July 2011 - otrs - OTRS mailing lists

More search attributes in the 'Link ticket' search window
by Robert Poreba 06 Jul '11

06 Jul '11

Guys, I would like to add more search attributes to the 'Link ticket' search window. By default it only contains ConfigItem# and Name. For us, the critical one would be Serial Number which is a custom field. I can see there is an extension that apparently can do that: KIX4OTRS My questions: 1) Does anybody know how to add those fields in native OTRS? 2) Do you use KIX4OTRS and if so, how reliable it is and what kind of issues can you expect during upgrades. Thanks a lot -- Robert

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change title of a ticket
by Luc Van den Abeele 06 Jul '11

06 Jul '11

Hi Is there an easy way to change the title of a ticket. Now the title of the ticket is the subject of the mail but for finding back some tickets is a certain queue we want to change the title of the ticket (when the sender of the original ticket didn't use the correct subject). This is after the ticket is created. So not when the ticket enters the system. Regards, Luc

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Differentiated auto-replies
by Lars Jørgensen 06 Jul '11

06 Jul '11

Hi, We have and internal OTRS site that most of our customers access. The links to access their tickets only works on our corporate network. A few customers are external to our network. The auto replies going to them also says that they can "click this link to see you ticket". Except, they can't. Is there an easy way to have multiple auto-replies on a queue and select the correct based on e.g. email domain in the customer's ticket? I was thinking of letting postmaster sort the external mails to a different queue with a different auto-reply. That would work, but would give us two queues. -- Lars

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[Ticket #5498] Frontend::WebPath Is Broken
by KIRAN IT 05 Jul '11

05 Jul '11

This is a notification from the Help Desk. On Jul 04, 2011 @ 11:26 am, nathan(a)sqwishy.net wrote: I changed the Frontend::WebPath property in SysConfig and it has basically broken the web UI. In order to browse around, I have to manually type in the url. I have navigated back to the config window to change the path back to the default "/otrs-web/" but cannot submit the changes or reset the setting; aka the buttons are non-functioning. URL path: /otrs/index.pl?Action=AdminSysConfig;Subaction=Edit;SysConfigSubGroup=Core%3A%3AWeb;SysConfigGroup=Framework Is there anything I can add to the URL to force a submit or reset? Could I possibly change the value in the database? Thankfully this is my test system and I have a full backup up from 6/26/11 just before I upgraded. ~Nathan Unsworth M - 801.864.5734 | W - 650-385-2900 x75335 nathan(a)sqwishy.net | www.sqwishy.net ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/5498

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Ad-Hoc Info Fields
by Anant Jain 05 Jul '11

05 Jul '11

Hi, I'd like to know if it is possible to add more information to a ticket from external tools. Like for example, if a ticket is related to a bug, we'd like to add a bug id/number to the ticket somehow. Or perhaps customer information (the OTRS install is not visible to the customers) for data analysis purposes. Thanks, AJ ________________________________ The information contained in this communication is intended solely for the use of the individual or entity to whom it is addressed and others authorized to receive it. It may contain confidential or legally privileged information. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by responding to this email and then delete it from your system. The firm is neither liable for the proper and complete transmission of the information contained in this communication nor for any delay in its receipt.

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Re: [otrs] "Matches null string many times"
by niklas.johansson＠knowit.se 05 Jul '11

05 Jul '11

> >can you show us your ACLs? I assume you're using something like >"[regexp]^*" and that should be "[regexp]^.*". This has to be a valid >Perl regular expression... > >- Ren?e > Thank you Ren?e, that was the problem. Now it works fine. Cheers, Niklas >

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"Matches null string many times"
by niklas.johansson＠knowit.se 05 Jul '11

05 Jul '11

Hello! Wy do I get this and how to fix it? [Tue Jul 5 11:50:58 2011] -e: ^* matches null string many times in regex; marked by <-- HERE in m/^* <-- HERE / at /opt/otrs//Kernel/System/Ticket.pm line 8007. I am using ACL and it may be related but I don't know where to start looking since it is refering to a file that I don't touch myself. Thanks! /Niklas

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BLOCK KIRAN IT
by Nathan Unsworth 04 Jul '11

04 Jul '11

Will one of the Admins PLEASE block these emails?? This is getting ridiculous. ~Nathan Unsworth M - 801.864.5734 | W - 650-385-2900 x75335 nathan(a)sqwishy.net | www.sqwishy.net

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Re: [otrs] Unmerging Tickets
by "LQ Marshall" 04 Jul '11

04 Jul '11

To my knowledge and having asked this same question myself... no there isn't an umerge function. :-( I have sucessfully gone into the the database and performed a manual unmerge or remerge to be more exact. If you are SQL capable it isn't too difficult. LQ Marshall III LQMarshall(a)inetspace.net (M) 919.796.3943 ----- Original Message ----- From:Anant Jain <Anant.Jain(a)inmobi.com> To:"User questions and discussions about OTRS." <otrs(a)otrs.org> Sent:7/4/2011 2:39 Subject:[otrs] Unmerging Tickets A couple of times, I've merged tickets to the wrong parent ticket. Is there anyway to unmerge those tickets? Split is not very useful as it does not "cleave" the ticket but simply creates a new ticket with the old articles still remaining. The link delete option only deletes the link but does not perform an unmerge (so the linked tickets table at the bottom also disappears) Is there any option to achieve what I'm trying? Thanks, AJ ________________________________ The information contained in this communication is intended solely for the use of the individual or entity to whom it is addressed and others authorized to receive it. It may contain confidential or legally privileged information. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by responding to this email and then delete it from your system. The firm is neither liable for the proper and complete transmission of the information contained in this communication nor for any delay in its receipt. --------------------------------------------------------------------- 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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PostmasterFilter: Regexp not working
by Jan.Dreyer＠bertelsmann.de 04 Jul '11

04 Jul '11

Hello, we are using the postmaster filter very excessively (having more than 100). Some regexp are really not failure-proof. But I thought this one (looking at subject line) is: ---8< --- (\D|^)123_Cust(\D|$)|(\D|^)123(\D).*(\D)Cust(\D|$) ---8< --- Why does this not match on ---8< --- Subject: 123: GPW Cust Lieferung /UPS hat Pal. gezogen **CUT OFF RELEVANT** ---8< --- ?! It should as per http://www.regexplanet.com/simple/index.html ... Are there some OTRS-specific limitations on Regexp?! Regards Jan Dreyer

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