June 2011 - otrs - OTRS mailing lists

Query for retrieving notes for a ticket
by Alexandru Cioropina 30 Jun '11

30 Jun '11

Hey. First of all, I'm new here, so I apologize in advance if my question has already an answer. So, basically, here's the fact: the company I work in would like a report to reveal all the notes that were created regarding a ticket. I couldn't find anything like it in OTRS, so I went to another reporting tool and I ended up with this query: SELECT ticket.tn, COUNT(ticket_history.history_type_id) AS '# of Notes' FROM ticket_history LEFT JOIN ticket ON (ticket_history.ticket_id = ticket.id) WHERE ticket_history.history_type_id = 15 AND ticket_history.create_time BETWEEN startDate AND endDate GROUP BY ticket.id; It's part of a procedure, so that's why I have a startDate and an endDate. My question is if anyone of you guys know what history_type_id's are used when adding a note. Thank you very much in advance.

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Re: [otrs] : error executing the otrs.ITSMChangeDelete.pl procedure (SOLVED)
by Stefano Boccanera 30 Jun '11

30 Jun '11

Hi I'm solved the problem. The new BIDateChecksum (a modified copy of DateChecksum) had the old package definition: package Kernel::System::ITSMChange::Number::DateChecksum I modified the definition into package Kernel::System::ITSMChange::Number::BIDateChecksum and now all works fine. Sorry for my mistake ... stefano boccanera 2011/6/30 Stefano Boccanera <sboccanera(a)gmail.com> > Hi > > I catched following error using the otrs.ITSMChangeDelete.pl (the real > procedure that output the error is otrs.ITSMChangesCheck.pl) - (OTRS > 3.0.8, ITSM 3.0.3) > > Can't locate package Kernel::System::ITSMChange::Number::BIDateChecksum for > @Kernel::System::ITSMChange::ISA at /opt/otrs/Kernel/System/ITSMChange.pm > line 101. > > depite the errors the changes I want to delete are really deleted. > > BIDateChecksum module is a custom module that creates a custom Change id > string. It works fine and the module is into the right directory > Kernel/System/ITSMChange/Numbers > > what's the problem ? > > best regards > > -- > * > Stefano Boccanera* > > -- * Stefano Boccanera*

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ConfigItem access with SOAP
by Christoph Ohliger 30 Jun '11

30 Jun '11

Hi, its a ITSM related question but I got no answer at the ITSM list, so maybe anyone within this list has tried to develope with SOAP. There was a thread last year "[itsm] Create a ConfigItem by using the SOAP interface / rpc.pl <http://lists.otrs.org/pipermail/itsm/2010-May/000809.html>", where Udo stated that its currently not possible. I would like to know if anyone has realized access to the ITSM stuff via SOAP or if its still not possible ? We are trying to realize ticket creation with relationship to our assets (for example rooms) and need to read/extract the ConfigItem list. Maybe the new generic interface will provide something in this direction, but haven?t seen any details for this. regards Christoph

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: error executing the otrs.ITSMChangeDelete.pl procedure
by Stefano Boccanera 30 Jun '11

30 Jun '11

Hi I catched following error using the otrs.ITSMChangeDelete.pl (the real procedure that output the error is otrs.ITSMChangesCheck.pl) - (OTRS 3.0.8, ITSM 3.0.3) Can't locate package Kernel::System::ITSMChange::Number::BIDateChecksum for @Kernel::System::ITSMChange::ISA at /opt/otrs/Kernel/System/ITSMChange.pm line 101. depite the errors the changes I want to delete are really deleted. BIDateChecksum module is a custom module that creates a custom Change id string. It works fine and the module is into the right directory Kernel/System/ITSMChange/Numbers what's the problem ? best regards -- * Stefano Boccanera*

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Re: [otrs] ITSM:CMDB question
by Danail Petrov 29 Jun '11

29 Jun '11

Hello again, I just wanted to tell you guys that I've found the solution for that. I'm going to copy->paste it (should someone need it). Very special thanks to Damjan Lepceski, who helped me with that! The snipped bellow is what I received as a solution from Damjan: If I understood correctly, you need to add custom field within the CMDB classes (i.e. AssetID for Computer/Network/Software etc.). This is manageable through Admin panel => Config Item => (Here you choose the class you want to edit) => Then click `Change Class Definition` On the right-hand side you can see the Class Definition describing all class `fields`. Here, you can define your own custom field the same way the other fields are defined. For example you can add: { Key => 'AssetID', Name => 'AssetID', Searchable => 1, Input => { Type => 'Text', Size => 50, MaxLength => 100, }, }, After this, submit the changes and do the same for every existing class (assuming you need the custom field included in all classes). Now, try to open and edit some Config Item from the CMDB menu and you can see the new text field (the config item should belong to the modified class obviously :) ). As for the search feature, there is no way around selecting the class first. But once you modify the class definition, in the search box for the selected class you can chose your custom field (AssetID in you case) from the dropdown menu and get all ConfigItems which match your AssetID. The other way is through Statistics menu, just chose `Add` and creating the report criteria is pretty self-explanatory. Hope that helped, Damjan From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Danail Petrov Sent: Monday, June 27, 2011 1:51 PM To: otrs(a)otrs.org Subject: [otrs] ITSM:CMDB question Hello folks, Long time no see ;) I'm here with another question, this time it's about the CMDB module. I have some ideas yet I can't find a way to realize these using OTRS. My question is: Is it somehow possible to add custom field to all kind of CI (configuration items/cmdb assets)? I want to create my own naming convention and be able to use it in OTRS. For instance - We are currently using the following asset management naming convention: CustomerID - POP - DeviceType - UID 001 - 001 - 02 - 00001 So basically I need to have an option to fill this information within a custom label (let's say an AssetID for example). Also I would need an option to search by this Id within the CMDB. For example, if I receive a call from customer with inquiry "Hey, we have a problem with assetId is 12-22-1-0013 - the lights doesn't blinking" - I must have an option to search directly for this assetId - without specifying whether if it's a Switch, Router or PC - because I don't have this information. Do you think this is somehow possible? 10x in advance! Danail Petrov Managed Services Manager GSM: +359 879 686809 Office: + 359 2 970 45 74 Email: danail.petrov(a)telelink.com [ТЕЛЕЛИНК СЛУЖЕБНО] [BG] Съдържанието на това електронно съобщение е предназначено единствено за посочения получател. В случай, че не сте указания получател на това съобщение или негов оторизиран представител, използването, копирането, разпространението му или предприемането на действия, свързани с него е строго забранено. Ако сте получили това съобщение в резултат на техническа грешка, моля уведомете подателя и изтрийте съобщението от пощенската си кутия или всякакви други запаметяващи устройства. Електронните съобщения, разпространявани по Интернет, могат да бъдат променяни.Телелинк ЕАД не носи отговорност за модифицирани, променени или фалшифицирани съобщения. [EN] The contents of this e - mail are intended for the named addressee only.Unless you are the named addressee or an authorized designee, you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. Please notify the sender immediately if you have received this e - mail by mistake and delete it from your system. Messages, transported over the public Internet are susceptible to alteration. Telelink shall not be liable for the message if altered, changed or falsified.

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Reply to an email by Agent
by Muhammad El-Sergani 28 Jun '11

28 Jun '11

Dear all, There seems to be something wrong, when I reply to an email (from OTRS) that one other Agent wrote before me. The scenario goes as this: 1- Customer sends email 2- Agent replies 3- I (Agent) reply back to the Agent.. my intention is to follow up on what my colleague had just wrote earlier 4- In my email, the TO is set to the Customer (OK), and the CC is also as per the original email (OK)... but in my email body it says the following: ---- Message from Customer --- From: Customer To: Customer Cc: Original CC Subject: Re: Date: 2011-06-22 08:57:00 Agent email body. When it should show the following: ---- Message from Agent --- From: Agent To: Customer Cc: Original CC Subject: Re: Date: 2011-06-22 08:57:00 Agent email body. Any help with this? Thanks and Best Regards, Muhammad El-Sergani.

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A few agents get error "Magic number checking on storable string failed at ..\..\lib\Storable.pm"
by Hugh Kelley 27 Jun '11

27 Jun '11

This is specific to these (two) agents and follows them across browsers, computers, etc. The full exception is here (taken from PerlEx, though mod_perl does the same): Precompiler: Execute Error: Filename:[C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl] Package:[PerlEx::Precompiler::c_::otrs::otrs2d3_0_0::bin::cgi2dbin::index_pl] Params[] Magic number checking on storable string failed at ..\..\lib\Storable.pm (autosplit into ..\..\lib\auto\Storable\thaw.al) line 415, at ../..//Kernel/System/Cache/FileStorable.pm line 128 PerlEx: Error return: -1 I assume this is a corrupt user preference, but I can't find one in the table that looks bad. Any suggestions? We're on OTRS 3.0.3. Hugh

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ITSM:CMDB question
by Danail Petrov 27 Jun '11

27 Jun '11

Hello folks, Long time no see ;) I'm here with another question, this time it's about the CMDB module. I have some ideas yet I can't find a way to realize these using OTRS. My question is: Is it somehow possible to add custom field to all kind of CI (configuration items/cmdb assets)? I want to create my own naming convention and be able to use it in OTRS. For instance - We are currently using the following asset management naming convention: CustomerID - POP - DeviceType - UID 001 - 001 - 02 - 00001 So basically I need to have an option to fill this information within a custom label (let's say an AssetID for example). Also I would need an option to search by this Id within the CMDB. For example, if I receive a call from customer with inquiry "Hey, we have a problem with assetId is 12-22-1-0013 - the lights doesn't blinking" - I must have an option to search directly for this assetId - without specifying whether if it's a Switch, Router or PC - because I don't have this information. Do you think this is somehow possible? 10x in advance! Danail Petrov Managed Services Manager GSM: +359 879 686809 Office: + 359 2 970 45 74 Email: danail.petrov(a)telelink.com <mailto:danail.petrov@telelink.com> [ТЕЛЕЛИНК СЛУЖЕБНО] [BG] Съдържанието на това електронно съобщение е предназначено единствено за посочения получател. В случай, че не сте указания получател на това съобщение или негов оторизиран представител, използването, копирането, разпространението му или предприемането на действия, свързани с него е строго забранено. Ако сте получили това съобщение в резултат на техническа грешка, моля уведомете подателя и изтрийте съобщението от пощенската си кутия или всякакви други запаметяващи устройства. Електронните съобщения, разпространявани по Интернет, могат да бъдат променяни.Телелинк ЕАД не носи отговорност за модифицирани, променени или фалшифицирани съобщения. [EN] The contents of this e - mail are intended for the named addressee only.Unless you are the named addressee or an authorized designee, you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. Please notify the sender immediately if you have received this e - mail by mistake and delete it from your system. Messages, transported over the public Internet are susceptible to alteration. Telelink shall not be liable for the message if altered, changed or falsified.

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Announcement: solution to load Outlook contacts CSV into OTRS Address Book
by Charles 26 Jun '11

26 Jun '11

Hello :-) I've just posted a script and associated SQL to import data from an Outlook contacts format CSV file into an OTRS 3.0.8 Address Book as an entry in my blog at Linux Questions. The format was chosen because many email programs can export contacts in Outlook CSV format; the test file was generated by Google Mail. The link is (sorry about any wrapping): http://www.linuxquestions.org/questions/blog/catkin-444761/otrs-importing-a… I'm very new to OTRS so may not have done this the best way; comments and suggestions are invited. In particular the method may have created a large number of OTRS Customer logons as a side effect of populating the Address Book; if so, it would be great to learn a) how not to do so or, if that is not possible, how to disable them. Best Charles

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Problem with IE8 - 'CKEDITOR' is undefined
by Olivier Macchioni 24 Jun '11

24 Jun '11

Hello All, Some of my users are reporting an error with IE8 on OTRS 3.0.6 when trying to answer to a ticket: Détails de l’erreur de la page Web Agent utilisateur : Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 5.1; Trident/4.0; .NET CLR 1.1.4322; .NET CLR 2.0.50727; .NET CLR 3.0.4506.2152; .NET CLR 3.5.30729; .NET4.0C; .NET4.0E; InfoPath.1; MS-RTC LM 8) Horodateur : Thu, 23 Jun 2011 17:18:02 UTC Message : Expected ')' Ligne : 92 Caractère : 514 Code : 0 URI : https://otrs.xxx/js/thirdparty/ckeditor-3.4.2/ckeditor.js?sfgdata=+sfgRmlua… Message : 'CKEDITOR' is undefined Ligne : 384 Caractère : 1 Code : 0 URI : https://otrs.xxx/js/js-cache/CommonJS_30a5d10d2b06b0bad5a54bbd7fa35b7c.js?s… It's the first time we try to use OTRS with an IE client... and in this case we have no choice, it's impossible to change the browser used. Is it a known issue with a known workaround? Thanks, Olivier

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