February 2011 - otrs - OTRS mailing lists

Re: [otrs] CI - not able to add a new "class"
by Marco Vannini 27 Feb '11

27 Feb '11

Hi Nils, unfortunally now i'm out of office, btw, 1st thank you for all, 2nd my goal is to create, like in the first picture, a new class of object (idea raised from ideascale: cmdb as agent or client repo). So i wanna create a class "person" and define my fields (phone, im, email,...) like i did for (as you see there) apache, nas and so on but i can't find the add button there to create the new structure of fields. I am totaly wrong ? Is not there where i can do this or it could be that ther's no "add" button for some misconfiguration ? --by mobile Il giorno 25/feb/2011 13.23, "Nils Leideck" <nils.leideck(a)leidex.net> ha scritto: > Dear Marco, > > On 25.02.2011, at 12:24, Marco Vannini wrote: > >> I'm able to manage classes (as attached file) but seems that I'm not able to create new previous object (CI item?) >> (you know where you can define a CI with your own fields) > > > I am sorry, it is not clear to me what you want to archive :-)) > > 1. Do you want to create a new class? > 2. Do you want to modify existing class attributes? > 3. Do you want to add a new Item in an existing class? > 4. Do you want to modify existing Items? > > Cheers, Nils > > — > Nils Leideck > Senior Consultant > > http://webint.cryptonode.de / a Fractal project >

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PDF attachments not recognized via email
by Hugh Kelley 27 Feb '11

27 Feb '11

When I submit/reply to tickets via email with PDF attachments, those attachments do not appear in the UI with the articles. However, If I go to "Plain Format" I see them in the MIME content of the article and if I "Download this email" they are there as well. I have installed the *PDF::API2 * module and don't see any log errors. I have tried the following combinations, each with the same results. Is there another sysconfig option I need to set? Other attachments do appear. Content-ID: <AD Group Membership Report.pdf> Content-Disposition: attachment; filename="AD Group Membership Report.pdf" Content-Type: application/pdf; name="AD Group Membership Report.pdf" Content-Transfer-Encoding: base64 Content-Type: application/pdf; name="AD Group Membership Report.pdf" Content-Transfer-Encoding: base64 Content-ID: <AD Group Membership Report.pdf> Content-Description: AD Group Membership Report.pdf Content-Disposition: attachment; filename="AD Group Membership Report.pdf" Content-Location: AD%20Group%20Membership%20Report.pdf The system is: - OTRS 3.0.3 - IIS 7.0 with PerlEx. - Exchange and hMailServer are relaying the messages. Hugh

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Performance problems in OutputFilterTextURL
by tomas＠tuxteam.de 27 Feb '11

27 Feb '11

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, at a customer's place we noticed a performance problem while rendering some (mostly large) pages. The culprit turned out to live in Kernel/Output/HTML/OutputFilterTextURL.pm, somewhere here: | for my $Key ( sort keys %{ $Self->{LinkHash} } ) { | my $LinkSmall = $Self->{LinkHash}->{$Key}; | $LinkSmall =~ s/^(.{75}).*$/$1\[\.\.\]/gs; | $Self->{LinkHash}->{$Key} =~ s/ //g; | ${ $Param{Data} } | =~ s/\Q$Key\E/<a href=\"$Self->{LinkHash}->{$Key}\" target=\"_blank\" title=\"$Self->{LinkHash}->{$Key}\">$LinkSmall<\/a>/; | } This code compiles a new regex for each $Key and does its substitution thingy. In our case, there were over 5000 (!) $Keys, so the whole thing took about 12 seconds in total. I've replaced this by one regex, under the assumption that the $Keys have the form "##################329", i.e. a sufficient number of hash signs and a decimal number, like so: $Param{Data} =~ s/(#{10,}\d+)/$Self->_renderlink($1)/eg; with a suitable method _renderlink, which constructs the link given the Key. Now my questions: * Am I assuming right that the internal link keys have of this form? * Would you be interested in a patch? * What is this line doing up there: $Self->{LinkHash}->{$Key} =~ s/ //g; ? Thanks for any insight - -- tomás -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFNVBRbBcgs9XrR2kYRAp7ZAJ9hIJ3R/jcCHREzafASoObRUNMeZwCcC1BW cXPZpdXFkaM9yvMBhrQ8nB4= =8Jq+ -----END PGP SIGNATURE-----

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Re: [otrs] [otrs-de] Viele Mitarbeiter - ein Kunde
by Nils Leideck 25 Feb '11

25 Feb '11

Hi Martin, On 25.02.2011, at 18:25, Martin Jangowski wrote: > erstmal Danke für die Hilfe. Wenn ich das richtig verstanden habe: > > - ich lege für jeden (bestehenden und potentiellen) Absender einen Kunden an, aber alle mit der Kundennummer des eigentlichen Hauptkunden > - ich ändere in der DB die Irrläufer (erkennbar an der gemeinsamen Absendedomain), und zwar otrs.ticket.customer_id > > Richtig? Klingt richtig ;-) Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project

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OTRS 2.4.7 and 3.0.5 on same machine
by Amit Sharma 25 Feb '11

25 Feb '11

Hi, We have been running OTRS 2.4.7 successfully from past 10 months. Recently we tested 3.0.x and found its interface interesting. My questions are: 1. Can I run both version sharing same DB so that users have choice to log into either 2.4.7 or 3.0.x [DBupdate will make my DB 3.0.x compatible but would it then be used by 2.4.7 also?] 2. If yes, what are the steps for the above? The reason for above is that max users wants to stay with 2.4.7 looks and don't want to try anything new! Thanks and Regards,Amit Sharma

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Re: [otrs] CI - not able to add a new "class"
by Marco Vannini 25 Feb '11

25 Feb '11

s/tank/thanks/ And all the rest of errors ... ;) On Fri, Feb 25, 2011 at 12:24 PM, Marco Vannini <marco.vannini(a)gmail.com>wrote: > ok, sorry, probably I'm not clear as usual :D > > I'm able to manage classes (as attached file) but seems that I'm not able > to create new previous object (CI item?) > > > (you know where you can define a CI with your own fields) > > > Sorry and tank you again > On Fri, Feb 25, 2011 at 10:54 AM, Nils Leideck <nils.leideck(a)leidex.net>wrote: > >> Dear Marco, >> >> new classes are added in the admin panel in General Catlogue, not in the >> CI module directly. >> >> On 25.02.2011, at 10:22, Marco Vannini wrote: >> >> Hi all, >> >> It was a long time that I had no need to use it but now it seems that I'm >> not able to define a new class in CI (2.1.94 - migrated, not new. Let me say >> that I have not used it since it was in the previous version... so "add" >> could be elsewhere ;) ). >> >> I'm doing something wrong or it could be a config error ? >> >> >> — >> Nils Leideck >> Senior Consultant >> >> http://webint.cryptonode.de / a Fractal project >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> > >

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CI - not able to add a new "class"
by Marco Vannini 25 Feb '11

25 Feb '11

Hi all, It was a long time that I had no need to use it but now it seems that I'm not able to define a new class in CI (2.1.94 - migrated, not new. Let me say that I have not used it since it was in the previous version... so "add" could be elsewhere ;) ). I'm doing something wrong or it could be a config error ? (See attached image, there is no add new) Thank you for any suggestions you may give me. MV

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Fwd: OTRS-iphone can't change ticket owner
by Carlos Rodríguez 25 Feb '11

25 Feb '11

Hi Luis I' ve create a Bug on the bugzilla you can check the advance of the bug here: http://bugs.otrs.org/show_bug.cgi?id=6948 ((enjoy)) Carlos Rodríguez Begin forwarded message: > From: Marc Nilius <marc.nilius(a)otrs.com> > Date: February 23, 2011 2:53:19 AM CST > To: Carlos Rodriguez <carlos.rodriguez(a)otrs.com> > Subject: Fwd: [otrs] OTRS-iphone can't change ticket owner > > > > > -------- Original-Nachricht -------- > Betreff: [otrs] OTRS-iphone can't change ticket owner > Datum: Tue, 22 Feb 2011 11:35:35 -0600 (CST) > Von: Luis "Vox" Garza <vox(a)co.com.mx> > Antwort an: Luis "Vox" Garza <vox(a)co.com.mx>, User questions and discussions about OTRS. <otrs(a)otrs.org> > An: OTRS <otrs(a)otrs.org> > > Hi > > Well, after managing to fix the broken upgrade problem I had, now I'm back at the basic error that made me look at the upgrade...but that wasn't fixed by fixing otrs :) > > Here's the thing...I can't change ticket owners with the iphone app...when I try to select an owner in the move-ticket screen, I get: > > Warning > There are no options available for this field. > Please contact your administrator for assistance. > > Unfortunately, the administrator is me :) > > I activated the debugging logs for the iphone plugin thing in otrs, and I see two lines whenever I try to select a new owner in the iphone app: > > [2011-02-22 12:19:48][Debug] [Inbound] [User=vox&Password=****&Object=CustomObject&Method=UsersGet&Data={"AllUsers":"1","QueueID":"19"} > [2011-02-22 12:19:48][Debug] [Outbound] [{"Result":"successful","Data":[{"3":"*******************","2":"Garza Luis (vox)","5":"*********************"}]} > > (substituted ***** for the name of the two agents that show up in that line). > > So...the log by itself tells me it should work...but the app says no :( > > Any help would be greatly appreciated...the iphone app has become the main ticket manipulation tool for most of the agents here (we tend to not be at the office much)...I'm facing a revolt here! :) > > Thanks in advance > > Luis > > -- > Red Hat Certified Engineer (RHCE) #805008141632764 > Red Hat Certified Instructor (RHCI) > http://www.stepone.mx/ > > Think of the Linux community as a niche economy isolated by its beliefs. Kind of like the Amish, except that our religion requires us to use _higher_ technology than everyone else. -- Donald B. Marti Jr. > > AVISO DE CONFIDENCIALIDAD: Este correo electrónico, incluyendo en su caso, los archivos adjuntos al mismo, pueden contener información de carácter confidencial y/o privilegiada, y se envían a la atención única y exclusiva de la persona y/o entidad a quien va dirigido. La copia, revisión, uso, revelación y/o distribución de dicha información confidencial sin la autorización por escrito de Step One Group, S.A. de C.V., está prohibida. Si usted no es el destinatario a quien se dirige el presente correo, favor de contactar al remitente respondiendo al presente correo y eliminar el correo original incluyendo sus archivos, así como cualesquiera copia del mismo. > > Mediante la recepción del presente correo usted reconoce y acepta que en caso de incumplimiento de su parte y/o de sus representantes a los términos antes mencionados, Step One Group, S.A. de C.V. tendrá derecho a los daños y perjuicios que esto le cause.

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Stats
by claude 24 Feb '11

24 Feb '11

Hi, I don't find where stat request are stored in database. Can anyone help me ? Thanks and regards Claude

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Software error: slurp_filename
by Bruno Cardon 24 Feb '11

24 Feb '11

Hi, Sometimes we receive the following errormessage and cannot be reproduced Software error: slurp_filename('/opt/otrs/bin/cgi-bin/otrs.pl') / opening: (2) No such file or directory at /usr/lib/perl5/ModPerl/RegistryCooker.pm line 541

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