December 2011 - otrs - OTRS mailing lists

FW: help OTRS configuration
by Nikhil Joshi 09 Dec '11

09 Dec '11

Hello, I'm configuring the OTRS but I have following issue: 1.Automatic ticket should be created in the raw queue when new mail is send to the OTRS admin. 2.Automatic Email response should be sent who send the email. Kindly help me Regards Nikhil Joshi Webdynpro Consultant ArchitectSAP Solutions | <http://www.architectsap.com/> www.ArchitectSAP.com | 9960979700 Pune

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Send agent notification when customer sends an email to a queue
by Muhammad El-Sergani 09 Dec '11

09 Dec '11

Hi all, Our system is queued based on customer names. So any @xyz.com would go to a XYZ queue, and so on. Currently we need OTRS to email a group of agents when the customer updates the queue. We have a notification event that would do so, but the problem is that it emails the whole team even when an agent updates a ticket. Any ideas? Thanks //M

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help
by Nikhil Joshi 09 Dec '11

09 Dec '11

Hello, I'm configuring the OTRS but I have following issue: 1.Automatic ticket should be created in RAW Queue when new mail is send to the admin 2.Auto email notification should be send to the customer. Kindly help me Regards Nikhil Joshi Webdynpro Consultant ArchitectSAP Solutions | <http://www.architectsap.com/> www.ArchitectSAP.com | 9960979700 Pune

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Upgrading from v2.3 to v3.1
by Alexander Scholler 08 Dec '11

08 Dec '11

Hi, I'm testing 3.1.0.beta2. Therefore, I have to upgrade from v2.3. UPGRADING says (as usual): If you are running a lower version of OTRS you have to follow the upgrade path to 3.0 first (1.1->1.2->1.3->2.0->2.1->2.2->2.3->2.4->3.0->3.1 ...)! The problem: ALL the mysql-sql-upgrade- and post-scripts AND DBUpdate-to-3.1.pl are still present in ~otrs/scripts, but DBUpdate-to-2.4.pl and DBUpdate-to-3.0.pl are missing. I applied DBUpdate-to-2.4.mysql.sql and then tried DBUpdate-to-2.4.pl (from v3.0-sources), but this results in the following errors: ERROR: OTRS-DBUpdate-to-2.4-40 Perl: 5.10.0 OS: linux Time: Wed Dec 7 16:24:28 2011 Message: Unknown column 'state_notify' in 'field list', SQL: 'SELECT state_notify, move_notify, owner_notify FROM queue WHERE id = ?' Traceback (2148): Module: main::MigrateCustomerNotification (v1.13) Line: 184 Module: ./DBUpdate-to-2.4.pl (v1.13) Line: 101 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs_v3.0/Kernel/System/DB.pm line 616. NOTICE: Migrate queue based customer notifications... done. And ideas? Is it necessary to install v3.0, upgrade from v2.3 to v3.0, and then upgrade to v3.1? That can't be true... Bye, Alex Richter+Frenzel GmbH + Co. KG Sitz: Wuerzburg Registergericht: Wuerzburg HRA 220 Geschaeftsfuehrer: Dr. Bernd-Michael Brunck, Wilhelm Schuster (Vorsitzender) Komplementaer: WUE Richter + Frenzel Verwaltung GmbH, Amtsgericht Augsburg, HRB 22447

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Uninstall OTRS 3.0.6 from CentOS
by Faisal Misle 08 Dec '11

08 Dec '11

How can I uninstall OTRS 3.0.6 completely from CentOS? -Faisal

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upgrading from otrs 2.0.4 to 3.0.11
by Luca Domenella 07 Dec '11

07 Dec '11

Hi all, i've just inherited the OTRS project from a colegue. Out otrs installation is a 2.0.4, looking at the manual, there is an upgrade path: 2.0-> 2.1 -> 2.2 -> 2.3 -> 2.4 - > 3.0 Until here everything is clear. digging inside the various upgrading files of all the versions looks that the main part is the database schema upgrade (we are using mysql). Because im installing OTRS into a new server (the old one is a very old debian) with a Centos5, can I suppose to do this way ? 1. Install mysql 2. Install apache 3. Install otrs 3.0.11 4. Restore the 2.0.4 database 5. Apply all the mysql.pl upgrade patches from 2.1,2.2,2.3,2,4 and then from the 3.0.11 script dir ? Because many files will just be replaced and themes are not compatible.. Does it make sense ? Any idea or suggestion ? before to ask I already looked at the forum without much success Best regards, Luca Domenella E: <mailto:luca.domenella@bwinparty.com> luca.domenella(a)bwinparty.com <http://www.bwinparty.com/> www.bwinparty.com This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk.

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OTRS JASIG-CAS INTEGRATION
by firesnake＠inwind.it 07 Dec '11

07 Dec '11

Hi, I have integrated OTRS 2.9 with jasig-cas, i have used perl module, but i have problems with integration of otrs 3.0 with jasig-cas. Anyone can help me, for fully integration of otrs 2.0 with jasig-cas. Thanks Mike.

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AUTO: Damiano Anselmi è assente dall'ufficio. (tornerà il 07/12/2011)
by Damiano Anselmi 06 Dec '11

06 Dec '11

Sono fuori dall'ufficio fino a 07/12/2011 Risponderò al messaggio al mio ritorno. In caso di urgenze contattare gli altri colleghi ICT Nota: Questa è una risposta automatizzata al messaggio "[otrs] upgrading from otrs 2.0.4 to 3.0.11" inviata il 06/12/2011 12.18.37. Questa è l'unica notifica che verrà ricevuta mentre la persona è assente.

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Change multiple fields of one ticket at once
by Anselm Strauss 06 Dec '11

06 Dec '11

Hi, is there a way in OTRS 3 to change multiple fields of one ticket at once without having to click on all the individual things like Responsible, Note, Priority, etc.? There is a bulk change in the ticket list, but it only works when selecting at least two tickets. Why can I not use this functionality for just one ticket? Thanks, Anselm

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OTRS 3.1 - Preview
by Shawn Beasley 05 Dec '11

05 Dec '11

Looking for more information about OTRS 3.1? Look here http://www.youtube.com/watch?v=E_J41wST_xI Hope this helps! ///diginin

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