June 2010 - otrs - OTRS mailing lists

Internal Server Error
by Faisal Misle 11 Jun '10

11 Jun '10

Internal Server Error Script Error: /cgi/OTRS/OTRS/bin/cgi-bin/installer.pl line 1: Non-existent script interpreter [#!yentec.itgo.com/cgi/OTRS/StrawberryPerl/perl/bin/perl.exe] Script Output: -- Faisal Misle

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Ticket Event Triggers
by Jason Salaz 10 Jun '10

10 Jun '10

I'm trying to add a few Ticket Notification Events, specifically, one that will notify our entire support team of a new ticket creation, as well as when a customer follows up on an already created ticket. We're using OTRS 2.4.7 I created a notification on "TicketCreate", and a notification (with a different body text) on "TicketCustomerUpdate". But now, new tickets from customers result in two e-mails for a single event. I'm assuming this is because the logic works out that a "Customer" "Updated" a ticket, by creating it, which is patently false. Is this considered expected behavior? A bug? Or something else entirely? My current solution is to set the "TicketCreate" notification to invalid (or delete it), which I don't like, because occasionally an Agent will create a ticket on behalf of a customer, but that will result in no notifications going out as a result. Is there a middle ground I'm missing?

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Disable Priority
by Ruslan 10 Jun '10

10 Jun '10

Hello every one. i'm trying to minimize ticket creation interface. So i want to disable in Phone Ticket creation page next fields SLA (Not service!!!) CustomerID Pending Date (for pending* states): Impact: Priority: Due Date: Time units (work units): And cant find options to turn it off

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OTRS Installation
by Faisal Misle 10 Jun '10

10 Jun '10

Hello, I tried the online demo of otrs and loved it. But I am quite bad at isntalling these types of things of servers. Could some one help me install in on my server for free? -- Faisal Misle

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((otrs)) is hiring Consultants
by Christopher T. Kuhn 10 Jun '10

10 Jun '10

Dear List, As OTRS is the world-leading service management solution released under a OpenSource license we are evolving our professional service offer on a global basis. Therefore we're hiring OTRS consultants to strengthen our team in the US and in Europe. If you're interested in becoming a part of the success story of OTRS, please send your application to jobs(a)otrs.com. ((enjoy)) -- Christopher T. Kuhn VP Global Consulting

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ITSM Freetext Fields <-> Service/ Queues
by mofoe 10 Jun '10

10 Jun '10

Hello everyone, is it possible to have different Freetext fields for different services or queues? our customers will be using only the web interface to add tickets. so it would be very good if we could force them to enter a few details, like a serial number or a software version. but as we have different products and different customers, it would make sense if the required fields could be service or queue dependent. i was not able to figure out how to do this and by now i am no longer sure it is doable. any input is greatly appreciated! cheers, maurice

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Survey-key invalid error
by Silver springs 09 Jun '10

09 Jun '10

Hi I created a survey for my company and set the status to Master and set it such that every time a ticket is closed, it sends out the survey to the customer. In the customer's email, it would have a link to open the survey and when I try to open the link, it displays "Survey-Key Invalid" error message. Settings I have in my Sysconfig are as follows : *Ticket::EventModulePost###99-SurveySendRequest*: Event : (TicketStateUpdate|StateSet) Module : Kernel::System::Ticket::Event::SurveySendRequest Could anyone please let me know how I can fix this error ? By clicking the link in the survey email, customer should be able to take the survey without any interruption. Winter

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RegExp and sets in Ticket searches and GenericAgent??
by TechFan 09 Jun '10

09 Jun '10

I was trying to search through tickets using a regexp in the ticket search? It seems that I can't use regexp there or in the GenericAgent? Is that true or am I missing something. Ideally, I would be using a RegExp set to grab a value and set it in another field. . .is that possible? Thanks.

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help:can i configure to send mail when a ticket escalated
by Mike Lu 陆颖 (6186) 09 Jun '10

09 Jun '10

Hi, Can I configure to send mail to notify my IT support members or the manager of IT support team when a ticket escalated? And how? Mike Lu TEL: (86) 010-5860-2288 ext. 6186; FAX: (86) 010-6431-5872 Website: www.elong.com; Reservation Hotline: 400-616-1616 3rd FL, Tower C, Xingke Plaza, 10 Middle Jiu Xian Qiao Road, Chaoyang District, Beijing China 100016

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Escalation on Pending Auto Close+
by Arthur de Pauw 09 Jun '10

09 Jun '10

Hi list! I have tickets that escalate although they are in auto close + state - this is not what I expected. I've googled and found other references (http://www.mail-archive.com/otrs@otrs.org/msg30658.html) but no solution was come up there either. Could it be that tickets are escalated when they don't have a state of type "closed"? If so, should I change the state of the pending auto close to "closed"? What unwanted results could that have? Thanks, Arthur

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