January 2011 - otrs - OTRS mailing lists

Ticket to Change link not created
by Robert Poreba 24 Jan '11

24 Jan '11

Hi All, I'm using OTRS 3.0.5 with ITSM 3.0 beta2. I've just upgraded from 3.0.5 and 3.0 beta1 as I was hoping it will resolve my issue, but it hasn't. The problem is: When I create a new change using 'Create Change' link on the RfC ticket, the Change is created ok, but I can't see the link between the Change and RfC ticket. I can craete the link manually but this should be automatic. I think it used to work before and I can see that ITSM manual says that 'the system creates a transparent link between the ticket and Change' Please help -- Thank you

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Boolean search
by Kristofer Pettijohn 24 Jan '11

24 Jan '11

Hello, Is it possible to do boolean searches (using the API) - (for example: from=email(a)address.com or freetextfield1=somevalue) or do I have to do two separate searches and intersect the results myself?

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Fulltext field missing from search after upgrade to 3.0.4
by Adinda Sima 24 Jan '11

24 Jan '11

We just upgraded from 3.0.1 to 3.0.4 and now we have issues with the search (the one in top navigation) 1. The Fulltext field is missing (the one between Search template and Add another attribute field) 2. Can't add additional attributes to the search (nothing happens when you click on the plus icon) Could anyone help please? Thanks Adinda Sima Next client developer webinar 2nd February. Agenda and registration here http://www.gossinteractive.com/devugfeb11 Follow the online efficiency and Web Content Management experts. www.twitter.com/gossinteractive Registered Office: c/o Bishop Fleming, Cobourg House, Mayflower Street, Plymouth, PL1 1LG. Company Registration No: 3553908 This email contains proprietary information, some or all of which may be legally privileged. It is for the intended recipient only. If an addressing or transmission error has misdirected this email, please notify the author by replying to this email. If you are not the intended recipient you may not use, disclose, distribute, copy, print or rely on this email. Email transmission cannot be guaranteed to be secure or error free, as information may be intercepted, corrupted, lost, destroyed, arrive late or incomplete or contain viruses. This email and any files attached to it have been checked with virus detection software before transmission. You should nonetheless carry out your own virus check before opening any attachment. GOSS Interactive Ltd accepts no liability for any loss or damage that may be caused by software viruses.

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Iphone app
by Mikola Rose 23 Jan '11

23 Jan '11

Heya out there; Is anyone else out there with the iPhone app and latest iPhoenHandle 1.0.2 installed having the problem of the app crashing when opening a ticket?

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otrs 3.0.5 session id is invalid
by Jason Benedict Low 23 Jan '11

23 Jan '11

HI, I am new user to otrs. Please help me for this problem. 1. after a fresh installation of otrs ver 3.0.5-b1 in Centos 5.5 using the otrs rpm version. I tried to login as root@localhost and root, i get msg "session id is invalid". I had tried to reboot my system but still same. i also check mysql otrsdb and see table user - there is root@localhost. look forward to hearing from you. thanks. Best Regards, Jason *** Reclaim Your Freedom, use Free & Open Source Software - Be Open Standard Compliance. ***

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Debian Package for OTRS3
by Munroe Sollog 22 Jan '11

22 Jan '11

Does anyone know if there will be a debian package available for OTRS3? -- Munroe Sollog Systems Engineer Digirati Consulting, Inc sollog(a)digiraticonsulting.com

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Error: Need SignatureID!
by Armando Irazabal 21 Jan '11

21 Jan '11

Hi, When i attemp to chang group assigned to a queue i have the following error message: Error: Need SignatureID! Principio del formulario Final del formulario Determinar el origen: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Fri Jan 21 10:34:54 2011 Message: Need SignatureID! Traceback (1672): Module: Kernel::System::Queue::QueueUpdate (v1.110) Line: 883 Module: Kernel::Modules::AdminQueue::Run (v1.55.2.1) Line: 135 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: C:/OTRS/OTRS/bin/cgi-bin/index.pl (v1.88) Line: 48 Any suggestion to solve it? Regards,

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Unable to edit automated responses, groups, roles, other admin functions after upgrading to ver 3.04
by Jefferson Davis 21 Jan '11

21 Jan '11

Getting the following error. Forbidden You don't have permission to access /otrs/index.pl on this server. I have re-re-re-run the permissions script, still no love. Does anyone have any ideas as to what I might be missing here? -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 ext 120 (office) 661.392.0681 (fax) http://district.standard.k12.ca.us

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Empty answer without body and repair handling with otrs?
by jverhoeff＠beckhoff.nl 21 Jan '11

21 Jan '11

Hi All, We use OTRS 2.4 windows for our support, this works very well. We are investigating if we can use the system for RMA (repairs). The idea is as following: a- customer fills in a webform with productnr, serialnr, complaint, etc this is send to OTRS by the webform. b- we (auto) reply with an RMA number and some text + address info to send the product to manufacturer c- we (auto) forward the RMA request to the manufacturer d- we receive an cost estimate from our manufacturer. (reply on our request) e- we change/translate the text and price a little bit and forward it to the customer f- customer reply's with OK or NOK g- we send OK / NOK to manufacturer h- we recieve invoice from manufacturer Therefore I have some questions: Q1) Is it possible to create an "empty answer" without the (old) body AND an other "empty answer" with the body? so that we can choose with or without the old email/case in it. This is important for step e (above) we want absolutely no info (price info!) from the manufacturer in the response to the customer Q2) Is it possible to have 2 ticketcounters in one system? one for support and an other for the repairs Q3) is there someone else who is using otrs for such things? Thanks for all help and ideas Jurjen Verhoeff

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How to hide tickets assigned to some else from my dashboard?
by Marc Strapetz 21 Jan '11

21 Jan '11

With version 3.0.5, I'm seeing tickets in "New Tickets" as well as "Open Tickets" area, "My Queues", which are already assigned to other users (not default user 'OTRS admin'). Some of them are even locked by other users. How can they be hidden from these views? Thanks! -- Best regards, Marc Strapetz ============= syntevo GmbH http://www.syntevo.com http://blog.syntevo.com

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