January 2012 - otrs - OTRS mailing lists

ACLs
by Wagner 26 Jan '12

26 Jan '12

Hello, I have some questions about ACLs first: I need to create a ACL that works on the TicketViewClose that will add a possible next state if the type of a ticket is problem, is there a way to do this? second: I created ACLs to filter services based on the type of ticket, if is a incident only services related to incidents, if is a Request only services related to requests. That works fine, but I have a problem, imagine I create a ticket as a Incident after created I want to reclassify it to Request, it doesn't reload the services of Request, only shows the ones from Incident. Is there a way to make ACL work in another views like AddNote or any other? Thanks

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Statistics and choosing graphics size
by Jan Behrend 26 Jan '12

26 Jan '12

Hello everybody, for some reason by OTRS (3.0.11) stats module does _not_ let me choose (i.e. greyed out) a graphics size although I am trying to plot a bar chart ("Balkendiagramm" in the menue). Printing and CSV the same statistics work just great. Any clues? If you need more information please tell me. Cheers Jan -- MAX-PLANCK-INSTITUT fuer Radioastronomie Jan Behrend - Rechenzentrum ---------------------------------------- Auf dem Huegel 69, D-53121 Bonn Tel: +49 (228) 525 359, Fax: +49 (228) 525 229 jbehrend(a)mpifr-bonn.mpg.de http://www.mpifr-bonn.mpg.de

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Disbling automatic notifications
by Karlos Jelez 23 Jan '12

23 Jan '12

Hi group How I can disable automatic notifications, like "THIS IS A NOTE, DO NOT REPLY..." Thanks in advance Karlos

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showing faq items using RPC (API) and php
by Bruno Cardon 20 Jan '12

20 Jan '12

Hello Is there any information available on how to show the faq items (2.0.6) in otrs 3.0.11 using RPC (api) and PHP ? Also cannot find any information in the api-information on http://dev.otrs.org/ Kind regards

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Ticket interchange between queues
by Jan Behrend 18 Jan '12

18 Jan '12

Hello everybody, I have one OTRS with multiple queues: One for our administration and one for our IT. Now as a member of the IT helpdesk I want to create an OTRS ticket addressed to our adminsitration using their OTRS address. What happens is that the Mail sent is taken as a follow up to the IT helpdesk. I think OTRS finds the ticket number and puts the mail into the corresponding ticket disregarding the "To:" field of the Email header. How can I avoid that? If you have questions concerning my OTRS setup please ask. Cheers Jan -- MAX-PLANCK-INSTITUT fuer Radioastronomie Jan Behrend - Rechenzentrum ---------------------------------------- Auf dem Huegel 69, D-53121 Bonn Tel: +49 (228) 525 359, Fax: +49 (228) 525 229 jbehrend(a)mpifr-bonn.mpg.de http://www.mpifr-bonn.mpg.de

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FW: error during login process version 3.0.10
by IT easyap 18 Jan '12

18 Jan '12

every time we try to login otrs trough agent interface we receive the following error. This issue occurs since my migration to 3.x. Do you have any idea regarding it ? Core.App.UnblockEvents is not a function (?)()@http://cac.easyap.com/otrs/index.pl:194 Ready((function (j, s) {return new b.fn.init(j, s);}))@http://cac.easyap.com/otrs-web/js/js-cache/CommonJS_5729f51da7b540114 1ee1f99bb942f8a.js:582 trigger()@http://cac.easyap.com/otrs-web/js/js-cache/CommonJS_5729f51da7b540 1141ee1f99bb942f8a.js:37 trigger([object Event])@http://cac.easyap.com/otrs-web/js/js-cache/CommonJS_5729f51da7b54011 41ee1f99bb942f8a.js:37

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Ticket::NumberGenerator::MinCounterSize
by Dilson Tomé 18 Jan '12

18 Jan '12

Hi guys. I am trying to set ticket number to start from 1 like Ticket#1, but when i set in Ticket::NumberGenerator::MinCounterSize to 1 digit, it start from 100, so the first ticket is Ticket#101 =( How to fix it? --! *Dilson Tomé*

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[ Suddenly my OTRS 3.0.11 stopped to get emails automatically. Everything looks like ok. ]
by Diego F. 18 Jan '12

18 Jan '12

Hello everybody! Suddenly my OTRS 3.0.11 stopped to get emails automatically. When I run "Fetch mail" manually, it runs perfectly. Everything looks like ok, mainly CRONw that is running (the crontab.txt file is ok also). I read lots and lots of foruns/pages on the web but I couldn't find anything related to a solution. Thanks! -- Atenciosamente, / Saludos, / Kind regards, / Mit freundlichen Grüßen, ** *Diego Fransozo* IT Infrastructure Specialist Sao Bernardo do Campo - SP - Brazil http://br.linkedin.com/in/diegofransozo Email: f.d13g0(a)gmail.com Skype: diego.fransozo Mobile: +55 11 8071 66 55

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problems with Criticality – Impact – Priority matrix
by Juan Manuel Clavero Almirón 17 Jan '12

17 Jan '12

Hello, We use OTRS::ITSM and I don’t understand the Criticality – Impact – Priority matrix. I’ll try to explain what I understood so you can see my errors: I understand that there are 2 variables: Impact, due to the service, and Criticality, due to the incident. I can have an Incident with high Impact and low Criticality (e.g., a broken webserver that won’t make the correct salutation to my clients) and an Incident with low Impact and high Criticality (e.g., a server, that only our less important employee uses, is broken and doesn’t work at all). This way, you can get the Priority of an Incident as a combination of Impact and Criticality. But, in the AgentTicketEmail, OTRS asks for the Impact and for the Priority. Is then Criticality a combination of Impact and Priority? Is Priority a misstranslation of Criticality? Can anyone explain the Criticality – Impact – Priority Matrix to me? Juan Clavero Almirón

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Re: [otrs] Tickets with attachments
by Bjørn Gustav Baklid 16 Jan '12

16 Jan '12

Hi. I am having some issues when tickets contain attachments from customers. When I click on the attachment in the ticket the URL seems wrong, and I get an error message containing: slurp_filename('/opt/otrs/bin/cgi-bin/A1100839.doc') / opening: (2) No such file or directory at /usr/lib/perl5/ModPerl/RegistryCooker.pm line 541 The URL then looks like this http://saaga/otrs/A1100839.doc?Action=AgentTicketAttachment;ArticleID=628;F…, however if I replace the filename of the attachment with "index.pl" the URL works perfectly, and I can download the attachment. Is this a bug, or an error in my configuration? I am running OTRS 3.0.11 with ITSM 3.0.5. --- Med vennlig hilsen Bjørn Gustav Baklid IKT-konsulent Re kommune Tlf.: 33 06 15 92 Mob: 47 88 43 99 Fax: 33 06 10 01 P Før utskrift, tenk på miljøet

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