March 2011 - otrs - OTRS mailing lists

Trouble installing OTRS 3.0.6 onto CentOS 5.5 / Postgres 8.4: otrs-initial_insert.postgresql.sql contains ISO 8859 data, but database encoding is UTF8
by Aleksey Tsalolikhin 31 Mar '11

31 Mar '11

Hi. I'm trying to install OTRS 3.0.6, and, as the Web-based installer does not support Postgres, I am following README.database. My database is Postgres 8.4 (on CentOS 5.5). I've created the database: createdb --encoding=utf8 --owner=otrs otrs But when I run the initial insert file, it bombs out because it is ISO 8859 encoded, not UTF8. # psql otrs < scripts/database/otrs-initial_insert.postgresql.sql ... HINT: Use the escape string syntax for escapes, e.g., E'\r\n'. INSERT 0 1 ERROR: invalid byte sequence for encoding "UTF8": 0xeb7363 HINT: This error can also happen if the byte sequence does not match the encoding expected by the server, which is controlled by "client_encoding". WARNING: nonstandard use of escape in a string literal LINE 3: ...et gaat escaleren (<OTRS_CUSTOMER_SUBJECT[24]>)', 'Beste <OT... ^ ... # Let's check the encoding: # file scripts/database/otrs-initial_insert.postgresql.sql scripts/database/otrs-initial_insert.postgresql.sql: ISO-8859 English text, with very long lines, with CR, LF line terminators # I then tried to regenerate the SQL file from the XML file, following the instructions in the README.database, but the resulting SQL file contained ISO-8859 encoded text. Please advise. I'm trying to get a clean load of scripts/database/otrs-initial_insert.postgresql.sql Thanks, Aleksey

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trying to get OTRS 3 up with Postgres: bin/otrs.CheckDB.pl fails: permission denied for relation valid, SQL: 'SELECT * FROM valid'
by Aleksey Tsalolikhin 31 Mar '11

31 Mar '11

otrs.CheckDB.pl fails, it says permission denied for table "valid" - the table is there though. # /opt/otrs/bin/otrs.CheckDB.pl Trying to connect to database DSN: DBI:Pg:dbname=otrs;host=localhost; DatabaseUser: otrs DBD::Pg::st execute failed: ERROR: permission denied for relation valid at /opt/otrs/Kernel/System/DB.pm line 553. ERROR: OTRS-otrs.CheckDB.pl-10 Perl: 5.8.8 OS: linux Time: Tue Mar 29 17:23:42 2011 Message: ERROR: permission denied for relation valid, SQL: 'SELECT * FROM valid' Traceback (10727): Module: /opt/otrs/bin/otrs.CheckDB.pl (v1.4) Line: 71 DBD::Pg::st fetchrow_array failed: no statement executing at /opt/otrs/Kernel/System/DB.pm line 616. No initial inserts found! # psql -U otrs otrs psql (8.4.4) Type "help" for help. > \d valid Table "public.valid" Column | Type | Modifiers -------------+--------------------------------+---------------------------------------------------- id | integer | not null default nextval('valid_id_seq'::regclass) name | character varying(200) | not null create_time | timestamp(0) without time zone | not null create_by | integer | not null change_time | timestamp(0) without time zone | not null change_by | integer | not null Indexes: "valid_pkey" PRIMARY KEY, btree (id) "valid_name" UNIQUE, btree (name) Foreign-key constraints: "fk_valid_change_by_id" FOREIGN KEY (change_by) REFERENCES users(id) "fk_valid_create_by_id" FOREIGN KEY (create_by) REFERENCES users(id) Referenced by: TABLE "article_sender_type" CONSTRAINT "fk_article_sender_type_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "article_type" CONSTRAINT "fk_article_type_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "article" CONSTRAINT "fk_article_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "auto_response_type" CONSTRAINT "fk_auto_response_type_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "auto_response" CONSTRAINT "fk_auto_response_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "customer_user" CONSTRAINT "fk_customer_user_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "follow_up_possible" CONSTRAINT "fk_follow_up_possible_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "groups" CONSTRAINT "fk_groups_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "link_state" CONSTRAINT "fk_link_state_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "link_type" CONSTRAINT "fk_link_type_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "mail_account" CONSTRAINT "fk_mail_account_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "notification_event" CONSTRAINT "fk_notification_event_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "queue" CONSTRAINT "fk_queue_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "roles" CONSTRAINT "fk_roles_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "salutation" CONSTRAINT "fk_salutation_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "signature" CONSTRAINT "fk_signature_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "standard_attachment" CONSTRAINT "fk_standard_attachment_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "standard_response" CONSTRAINT "fk_standard_response_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "system_address" CONSTRAINT "fk_system_address_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "ticket_history_type" CONSTRAINT "fk_ticket_history_type_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "ticket_history" CONSTRAINT "fk_ticket_history_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "ticket_lock_type" CONSTRAINT "fk_ticket_lock_type_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "ticket_state" CONSTRAINT "fk_ticket_state_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "ticket_type" CONSTRAINT "fk_ticket_type_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "ticket" CONSTRAINT "fk_ticket_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "users" CONSTRAINT "fk_users_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) > Any suggestions? Aleksey

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remove html code in answer
by jverhoeff＠beckhoff.nl 31 Mar '11

31 Mar '11

Hi experts, I (want to) use the <OTRS_CUSTOMER_BODY> tag in a response template / answer. (Admin--> responses) But when the previous email (BODY) has HTML-code (most emails these days do) it shows a lot html code in the edit field like (</br>) instead of interpreting this. Is it possible to remove html from this field? something like RemoveHtml(<OTRS_CUSTOMER_BODY>) Thanks Met vriendelijke groet / Gruß / Best Regards, Jurjen Verhoeff

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Set value for no. of mails to be retrieved everytime
by Muhammad El-Sergani 31 Mar '11

31 Mar '11

Dear all, How could I set the max no. of emails to be retrieved everytime? Best Regards, Muhammad El-Sergani.

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escalation update time
by Paul Taylor 30 Mar '11

30 Mar '11

Anyone know a way to extend the escalation update time when you add a note-internal or note-external? It appears the only two ways to update escalation update time is either use email-external or phone. I'd like to add note-internal and note-external. >From OTRS: Escalation - update time (minutes): If there is an article added, such as a follow-up via email or the customer portal, the escalation update time is reset. If there is no customer contact, either email-external or phone, added to a ticket before the time defined here expires, the ticket is escalated. Thanks, Paul

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itsm access level
by Luis Daniel Lucio Quiroz 30 Mar '11

30 Mar '11

helo, just wondering if theres a way to control access in itsm 3. I mean that some agents can see some CI's and other agents other CI's. Thanks in advance, LD

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Adding queues after upgrade to OTRS latest version
by Jorge Cabrera 30 Mar '11

30 Mar '11

Hi, I upgraded a month ago to OTRS's latest version. Everything was working fine until recently I had the need to add another queue (I know, I should've tested this before upgrading). When I try to add a new queue it seems that the data is not reaching the SQL insert command and I get the following error: ERROR: invalid input syntax for integer: "", SQL: 'INSERT INTO queue (name, group_id, unlock_timeout, system_address_id, calendar_name, default_sign_key, salutation_id, signature_id, first_response_time, first_response_notify, update_time, update_notify, solution_time, solution_notify, follow_up_id, follow_up_lock, valid_id, comments, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' Is this an issue? Did somebody else get this problem? Thanks for your help -- *Jorge Cabrera Méndez* Departamento de IT T: +34 916 011 373 M: +34 637 741 034 F: +34 916 011 372 jorge.cabrera(a)andago.com <mailto:jorge.cabrera@andago.com> www.andago.com <http://www.andago.com/> Síguenos en: Twitter <http://twitter.com/andago> - Facebook <http://www.facebook.com/pages/Andago/111911732048> - LinkedIn <http://www.linkedin.com/groups?gid=1479457> - YouTube <http://www.youtube.com/andagotv> *ÁNDAGO INGENIERÍA* Álcalde Ángel Arroyo, 10, 1º 28904, Getafe, Madrid (Spain) *ÁNDAGO LABS* Bizkaia Technology Park Kanala Bidea, Edif-103, 1º izq. E-48170, Zamudio, Bizkaia (Spain) logotipo de Andago *ÁNDAGO INTERAMÉRICAS* Ciudad del Saber Edificio 223, 3ºA. Ciudad de Panamá (Panamá) Antes de imprimir este mensaje, asegúrese de que es necesario. El medio ambiente está en nuestra mano. Consider the environment before printing this mail. AVISO LEGAL ------------------------------------------------------------------------ *ANDAGO CONSULTING SL / ANDAGO INGENIERÍA, SL* le informa que los datos facilitados por Ud. y utilizados para el envío de esta comunicación serán objeto de tratamiento automatizado o no en nuestros ficheros, con la finalidad de gestionar la agenda de contactos de nuestra empresa y para el envío de comunicaciones profesionales por cualquier medio electrónico o no. Vd. podrá en cualquier momento ejercer el derecho de acceso, rectificación, cancelación y oposición en los términos establecidos en la Ley Orgánica 15/1999. El responsable del tratamiento es ANDAGO CONSULTING SL / ANDAGO INGENIERIA SL, con domicilio en C/ ALCALDE ANGEL ARROYO, 10, 28904, Getafe (Madrid). El contenido de esta comunicación, así como el de toda la documentación anexa, es confidencial y va dirigido únicamente al destinatario del mismo. En el supuesto de que usted no fuera el destinatario, le solicitamos que nos lo indique y no comunique su contenido a terceros, procediendo a su destrucción. DISCLAIMER ------------------------------------------------------------------------ The content of this communication and any attached information is confidential and exclusively for the use of the addressee. If you are not the addressee, we ask you to notify to the sender and do not pass its content to another person, and please be sure you destroy it.

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Dashboard integration with Cisco Call agent (or any other call agent..)
by Danail Petrov 30 Mar '11

30 Mar '11

Hey guys, I was wondering (I've searched for that) is there any OTRS module that is able to perform Call agent integration ? My basic idea is to do the following: 1. Incoming call is received. Helpdesk engineer picks up the phone 2. Call agent is able to provide some arguments (B Number/Calling station) to any software. My idea here is to get this calling number (b number) and provide it as argument to some custom script. This script shall provide some MySQL queries and based on that it will either open a "new phone ticket" or just will open OTRS page with currently opened tickets (I'm still contemplating) I can do it by my own, using my custom scripts but what I actually want to do is to make it "clear". I want to integrate it OTRS and put this information on Dashboard. As soon as call is received - the otrs page is refreshed with some custom information on top (caller number, customer name, customer company, currently opened tickets and so on). Could you, please, give me opinion/experience/suggestions with that? Does anybody else did something like that, is there already module for that and so on.. Kind regards, Dani

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no change state ticket (new open)
by DM_Julio Angulo 30 Mar '11

30 Mar '11

Good morning, I have a question, I would change the behavior of OTRS, the following occurs: an agent and attended and confirmed with the client completing a ticket, but after a while the client sends a mail using the last post used by OTRS , which makes the ticket back to the open state and reset the time, could help to avoid this behavior and prevent re-open the ticket. Julio Angulo

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How to use Import/Export Management to create links between config items
by Martin Aigner 29 Mar '11

29 Mar '11

Hello OTRS, first of all, OTRS is a great project. We are struggeling with an ancient ticket/inventory systems for ages and now it seems we are finally able to swithing to OTRS. Thanks for that. Right now I am trying to migrate our inventory to OTRS using the import/export management. I retrieve inventory data from OCS inventory http://www.ocsinventory-ng.org/ and write a csv file with a simple python script. btw: I am willing to share the script if someone is interested. It is not a big deal, though. This procedure works fine for computers, printers, monitors... as stand alone items. What I would like to do is to import the link between this items. I can provide the IDs of the related items but it seems that the import manager cannot create a template to import such data. I use $OTRS/bin/otrs.ImportExport.pl with a template I created using the admin interface. Best, Martin

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