May 2011 - otrs - OTRS mailing lists

Challenge... Add queues in Dashboard
by Muhammad El-Sergani 05 May '11

05 May '11

Hi all, I was hoping if smeone could help out with the following: We need queues to be apparent in the Open Tickets dashlet. So instead of having just Open tickets, regardless which queue they belong to, we would like to have something similar to the QueueView on the dashboard. Can anyone help with that? That would be very much appreciated. -- Thanks and Best Regards, Muhammad El-Sergani.

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: [otrs ITSM] non-ASCII characters into Change description_plain field
by Stefano Boccanera 05 May '11

05 May '11

Hi I'm currently running OTRS 3.0.7 and ITSM 3.0.2 on Fedora system and postgres rdbms. Every layer (OTRS, SO, RDBMS) is configured with utf-8 charset. OTRS has the rich text feature enabled. During a test activity regarding a tactical solution to produce a report about ITSM Change, I found some ill formed plain text into every description_plain field where all italian vocals with grave (è,ò,à,ì, ...) was converted into a double character: example è (xe8) was converted into xc2+xa8. I take the data from OTRS, generating a csv file using the Change Search option of ITSM. This conversion, broke the report software (also UTF-8 complaint) and I solve the problem, pre-processing the csv data, and cleaning the ill formed characters with a substitution. Now I'd like to avoid further similar problem, asking if there is some definitive fix available or where I have to investigate about the problem ? Following the processing thread, I supsect the problem could be arise into the HTMLUtils module, is my assumption correct ? Any help or suggestion would be very appreciated regards -- * Stefano Boccanera*

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Can not add attachements to a note
by Markus Moj 05 May '11

05 May '11

Hi there, I have a serious problem. When I want to add an attachment to a note I am writing the attachment is not uploaded to the server. The Pop up which is open by OTRS 3.0.7 with ITSM is still there but the logs show the following. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu May 5 08:16:06 2011 Message: Need Filename! Traceback (13108): Module: Kernel::System::Web::UploadCache::DB::FormIDAddFile (v1.24) Line: 68 Module: Kernel::System::Web::UploadCache::FormIDAddFile (v1.22) Line: 153 Module: Kernel::Modules::AgentTicketActionCommon::Run (v-1, set by base.pm) Line: 387 Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Can anybody help me out to fix this problem? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 DE-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: mmoj(a)timocom.com Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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PHP and SOAP
by Aleksander Walesa 04 May '11

04 May '11

Hi All, I'm struggling with SOAP from PHP. I've interface set up and can access API. But when I run this script (to display single ticket data): <?php $user = "soap_user"; $pass = "soap_password"; $url = "http://192.168.9.149/otrs/rpc.pl"; $soapclient = new SoapClient(null, array('location' => $url, 'uri' => "Core", 'trace' => 1, 'login' => $user, 'password' => $pass, 'style' => SOAP_RPC, 'use' => SOAP_ENCODED)); $ticket = $soapclient->__soapCall("Dispatch", array($user, $pass, "TicketObject", "TicketGet","TicketID","30","UserID","1")); var_dump($ticket); ?> I'm getting such output: array(146) { ["s-gensym1194"]=> string(3) "Age" ["s-gensym1196"]=> int(52802585) ["s-gensym1198"]=> string(10) "PriorityID" ["s-gensym1200"]=> int(3) ["s-gensym1202"]=> string(9) "ServiceID" ["s-gensym1204"]=> string(0) "" ["s-gensym1206"]=> string(16) "TicketFreeText11" ["s-gensym1208"]=> string(0) "" ["s-gensym1210"]=> string(15) "TicketFreeTime4" ["s-gensym1212"]=> string(0) "" ["s-gensym1214"]=> string(15) "TicketFreeTime1" ["s-gensym1216"]=> string(0) "" ["s-gensym1218"]=> string(15) "TicketFreeText6" ["s-gensym1220"]=> string(0) "" ["s-gensym1222"]=> string(7) "StateID" ["s-gensym1224"]=> int(2) ["s-gensym1226"]=> string(15) "TicketFreeTime5" ["s-gensym1228"]=> string(0) "" ["s-gensym1230"]=> string(14) "EscalationTime" ["s-gensym1232"]=> int(0) ["s-gensym1234"]=> string(15) "TicketFreeTime6" ["s-gensym1236"]=> string(0) "" ["s-gensym1238"]=> string(14) "TicketFreeKey9" ["s-gensym1240"]=> string(0) "" ["s-gensym1242"]=> string(7) "OwnerID" ["s-gensym1244"]=> int(4) ["s-gensym1246"]=> string(7) "Changed" ["s-gensym1248"]=> string(19) "2009-08-31 10:43:54" ["s-gensym1250"]=> string(5) "Owner" ["s-gensym1252"]=> string(10) "lsmolinski" ["s-gensym1254"]=> string(15) "TicketFreeText7" ["s-gensym1256"]=> string(0) "" ["s-gensym1258"]=> string(15) "TicketFreeKey11" ["s-gensym1260"]=> string(0) "" ["s-gensym1262"]=> string(7) "Created" ["s-gensym1264"]=> string(19) "2009-08-31 10:43:52" ["s-gensym1266"]=> string(15) "TicketFreeText4" ["s-gensym1268"]=> string(0) "" ["s-gensym1270"]=> string(7) "QueueID" ["s-gensym1272"]=> int(4) ["s-gensym1274"]=> string(15) "TicketFreeText2" ["s-gensym1276"]=> string(0) "" ["s-gensym1278"]=> string(14) "TicketFreeKey6" ["s-gensym1280"]=> string(0) "" ["s-gensym1282"]=> string(8) "TicketID" ["s-gensym1284"]=> int(30) ["s-gensym1286"]=> string(14) "TicketFreeKey5" ["s-gensym1288"]=> string(0) "" ["s-gensym1290"]=> string(16) "TicketFreeText12" ["s-gensym1292"]=> string(0) "" ["s-gensym1294"]=> string(22) "EscalationResponseTime" ["s-gensym1296"]=> int(0) ["s-gensym1298"]=> string(13) "UnlockTimeout" ["s-gensym1300"]=> int(1251708234) ["s-gensym1302"]=> string(15) "TicketFreeTime3" ["s-gensym1304"]=> string(0) "" ["s-gensym1306"]=> string(11) "ArchiveFlag" ["s-gensym1308"]=> string(1) "n" ["s-gensym1310"]=> string(15) "TicketFreeText3" ["s-gensym1312"]=> string(0) "" ["s-gensym1314"]=> string(14) "CustomerUserID" ["s-gensym1316"]=> NULL ["s-gensym1318"]=> string(15) "TicketFreeText8" ["s-gensym1320"]=> string(0) "" ["s-gensym1322"]=> string(15) "TicketFreeText9" ["s-gensym1324"]=> string(0) "" ["s-gensym1326"]=> string(4) "Type" ["s-gensym1328"]=> string(7) "Problem" ["s-gensym1330"]=> string(14) "TicketFreeKey7" ["s-gensym1332"]=> string(0) "" ["s-gensym1334"]=> string(11) "Responsible" ["s-gensym1336"]=> string(10) "lsmolinski" ["s-gensym1338"]=> string(16) "TicketFreeText10" ["s-gensym1340"]=> string(0) "" ["s-gensym1342"]=> string(13) "ResponsibleID" ["s-gensym1344"]=> int(4) ["s-gensym1346"]=> string(15) "TicketFreeKey16" ["s-gensym1348"]=> string(0) "" ["s-gensym1350"]=> string(14) "TicketFreeKey3" ["s-gensym1352"]=> string(0) "" ["s-gensym1354"]=> string(19) "RealTillTimeNotUsed" ["s-gensym1356"]=> int(0) ["s-gensym1358"]=> string(7) "GroupID" ["s-gensym1360"]=> int(7) ["s-gensym1362"]=> string(15) "TicketFreeKey13" ["s-gensym1364"]=> string(0) "" ["s-gensym1366"]=> string(10) "CustomerID" ["s-gensym1368"]=> NULL ["s-gensym1370"]=> string(14) "TicketFreeKey1" ["s-gensym1372"]=> string(0) "" ["s-gensym1374"]=> string(6) "TypeID" ["s-gensym1376"]=> int(1) ["s-gensym1378"]=> string(8) "Priority" ["s-gensym1380"]=> string(8) "3 normal" ["s-gensym1382"]=> string(15) "TicketFreeKey12" ["s-gensym1384"]=> string(12) "MasterTicket" ["s-gensym1386"]=> string(15) "TicketFreeKey10" ["s-gensym1388"]=> string(0) "" ["s-gensym1390"]=> string(14) "TicketFreeKey8" ["s-gensym1392"]=> string(0) "" ["s-gensym1394"]=> string(9) "UntilTime" ["s-gensym1396"]=> int(0) ["s-gensym1398"]=> string(15) "TicketFreeText1" ["s-gensym1400"]=> string(0) "" ["s-gensym1402"]=> string(20) "EscalationUpdateTime" ["s-gensym1404"]=> int(0) ["s-gensym1406"]=> string(15) "TicketFreeTime2" ["s-gensym1408"]=> string(0) "" ["s-gensym1410"]=> string(5) "Queue" ["s-gensym1412"]=> string(7) "IT::KIG" ["s-gensym1414"]=> string(16) "TicketFreeText13" ["s-gensym1416"]=> string(0) "" ["s-gensym1418"]=> string(5) "State" ["s-gensym1420"]=> string(17) "closed successful" ["s-gensym1422"]=> string(5) "Title" ["s-gensym1424"]=> string(39) "Awaria sieci bezprzewodowej na serwisie" ["s-gensym1426"]=> string(15) "TicketFreeText5" ["s-gensym1428"]=> string(0) "" ["s-gensym1430"]=> string(16) "TicketFreeText15" ["s-gensym1432"]=> string(0) "" ["s-gensym1434"]=> string(16) "TicketFreeText14" ["s-gensym1436"]=> string(0) "" ["s-gensym1438"]=> string(9) "StateType" ["s-gensym1440"]=> string(6) "closed" ["s-gensym1442"]=> string(22) "EscalationSolutionTime" ["s-gensym1444"]=> int(0) ["s-gensym1446"]=> string(6) "LockID" ["s-gensym1448"]=> int(1) ["s-gensym1450"]=> string(14) "TicketFreeKey2" ["s-gensym1452"]=> string(0) "" ["s-gensym1454"]=> string(12) "TicketNumber" ["s-gensym1456"]=> float(2.0090831100001E+15) ["s-gensym1458"]=> string(15) "TicketFreeKey14" ["s-gensym1460"]=> string(0) "" ["s-gensym1462"]=> string(4) "Lock" ["s-gensym1464"]=> string(6) "unlock" ["s-gensym1466"]=> string(14) "CreateTimeUnix" ["s-gensym1468"]=> int(1251708232) ["s-gensym1470"]=> string(14) "TicketFreeKey4" ["s-gensym1472"]=> string(0) "" ["s-gensym1474"]=> string(5) "SLAID" ["s-gensym1476"]=> string(0) "" ["s-gensym1478"]=> string(15) "TicketFreeKey15" ["s-gensym1480"]=> string(0) "" ["s-gensym1482"]=> string(16) "TicketFreeText16" ["s-gensym1484"]=> string(0) "" } oand of course cannot access any data from such array. Could you please help what's going on? Best Regards, Aleksander

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Remove custom themes from customer interface
by niklas.johansson＠knowit.se 04 May '11

04 May '11

Hello! I am using OTRS:ITSM 3.0.1. When accessing the customer interface the page is using a custom theme I have creating qute some time ago and when I had OTRS 2.4 installed. I don't want to use this custom interface anymore. I did try to remove the actual directory and files with my custom them, but then I got error that the directory couldn't be found. I did restore it so it works again. Then I tried to configure so the Standard theme was used. All settings I could find was configured to use the standard setting already. Framework::Core::Deafaultscheme = Standard Framework::Core::Web::Frontend::Shemes = Lite/0, Standard/1 That's all I could find. What I would like to know is 1. How do I remove a custom theme, including deleting the directory with the custome files? 2. How do I configure a different theme for the customer interface? I did just rename the files to a "none-otrs-standard" name. Then it seems to work fine. OTRS is looking for the original files if the custom directory doesn't have one. But deleting the directory was a bit too much as mentioned above. But still, I would like to know about point 1 and 2 above. Thanks in advance!

1 0

ITSM : add service to existing ticket
by Mikael Kermorgant 04 May '11

04 May '11

Hello, I'm testing otrs 3.0.7 with itsm 3.0.2. I've setup : * a service * an associated SLA * a customer associated to the service When the customer logs in on the otrs/customer.pl web interface, he can create a ticket and choose the service BUT, when the client sends an email, the agent cannot associate the created ticket to the service (or I've missed where it can be done). Does that seem normal ? Regards, -- Mikael Kermorgant

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close/remove MANY of tickets after joe-job
by Matus UHLAR - fantomas 03 May '11

03 May '11

Hello, last week we got joe-jobbed and now we have some hundreds of "mail is not deliverable" tickets sittting in (mostly Raw) queue. Is there a possibility to close or remove them all? While they can't be identified by one rule (maybe a few rules), can I search through open tickets, select and close them all? I also can find all the notifications that created those tickets, can some process could match the mail with created tickets and close them automatically? We are running ITSM 1.2.3 (otrs 2.3.4). -- 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. I drive way too fast to worry about cholesterol.

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ITSM change management and linking tickets
by Robert Butler 03 May '11

03 May '11

I sent this to the ITSM group several weeks ago, but found no response, so I'm forwarding here. Is there a significance to linking tickets to changes or workorders other than reference? I don't see how I can create a condition based upon a ticket state.

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Invalid Content-Type in Mime-Part
by Christian Haase 03 May '11

03 May '11

Hi, we have a problem in OTRS 3.0.7 on replying to HTML-Messages with inline Images. This is the mime information in a mail from a customer: Content-Type: image/png; name="image001.png" Content-Transfer-Encoding: base64 Content-ID: <image001.png(a)01CC0171.2C833660> Content-Description: image001.png Content-Location: image001.png When replying to this message (empty template) the image will be copied to the quote, but the mime information of the copied image is changed to this: Content-Type: image/png; name="image001.png"; name="image001.png" Content-Disposition: inline; filename="image001.png" Content-Transfer-Encoding: base64 Content-ID: <image001.png(a)01CC0171.2C833660> In some cases the doubled name causes problems on some clients (Lotus Notes) and some junk filters (CleanMail) of our customers. Can somebody confirm this behavior? Have somebody an idea about this? Thanks, Christian -- ifu Hamburg - material flows and software ifu Hamburg GmbH Max-Brauer-Allee 50, 22765 Hamburg, Germany Managing Director: Jan Hedemann, Commercial Register: Hamburg, HRB 52629 www.ifu.com - www.umberto.de - www.sabento.com - www.e-sankey.com

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Generate stats with graph from command line
by Ionel GARDAIS 02 May '11

02 May '11

Hi, I'm trying to automate the creation of stats. I'd like to send, via email, an image of the stat : it works through the web interface but not by command line. What is wrong with : $ /opt/otrs/bin/otrs.GenerateStats.pl -n 10012 -r <dest_email> -m "OTRS stats" -p 'Format=GD::Graph::linespoints&GraphSize=1200x800' I get a CSV. If I add "-f Print", I get a PDF with the table inside. Thanks, Ionel -- Ionel GARDAIS Tech'Advantage CIO - IT Team manager

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