July 2010 - otrs - OTRS mailing lists

AgentTicketZoom show linked tickets
by Ulrich Gøhns 09 Jul '10

09 Jul '10

Hello, I got a ticket that's linked to other tickets. On the AgentTicketZoom page (right side with ticket info) it says "Linked:", but there is nothing shown. I looked in AgentTicketZoom.dtl and found this: # object links  $Data{"LinkTableStrg"}  Why doesn't it show the linked objects? I'm running OTRS 2.3.4 - will upgrade to 2.4.7 if it's required to do so. Regards, Ulrich

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How to disable the quation of email notifications?
by José Luis Rodríguez García 08 Jul '10

08 Jul '10

When OTRS sends a notification, it quotes the messages with the symbol '>' ¿How can I disable this behavour? I have tried to disable and assign an empty value to Ticket::Frontend::Quote, but without success. Best Regards -- Jose Luis Rodriguez Garcia Gerente Unix y Bases de Datos Servicios Gestionados de Alojamiento y Explotacion C/Miguel Yuste, 45. Madrid 28037 Tel. Fijo: (+34) 913534975 E-mail: jose.l.rodriguez(a)tecnocom.es www.tecnocom.es

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Creation of new ticket through customer page
by Alessandro d'Ambrosio 08 Jul '10

08 Jul '10

Hi, I've upgraded my OTRS from 2.3.4 to 2.4.7. Unfortunately when I want to create a new ticket through Web Customer Page (http://mydomain/otrs/customer.pl) I have this error log: Software error: Global symbol "%Error" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 265. Global symbol "%Error" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 268. Global symbol "%Error" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 269. Global symbol "%Error" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 271. Global symbol "@Attachments" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 277. Global symbol "$Dest" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 279. Global symbol "$NewQueueID" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 280. Global symbol "%TicketFreeTextHTML" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 281. Global symbol "%FreeTime" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 282. Global symbol "%Error" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 283. Global symbol "$NewQueueID" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 297. Global symbol "%TicketFree" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 314. Global symbol "%TicketFree" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 317. Global symbol "%TicketFree" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 318. Global symbol "%TicketFreeTime" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 328. Global symbol "%TicketFreeTime" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 329. Global symbol "%TicketFreeTime" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 330. Global symbol "%TicketFreeTime" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 331. Global symbol "%TicketFreeTime" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 332. Global symbol "%TicketFreeTime" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 343. Global symbol "%TicketFreeTime" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 346. Global symbol "$To" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 376. Global symbol "$NewQueueID" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 391. Global symbol "$NextScreen" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 434. syntax error at ../..//Kernel/Modules/CustomerTicketMessage.pm line 437, near "else" ../..//Kernel/Modules/CustomerTicketMessage.pm has too many errors. Authentication by Radius works fine. I can change settings, perform a search. Problem happens only when I click on "New Ticket" Help me please! Thanks! Alessandro

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Ticket circulating through a group of agents for sign-off?
by Thiemo Nordenholz 08 Jul '10

08 Jul '10

Hi OTRS users, is it possible to have one ticket "circulate" through a group of agents, having each one add a comment and sign it off, making the ticket move to the next agent? My imagined workflow should look like this: 1. New ticket arrives and is somehow marked for this circulation mechanism (either placed in a special queue, or otherwise flagged) by one agent in the respective group. This agent adds a note to the ticket, so it is considered "signed off" by him. 2. The ticket is sent to the next agent in the "special group" by OTRS, that agent is informed about the ticket (as per standard notification methods and settings in OTRS), and can add his comment in a new note, thereby also "signing off" the ticket. 3. Step 2 happens until all agents in the "special group" have added their note to the ticket. 4. Ticket returns to the owner from step 1 (who placed it in the "circulation" queue, or did whatever to the ticket to make it circulate), so that he can take appropriate action. Does anyone know if such thing exists or can be done just by configuration tricks? Are there extensions / modules / patches that implement such a process? If not (this question might be better suited for the dev@ list, though), is there any obvious way of implementing this? What's the best way to implement it for easy porting on OTRS upgrade? Currently, we're using OTRS 2.4.7 on some Linux flavour, with a MySQL backend - which is running very fine indeed. Thanks for any hints and pointers, Thiemo -- Query a PGP key server (e.g. http://www.pgp.net/) for my public key 41068629. Strange sender address? Please see http://www.thiemo.net/misc/list-mail.shtml

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planned services SLA - scheduled delivery
by Norbert Bede 08 Jul '10

08 Jul '10

hi, i want to plan services for some specific CI's for example maintenance 4 times in the year. (Q1 to Q4 - in case of the 20 CI's total ticket number will be 80.) The best way - what i'm looking for - to have possibilities to define SLA's with delivery scheduling - which should mean to generate those planned maintenance tickets at the right time and place. Then tickets appears - will be created automatically - in the ticketing system only if time delivery time reached. how other users solve similar use case ? norbert

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Services and SLA not showing on create ticket screen
by Jose de Paula Eufrasio Junior 07 Jul '10

07 Jul '10

I created the SLAs and Services, but they are not showing on the AgentTicketPhone screen. Do I have to associate them somewhere else? I changed the display name of my ticket Types, does it make any difference?

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storage fs in file system
by IT easyap 07 Jul '10

07 Jul '10

Hia ll, i have my otrs configured with the variable Ticket::StorageModule: to ArticleStorageFS to archive all attachments in a filesystem instead of in a database. It permits to me to work with a database with a "normal" size. The problem became with the number of files that otrs creates, i Have around 2,7 milion of files and 196 GB . The number of files is very high and now the backup takes more than 50 hours. For every ticket ( with out attach) the system creates 3 files : - file-1 - file-1.content_type - plain.txt for every attach the system adds 1 content_type file more and the attach. The text in the content type files is: Text/plain; charset = cp1252 or us-ascii Do you know how to reduce the number of files ? Thanks in advance

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Ticket Creation Date & Time
by mb 07 Jul '10

07 Jul '10

Hi all, Is there any way to set the ticket creation date based on the email sent / received date & time instead using fetch date and time? Thanks a lot mb

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Agent Email-Ticket doesn't work
by jverhoeff＠beckhoff.nl 07 Jul '10

07 Jul '10

Hello, For some reason the Email-Ticket (Create new email-ticket and send this out (outbound)) doesn't work for me. When I click the link Email-Ticket I get an empty screen with only the header. See attached screendump <<otrs_new_email_ticket.jpg>> When I click the Phone-Ticket it works correct and I can create a new ticket. Please advice how to find this issue: - I use the windows version of OTRS on a windows XP prof SP3, - Apache log give messages about an uninitialized value: [Tue Jul 06 11:29:51 2010] [error] [client 172.18.1.153] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://172.18.1.156/otrs/index.pl?Action=AgentTicketQueue [Tue Jul 06 11:29:51 2010] [error] [client 172.18.1.153] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://172.18.1.156/otrs/index.pl?Action=AgentTicketQueue I see also messages about the system ID I have no idea if this has something to do with it: I haven't attached the log file because its to big, if necessary I can attach an selection. I hope someone can help? Best Regards, Jurjen Verhoeff

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CC field in Phone Ticket
by Amit Sharma 07 Jul '10

07 Jul '10

Hi, How do I enable/add CC field in phone ticket? regards, amit

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