September 2010 - otrs - OTRS mailing lists

OTRS:ITSM - Change Management How-To?
by Armando Ortiz 30 Sep '10

30 Sep '10

I'm trying to work with the CM part of the ITSM and having a little difficulty understanding exactly how it works. Could someone post a quick start with a simple change management scenario? --------------- CONFIDENTIALITY WARNING: This email may contain privileged or confidential information and is for the sole use of the intended recipients. Unauthorized disclosure or use of this communication is prohibited. If you believe that you have received this email in error, please notify the sender immediately and delete it from your system. EXPORT WARNING: These commodities, technical data or software may be subject to the export control of either the International Traffic in Arms Regulations (ITAR) or the Export Administration Regulations (EAR) and may not be exported without the authorization of either the Department of State or the Department of Commerce prior to export. Export includes disclosure and or access to Commodities, technical data or software by foreign nationals whether located in the United States or Abroad. This requirement applies equally to foreign national employees of U.S. Companies and their foreign subsidiaries.

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PostMaster.pl
by Andrew Meyer 30 Sep '10

30 Sep '10

I am having some issues with OTRS 3.0b4 (fedora 13) - PostMaster.pl I want it grab email every minute. Do I need to put a cronjob in place? Is there somewhere in OTRS to set this up? Andrew Meyer ameyer(a)precisionpractice.com <mailto:ameyer@precisionpractice.com> Unix Systems Administrator Precision Practice Management 689 Craig Rd. Saint Louis, MO 63141 314-787-0681 (Main Line) 314-881-5265 (Direct) 314-881-5365 (Fax) 314-565-0868 (cell) After Hours Emergency 314-576-9146

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How to show owner icon in 3.0 dashboard?
by Hugh Kelley 30 Sep '10

30 Sep '10

I'm having a bit of sysconfig amnesia. One day I decided to hide the "owner" icons in the top row of the dashboard. Now I want to put it back (but can't find the setting in sysconfig). Does anybody remember what option this is? Hugh

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Move ticket from queue to queue after OTRS has got a followup
by Ruslan 30 Sep '10

30 Sep '10

Hi! I need OTRS move ticket from one queue to another after recieving a followup from a client. For example, we have queue A and queue B. The ticket is open and is in queue B. I need OTRS move it automaticaly to queue A after client's followup. I tried to use PostMaster Filter. But X-OTRS-FollowUp-Queue doesn't move ticket. For example just for test I do the following: 1. Create new filter in PostMaster Filter Management. Let it be "My filter". 2. In Header 1 I choose From. 3. In Value field I put EMAILADDRESS:<my current email> 4. In set group of fields I choose Header 1: X-OTRS-FollowUp-Queu 5. In Value: The name of the queue to move ticket in. (I tried also queue id, different queue names and so on). OTRS won't move the ticket. What's wrong? -- With best regards, Ruslan

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Same ticket subject in all
by Pradumna Maheshwari 29 Sep '10

29 Sep '10

Kindy tell me, how to get capture original ticket's Subject in all the external notes from Zoom ticket. Thanks... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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stadistics
by DM_Julio Angulo 29 Sep '10

29 Sep '10

Hi, Should i take into account to create a statistics that i reflects the time of customer of a ticket Julio Cesar Angulo Quiroz

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Regular Expression for Filter
by Pradumna Maheshwari 29 Sep '10

29 Sep '10

Hello all.. I have a Post Master filter to ignore the mails that contain Subject starting with "Out of Office AutoReply:", then can have anything after this. I have Header 1 as 'Subject', so what should be the regular expression for 'Value'...? In "Set" option, I am setting Header 1 as 'X-OTRS-Ignore' and Value as 'yes'...is it fine..? thanks.... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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CurrentTimestampCheck - Oracle - Otrs 2.4.8
by Enrico Papi 29 Sep '10

29 Sep '10

Hi all, we have successfully installed OTRS 2.4.8 on CentOS 5.5 with Oracle 10.2.0.24 as DB. After the checking the correct permission on /opt/otrs tree, adding oracle related lines in Config.pm and checking all perl modules are ok, we have the following problem when accessing to "Support Assessment" in the Admin panel. Software error: Can't call method "fetchrow_array" on an undefined value at /opt/otrs//Kernel/System/DB.pm line 622. I want to underline this is not the first time we deploy otrs on this oracle installation and with otrs 2.4.7 and itsm 2.0.3 all worked well with the same Config.pm. Obviously the database it is not the same but a new empty one. I've analyzed the log/http/error_log and after i try to access to "Support Assessment" the following errors are added: [Tue Sep 28 16:58:47 2010] -e: DBD::Oracle::db prepare failed: ORA-00923: FROM keyword not found where expected (DBD ERROR: error possibly near <*> indicator at char 24 in 'SELECT current_timestamp<*>') [for Statement "SELECT current_timestamp"] at /opt/otrs//Kernel/System/DB.pm line 550. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Sep 28 16:58:47 2010 Message: ORA-00923: FROM keyword not found where expected (DBD ERROR: error possibly near <*> indicator at char 24 in 'SELECT current_timestamp<*>'), SQL: 'SELECT current_timestamp' Traceback (3626): Module: Kernel::System::Support::Database::oracle::_CurrentTimestampCheck (v1.20) Line: 273 Module: Kernel::System::Support::Database::oracle::AdminChecksGet (v1.20) Line: 66 Module: Kernel::System::Support::Database::AdminChecksGet (v1.12) Line: 151 Module: Kernel::System::Support::AdminChecksGet (v1.43) Line: 157 Module: Kernel::Modules::AdminSupport::Run (v1.28) Line: 297 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 These error messages are almost always associated with the followings: -e: Use of uninitialized value in int at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 70. -e: Use of uninitialized value in int at /opt/otrs//Kernel/Output/HTML/DashboardUserOnline.pm line 74. _-e: utf8 "\xFC" does not map to Unicode at /opt/otrs//Kernel/System/Config.pm line 161, <$In> chunk 1._ -e: DBD::Oracle::st execute failed: ORA-01861: literal does not match format string It look like the problem is related to Oracle timestamps. Although we had added the correct options in our Config.pm $ENV{'ORACLE_HOME'} = '/opt/oracle/oracle/product/10.2.0/db_1'; $ENV{'NLS_LANG'} = "italian_italy.utf8"; $ENV{'NLS_DATE_FORMAT'} = 'YYYY-MM-DD HH24:MI:SS'; this is not working. Anyway, we finally tried to install ITSM 2.0.3 on top of this otrs development. After that we have many other error/warnings related to oracle/db timestamp/date with many otrs function, completely different from "support assessment". So we think it is a problem in some basic function. Someone else have the same problem? Any ideas? thx in advance.

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Email text format
by Pradumna Maheshwari 28 Sep '10

28 Sep '10

Hello All... Kindly tell me, how to make various email responses in one format (plain text or html) ? As because now, sometimes its comes as Plain Text and sometime in HTML... Thanks...... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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Proven Configurations for OTRS, IIS and Strawberry Perl ?
by Hugh Kelley 28 Sep '10

28 Sep '10

Does anyone have advice on the best way to deploy OTRS under IIS 7.x with Strawberry Perl? I'm unfamiliar with Fast CGI, but that seems to be a possible approach. I have been using ActivePerl's PerlEx up to this point but between the differences in CPAN offerings and a recent timezone but I found, I think it's work the trouble for me to learn the more about Strawberry Perl. Hugh

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