August 2010 - otrs - OTRS mailing lists

Customized theme questions
by niklas.johansson＠knowit.se 16 Aug '10

16 Aug '10

Hello, I am working with creating my own theme in order to get the Customer Web customized according to some requirements. It's the "New Ticket" I am working on. I have managed to get it working actually, the customer can see the customized web page I have created. Now, the problem I am having is that I don't know what files I should edit in order to get the desired result. I know I need to tweek quite a bit in order to get the desired look of my page. I want to hide some fields and that I can do. But when I hide the "To" field and the customer choses "Type", the "Service" drop down list becomes empty. It seems to be depending on some actual value in the "To"-field. Actually, the same happens if the customer chooses the actual service. Now, I assume that this is client-code, but I cannot find the actual code that react on selections of the drop down boxes. I assume there must be some "OnChange" function that I should find. Where can I find the files that do these kind of things, and preferable what file and which method to change? Also, when I have hidden the fields I want to hide, I need to set those values myself in some client side script. My plan is to do that in the "CustomerTickeMessage.dtl" file. Any comment on this would be appreciated. Thanks in advance! Regards, Niklas

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TicketAccountedTime stats
by Alejandra Piedra 16 Aug '10

16 Aug '10

Hello everyone! I'm trying to configure a stat using the TicketAccountedTime object, but all I get are zeros when trying to use the Evaluation by attribute. Is there something special that I have to use or configure? Thanks and regards María Alejandra Piedra

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Mail bounce
by Julian Junge 16 Aug '10

16 Aug '10

Hi all, I need somebody that points me into the right direction. I have set-up a customer notification for Pending Auto Close + and -, basically saying that the incident will be closed in 24h if nobody opposes. Works perfect, though some people tend to ignore these messages and respond to the notification even after it is closed. What I'd like to have would be one of the 2 following. option a.) When a mail is send to a closed ticket, the mail bounces, and the sender receives a notification that his case is closed and he please removes the ticket number from the subject and sends that mail again. option b.) The mail does not bounce but a new case is created and OTRS replaces the ticket number in the subject. Thank you for any assistance!!! -- * Julian

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Re: [otrs] After Configuring IIS with PerlEx, not able to make changes in Sysconfig :(
by Hugh Kelley 15 Aug '10

15 Aug '10

My solution to this is as follows: 1. Update SysConfig via the web UI, hit Update. 2. In a separate broswer window/tab, call the following script: reload-perlex.pl (in the same folder as index.pl) # Begin script # Reload the PerlEx interpreter under IIS so that configuration module(s) # are updated. use strict; use warnings; PerlEx::Reload(); # End script 3. Refresh SysConfig page. The config modules will have been reloaded and your updates will be visible. Very clunky, but simpler than restarting app pools or iisreset.exe when I'm not logged into the server. See excerpt below from the PerlEx log: *** 'C:\Temp\OTRS\otrs-3.0.0\bin\cgi-bin\reload-perlex.pl' log message at: 2010/08/14 21:11:34 PerlEx: Executing script: C:\Temp\OTRS\otrs-3.0.0\bin\cgi-bin\ reload-perlex.pl Precompiler: Execute called for file [C:\Temp\OTRS\otrs-3.0.0\bin\cgi-bin\ reload-perlex.pl] Precompiler: Checking for existence of C:\Temp\OTRS\otrs-3.0.0\bin\cgi-bin\ reload-perlex.pl in Cache Precompiler: Loading [C:\Temp\OTRS\otrs-3.0.0\bin\cgi-bin\reload-perlex.pl] into [PerlEx::Precompiler::c_::temp::otrs::otrs2d3_0_0::bin::cgi2dbin::reload2dperlex_pl] Precompiler: ParseShebangLine called Precompiler: Parsed shebang switch w Precompiler: Check for Embed parse of C:\Temp\OTRS\otrs-3.0.0\bin\cgi-bin\ reload-perlex.pl Precompiler: Checking .aspl Precompiler: Precompiling [C:\Temp\OTRS\otrs-3.0.0\bin\cgi-bin\ reload-perlex.pl] Precompiler: Evaluating [PerlEx::Precompiler::c_::temp::otrs::otrs2d3_0_0::bin::cgi2dbin::reload2dperlex_pl] Precompiler: Executing Package:[PerlEx::Precompiler::c_::temp::otrs::otrs2d3_0_0::bin::cgi2dbin::reload2dperlex_pl] Filename:[C:\Temp\OTRS\otrs-3.0.0\bin\cgi-bin\reload-perlex.pl] Params:[] Precompiler: Precompiler done and everything is ok PerlEx: Execute returned: 0 *** Trace message at: 2010/08/14 21:11:34 Precompiler: END block called PerlEx: Interpreter unloaded Hugh

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Can't find Unicode property definition "r"
by Amit Sharma 14 Aug '10

14 Aug '10

Hi, OTRS stopped fetching emails. It has happened twice in last 3 days. On checking the logs it was found: [Fri Aug 13 13:38:49 2010] [error] [client 192.168.1.20] [Fri Aug 13 13:38:49 2010] index.pl: Can't find Unicode property definition "r" at ../..//Kernel/System/PostMaster/Filter/MatchDBSource.pm line 70., referer: http://192.168.1.15/otrs/index.pl?Action=AdminMailAccount When i removed the suspected email , the issue was resolved. Please tell me why is it happening and how can I resolve this issue. regards, amit

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What is the diference between invalid and invalid temporarily
by Jober Mijares 13 Aug '10

13 Aug '10

Good afternoon What is the diference between invalid and invalid temporarily Thanks!! Buenas tardes ¿Cuál es la diferencia entre inválido e inválido temporalmente? Gracias

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Connection Issues
by Kevin Kimani 13 Aug '10

13 Aug '10

Hi, Am experiencing an issue that am unable to explain. Have setup the OTRS system with authentication from the Active Directory. The issue is that when on of the slave AD goes offline or a line is cut hence cant be reached, the Help Desk System is not accessible and does not even appear on the browser. Would anyone help me out? -- Regards Kevin

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Configuring CustomerWeb Queues
by niklas.johansson＠knowit.se 12 Aug '10

12 Aug '10

Hello, Note: I am having Swedish language in my installation, so if I am refering to some field in my post I translate it directly to English, may be that the actual word is different in the English version, just to be aware of when you read this. I am trying to configure the Customer Web so all new tickets created by a user is ending up in the same queue. At the same time, I don't want the user to choose the queue, there should be a default defined. At the end I would also like to remove the field "To" in the New Ticket Form. Byt first thing first... I have a setup that supports multi-company. This configuration is working and when the user is posting a new Ticket it will end up in a queue I have created for that user's company. This is what I have done so far: 1. I have managed to remove all visible queues in the New Ticket Form by following the instructions here: "Blacklisting queues" @ http://wiki.otrs.org/index.php?title=Qu ... _Front_End <http://wiki.otrs.org/index.php?title=Queues_in_Customer_Front_End> My code I entered into Config.pm: $Self->{TicketAcl}->{'ACL-Customer-Queues'} = { Properties => {Frontend => {Action => ['CustomerTicketMessage'] }}, PossibleNot => { Ticket => { Queue => [ '[RegExp]::', # this hides all sub-queues '[RegExp]^Stockholms Stad', #this hides just one queue# # '[RegExp]^MyLastQueue',# ] } # and just hide one more queue... } }; Now, the queue (or "To") list is empty. Now when entering a new ticket, I get "* Not valid" - message next to the "To" field when trying to submit the case. I thought that had to do with that the user cannot choose any receiver combined with that there is no default defined. Hence, I tried to define a default value, going to step 2... 2. When trying to define a default I also followed the instructions here: " Setting a default queue " @ http://wiki.otrs.org/index.php?title=Qu ... _Front_End <http://wiki.otrs.org/index.php?title=Queues_in_Customer_Front_End> This is how I did: Going to SysConfig in the admin-area. Searching for "CustomerTicketMessage" and choosing "Frontend::Customer::ModuleRegistration" from the result list. Scrolling down to "CustomerFrontend::Module###CustomerTicketMessage" and changing "Action" to "Action=CustomerTicketMessage;Subaction=StoreNew;Dest=9||Stockholms Stad::Stockholms Stad Service Desk" When getting the data about the queue directly from the database, this is the info about the queue: mysql> select id, name from queue where id=9; +----+-----------------------------------------------+ | id | name | +----+-----------------------------------------------+ | 9 | Stockholms Stad::Stockholms Stad Service Desk | +----+-----------------------------------------------+ 1 row in set (0.00 sec) BUT...still having the same problem with "* Not valid" message appearing next to the "To" field. Something I noted as well is that once I have chosen "Type", the drop-down list "Services" is also emptied, which it shouldn't be. It's being emptied after the "Type" has been chosen. I have been dealing with this for hours and feel I am as stuck as I can be now. Any advice would be highly appreciated, and if I can get a quite speedy answer I would be even happier. Thanks in advance! /Niklas

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Upgrading from OTRS 2.2 to OTRS 2.4
by Мажар Денис 12 Aug '10

12 Aug '10

Hi All. Actually I don't know should I write to dev list or to user list... I'm using OTRS 2.2.5 and want to upgrade to OTRS 2.4.7, but I have some ugly hacks in 2.2.5 code. Most of them are in Kernel/Output/HTML/Standard/AgentTicketQueueTicketView.dtl file. It's some simple patches that changes visualization and adds additional queue. And as I can see there is no such file in new version. Can you please help me, in what files should I look instead? Thanks. PS Please add me to CC because I'm not subscribed to mailing list.

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auto send copy of new ticket
by Steve Clark 12 Aug '10

12 Aug '10

Hi List, Is it possible to have otrs automatically send a copy of a newly created phone or email ticket to a specific mail address. We would like to have all new tickets sent xxxxx(a)netwolves.com Thanks, -- Stephen Clark NetWolves Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com www.netwolves.com

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