January 2011 - otrs - OTRS mailing lists

Limit $QData{"Body"} in ResponseFormat
by GARDAIS Ionel 19 Jan '11

19 Jan '11

Hi list, Is it possible to limit the size of the included body in the Agent ResponseFormat ? Maybe like $QData{"Body"}[40] ? Thanks, Ionel

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How Edit my Public Interface?
by Francisco Luis 18 Jan '11

18 Jan '11

Hi everybody!, my question is this how I can change the framework of "public.pl"without changing my " customer.pl" I have otrs 2.4.7 on debian lenny

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bulk action requires subject, text ...
by mb 18 Jan '11

18 Jan '11

Hi all, The ticket bulk action requires subject, text ... even I am just trying to change the status, priority, lock / unlock ... ... otrs/index.pl?Action=AgentTicketBulk;TicketID= ... Is there any way to remove the "mandatory" flag for these fields within the bulk option? I am using 3.0.4 Thanks mb

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Accounting patch
by Ton Kersten 18 Jan '11

18 Jan '11

Hello all, When I do have a related set of tickets for a customer, that I want to close with a bulk action I can add 'spent time' to this ticket. After this I see in the accounting tables that every ticket gets this time assigned. But this is not what we want. We want to enter the total time used in the bulk action. To get this done I created a tiny patch for the AgentTicketBulk.pm file. This just checks if this is the first ticket in a bulk action and if so it is accounted. If not, no accounting record is created. This behaviour is selectable with a configuration option in the Config.pm, called 'CountOneTime'. I am not a Perl guru, so it could be that this has to be done in a more intelligent way. But I would like to propose this as a patch to the new OTRS version. Patch is attached. Comments are welcome. Cheers, TonK -- AT Computing Linux/UNIXperts, opleiders & oplossers Tel +31 24 352 72 82 Kerkenbos 12-38 Tel cursussecretariaat: +31 24 352 72 72 6546 BE Nijmegen Fax +31 24 352 72 92 Postbus 1428 info(a)atcomputing.nl 6501 BK Nijmegen www.atcomputing.nl 'If you think education is expensive, then try ignorance.'

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Customer_company not available 3.0 (upgraded) - bug ?
by Marco Vannini 18 Jan '11

18 Jan '11

Hi there, It is possible that after an upgrade you cannot view customer_company module from the admin panel ? I've discovered this on 2 upgraded system and solved only after the removing of the empty RO in sysadmin (see attachment) MV

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Migration Server
by Sebastien Bory 18 Jan '11

18 Jan '11

Hello list, I have a server Windows 2003 r2, with OTRS 3.0.4 and MySQL database, this server is for test and try some functionality about OTRS. Today I want to install OTRS on another server to production, so I do this 1 On Test server - Save the config.pm on a share folder - Save MySQL database (mysqldump uroot otrs > otrs_dump.sql) and save it on a share folder - Save sysconfig by administration tools on OTRS, and copy it in share folder 2 on Production server (also windows 2003 r2) - Install OTRS 3.0.4 - Dont run the web installer after - Create the database : mysql> create database otrs character set utf8; - Allow privileges: mysql uroot e grant all on otrs.* to otrs@localhost identified by test && mysql uroot e flush privileges - Restore database: mysql uroot otrs < otrs_dump.sql - Copy the old config.pm (test server) to the production server - After I try to run OTRS to import my sysconfig and I have this error: Access denied for user 'otrs'@'localhost' (using password: YES) I think its mismatch witch credential about MySQL root but I dont know where I can see it? And I have a about the user (otrs@localhost) in the grant MySQL command, because in the config.pm the user is otrs and password hot Best regards Sébastien Bory

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Reply to Ticket from Ticket Zoom Action Row ?
by Hugh Kelley 17 Jan '11

17 Jan '11

Can a "reply" pull-down be added to the ticket zoom next to the "move queue" pull-down via sysconfig? In our case, agents may add many notes to a ticket between replies and it is somewhat tedious to search all the way through the article list for the last reply-able entry. Hugh

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LDAP and Address Book, customers are displayed with username, full name, email address and username again
by Erik van Ast 17 Jan '11

17 Jan '11

Hi all, I have a short and maybe simple question. We have set our OTRS 3.0.4 up to authenticate the users and agents with LDAP (Active Directory 2003) and that's working great! The only annoying thing now is that when I reply or forward an email and I type in the first two letters of a name many customers are displayed (that's OK, we have a lot of users), but the users aren't displayed with username and or email address but with username, full name, email address and username again, so for example when I type in "Er" I get myself as customer and it is displayed as ""ErikA Erik van Ast" <Erik.van.Ast(a)suzohapp.nl> (ErikA)". How can I make that change so only the username and the email address or only the full name and the email address are visible? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik van Ast

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ODCB on MSSQL, almost done
by Boniforti Flavio 17 Jan '11

17 Jan '11

Hello everybody. Thanks to Frediano Ziglio (on the freeTDS mailing list), I've managed to connect my Debian Sid to my MSSQL server, by means of ODBC (FreeTDS). My Config.pm now looks like this (for the CustomerUser part): $Self->{CustomerUser} = { Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', # if you want to use an external database, add the # required settings DSN => 'DBI:ODBC:sqlexpress', User => 'sa', Password => 'xxxxx', Type => 'mssql', Table => 'v_customer', Attribute => {}, }, What I get on my browser when I search for a customer is: Software error: Can't call method "fetchrow_array" on an undefined value at /usr/share/otrs//Kernel/System/DB.pm line 622. Thanks in advance. Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch

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OTRS 3 & ITSM 3b just updated
by Marco Vannini 17 Jan '11

17 Jan '11

Hi all, Having had the great opportunity (finally) to upgrade an old installation with that combination of great software, I'm experiencing some little problems: - apparently Agents are not receiving alerts and in logs there are Jan 4 16:08:44 xxx OTRS-CGI-10[4615]: [Error][Kernel::Output::HTML::Layout::NavigationBar][Line:2620]: Module Kernel/Output/HTML/NavBarTicketSearchProfile.pm not found! Jan 4 16:08:44 xxx OTRS-CGI-10[4615]: [Error][Kernel::Output::HTML::Layout::NavigationBar][Line:2680]: Module Kernel/Output/HTML/NotificationAgentTicket.pm not found! - using close on ticket zoom Software error: Can't locate object method "OptionStrgHashRef" via package "Kernel::Output::HTML::Layout" at /opt/otrs//Kernel/Modules/AgentTicketClose.pm line 1020. btw the feedback from about 100 users are really good (all the basic functionality are working ;) )! Thank you all a lot again ! Marco Vannini

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