August 2010 - otrs - OTRS mailing lists

Source for Iphone Application
by Erling Lothe 12 Aug '10

12 Aug '10

Hey! Have you released the source of the iphone app or are you going to do it? I am curious on how you solved the integration with the server side. I have never programmed in perl and therefor i cant fully understand how the JSON queries are handled on the phone side. And if the source is released, where can i find it? Erling L. Norwegian Geek

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Seperate gueue for each ticket type and company
by niklas.johansson＠knowit.se 11 Aug '10

11 Aug '10

Hello, I am new to OTRS but has gotten quite far in setting up a test installation. Now, what I haven't figured out is how to give one Role access to tickets with one kind of Type. I have a multip-company installation which should handle the Incident Process for each company. Hence, the roles I would like to use for handlig tickets is one Incident Handler Role for each company. I have managed to get it working so the consumer can create tickets and it ends up in a queue for that company. The Incident Handler can only see the queue I have created for that company. Now, I would like to have a role that solely can see the queue for for one of the companies and only for Ticket Type "Incidents". How can I achieve that? In the next step I will add Problem as a type, that's why it is important for me to get this working. Thanks in advance! /Niklas

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Attachment delete in forward ticket doesn't work.
by jverhoeff＠beckhoff.nl 11 Aug '10

11 Aug '10

Hi all, We use OTRS 2.4.7 for windows. We work as following: We get a ticket request. If we don't know the answer, we forward this question to our supplier. We receive an answer from our supplier. We forward this to the customer. This works fine in most cases. Sometimes the answer from our supplier has some attachments (for example screenshots) When we forward this answer to the customer we delete sometimes an attachment (because it is not relevant for the customer or it contains the original case text with emailadres) When we delete an attachment is seems that other (second) attachment in the same ticket is not send. - Can someone confirm this behaviour? - Are there suggestions how can we solve this? Met vriendelijke groet, Gruß, Best Regards, Jurjen Verhoeff

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SOAP error: no element found at line 1, column 0, byte -1 WORKAROUND
by Steve Durbin 10 Aug '10

10 Aug '10

Hi All, Trying to get the SOAP interface working on our live box (test box was fine!) and hit the following error: no element found at line 1, column 0, byte -1 at /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi/XML/Parser.pm No SOAP commands worked at all. Bit of browsing turned up the fact that this happens to others with other SOAP/XML issues and that it was reported and not answered here back in Nov 2009. Testing with a non-OTRS SOAP test program showed same error. Workaround found is to edit one of the perl library modules SOAP::Transport::HTTP::CGI::handle (you'll probably find it somewhere like /usr/local/lib/perl5/site_perl/5.10.0/SOAP/Transport/HTTP.pm) And replace the sysread( STDIN, my $buffer, 1024 ) with read( STDIN, my $buffer, 1024 ) Doesn't appear to break anything here, but of course YMMV. Use at your own risk! Cheers, -- 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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Fw: How to obtain specific stats
by Iyad Al-Hindi 10 Aug '10

10 Aug '10

Hi We are currently in the process of deploying and configuring OTRS. I wish to obtain very specific stats, meaning for example on the customer interface , one of the items is defined as password. But that includes tickets for VPN password , internet password, Sap password, etc... Is there a way for 'measuring' the number of incidents relating to each on...i.e VPN password..... internet password.....ap password, etc. Thanks in advance for your help, Iyad

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HTTP 500 error when requesting json.pl on OTRS and Windows caused by perl path
by Richard Bartlett 10 Aug '10

10 Aug '10

Hi all, I'm running OTRS 2.4.7 on Windows Server 2003 SP2 with the customer back end pointing to an LDAP directory on Active Directory. Everything was working fine but when I installed the iPhoneHandle package (iPhoneHandle-0.9.4.opm via the OTS interface) all I could get (from the iPhone or a normal browser) was a 500 error. In the Apache error.log file I got; [Tue Aug 10 09:32:19 2010] [error] [client nn.nn.nn.nn] (OS 3)The system cannot find the path specified. : couldn't create child process: 720003: json.pl [Tue Aug 10 09:32:19 2010] [error] [client nn.nn.nn.nn] (OS 3)The system cannot find the path specified. : couldn't spawn child process: C:/Program Files/OTRS/OTRS/bin/cgi-bin/json.pl I checked the package and it was all showing as status OK in the package manager, I checked and the file c:\Program Files\otrs\otrs\bin\cgi-bin\json.pl exists, so assumed it was something other than the file just not being there. I checked json.pl and the first line pointing to perl was #!/usr/bin/perl -w. I compared it to my index.pl and substituted the line from there; #!C:/PROGRA~1/OTRS/StrawberryPerl/perl/bin/perl.exe -w .. and now everything is working fine. I might have been dumb not to check this first, but just in case anyone else had the error I thought I'd post it up as I'm sure everyone's dying to get the iPhone app up and working! Regards -- Richard Bartlett (Computer Officer) University of Cambridge Institute of Continuing Education, # 01223 (7)46240

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Problem with ticket numbering
by Ruslan 09 Aug '10

09 Aug '10

Hi! First we decided that our ticket numbers should consist of 8 digits. Then we admitted that it is too long. I tried to change Ticket::NumberGenerator::MinCounterSize: to 5, for example, but OTRS ignores old tickets and creates new ticket every time customer response us in old tickets. I restarted the web-server and OTRS. The problem persists. Is this task possible? What should I do? -- With best regards, Ruslan

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OTRS 2.4 Auto Response Limit
by Bannard, Derek 09 Aug '10

09 Aug '10

Is there a way to limit the number or auto responses that are sent out to the same e-mail address within a certain time period? How would I combat the described below issue? Here's my situation; Company A sends us a monthly notification e-mail to our OTRS inbox notifying us of an update to their software. Our OTRS send back a message to their reply address indicating a ticket has been created. So far so good... Company A's auto responder now sends back a message saying they have received our e-mail, and it will be processed. This is a generic e-mail, containing none of the e-mail we sent to them through the OTRS auto responder, so no ticket number. Our OTRS now sees this as a new incident, creates and new ticket and replies back. Now the loop begins in earnest. (Wash, rinse, repeat...) [cid:image001.gif@01CB3543.31E93880] Derek Bannard [MCP, MCDST] Analyst, Information Technology Niska Gas Storage Partners LLC Direct: 403/513-8707 Cell: 403/510-9609 Fax: 403/266-0639 Web: http://www.niskapartners.com Mailing Address: 400 - 607 8th Ave SW Calgary, AB T2P 0A7 ________________________________ The information transmitted in this e-mail and attachments is intended only for the use of the intended recipient and may contain confidential and/or proprietary material. Any review, retransmission, dissemination or other use of, or taking any action in reliance on, this information by persons or entities other than the intended recipient is prohibited. The foregoing message contains information that may be legally privileged, confidential, proprietary or otherwise protected by law from disclosure, and is intended only for the use of the addressee(s) named above. If you are not the intended recipient of this message, or the employee or agent responsible for delivery of it to the intended recipient, you are hereby notified that any dissemination or copying of this message is strictly prohibited. If you have received this message is error, please immediately notify us by telephone at 403.513.8600 and delete the message. Thank you.

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Re: [otrs] otrs Digest, Vol 23, Issue 15
by Yasir Mughal 09 Aug '10

09 Aug '10

What if we do not want to create any customers, and may initially a dispatcher is creating tickets on customer's behalf? On 8/7/10, otrs-request(a)otrs.org <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: RES: Service items is not shown in ticket form > (Ferdinandus Rudijanto) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Fri, 6 Aug 2010 21:01:38 -0700 (PDT) > From: Ferdinandus Rudijanto <frudijanto(a)yahoo.com> > Subject: Re: [otrs] RES: Service items is not shown in ticket form > To: Felipe Boquetti de Oliveira Braga <fbobraga(a)tce.sp.gov.br>, "User > questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <426867.48768.qm(a)web54108.mail.re2.yahoo.com> > Content-Type: text/plain; charset="utf-8" > > Thanks a lot. It works. > > > Best Regards > > Ferdinandus Rudijanto > Email: frudijanto(a)yahoo.com > > > > > > ________________________________ > From: Felipe Boquetti de Oliveira Braga <fbobraga(a)tce.sp.gov.br> > To: frudijanto(a)yahoo.com; User questions and discussions about OTRS. > <otrs(a)otrs.org> > Sent: Sat, August 7, 2010 1:36:35 AM > Subject: RES: [otrs] Service items is not shown in ticket form > > > >From http://forums.otrs.org/viewtopic.php?f=61&t=4779&p=20121: > > ?please make sure you link services to customer users, or set default > services, > via Admin > Services? > > * the relation between costumer and services is on the section ?Customer > Users > <-> Services? in the admin panel > > ____________________________________ > Felipe Braga > > -----Mensagem original----- > De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Em nome de > Ferdinandus > Rudijanto > Enviada em: sexta-feira, 6 de agosto de 2010 14:58 > Para: otrs(a)otrs.org > Assunto: [otrs] Service items is not shown in ticket form > > Dear all > > I'm really new in OTRS. I like this application since it helps to manage the > IT > problems in my company. > > Now I just installed the ITSM modules. I saw new fields are added in the > ticket > form, e.g. Service and SLA. I added Services and SLAs, but when I create a > ticket, I don't see the Service and SLA list of values in the combo box. > > I really appreciate anybody who can give the solution of this problem. > > Regards > Rudi > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > > > >

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How to Require Drop-Down Free Text Field With No Default Value
by Hugh Kelley 08 Aug '10

08 Aug '10

I have added a free text field in my tickets and made it mandatory (2). Values A, B, C, and D are allowed by the drop-down list. Currently, the ticket defaults to "A" and never prompts the agent to change the value (all of the types are equally common so there is not truly a "default") value. I want to force agents to examine this value before the ticket can be closed. How can I achieve this? I tried adding an additional entry like this at the top: $Self->{'TicketFreeText1'} = { '' => '-', However, OTRS accepted this '-' as a valid default value, which was not my intention. Thanks in advance for your suggestions, Hugh

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