September 2010 - otrs - OTRS mailing lists

Notifications for Owned/Responsible in other queues
by Broderick Wood 08 Sep '10

08 Sep '10

Is there a setting so that notifications for updates/new messages to tickets that a user owns or is responsible for work whether the ticket is in the users list of preferred queues or not? -- ------------------------------------------------ Broderick Wood HelpDesk Co-Ordinator Technical Services Team #205 Athabasca Hall Department of Computer Science The University of Alberta Edmonton, AB T6G 2E8 (780) 492-5018

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Customer interface
by Sebastien Bory 06 Sep '10

06 Sep '10

Dear all, When i connect to customer interface and i want to open a new ticket i have this message : Erreur: Can't get ArticleID from INSERT! Commentaire: Trace du retour d'erreur: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Mon Sep 6 16:43:33 2010 Message: Can't get ArticleID from INSERT! Traceback (3664): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.232.2.1) Line: 243 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 Thanks for you answer Best Regards S. bory

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Install 2.4.7
by John Espiro 04 Sep '10

04 Sep '10

Running: CentOS 4 with Apache 2 I had an older version of otrs installed. I deleted the database, and uninstalled the old version. I then installed 2.4.7 from the RPM. Here's what else I did: - ./SetPermissions.sh /opt/otrs otrs apache apache apache - ./otrs.checkModules (OK) - perl -cw cgi-bin/installer.pl (OK) - perl -cw PostMaster.pl (OK) When I go to: https://mydomain.com/otrs/installer.pl, I get: "Internal Server Error". Server logs: apache log: File does not exist: /home/webadmin/mydomain.com/html/otrs suexec.log: command not in docroot (/opt/otrs/bin/cgi-bin/installer.pl) My /etc/httpd/conf.d/otrs.conf is the default one from the setup. Bot really srue how to go from here....

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Back Up and Restore??
by Joseph Thomas 03 Sep '10

03 Sep '10

Hai, can any one help me..... i want to do the back up and restore of OTRS that installed in Windows Server 2008. It will be very helpfull for me. --

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Duda sobre tiempo de una cola
by DM_Julio Angulo 03 Sep '10

03 Sep '10

Hola, tengo una duda sobre tiempo de la cola: 1- ¿El tiempo de actualización se mide desde que se bloquea un ticket?, ¿Es un solo tiempo antes de escalar? O identifica si un agente no agrega info dentro de ese tiempo y por eso escala, 2- ¿El tiempo de solución es absoluto? E inicia el conteo de este tiempo desde la creación de un ticket o desde la apertura del ticket? De antemano muchas gracias por las repuestas. Julio Cesar Angulo Quiroz

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Re: [otrs] Back Up and Restore??
by Nathan Campbell 03 Sep '10

03 Sep '10

If you mean the otrs files then just copy the c:/otrs folder (or whatever your location is)) and simply move them to the new location and adjust your iis or apache setup accordingly. If sql, you'd be better served in a sql specific group or a google search should suffice. Be sure to adjust your kernel/config.pm to account for the new sql server location as well. Good luck Nathan Campbell Manager of Support and Systems Analysis Dallas Symphony Orchestra Morton H. Meyerson Symphony Center Schlegel Administrative Suites 2301 Flora Street Dallas, Texas 75201 817-966-5232 - cell 214-871-4026 - work -------------------------- Sent from my BlackBerry -----Original Message----- From: otrs-bounces(a)otrs.org <otrs-bounces(a)otrs.org> To: User questions and discussions about OTRS. <otrs(a)otrs.org> Sent: Fri Sep 03 07:39:05 2010 Subject: Re: [otrs] Back Up and Restore?? You've just received a valid response.. On Fri, Sep 3, 2010 at 12:23 PM, Joseph Thomas <jthomas(a)suyati.com> wrote: Dear Team, i want to do the back up and restore of OTRS that installed in Windows Server 2008. its very urgent pls help me soon. -- --------------------------------------------------------------------- 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

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Re: [otrs] Back Up and Restore??
by jverhoeff＠beckhoff.nl 03 Sep '10

03 Sep '10

Hi, I made some scripts to backup and restore on a W2000 server. See attachments USE IT AT YOUR OWN RISK - NO WARRANTY - NO QUESTIONS - cnage the extention from .txt. to .cmd - To autobackup run it from crontab - The windows installer is needed to restore !!!! Do a testrun before use it in production environment!!!!! Met vriendelijke groet / Gruß / Best Regards, Jurjen Verhoeff _____ From: Joseph Thomas [mailto:jthomas@suyati.com] Sent: vrijdag 3 september 2010 11:45 To: User questions and discussions about OTRS. Subject: [otrs] Back Up and Restore?? Hai, can any one help me..... i want to do the back up and restore of OTRS that installed in Windows Server 2008. It will be very helpfull for me. --

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How to reset the Update Time via GenericAgent (3.00)
by Volker Voßkämper 02 Sep '10

02 Sep '10

Hi, Is it possible to reset the update time with generic agent? Thank you Volker

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IP Adress in ticket view (agent)
by Piotr Bartoszuk 02 Sep '10

02 Sep '10

Hi there, How to show IP adress of customer computer (customer who submited ticket) in ticket (agent view) ? - our agents need to know IP adresses I dont want to add FreeTextArea to enter IP adress - it must be done automaticaly Thanks in advance Piotr

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ITSM Stats reports with problems
by Bernardo K Barbon 01 Sep '10

01 Sep '10

Hi, I want to understand how average time response stats works because all ITSM average stats are returning zero. Before any question, I set up the escalation time in SLA module. Thanks, Bernardo K Barbon Pesquisa & Desenvolvimento Fone: (47) 3036-7779 - 3036-7700 <mailto:bernardo.barbon@teclogica.com.br> bernardo.barbon(a)teclogica.com.br <http://www.teclogica.com.br/> http://www.teclogica.com.br/ TECLÓGICA - a extensão de TI da sua empresa UMLCERT_PF Esta mensagem foi enviada pela Teclógica, para uso exclusivo do destinatário, podendo conter informações confidenciais. Se for recebida por terceiro que não o destinatário, deve ser apagada imediatamente do seu computador e a Teclógica notificada ( <mailto:contato@teclogica.com.br> contato(a)teclogica.com.br) As informações aqui prestadas não podem ser distribuídas ou reproduzidas sem a expressa autorização da Teclógica. Apesar do conteúdo deste e-mail ser baseado em informações cuidadosamente selecionadas ou disponibilizadas pelo Cliente, a Teclógica não se responsabiliza pelo uso indevido e/ou decisões tomadas com base em informações contidas neste documento.

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