May 2011 - otrs - OTRS mailing lists

Thorsten Kocher/Spirit21 ist außer Haus.
by TKocher＠spirit21.de 19 Apr '17

19 Apr '17

Ich werde ab 13.05.2005 nicht im Büro sein. Ich kehre zurück am 30.05.2005. Vielen Dank für Ihre Email. Leider befinde ich mich bis Montag, 30. Mai 2005 außer Haus und kann daher Ihre Nachricht nicht bearbeiten. Bitte rufen Sie mich in dringenden Fällen mobil unter 0172 6377392 an. Vielen Dank für Ihr Verständnis. Thorsten Kocher Ich werde Ihre Nachricht nach meiner Rückkehr beantworten.

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Re: [otrs] OTRS on linux vs windows
by Steve Durbin 08 Mar '12

08 Mar '12

We're running OTRS on Linux with full AD integration including single sign-on, automatic agent creation/removal from AD, full customer integration with AD - so no customer or agent maintenance. It was a bit fiddly to get set up, but once working it's been very reliable. Happy to share our agent creation/removal script, and any other information people want. -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

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Diff between PendingDate and Due date?
by Pradumna Maheshwari 02 Feb '12

02 Feb '12

Hello, Can you tell me, what is difference between 'PendingDate' and 'Due date'? Under what situation, should each one be used ? thanks... Pradumna Maheshwari =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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'Core.Agent.CustomerSearch is undefined' problems after upgrade
by patrick.dillon＠aleris.com 26 Sep '11

26 Sep '11

Hello to all, I just ran an upgrade from 2.4.9 to 3.0.6 using the rpm method and the UPGRADING instructions included in the tar.gz file. Our environment is SUSE linux, SLES10 SP2 We are running ITSM modules (also just upgraded) at the 3.0.1 level. Aside from a few minor issues, all has gone well. My problem is that now when creating a standard phone ticket, as soon as you enter the form an error message appears. If you ask for detail it displays the following: Core.Agent.CustomerSearch is undefined (?)()@http://ip-address-here/otrs/index.pl?Action=AgentTicketPhone:1194 Ready((function (j, s) {return new (b.fn.init)(j, s);}))@http://ip-address-here/otrs-web/js/js-cache/CommonJS_790a2b98bf84cbaad053c1a834f593a9.js:581 trigger ()@http://ip-address-here/otrs-web/js/js-cache/CommonJS_790a2b98bf84cbaad053c1a834f593a9.js:37 trigger([object Event])@http://ip-address-here/otrs-web/js/js-cache/CommonJS_790a2b98bf84cbaad053c1a834f593a9.js:37 I searched the archives and found reference to someone who had rebuilt (?) the CustomerSearch java code, but I'm not comfortable with attempting that for myself. Is this a known issue? Easy (I hope) solution? Thanks for any guidance with this. Pat

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Re: [otrs] Source for Iphone Application
by Martin Edenhofer 08 Sep '11

08 Sep '11

Hi Erling, I want to offer you support for the server site (do you have docu what you want to have?). I see, there are more people interested. Should we start a public project group?Who wants to join? -Martin (OTRS.org founder) On Aug 12, 2010, at 10:21, "Erling Lothe" <el(a)adell.no> wrote: > Hey again, > > I have been working on an Android app the last two weeks. Currently it > just reads tickets, you have the possibility to assign tickets and add > them to your phones calendar. > The problem is that most of the time I struggle on the server side > to get > data in and out of otrs. On the server side I have some PHP > returning JSON > to the phone. > > Therefor if I could get some documentation on how the JSON requests > to and > from the iphone-handler is it would really make my work easier. > Since I already use JSON queries it would be easy to rewrite the few > lines > of code to use the iphone-handler instead. > > Vennlig hilsen - Best regards - Saludos Cordiales > > Erling Lothe > IT Consultant > Adell Group AS > > Phone: +47 52003565 / +47 91831658 > Email: el(a)adell.no > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of > Jos Vos > Sent: 11. august 2010 17:04 > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Source for Iphone Application > > Hi, > > On Wed, Aug 11, 2010 at 04:27:03PM +0200, Michiel Beijen wrote: > >> The iPhone app is not written in Perl, as that is not supported on >> the >> iPhone. The iPhone app sends JSON queries to the OTRS iPhone handle, >> which is server-side, and is written in Perl just as the rest of the >> OTRS platform. >> >> I'm not involved with the iPhone app, but I do know there is a reason >> that the iPhone source code is NOT AGPL licensed, and not publicly >> available. All our source code is AGPL licensed, and available, >> including the iPhone handle that should be installed server-side, >> except for the iPhone app. I'll see if I can get more explanation for >> you. > > What are the plans for an Android version? > > Android or (or otherwise will be soon) more popular in the "open > community" than the closed iPhone. > > Thanks, > > -- > -- Jos Vos <jos(a)xos.nl> > -- X/OS Experts in Open Systems BV | Phone: +31 20 6938364 > -- Amsterdam, The Netherlands | Fax: +31 20 6948204 > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > --------------------------------------------------------------------- > 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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Making OTRS' 'Ticket follow up notification' smarter to avoid duplicate emails?
by Mark Shepard 22 Jun '11

22 Jun '11

All - We have an interesting scenario that is presenting itself, and am curious if anyone has any thoughts on how we can resolve it (currently running 3.0.6): 1. Agent1 (agent1(a)company.com<mailto:agent1@company.com>) has 'Ticket follow up notification' set to 'Yes'. 2. Agent1 is subscribed to the 'Issues' queue. 3. Agent1 creates a Phone Ticket in OTRS in the 'Issues' queue and submits the ticket. 4. Agent1 then creates a thread in Outlook (instead of OTRS) and Cc's both the configured OTRS email address (otrs(a)company.com)<mailto:otrs@company.com)> as well as other stakeholders required for troubleshooting. 5. As soon as Agent1 hits send in Outlook, Agent1 immediately receives an email from OTRS indicating they have a follow up - even though they sent the email (since Agent1 is subscribed to the 'Issues' queue and has 'Ticket follow up notification' enabled). 6. Likewise, as soon as anyone on the thread sends a response, Agent1 gets two emails -- an email from the existing email thread as well as an email from OTRS indicating a follow-up is available. Is there a way to configure OTRS to not email those subscribed to a queue if their email address is already contained in either the To or Cc fields? Thanks, Mark

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Permission denied errors on index.pl in admin section
by Jefferson Davis 03 Jun '11

03 Jun '11

Various items will not allow access any longer since migrating to 3.0.x, I've run the otrs.SetPermissions script multiple times, no joy. No problems getting at sysconfig, but editing/deleting queues, responses, etc are blocked with " You don't have permission to access /otrs/index.pl on this server." Interestingly I AM able to add new, just can;t edit or delete. WTH? I now have an issue with new ticket notifications being duplicated. Where else can I look? We are running/forcing to https via apache redirect, if thaht's germain, though I've also tried it in http and same results, so I am kind of discounting THAT as the issue. I'm somewhat open to doing a fresh install, migrating only the agent and customer LDAP stanzas from my 2.x config, but would prefer to NOT go through that effort if possible. Checked the DB permissins as well, the otrs user has full rights to the entire DB. apache error logs have been inconclusive. I really like this system but upgrading/moving it could be easier. -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 ext 120 (office) 661.392.0681 (fax) http://district.standard.k12.ca.us

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Re: [otrs] Always CC addresses
by Charles 01 Jun '11

01 Jun '11

> Date: Sun, 29 May 2011 13:17:56 +0300 > From: Muhammad El-Sergani<msergani(a)gmail.com> > Subject: Re: [otrs] Always CC addresses > To: "User questions and discussions about OTRS."<otrs(a)otrs.org> > Message-ID:<BANLkTi=G=1Ny_6YTTXCRq_TTPTENo2JZHg(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > Any thoughts? No one? > > Thanks and Best Regards, > Muhammad El-Sergani. otrs/index.pl?Action=AdminSysConfig;Subaction=Edit;SysConfigSubGroup=Core%3A%3ASendmail;SysConfigGroup=Framework and scroll down to SendmailBcc where it says "Sends all outgoing email via bcc to the specified address. Please use this only for backup reasons".

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ITSM:Change, filter changes based on group-belongings
by niklas.johansson＠knowit.se 31 May '11

31 May '11

Hello! I would like to configure so agents belonging to one group can see only changes that belongs to that group. Now, alla agents with itsm-change-privilege can see all changes. Since I am setting up a multi-company solution this is of course not good since one company should not see another company's changes. Pretty much a dead-end if I cannot fix this. How do I configure so one group's change-agents can see only that group's changes? Of course, the change-groups coming with the ITSM module should not be used for filtering the changes since they are shared between all groups, but they are of course still needed since they give access to the change-module. Help would be greatly appreciated since this is a showstopper! Thanks! /Niklas

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Re: [otrs] Ticket - field Time units (work units)
by Sergio 30 May '11

30 May '11

Leonardo, thank you. Sergio Hello Sergio It's on Ticket -> Frontend::Agent Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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