September 2010 - otrs - OTRS mailing lists

Re: [otrs] Connection issues
by Steve Durbin 17 Sep '10

17 Sep '10

Osvaldo, There could be a number of reasons for this, but a common one is that IE is flushing the DNS cache while you're connected; IE8 is known to do this. The fix is a registry change; in Registry Editor, change HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Internet Settings\DNSCacheTimeout To a value larger than the expiry time of your Kerberos tickets; we use 0x0000a8c0 (decimal 43020). Be aware if you use any form of dynamic DNS on hosts this may affect connectivity; very few people do so it shouldn't be an issue, but it needs mentioning. Microsoft support article http://support.microsoft.com/kb/263558 - they say you need to change ServerInfoTimeOut as well, we didn't find this necessary. There's an article referring specifically to the error you have at http://support.microsoft.com/kb/899417, but this is 2003-only. 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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Connection issues
by Osvaldo Solano 16 Sep '10

16 Sep '10

Hello: I´m using IE 8 over Windows Vista 32 bits Service Pack 2 connecting to our OTRS 2.4 installation. Constantly the system logs me off. Other users using Windows XP and Windows 7 don´t have the same problem. Anybody knows the reason? Regards Osvaldo Solano

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Configuring Simple Interface for Agents
by niklas.johansson＠knowit.se 16 Sep '10

16 Sep '10

Hello, I know I have read somewhere before that it is possible to configure the interface to some kind of "lite" or simpler look. Now, I cannot find any information about that when googling around. Perhaps I'm using the incorrect words... So, my questions are: 1. It's the Agent's interface that's possible to configure to a simpler look, isn't it? 2. How do I configure this? Thanks and Regards, Niklas

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New ticket notification email to multiple agents
by Erik van Ast 16 Sep '10

16 Sep '10

Hi all, I have set up OTRS months ago and everything works really well, but I found out that notification emails created by new tickets are only send to 1 administrator and we have 2. So today I tried to set OTRS up in such a way that those notifications are send to multiple addresses, but I can't find it. Can anyone help? Can I fill in multiple addresses somewhere or do I need to configure it otherwise? I think the notifications come from the en::Agent::NewTicket notification but I can't find any email addresses there... We use OTRS 2.4.7 on a OpenSuse 11.2 system en tickets are created both by sending an email to the OTRS system or by creating it on the customers OTRS website... Kind regards, Erik

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Customized Field Validation via JavaScript Functions?
by Hugh Kelley 16 Sep '10

16 Sep '10

Is there any way to add custom JavaScipt functions to the UI? Would this require a new theme? Would it be possible to hook in my own JS file to the "minifier" to accomplish this? I have two use cases in mind: 1. An agent sets a ticket to a status like "waiting for vendor". I would then like to require that the free text field for vendor reference IDs has a value. 2. Some agents would prefer to input time with "tokens", like "1:30" for 1.5 hours, or 5m for five minutes. A JS function could handle these translations. Any ideas? Hugh

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Re: [otrs] otrs Digest, Vol 24, Issue 25
by Erik van Ast 16 Sep '10

16 Sep '10

Hi all, Thank you for your reply Hugh, but we don't use OTRS 3 yet. It's still in BETA I thought? Is there an option to change/configure this in OTRS 2.4.7? And when can we upgrade our OTRS 2.4.7 to the new OTRS 3 (non-BETA)? Kind regards, Erik -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens otrs-request(a)otrs.org Verzonden: woensdag 15 september 2010 17:47 Aan: otrs(a)otrs.org Onderwerp: otrs Digest, Vol 24, Issue 25 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. New ticket notification email to multiple agents (Erik van Ast) 2. OTRS - Bug Tracking Tools (Christoph Ohliger) 3. Re: New ticket notification email to multiple agents (Hugh Kelley) 4. Customized Field Validation via JavaScript Functions? (Hugh Kelley) 5. pending auto close (Tony Haidamous) ---------------------------------------------------------------------- Message: 1 Date: Wed, 15 Sep 2010 13:46:08 +0200 From: "Erik van Ast" <Erik.van.Ast(a)suzohapp.nl> Subject: [otrs] New ticket notification email to multiple agents To: <otrs(a)otrs.org> Message-ID: <80A72F1B1CFF80409D8E422437CEDC9A01EE7517(a)srv03-suzo-03.Suzo.int> Content-Type: text/plain; charset="us-ascii" Hi all, I have set up OTRS months ago and everything works really well, but I found out that notification emails created by new tickets are only send to 1 administrator and we have 2. So today I tried to set OTRS up in such a way that those notifications are send to multiple addresses, but I can't find it. Can anyone help? Can I fill in multiple addresses somewhere or do I need to configure it otherwise? I think the notifications come from the en::Agent::NewTicket notification but I can't find any email addresses there... We use OTRS 2.4.7 on a OpenSuse 11.2 system en tickets are created both by sending an email to the OTRS system or by creating it on the customers OTRS website... Kind regards, Erik

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I am out this afternoon (09/15) and will be returning only on Monday 09/13
by Sri.Ramadurai＠hitachigst.com 15 Sep '10

15 Sep '10

I will be out of the office starting 09/15/2010 and will not return until 09/16/2010. I will be out this afternoon (09/15) returning to work on Thursday 09/16. Please contact the SAP Hotline on all SAP issues. Please contact my Manager, Charles Yeh, on all other issues.

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Getting a specific queue name in a .dtl file?
by Allen, Geoff 15 Sep '10

15 Sep '10

I have created some template buttons which populate AgentTicketPhone with some boilerplate options for our helpdesk agents, and I distribute my custom AgentTicketPhone.dtl amongst my dev, test, and production environments. I have, however, run into a snag. Over time, our queues have not stayed in sync (though I have tried) and some recently-added queues have different numbers on the different environments. So, for example, queue "Network Services:: Network Engineering" has the following values in the "To" picklist: On Test: 50||Network Services::Locate On Prod: 43||Network Services::Locate If I want to set that as the "To" value in one of my buttons, I'd include something like: <input type="hidden" name="Dest" value="50||Network Services::Locate"/> This doesn't work when the value must be different on different environments. Is there any way to parameterize this in the .dtl file, so that the same file can be distributed to across my installations, and always point to the correct queue? The queue is always named the same, but may have a different number, as shown above. Thanks, Geoff

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No notification email sent
by Eric Boudrand 15 Sep '10

15 Sep '10

Hello, We have a problem with OTRS 2.4.7 under a Debian system. The notification emails for the agents are not sent when a new email is coming to a queue. I have dumped the SMTP exchange between the OTRS host and the SMTP relay and I could find : - OTRS system sends MAIL FROM<> - the SMTP relay receives the mail's content - but the SMTP relay closes the exchange with 550 Administrative prohibition In fact, the notification email is sent with an empty FROM field. The SMTP server refuses to deliver it because of SPAM rules. In the configuration system page with "Framework -> Core", I set an existing email in NotificationSenderEmail field. I also added in Kernel/Config.pm $Self->{'NotificationSenderEmail'} = 'XXXX(a)XXXX.com'; How can I configure the sender email for the notification ? Regards. -- Eric Boudrand http://www.thegreenbow.com

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pending auto close
by Tony Haidamous 15 Sep '10

15 Sep '10

Hello, I have a problem with pending auto close tickets, the definition seems correct in Config.pm yet when the ticket reminder time is reached the ticket state is not changed. I check system logs and I find that the event was not detected. Does anyone know how to proceed from there on? What to check? Where to look? Regards, Tony

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