June 2011 - otrs - OTRS mailing lists

Upgrade from 2.2.x to 3.0.8
by arnold＠ligtvoet.org 21 Jun '11

21 Jun '11

Hi, I'm currently upgrading a system from 2.2.7 to 3.0.8. When I run the mysql upgrade scripts automatically not all commands are executed, but if I run the commands manually then the database seems to update fine. The perl update scripts however generate a lot of errors (unknow column st.archive_flag and 'need id or name'). This is the upgrade from 2.2 to 2.3 running the DBUpdate-to-3.0.pl script. It seems the errors are related to the otrs/Kernel/System/Ticket.pm and DB.pm. These are of course version 3.0.8 already as I installed 3.0.8 on the new server. Should these files also be 2.3 or can I ignore the errors? In other words: when I upgrade the db over multiple versions do I also need to install the complete otrs versions or will running the upgrade scripts from the newest version work as well? It's a 14Gb database, so near impossible to manually check if all upgrades succeeded. Regards, Arnold.

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Send Survey to specific Ticket State
by Carlos Andrés Gallego Arboleda 20 Jun '11

20 Jun '11

Hi Team, Actually we have the tickets configured for all the agents close the tickets in the ticket state "Solved" and if the client don't feedback any comments after 2 days the tickets change to state "Closed" Both are a Closed StateType and both are sending a survey to our clientes, You can help me to configure for only send 1 survey when the ticket reach the solved state and not send it when reach Solved State. Regards. Carlos Gallego Colombia

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OTRS DB MyISAM vs InnoDB
by Carlos Andrés Gallego Arboleda 20 Jun '11

20 Jun '11

Hi everyone. Any comments about the administration of de DB on MySQL whit MyISAM or InnoDB. which of these are the best option? We have a DB more big than 4.1 GB and the application turn more slow. Our OS is OpenSuse 11.3

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Is it possible to hide the CUSTOMERS button?
by Charles 19 Jun '11

19 Jun '11

Hello :-) We are not using the Customers facility. Is it possible to suppress display of the CUSTOMERS button to give a cleaner interface for our agents? Best Charles

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Re: [otrs] Present queue associated with type in create ticker on the customer web
by niklas.johansson＠knowit.se 17 Jun '11

17 Jun '11

Leonardo, Thanks for your answer. I would like to use some kind of standard that works after upgrade. Murilo, Thanks for your answer as well. Is this considered to be a bug or is it just a feature that is not implemented? I did vote on your idea on Ideascale. Regards, Niklas

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Making changes to 'Manage Agent-Group Relations' stick
by Ned Schumann 16 Jun '11

16 Jun '11

I have just added support staff profiles and their usernames are showing up as expected in the Manage Agent-Group Relations window for the Group 'users'. In the Change Agent Relations for Group 'users', all of the Agent relations boxes are checked, including both RO and RW. When I uncheck the RO box, all the RO boxes in that column uncheck as expected. After clicking 'Submit' then re-opening the 'users' Group selector in the same Manage Agent-Group Relations window, I see that the RO boxes are once again all selected. How do I get the changes that I make in the Manage Agent-Group Relations window to stick? With thanks, ned

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Access to Owner and Responsible in Phone and Email tickets
by Ned Schumann 16 Jun '11

16 Jun '11

In a 3.0.x system we'd like to assign Owner and Responsible when creating Phone and Email tickets. Both those options only offer '-' as options despite Users with 'rw' permission for the 'From queue'. Please point to documentation that explains how to do this. With thanks, ned

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Present queue associated with type in create ticker on the customer web
by niklas.johansson＠knowit.se 15 Jun '11

15 Jun '11

Hello! I have been struggling with this problem for a long time now, getting poor response. I wonder if it is possible at all. When the user selects a type, the queues I want to associate with that type should be presented. In the customer create ticket, I have managed to hide all queues removing everything in properties like this: $Self->{TicketAcl}->{'ACL-hide-queues'} = { Properties => { //Empty }, # hide the queues's for types PossibleNot => {Ticket => { Queue => ['[RegExp]^*'] }, }, }; Then, when the user selects a type, the queues I want to associate with that type should be presented. But I cannot present the queues I would like to after the type is selected. Below is the code where I'm trying to get this to work, without success. If I remove the row I have marked with "#This has no effect", the queue is always visible. Hence, I assume that the problem is with the matching properties in some way. $Self->{TicketAcl}->{'ACL-show-change-queu-for-rfc'} = { Properties => {Frontend => {Action => ['CustomerTicketMessage']}, Type => { Name => ['RfC'],}, #This has no effect }, Possible => { Ticket => { Queue => ['Change Queue Several Nines'] }, }, }; I have also tried removing "Frontend => {Action => ['CustomerTicketMessage']},". Also, I tried "Ticket" instead of "Type". Is this possible at all and if it is, then how? If not, don't hesitate if you feel like explaining why. Thanks!

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Re: [otrs] ??: why is the split function always giving a phone ticket
by Martignier, Philippe 15 Jun '11

15 Jun '11

Gerard, I can understand your guess, but then we are wrong with phone stats calls ... I think they should implement a new type like "split ticket" so that we know it is a ticket that was splitted ... but phone ticket when coming from an email ticket doesn't make any sense ... Any way to change that via the sysconfig? Any help welcome, Thanks, Philippe 2. Re: ??: why is the split function always giving a phone ticket (Gerald Young) Message: 2 Date: Fri, 10 Jun 2011 10:28:56 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] ??: why is the split function always giving a phone ticket To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <BANLkTinty4F=3cQnkS4QjCuVwB8U4S_=AA(a)mail.gmail.com> Content-Type: text/plain; charset="gb2312" My guess is that: a) a ticket type had to be chosen to create the ticket, and it's coding-wise easier to set a ticket type than to guess/pass the ticket type. and b) a split ticket didn't come from the customer, it was initiated by an agent. As a ticket that did not originate via email, phone makes sense as the only other option. (hypothesis based upon programming logic, not workflow logic.) On Fri, Jun 10, 2011 at 4:59 AM, martinliu_cn <martinliu_cn(a)163.com> wrote: > ** > I have same idea with Philippe. > > Phone ticket sould be just a source of ticket. > No matter any difference of source, ticket should be same. > > Regards, > > 2011-06-10 > ------------------------------ > martin liu > http://martinliu.cn > ------------------------------ > ???: "Martignier, Philippe" <Philippe.Martignier(a)wipo.int> > ????: 2011-06-10 16:37 > ? ?: [otrs] why is the split function always giving a phone ticket > ???: "otrs(a)otrs.org" <otrs(a)otrs.org> > > > Hi there,**** > > ** ** > > Still under 2.4.8 I have a question. Why is the split function always > giving a phone ticket ?**** > > ** ** > > If the ticket is created by an incoming email, it should keep the same type > of ticket ? because then when you do stats about tickets type you wont get > reality ?**** > > ** ** > > Any response welcome**** > > ** ** > > Cheers,**** > > ** ** > > Philippe**** > > ** ** > > Philippe Martignier**** > > Communications Division**** > > Customer Service Center**** > > Email : Philippe.Martignier(a)wipo.int**** > > Phone : 00 41 022 338 72 36**** > > Building : NC **** > > Office : 3, 316**** > > ** ** > > World Intellectual Property Organization Disclaimer: > > This electronic message may contain privileged, confidential and > copyright protected information. If you have received this e-mail > by mistake, please immediately notify the sender and delete this > e-mail and all its attachments. Please ensure all e-mail attachments > are scanned for viruses prior to opening or using. > > --------------------------------------------------------------------- > 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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TimeAccounting 2.0.1 module does not update data in database
by Luc Van den Abeele 14 Jun '11

14 Jun '11

Hello I have the TimeAccounting 2.0.1 installed and I am able to create projects and task. I also can create users and when they are logging on they get the Timeaccounting-menu and all the pages. When someone is entering some time-date and he presses the Submit button, the page is refreshed and all data is gone. There is also no data in the table "time_accounting_table" Version of OTRS = 3.0.3 Regards Luc

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