October 2012 - otrs - OTRS mailing lists

Generic Agent and Time based creation
by Gadow, Shawn 26 Oct '12

26 Oct '12

I read in this thread about this but has anything been done with this yet? https://otrsteam.ideascale.com/a/dtd/automatically-creation-of-tickets-bei-… I would really like to use generic agent or an addon to schedule a ticket to be created once a month or once a year or some other time variation rather than just setting a ticket to pending state each time it comes up. Thank you, Shawn Gadow Network Administrator Oregon CUSD 220 "Security is when everything is settled. When nothing can happen to you. Security is the denial of life." - Germaine Greer

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Disable FullTextSearch
by Carlos Andrés Gallego Arboleda 26 Oct '12

26 Oct '12

Hi, Anyone has idea how to disable the Agent FullText Search Option? I have try to disable from the DTL but don't works. on the customer interface the dtl works fine. Regards Carlos.

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Postmaster Error Oracle
by Carlos Andrés Gallego Arboleda 26 Oct '12

26 Oct '12

Hi, We have this error on the log. Fri Oct 26 00:10:12 2012 errorOTRS-otrs.PostMaster.pl-0Can't process mail, see log sub system! at=20 /opt/otrs//bin/otrs.PostMaster.pl line 116. Fri Oct 26 00:10:12 2012errorOTRS-otrs.PostMaster.pl-0Can't process email with MessageID=20 = <<AA9419EECAD73948BE8EF1A7EBD2B30D0846A214EE(a)VA3DIAXVS341.RED001.lo= cal>>!=20 Please create a bug report with this email (From: Yaneth Consuelo = Caro=20 Rincon <ycaro(a)famisanar.com.co>, Located under=20 var/spool/problem-email*) on http://bugs.otrs.org/! Fri Oct 26 00:10:12 2012 errorOTRS-otrs.PostMaster.pl-0ORA-01461: can bind a LONG value only for insert into a LONG = column=20 (DBD ERROR: error possibly near <*> indicator at char 12 in = 'INSERT=20 INTO <*>article (ticket_id, article_type_id, = article_sender_type_id,=20 a_from, a_reply_to, a_to, a_cc, a_subject, a_message_id, = a_in_reply_to,=20 a_references, a_body, a_content_type, content_path, valid_id,=20 incoming_time, create_time, create_by, change_time, change_by) = VALUES=20 (:p1, :p2, :p3, :p4, :p5, :p6, :p7, :p8, :p9, :p10, :p11, :p12, = :p13,=20 :p14, :p15, :p16, Fri Oct 26 00:10:12 2012noticeOTRS-otrs.PostMaster.pl-0New Ticket [0076704/RE: CELEBRACION] created=20 (TicketID=3D42549,Queue=3DMESA DE SERVICIOS,Priority=3D3=20 MEDIO,State=3DNUEVO) Fri Oct 26 00:10:11 2012 noticeOTRS-otrs.PostMaster.pl-0Take UserCustomerID (ycaro) from customer source backend based = on=20 (ycaro(a)famisanar.com.co) Fri Oct 26 00:10:11 2012noticeOTRS-otrs.PostMaster.pl-0Take UserLogin (ycaro) from customer source backend based on=20 (ycaro(a)famisanar.com.co) when there are errors inserting in Oracle Database, OTRS is not handling exception, OTRS is not showing warnings about the problem, the user believes that the ticket was created and OTRS do not reverse the sequence number of the ticket, presenting jumps in the ticket numbering

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Installation on Mountain Lion Server
by jewmac＠me.com 26 Oct '12

26 Oct '12

I require help in the installation of OTRS onto a Mountain Lion (10.8) server edition The installation will be running with PostgreSQL backend, any step by step instruction would be greatly appreciated. I have moved file over to /opt/otrs directory ... Just having trouble setting permissions & apache setup. cheers, -- Julian. It takes a week to make a jelly beans. -- Odd Facts Disclaimer: "This Electronic Mail Message and its attachments are confidential. If you are not the intended recipient, you may not disclose or use the information contained in it. If you have received this Electronic Mail Message in error, please advise the sender immediately by replying to the e-mail and delete the message and any associated attachments. Whilst every care is taken, it is recommended that you scan any attachments for viruses."

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FW: Welcome to the "otrs" mailing list (Digest mode)
by Swathi_Vinjam 26 Oct '12

26 Oct '12

Please post this to mail list. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Friday, October 26, 2012 4:16 PM To: Swathi_Vinjam Subject: Welcome to the "otrs" mailing list (Digest mode) Welcome to the otrs(a)otrs.org mailing list! To post to this list, send your email to: otrs(a)otrs.org General information about the mailing list is at: http://lists.otrs.org/cgi-bin/listinfo/otrs If you ever want to unsubscribe or change your options (eg, switch to or from digest mode, change your password, etc.), visit your subscription page at: http://lists.otrs.org/cgi-bin/options/otrs/swathi_vinjam%40mahindrasatyam.c… You can also make such adjustments via email by sending a message to: otrs-request(a)otrs.org with the word `help' in the subject or body (don't include the quotes), and you will get back a message with instructions. You must know your password to change your options (including changing the password, itself) or to unsubscribe. It is: Ganesh@sep Normally, Mailman will remind you of your otrs.org mailing list passwords once every month, although you can disable this if you prefer. This reminder will also include instructions on how to unsubscribe or change your account options. There is also a button on your options page that will email your current password to you. ________________________________ DISCLAIMER: This email (including any attachments) is intended for the sole use of the intended recipient/s and may contain material that is CONFIDENTIAL AND PRIVATE COMPANY INFORMATION. Any review or reliance by others or copying or distribution or forwarding of any or all of the contents in this message is STRICTLY PROHIBITED. If you are not the intended recipient, please contact the sender by email and delete all copies; your cooperation in this regard is appreciated.

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Users access and multiple queues
by Andrew Meyer 25 Oct '12

25 Oct '12

I just had a user come up to me and state that when he logs in, he gets the dashboard, but then he clicks on Queue Views (default for this user is the Helpdesk) it won't display the tickets in the queue. He has permission to access it. Also is it possible to have multiple queues for multiple emails addresses? In other words can I have abc(a)example.com<mailto:abc@example.com> going to queue abc and xyz(a)example.com<mailto:xyz@example.com> going to queue xyz but all on the same system? Andrew Meyer Unix Systems Administrator Precision Practice Management The business behind the practice. [http://www.precisionpractice.com/EmailSignature/images/logoTeamLeader.jpg] D: 314-881-5265 C: 314-565-0868 F: 314-881-5365 689 Craig Road, Creve Coeur, MO 63141 Main Phone: 314-787-0681 www.PrecisionPractice.com<http://www.PrecisionPractice.com> Email: ameyer(a)precisionpractice.com CONFIDENTIALITY NOTICE: This e-mail, including attachments, may include protected health information (PHI), confidential and/or proprietary information, and may be used only by the person or entity to which it is addressed or the individuals designated to view such information per federal HIPAA regulations. If the reader of this e-mail is not the intended recipient or his or her authorized agent, the reader is hereby notified that any dissemination, distribution or copying of this e-mail is prohibited. If you have received this e-mail in error, please notify the sender by replying to this message and delete this e-mail immediately.

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postmaster pre-filter: search in tickets
by Peter Tester 25 Oct '12

25 Oct '12

I wrote an postmaster pre-filter that searches in the tickets for an existing external ID, if it's existing a new article to this ticket is added. Otherwise a new ticket is added. My problem is that I have to define the Agent ID (UserID) in the Ticketsearch function in the pre-filter. How can I handle searches in all tickets and not only supportef by the selected agent? Thank you

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Search tickets linked to some object
by Juan Manuel Clavero Almirón 24 Oct '12

24 Oct '12

Hi all, is there any way to look for tickets linked to some object? kind of the linked tickets view in zoom ticket, but in its own view Kind regards, Juan Clavero

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What is the purpose of "removed" state?
by Bogdan Iosif 24 Oct '12

24 Oct '12

Hi, A new OTRS installation includes in ADMIN -> States a state named "removed" of type "removed" with comment "Customer removed ticket.". My expectation, after reading the aforementioned comment, was that this state is used by customers when they need to signal that a ticket should no longer be considered by agents. So it would be something like canceling the ticket for any reason as opposed to closing it which implies a resolution (successful / unsuccessful). My expectation turned out to be invalid. I used many / most of the views available in OTRS and most of the available ticket states and never saw "removed" available in either customer or agent GUIs. So this begs the question... what is "removed" used / designed for? Is it used by ticket archival mechanisms? Is it a dead entry not actually used anywhere in OTRS in its out-of-the-box configuration? Does anyone know? Thanks, bogdan

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enable status change in TicktZoom
by Peter Tester 24 Oct '12

24 Oct '12

is it possible to enable a drop-down in the AgentTicketZoom for status changes as it is available for queue changes? I need this for admin agents for changing the status of many tickets. Adding a notice every time is inefficient. Any ideas or soultions? Thx

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