August 2010 - otrs - OTRS mailing lists

Seting up email on a windows pc
by Ray Padilla 24 Aug '10

24 Aug '10

Hello all, How do I configure email send and receive on the OTRS system running on a windows PC? Ray Padilla Director of Information Technology ray.padilla(a)paquinhealthcare.com<mailto:ray.padilla@paquinhealthcare.com> 407-566-1010, ext 223 Paquin Healthcare Companies 1142 Celebration Blvd Celebration, Florida 34747 Confidentiality Notice: This e-mail message, including any attachments, from The Paquin Healthcare Companies, Inc. (and its affiliates / subsidiaries) contains information which is CONFIDENTIAL AND/OR LEGALLY PRIVILEGED. The information is intended only for the use of the individual named above and may not be disseminated to any other party without Paquin Healthcare Companies, Inc.'s written permission. If you are not the intended recipient, or the employee or agent responsible for delivering the message to the intended recipient, you are hereby notified that any dissemination, disclosure, distribution, copying or taking of any action in reliance on the contents of this e-mailed information is strictly prohibited. If you have received this e-mail in error, please notify us immediately by telephone at 407-566-1010 or notify us by e-mail at security(a)PaquinHealthcare.com<mailto:security@ThePaquinGroup.com> to arrange for the return of these documents to us without cost to you. [cid:image001.jpg@01CB437F.7F379DD0]<http://www.amazon.com/gp/product/098242390X> Retail Healthcare Revolution<http://www.amazon.com/gp/product/098242390X> by Tony Paquin Now available at Amazon.com!

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All of a Sudden Customer cannot log tickets
by Mothusi MAKATI 24 Aug '10

24 Aug '10

Hi All of a sudden my customers are unable to log tickets through the customer interface. After selecting ticket type the other fields are not populated as is the norm. I think someone could have messed things up though I do not know where or how. My config.pm seem just fine. Please help. Mothusi Makati The contents of this communication, which may contain one or more attachments, is strictly confidential and legally privileged, and is intended for the use of the named recipient(s). Any review, retransmission, dissemination, copying, disclosure or other use of, or taking an action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you have received this message in error, please notify the sender immediately by return email and delete/destroy the message. Any views expressed in this e-mail are those of the individual sender and no liability will attach to Orange Botswana (Pty) Ltd. Please note that the recipient must scan this email and any attached files for viruses and the like.

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Pending date field in new ticket when Core::Time TimeInputFormat == "Input"
by Hugh Kelley 24 Aug '10

24 Aug '10

When I switch my Core::Time TimeInputFormat setting to Input (from the default of Option), I get the following text in the new ticket view where the option list used to be. class="Validate_DateMonth " /class="Validate_DateDay Validate_DateYear_Year Validate_DateMonth_Month " /class="Validate_DateYear " - class="Validate_DateHour " :class="Validate_DateMinute " Has anybody else seen this? Do I need to implement this validation myself? The docs (http://doc.otrs.org/3.0/en/html/a3391.html#Framework:Core::Time) make no mention of any additional steps. Hugh

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Upgrading from OTRS 3.0 Beta1->Beta 2
by Hugh Kelley 24 Aug '10

24 Aug '10

I have started the upgrade process for my Beta 1 system (built originally on that version). When I access the app I now get this prompt on each page: Namespace Core.Form.Validation could not be initialized, because Core.UI.Dialog could not be found. I don't see any hints in the log files. Has anyone else experienced this? Hugh

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Customer Map
by Mikola Rose 24 Aug '10

24 Aug '10

On the new features video, there is a dashboard item called customer map. Is this a module that needs to be installed? Mik Rose

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tickets created on behalf of end user
by Marek Hall 24 Aug '10

24 Aug '10

Hola! I'm not quite sure if this is a matter of configuration or is it the way that OTRS works. Would someone please help me to understand or fix this issue: - when an agent created a ticket on behalf of end user (by an option " phone ticket") ticket is available only for support teams, but user cannot see it when logged to customer interface. Any help very appreciated Regards mh

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SLA's: notification via e-mail
by abrenes＠spcinternacional.com 24 Aug '10

24 Aug '10

Hi expert's I was configuring SLA's under my OTRS, everything work fine, but I see that the notification when the SLAs time is over only appear under the agent console. This notifications can be send via email to a supervisor or manager? Regards, André

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Error adding customer to Phone Ticket
by Hugh Kelley 23 Aug '10

23 Aug '10

I have tried this on both DB and LDAP customer backends, I get the same result on both. Two questions, 1. Am I using the agent front end the right way? 2. What logs can I generate or examine for more data? The use case is: 1. Create a new phone ticket. 2. Click the Options: [ Customer ] link. Enter search criteria, select a customer, etc. 3. At this point the window closes and I assume the customer info will be filled into the ticket. Instead, I get the following (and attached) error as (pretty, but vague) modal dialog: Error One or more errors occured! I don't see anything in the Perl or OTRS logs to indicate an error. Debug level is set to 1 in index.pl. Are there any other places to look? Other details: - Tested browsers: IE and FF - Server OS, Windows 2008 and 7 - ActivePerl - SQL Server Hugh

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ticketID problem
by DM_Julio Angulo 23 Aug '10

23 Aug '10

hello, I have a problem creating tickets from customer.pl I get this error: (error)-------------------------------------------------- Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Mon Aug 23 11:06:15 2010 Message: Need TicketID! Traceback (1332): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.232.2.1) Line: 112 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.47) Line: 371 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 852 Module: C:/OTRS/OTRS/bin/cgi-bin/customer.pl (v1.42) Line: 48 (/error)-------------------------------------------------- logs and see this (logs)-------------------------------------------------- [Mon Aug 23 11:04:26 2010][Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: dm_jangulo authentication ok (REMOTE_ADDR: 172.10.10.21). [Mon Aug 23 11:06:15 2010][Error][Kernel::System::State::StateGet][222] State 'new' not found! [Mon Aug 23 11:06:15 2010][Error][Kernel::System::Ticket::TicketCreate][374] No StateID for 'new'! [Mon Aug 23 11:06:15 2010][Error][Kernel::System::Ticket::Article::ArticleCreate][112] Need TicketID! (/logs)-------------------------------------------------- but check sysconfig new ticket is valid, any idea? thank you very much Julio Cesar Angulo Quiroz Technical Support Infraestructure & Operations Equifax Zorzales 160, piso 9 San Isidro, Lima - Perú

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Error adding customer to Phone Ticket
by Hugh Kelley 22 Aug '10

22 Aug '10

Thanks, Nils, Are you saying that Beta 2 has been released? If so, I can't find the link. Perhaps you could point me in the right direction. If Beta 2 hasn't been released, has this fix been checked in? What module is it in? I checked the bug list but didn't see this one. Hugh

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