May 2011 - otrs - OTRS mailing lists

Customer Phone
by Dave Wojciechowski 26 May '11

26 May '11

I'm looking at the sys config trying to find all the placed to make modifications to to make reference to customer phone (a customer calling in) to state something other than a customer calling in. IE we use customer phone for tickets we open internally (manually) for a customer, really trying to get the wording that they called in removed. Disclaimer: This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message. Any disclosure, copying, or distribution of this message, or taking any action based on it is strictly prohibited.

1 0

Can't locate DBI.pm in @INC
by Xiaoxing Meng 25 May '11

25 May '11

Hello, After I lanched the installing page of OTRS, I got this error. I checked that I have well installed DBI and other pakages. I can't figure out this problem. Any help will be appreciated. Best regards, Xiaoxing Software error: Can't locate DBI.pm in @INC (@INC contains: /opt/otrs/bin/Custom /opt/otrs/bin/Kernel/cpan-lib /opt/otrs/bin /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib /opt/otrs/bin/cgi-bin/../.. /usr/local/perl/lib/5.10.0/i686-linux /usr/local/perl/lib/5.10.0 /usr/local/perl/lib/site_perl/5.10.0/i686-linux /usr/local/perl/lib/site_perl/5.10.0 .) at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 17. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 17. Compilation failed in require at /opt/otrs/bin/cgi-bin/../../Kernel/System/Web/InterfaceInstaller.pm line 27. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/../../Kernel/System/Web/InterfaceInstaller.pm line 27. Compilation failed in require at /opt/otrs/bin/cgi-bin/installer.pl line 39. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/installer.pl line 39. For help, please send mail to the webmaster (webmaster@localhost<mailto:webmaster@localhost>), giving this error message and the time and date of the error.

3 4

"Email sent on behalf of"
by Muhammad El-Sergani 25 May '11

25 May '11

Hello all, Is it possible to make OTRS place in the FROM header "<AGENT_NAME> on behalf of ABC Company"? And make that <AGENT_NAME> be the actual sending agent? Thanks and Best Regards, Muhammad El-Sergani.

2 2

apt-get dist-upgrade lenny squeeze
by thierry bouillon 25 May '11

25 May '11

Hello when i use dist-upgrade in order to pass lenny - > squeeze otrs 2.2.7 -> 2.4.9 can't do correctly. I a problem with the table ticket when i restore this table, the ticket isn't present regards

4 5

Old accounts - customer users and users
by LQ Marshall 23 May '11

23 May '11

I understand that you can invalidate old accounts as deleting them creates a number of issues. However as the number grows there become a practical limit to having a gross of invalid accounts (Doesn't it?) What problems could be expected should I edit and existing account for a new user? As I understand the design the existing account details will remain as the account details are stored in the article/job/ticket tables? Will this allow the new user to "see" old unassociated tickets? Appreciate your thoughts and comments. L.Q. Marshall

2 1

Ticket state: "testing", state type: "open"
by Marius Vaitiekunas 23 May '11

23 May '11

Hello, I have created the following ticket state via State management in Admin: Name: testing State type: open When I set a ticket state to "testing" it is not shown together with open tickets, but with closed tickets instead in both customer and agent interfaces. What am I doing wrong? Could it be some bug? Thank Tou for help. -- mv

1 1

Need TicketID errors after full disk
by Tiemen Ruiten 23 May '11

23 May '11

Hello, The filesystem our OTRS-installation is running on filled up completely this Friday and unfortunately, since I was away for a long weekend, this was only noticed on Monday. The server had a hard reboot (argh), possibly leaving the mysql-database in an inconsistent state. Anyway I'm now getting these errors: [Tue May 17 12:31:19 2011][Error] [Kernel::System::User::GetUserData][150] Need User or UserID! [Tue May 17 12:31:19 2011][Error][Kernel::System::Queue::GetStandardResponses][249] Got no StandardResponseID or QueueID! [Tue May 17 12:31:19 2011][Error][Kernel::System::Ticket::TicketPermission][3198] Need TicketID! [Tue May 17 12:31:19 2011][Error][Kernel::System::Ticket::TicketPermission][3198] Need TicketID! [Tue May 17 12:31:19 2011][Error][Kernel::System::Ticket::TicketPermission][3198] Need TicketID! [Tue May 17 12:31:19 2011][Error][Kernel::System::Ticket::TicketPermission][3198] Need TicketID! [Tue May 17 12:31:19 2011][Error][Kernel::System::Ticket::TicketFlagGet][7530] Need TicketID! [Tue May 17 12:31:19 2011][Error][Kernel::Output::HTML::ArticleCheckPGP::new][38] Need ArticleID! [Tue May 17 12:31:19 2011][Error][Kernel::Output::HTML::ArticleCheckSMIME::new][38] Need ArticleID! [Tue May 17 12:31:19 2011][Error][Kernel::System::Ticket::Article::ArticleGet][1644] No such article for TicketID (69632)! Can someone give me some pointers on what the best course of action might be? Tiemen

3 3

Auth LDAP but erro in customer backend
by Leonardo Couto 20 May '11

20 May '11

Hello everybody, I'm new user in the system otrs and am really enjoying its features, I'm on a project and think it will deploy the company in otrs where I manage computer systems and computer networks. Well my problem is: I set up the customers to be able to log in using the database ldap but when I try login with my ldap user I get the following error: "Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator." Someone have some a idea to solution this problem? Thank, Leonardo Conrado.

3 3

Re-2: Re-2: Service Option missing on new tickets - customer.pl
by Stefan Bauer 20 May '11

20 May '11

Thanks for your answer. Problem still persists. All service already had been checked. Any other ideas? Stefan processed by David.fx Subject: Re: [otrs] Re-2: Service Option missing on new tickets - customer.pl (19-Mai-2011 16:22) From: James Roman <james.roman(a)ssaihq.com> To: stefan.bauer(a)odu.de In the Admin Interface, under Customer management, select Customers <-> Services. Click the Edit default services button. On 05/19/2011 10:08 AM, Stefan Bauer wrote: How to do this? I'm having serious problems to figure out the correct places to make such configuration changes. Thanks Stefan Original Message processed by David.fx Subject: Re: [otrs] Service Option missing on new tickets - customer.pl (19-Mai-2011 14:52) From: James Roman <james.roman(a)ssaihq.com> To: stefan.bauer(a)odu.de Did you assign the services to the customers, either individually or as the default for all customers? On 05/19/2011 06:03 AM, Stefan Bauer wrote: Hi folks, we just moved from otrs 2.4 to current 3.0. Unfortunately at the customer.pl site, we're now missing the field Service. I see all of our 50 services in the Service-Tab in index.pl. All of our services are marked valid as well. Any ideas are greatly appreciated. thanks stefan --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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

1 0

Re-2: Service Option missing on new tickets - customer.pl
by Stefan Bauer 19 May '11

19 May '11

How to do this? I'm having serious problems to figure out the correct places to make such configuration changes. Thanks Stefan processed by David.fx Subject: Re: [otrs] Service Option missing on new tickets - customer.pl (19-Mai-2011 14:52) From: James Roman <james.roman(a)ssaihq.com> To: stefan.bauer(a)odu.de Did you assign the services to the customers, either individually or as the default for all customers? On 05/19/2011 06:03 AM, Stefan Bauer wrote: Hi folks, we just moved from otrs 2.4 to current 3.0. Unfortunately at the customer.pl site, we're now missing the field Service. I see all of our 50 services in the Service-Tab in index.pl. All of our services are marked valid as well. Any ideas are greatly appreciated. thanks stefan --------------------------------------------------------------------- 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

2 1