed tickets in a certain time frame. I can do that, but when I do that I get accounting tickets for every ticket closed. Now I'm trying to find out how I can select only one accounting record for a group that's closed with a bulk action. I already have got: select * from time_accounting, article, ticket, queue where ( queue.name like 'CUST::%' or queue.name = 'CUST' ) and queue.id=ticket.queue_id and time_accounting.ticket_id=ticket.id and time_accounting.article_id=article.id and date(from_unixtime(article.incoming_time)) between '2010-05-01' and last_day('2010-05-01'); Does anyone have any idea how to determine which tickets are closed in a group? Thanks in advance. Cheers, TonK

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Default sort order issues
by Steve Durbin 22 May '10

22 May '10

OTRS 2.4.7 (and below) doesn't correctly sort tickets if multiple pages are shown. To demonstrate this, pick a view showing more than one page of tickets and note that the 1st page is sorted by priority (Down) then Age (Up). Go to the next page and the default sort order of Age (Up) alone will take over. It's not possible to set the default sorting to an array in the interface, so a workaround fix is to always sort by Priority (Down) then Age (Up) when Age (Up) is selected, and by Priority (Down) then Age (Down) when Age (Down) is selected. It's probably not a workaround that should be mainstreamed as the behaviour isn't obvious! To do this, we have made the following patch (in unified diff format): --- Ticket.pm.old 2010-05-21 16:35:10.000000000 +0100 +++ Ticket.pm 2010-05-21 16:35:51.000000000 +0100 @@ -3663,6 +3663,18 @@ else { @SortByArray = ($SortBy); @OrderByArray = ($OrderBy); +#BCBCPATCH - Force default of age to be sorted by age within priority + if ($SortBy eq 'Age') { + if ($OrderBy eq 'Down') { + @OrderByArray = ('Down','Down'); + @SortByArray = ('Priority','Age'); + } + else { + @OrderByArray = ('Down','Up'); + @SortByArray = ('Priority','Age'); + } + } +#BCBCPATCHEND } for my $Count ( 0 .. $#SortByArray ) { if ( !$SortOptions{ $SortByArray[$Count] } ) { Hope this is helpful to others. -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

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Reply by Email
by Scott Johnson 22 May '10

22 May '10

Hello: I'm fairly new to otrs, and I suppose this question has been asked before, but I'm not able to find an answer. What I want to do is to be able to reply to a ticket that is created by a customer from my mobile device, and have that reply forwarded to the customer. So, for example, Customer A sends an email to my otrs system. Otrs sends an auto-response, and also sends me a message saying there is a new ticket. I reply to the otrs system, and it's logged as a follow up, but the customer never sees the message. Is there any way to adjust the settings so that I can send replies to customers without having to use the web interface? Thanks, ~Scott

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