April 2011 - otrs - OTRS mailing lists

Regular expressions in Postmaster filter
by Gergely Polonkai 15 Apr '11

15 Apr '11

Hello list, is there a way to use multiple regex groups in the Email header set section? E.g. I want to create a filter like this: Subject: Host ([^ ]+) is in error state Body: Service ([^ ]+) is not available since ([0-9:.-]+) And set headers like this: TicketValue1: <hostname from the subject filter> TicketValue2: <service name from the body filter> TicketValue3: <down time from the body filter> is it possible somehow? Thanks in advance! Best, Gergely -- "You need to believe in things that aren't true. How else can they become?" - Terry Pratchett

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Another round of Survey Module - Not Sending Survey
by Walter Moore 14 Apr '11

14 Apr '11

Forgive me for visiting a topic I've seen a fair amount of traffic on but! I've read through the wiki and various threads on this mailing list and I am still stuck. I have installed the Survey Module on a OTRS 3 system using the package manager, and gone through the setup discussed in the wiki. Everything appears perfectly in order except that a survey never gets sent out. How can I trace/debug this? What might be going on? OTRS 3.0.6 Survey 2.0.1 Survey::SendPeriod 0 Ticket::EventModulePost###99-SurveySendRequest Event (TicketStateUpdate|StateSet) Module Kernel::System::Ticket::Event::SurveySendRequest Thanks for any suggestions. -- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr(a)eckerd.edu -- http://home.eckerd.edu/~moorewr "It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355) I'm on twitter: http://twitter.com/moorewreckerd ***Reminder! ITS will never ask you to e-mail your password!***

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gd graph unicode
by Marius Vaitiekunas 14 Apr '11

14 Apr '11

Hello, Our otrs-3.0.6 stat gd graphs does not show unicode simbols (lithuanian) correctly. Print format works as expected - everything is fine. I have tried to search google and found old bug: http://lists.otrs.org/pipermail/otrs/2006-January/010001.html But this bug is fixed already. Any suggestions, how to fix unicode in gd graphs? Thank You. -- mv

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Any other way to notify Agents of a ticket re-opened?
by Muhammad El-Sergani 14 Apr '11

14 Apr '11

Hi all, Is there any other way to notify Agents that a ticket has been re-opened after being closed, other than creating an Event, and enabling in the Ticket settings re-opening old tickets when replied to after being closed? Thanks and Best Regards, Muhammad El-Sergani.

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How to enable "Ticket Type" feature
by Muhammad El-Sergani 13 Apr '11

13 Apr '11

Hi all, >From where can I enable the Ticket Type feature, and what use would I gain from that? Thanks and Best Regards, Muhammad El-Sergani.

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change attachment
by DM_Julio Angulo 13 Apr '11

13 Apr '11

hey guys, I tell him my problem, it added a pdf document as an attachment in a note, now wish to change the attachment of the note, as you can perform this operation? from already thank you very much. Julio Angulo

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logging level
by Marius Vaitiekunas 12 Apr '11

12 Apr '11

Hello, Is it possible to change logging level? I would like to see less info in a system log. For example, I do not care about "notice" messages. Our otrs system is configured to use logging to a file. Thank you. -- mv

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No valid 'utf-8' string
by Aron Rotteveel 12 Apr '11

12 Apr '11

I am receiving error mails starting with: No valid 'utf-8' string followed by the actual contents of the mail; which do no seem to be very strange. How can I fix this? The mails are not being received by OTRS... -- Best regards / Met vriendelijke groet, Aron Rotteveel

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OTRS Community Rheinland Meeting - on 14th April in Dormagen
by Feng, Bo 12 Apr '11

12 Apr '11

Dear OTRS community, I would like to invite you to join the OTRS Community Rheinland meeting on 14th April in Dormagen. The initiative “OTRS Community Rheinland” is to create a regional face-to-face OTRS user’s forum to exchange experiences and discuss the new features or some good practices of customization. More detailed information: http://forums.otrs.org/viewtopic.php?f=34&t=9027 I'm looking forwarding to meeting you on Thursday evening! Bo Agenda 17:30 – 18:00 Warm up with some soft drinks and snacks 18:00 – 18:15 Welcome from OTRS Community Board - Alexander Halle (OTRS Community Board Member) 18:15 – 18:45 OTRS connecting internal and external support teams - A presentation of OTRS user’s story - Artur Rueb (maxence business consulting gmbh) 18:45 – 19:30 Introduction of Generic Interface und Outlook of OTRS 3.1 and Q&A Session - Martin Gruner (Senior Developer R&D, OTRS AG) 19:30 – Open discussions

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MySQL question: MyISAM or InnoDB ?
by Matus UHLAR - fantomas 11 Apr '11

11 Apr '11

Hello, we have a few years of tickets stored in MySQL database, in MyISAM tables. Last few weeks the OTRS is becoming slow. I feel it could be caused by using MyISAM tables since locking is working at table level, while with InnoDB it's done at row level. OTOH, the InnoDB tables do not support fulltext searching. Could anyone tell me if it's worth moving tables to InnoDB and which tables should be moved, or, which should be left in MyISAM? Thank you -- Matus UHLAR - fantomas, uhlar(a)fantomas.sk ; http://www.fantomas.sk/ Warning: I wish NOT to receive e-mail advertising to this address. Varovanie: na tuto adresu chcem NEDOSTAVAT akukolvek reklamnu postu. REALITY.SYS corrupted. Press any key to reboot Universe.

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