September 2011 - otrs - OTRS mailing lists

Re: [otrs] Generic Agent
by Garabed Yegavian 02 Oct '11

02 Oct '11

I just reinstalled a fresh otrs and went step by step through the ubuntu directions. I installed webmin because I am a newbie to linux, and so I can see what is going on here in my system a little easier! It appears as if I have no cron jobs under the otrs user When I run crontab -l -u otrs I get nothing. What do I need to do to get this working? Thank you, Garabed Yegavian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Friday, September 30, 2011 1:03 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 82 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Problem after installed ITSM Module (Wagner) 2. Re: Generic Agent (Garabed Yegavian) 3. Re: Generic Agent (Rory) 4. Re: Generic Agent (Ugo Bellavance) 5. Re: Generic Agent (Garabed Yegavian) ---------------------------------------------------------------------- Message: 1 Date: Fri, 30 Sep 2011 11:17:40 -0300 From: Wagner <wagnerspi(a)gmail.com> Subject: Re: [otrs] Problem after installed ITSM Module To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAO0ino=LCyfiPTn_fo-O1U=Cy2nJOjDqsGi+gscz+cBqH+-qYg(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" I've had a similar problem, the Module was not installed properly try reinstaling using the script /opt/otrs/bin/otrs.PackageManager.pl -a install -p path_to_ITSM-3.0.5.opm 2011/9/30 Vincent Ceriani <vceriani(a)gmail.com> > Hi all, > > I have the same problem as describe in the FAQ 4200371 > After the installation of the ITSM 3.0.5 module on OTRS 3.0.10 under Ubuntu > : (before the module install the OTRS works fine with all pages) > > "Login is not possible neither for agents nor for customers. Message "Your > browser is too old. Please read the documentation...." will be displayed > even on latest versions on different browsers. " > > But the solution in the FAQ don't work ! > > FAQ4200371 solution > remove everything in $OTRS_HOME/var/tmp/Cache > search ZZZAuto.pm for lines like > $Self->{'Frontend::Module'}->{'AgentStats'} = { ... }; and comment them out > remove ZZZAAuto.pm and run afterwards $OTRS_HOME/bin/otrs.RebuildConfig.pl > run following command "$OTRS_HOME/bin/otrs.LoaderCache.pl -o delete > > Other idea ? > > Thanks > > Vincent > > --------------------------------------------------------------------- > 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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Re: [otrs] Problem after installed ITSM Module
by Vincent Ceriani 30 Sep '11

30 Sep '11

Thanks a lot Wagner for the perfect solution ;-) Perhaps a nice solution to add in the FAQ

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Re: [otrs] Generic Agent
by Garabed Yegavian 30 Sep '11

30 Sep '11

When I attempt to run ./Cron.sh start as otrs user I am getting /opt/otrs/var/tmp/otrs-cron-tmp.17704":0: bad minute errors in crontab file, cant install. Also going through the directions All scripts are ending in .dist. You should copy them to files with no ending. linux:/opt/otrs/var/cron# for foo in `ls -1 *.dist` ; do cp $foo `basename $foo .dist`; done linux:/opt/otrs/var/cron# ls aaa_base generic_agent.dist rebuild_ticket_index aaa_base.dist pending_jobs rebuild_ticket_index.dist fetchmail pending_jobs.dist session fetchmail.dist postmaster session.dist generic_agent postmaster.dist unlock generic_agent-database postmaster_pop3 unlock.dist generic_agent-database.dist postmaster_pop3.dist I ended up with all the files duplicating with basename filename.dist .dist and I cannot delete any of them. This is getting messy please I need HELP :) :( Thank you, Garabed Yegavian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Thursday, September 29, 2011 11:23 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 80 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Customer New Ticket View (Wagner) 2. Re: ACL Help (Wagner) 3. Re: Customer New Ticket View (Ugo Bellavance) 4. Stats about escalations (Ugo Bellavance) 5. Re: Customer New Ticket View (Wagner) 6. Generic Agent (Garabed Yegavian) 7. Re: Generic Agent (Shawn Beasley) ---------------------------------------------------------------------- Message: 1 Date: Thu, 29 Sep 2011 11:13:09 -0300 From: Wagner <wagnerspi(a)gmail.com> Subject: [otrs] Customer New Ticket View To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAO0inok8T2xaJ9BftwiLmafZe1aJFMQao_i5udt1AzeCOnYPfw(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" Hello guys, i've removed the fields SLA, Queue from the Customer New ticket view, but now I'm not able to create new tickets, I click in create, and it returns to the view, as if any field that was required was not filled up, but there are no red fields, I'm guessing, the Queue field, even removed, are still required, so the ticket is not created. Is there a way to change it? Maybe I've done something wrong while removing this fields Ps: removed the fields trough Sysconfig Thanks

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Re: [otrs] Generic Agent
by Garabed Yegavian 30 Sep '11

30 Sep '11

Where do I check to see if cron jobs are running? Thank you, Garabed Yegavian Fireline Broadband garabed(a)firelinebroadband.com ________________________________________ From: otrs-bounces(a)otrs.org [otrs-bounces(a)otrs.org] On Behalf Of otrs-request(a)otrs.org [otrs-request(a)otrs.org] Sent: Thursday, September 29, 2011 11:22 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 80 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Customer New Ticket View (Wagner) 2. Re: ACL Help (Wagner) 3. Re: Customer New Ticket View (Ugo Bellavance) 4. Stats about escalations (Ugo Bellavance) 5. Re: Customer New Ticket View (Wagner) 6. Generic Agent (Garabed Yegavian) 7. Re: Generic Agent (Shawn Beasley) ---------------------------------------------------------------------- Message: 1 Date: Thu, 29 Sep 2011 11:13:09 -0300 From: Wagner <wagnerspi(a)gmail.com> Subject: [otrs] Customer New Ticket View To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAO0inok8T2xaJ9BftwiLmafZe1aJFMQao_i5udt1AzeCOnYPfw(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" Hello guys, i've removed the fields SLA, Queue from the Customer New ticket view, but now I'm not able to create new tickets, I click in create, and it returns to the view, as if any field that was required was not filled up, but there are no red fields, I'm guessing, the Queue field, even removed, are still required, so the ticket is not created. Is there a way to change it? Maybe I've done something wrong while removing this fields Ps: removed the fields trough Sysconfig Thanks

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Problem after installed ITSM Module
by Vincent Ceriani 30 Sep '11

30 Sep '11

Hi all, I have the same problem as describe in the FAQ 4200371 After the installation of the ITSM 3.0.5 module on OTRS 3.0.10 under Ubuntu : (before the module install the OTRS works fine with all pages) "Login is not possible neither for agents nor for customers. Message "Your browser is too old. Please read the documentation...." will be displayed even on latest versions on different browsers. " But the solution in the FAQ don't work ! FAQ4200371 solution remove everything in $OTRS_HOME/var/tmp/Cache search ZZZAuto.pm for lines like $Self->{'Frontend::Module'}->{'AgentStats'} = { ... }; and comment them out remove ZZZAAuto.pm and run afterwards $OTRS_HOME/bin/otrs.RebuildConfig.pl run following command "$OTRS_HOME/bin/otrs.LoaderCache.pl -o delete Other idea ? Thanks Vincent

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Re: [otrs] Ticket Alerts
by Garabed Yegavian 30 Sep '11

30 Sep '11

Ok needed to clean this thread up. Currently I am attempting to change the state of my ticket which will allow me to send a Notification to my customers. For some reason the state just is not changing. I create a ticket with a predefined subject "Service Outage Notification", and a pending date of the date I want the notification sent out. I created a generic agent with the following rules; Generic Agent is set to update state as follows Subject = Service Outage Notification Ticket Filter Pending Times = Ticket pending time reached "last 5 minutes" (also tried before 5 minutes) Ticket Action Set new state = in process The filter never seems to get triggered, I have looked through the logs and nothing :( . I justy noticed under the create ticket there is a "next ticket state" could this be something I need to switch to in process? I don't see the new state "in process" in there but I am sure I can added through ADMIN. Thank you, Garabed Yegavian

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Generic Agent
by Garabed Yegavian 30 Sep '11

30 Sep '11

I am trying to change the state of a Ticket with the Generic Agent and for some reason just cannot get it to work. I create a new ticket with a pending time of 1 day. I have the generic agent setup to filter for pendings pending times after 5 min and before (tried both) and based on a specific subject of the email. My ticket action is to set a new state of in process. Then I have a notification event that should send an email to a group based on the state in process and the subject. I just cant get the state to change. I even tried to use next state "in process" when creating the new email hoping I could trigger the email that way but nothing. To be honest the whole reason I started using OTRS was due to this function, can someone please help guide me as to why this wont work? Thank you, Garabed Yegavian

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Customer New Ticket View
by Wagner 29 Sep '11

29 Sep '11

Hello guys, i've removed the fields SLA, Queue from the Customer New ticket view, but now I'm not able to create new tickets, I click in create, and it returns to the view, as if any field that was required was not filled up, but there are no red fields, I'm guessing, the Queue field, even removed, are still required, so the ticket is not created. Is there a way to change it? Maybe I've done something wrong while removing this fields Ps: removed the fields trough Sysconfig Thanks

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ACL Help
by Wagner 29 Sep '11

29 Sep '11

Hello, I'm trying to create a simply ACL, just copied the same from the otrs doc to Config.pm $Self->{TicketAcl}->{'ACL-Name-1'} = { Properties => { Ticket => { Queue => ['Raw'], } }, Possible => { Action => { AgentTicketLock => 1, AgentTicketZoom => 1, AgentTicketClose => 0, AgentTicketPending => 1, AgentTicketNote => 1, AgentTicketHistory => 1, AgentTicketPriority => 1, AgentTicketFreeText => 1, AgentTicketHistory => 1, AgentTicketCompose => 1, AgentTicketBounce => 1, AgentTicketTicketPrint => 1, AgentTicketForward => 1, AgentTicketTicketLink => 1, AgentTicketPrint => 1, AgentTicketPhone => 1, AgentTicketCustomer => 1, AgentTicketOwner => 1, }, }, }; to remove the close option from the queue Raw, but this doesn't work, I've set everything to 0, and got nothing changed is there anywhere that I should change? Or enable ACLs, anything to make this work? Thanks

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Max length of Value textboxes in posmaster filter screen
by Ugo Bellavance 28 Sep '11

28 Sep '11

Hi, I noticed that the max size of a value textbox in the posmaster filter screen is 100 <input type="text" name="MatchValue2" value="" size="40" maxlength="100"/> Is there a way to change that, as I would like to add headers that are longer than 100 characters. Thanks, Ugo

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