September 2010 - otrs - OTRS mailing lists

OTRS - Bug Tracking Tools
by Christoph Ohliger 15 Sep '10

15 Sep '10

Hi, has anyone an "interface" between OTRS and a Bug Tracking Tool like Mantis implemented ? Looking at the CVS server there will be nothing done in near future. 56 misc (*not scheduled yet - nobody is working on it yet*) 57 - Module Layer for signature, salutation in composing answers 58 - store ticket before sending 59 - AdminQueueList with all config options on one screen 60 -* interfaceing with bugzilla (martin) * 61 - interfaceing with Nagios (http://www.nagios.org/) 62 - interfaceing with ISPMan (http://www.ispman.org/) regards Christoph Ohliger

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3.0 beta ok to use?
by Roland op den Akker 15 Sep '10

15 Sep '10

Hi, We want to use OTRS as our ticketing system. On the website I see that there is a beta version available that looks much better than the 2.x version. Is it safe to use this version already, or would it be better to wait until the version is stable? Thanks in advance. Kind regards, Roland.

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System::Time objects not working
by Alejandra Piedra 14 Sep '10

14 Sep '10

Hello everyone I recently created a stat using the System::Time time functions, and although it worked for long time, now is just not responding. When I try to generate the stat it just stays reloading forever and at the end it throws a misconfiguration message which is not explicit, and when I go into the log, it doesn't show anything. Can anyone help me? María Alejandra Piedra

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Enabling dashboard widges (ticket create and search)
by Jason B. Loven 14 Sep '10

14 Sep '10

OK..So I downloaded and installed the new dashboard widgets for ticket create and ticket search. They didn't show up in the options for the dashboard so I checked in SysConfig and found that the options for them were disabled. I tried to enable them (checking the checkbox) but when I hit the update button both go back to unchecked and I get make them stick. Anyone have any ideas? Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)caisoft.com<mailto:jloven@caisoft.com> Web: http://www.caisoft.com/<blocked::http://www.cainetserv.com/>

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Re: [otrs] Disable HTML mails
by "LQ Marshall" 14 Sep '10

14 Sep '10

I don't remember the exact location under the SysConfig but if you search the archive (probably for rich text would be good) I asked the question back when 3.x was released. L. Marshall -- Sent from Havelock, NC On Sep 14, 2010 3:35 AM, Daniel Maher <dma+otrs(a)witbe.net> wrote: On 09/14/2010 12:18 AM, Take wrote: > However there's a small feature which I couldn't turn off, so is it > possible to configure OTRS to use only plaintext mails instead of html > ones? HTML doesn't give us any additional perk and most of the times > it's more annoying than useful. While i don't have an answer for your question, i would like to bump it : disabling HTML emails would be great for us as well.

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hide agent email address from customer view
by Daniel Maher 14 Sep '10

14 Sep '10

Hello, I am curious to know if there is a way to hide the agent email addresses from the customer's viewpoint (i.e. customer.pl) ? In particular i am referring to the note tree when a customer zooms in on their ticket, but generally speaking, since all customer interaction occurs via the web interface, i'd rather they never know the email addresses of my agents - period. I do not want to remove or disable email functionality (as we use it for notifications and such internally), nor the requirement for the field itself within OTRS ; i simply want to make sure that customers can't see the email addresses of the agents that are handling their tickets. Thank you. -- Daniel Maher <dma PLUS otrs AT witbe DOT net> "The Internet is completely over." -- Prince

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Disable HTML mails
by Take 14 Sep '10

14 Sep '10

Hello. I've just installed an OTRS and it's really impressive tool and it seems to fill our needs quite perfectly. However there's a small feature which I couldn't turn off, so is it possible to configure OTRS to use only plaintext mails instead of html ones? HTML doesn't give us any additional perk and most of the times it's more annoying than useful. Ie. we'd like to use an SMS-gateway for one of our queues, but currently we get the HTML-tags in SMS as well. TIA. -- Take

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OTRS in french
by PREF31 OTRS 13 Sep '10

13 Sep '10

Hi, I use OTRS in french and I translated the web interface by adding some expressions or words translations in the fr.pm file delivered in the installation package. But there are some terms that seem not possible to translate in the fr.pm file So, the actions displayed in the tickets history as "newticket" or "UpdateCustomer" or the days displayed in pdf-edition are not translated. Could someone tell me where should be placed the translations for this ? Regards Claude

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Probleme with Customer interface
by Sebastien Bory 13 Sep '10

13 Sep '10

Dear list I have an error message when a customer want to open a new ticket witch the customer interface. When he click to summit he have this page Erreur: Can't get ArticleID from INSERT! and I have the same error in my apache log: [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Use of uninitialized value $_ in -d at C:/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Use of uninitialized value $_ in -d at C:/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Mon Sep 13 10:33:39 2010, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] , referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Message: Can't get ArticleID from INSERT!, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] , referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Traceback (3872): , referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: Kernel::System::Ticket::Article::ArticleCreate (v1.232.2.1) Line: 243, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: Kernel::Modules::CustomerTicketMessage::Run (v1.47) Line: 371, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 852, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: C:/OTRS/OTRS/bin/cgi-bin/customer.pl (v1.42) Line: 48, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] , referer: http://opc.groupenci.lan/otrs/customer.pl. So when I log to the agent interface the ticket is created, but I dont have any mail to tell me there are a new ticket in this file. Its a mismatch about mail and postmaster Configuration? Thanks for your response Sebastien Bory Cordialement Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com Description : cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

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problem installation on FreeBSD: Function not implemented in Log.pm line 253
by Dmitriy Behterev 12 Sep '10

12 Sep '10

Hello all! I have FreeBSD 7 and I am trying install OTRS 2.4.7. I have tryed install it from ports and also from source. In all cases I have got same result when I get http://localhost/otrs/installer.pl (part of Apache 22 log): [Mon Sep 13 02:17:52 2010] [notice] Apache/2.2.16 (FreeBSD) mod_ssl/2.2.16 OpenSSL/0.9.8e DAV/2 mod_perl/2.0.4 Perl/v5.8.9 configured -- resuming normal operations [Mon Sep 13 02:17:57 2010] -e: Use of uninitialized value in shmctl at /var/www/otrs//Kernel/System/Log.pm line 253. ERROR: OTRS-Installer-10 Perl: 5.8.9 OS: freebsd Time: Mon Sep 13 02:17:57 2010 Message: Can't remove shm for log: Function not implemented Traceback (54437): Module: Kernel::System::Log::CleanUp (v1.62) Line: 254 Module: Kernel::System::Log::new (v1.62) Line: 105 Module: ModPerl::ROOT::ModPerl::Registry::var_www_otrs_bin_cgi_2dbin_installer_2epl::handler (unknown version) Line: 53 Module: (eval) (v1.31) Line: 204 Module: ModPerl::RegistryCooker::run (v1.31) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.31) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 [Mon Sep 13 02:17:57 2010] -e: Use of uninitialized value in shmread at /var/www/otrs//Kernel/System/Log.pm line 230. Please help me!

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