October 2012 - otrs - OTRS mailing lists

OTRS cannot send Notifications after server IP change
by Maurício Ramos 16 Oct '12

16 Oct '12

Hello, after a change of IP, our OTRS installation is not able to send notifications anymore. At error_log we see: [Thu Oct 11 09:06:02 2012] [error] [client 194.79.86.4] Invalid method in request \x03 [Thu Oct 11 09:06:06 2012] [error] [client 194.79.86.4] Invalid method in request \x03 [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Oct 11 10:58:33 2012, referer: http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489 [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] , referer: http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489 [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] Message: Can't connect to LXWMTS02: Invalid argument!, referer: http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489 [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] , referer: http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489 [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] Traceback (11551): , referer: http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489 [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] Module: Kernel::System::Email::SMTP::Send (v1.21.2.2) Line: 91, referer: http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489 [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] Module: Kernel::System::Email::Send (v1.45) Line: 553, referer: http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489 [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] Module: Kernel::System::Ticket::Article::SendAgentNotification (v1.185.2.2) Line: 2073, referer: http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489 [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] Module: Kernel::System::Ticket::Article::ArticleCreate (v1.185.2.2) Line: 370, referer: http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489 [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] Module: Kernel::Modules::AgentTicketClose::Run (v1.46) Line: 494, referer: http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489 [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824, referer: http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489 [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47, referer: http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489 [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] , referer: http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489 [Thu Oct 11 11:00:07 2012] [error] [client 172.26.129.198] ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Oct 11 11:00:07 2012, referer: http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489 The old IP used to be 172.26129.21 and now is 172.26.130.5. Since the SMTP server LXWMTS02 is reachable and the login/password used for authentication did not change, I don´t know what could be happening? Some info stored in database or any config file maybe? Does anyone have some idea? Thanks for any input and feedback you can provide.

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Can non-admins be allowed read-only access to customer / companies details?
by Bogdan Iosif 16 Oct '12

16 Oct '12

Hi, I managed to give full access to Customers / Companies modules for regular agents by including them in a newly created group - AgentCcGroup - and then adding this group in the following "Group ro" sections from SysConfig -> Framework -> Frontend::Admin::ModuleRegistration - Frontend::Module###Admin - Frontend::Module###AdminCustomerUser - Frontend::Module###AdminCustomerCompany Trouble is, the resulting access type is full - i.e. the agents can do any modifications to customer / companies details - and I need the access type to be "read-only". Also, I'm confused by what "Group ro" means as I expected it to mean "read-only" but practice showed me otherwise. I was guided by this http://forums.otterhub.org/viewtopic.php?f=60&t=7561solution to the same problem but it doesn't touch too much on the read-only part of my requirement, it just ~implies it should work. Does anyone know if there is such a thing as "read-only" access to a module in the sense that the user can explore it's GUI but not make changes? (or even better, someone maybe solved this exact problem?) Thanks, Bogdan

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Can customers be allowed to reply on existent tickets in a queue but NOT allowed to post new tickets in this same queue?
by Bogdan Iosif 12 Oct '12

12 Oct '12

Hi, In my case, when a customer posts a new ticket it goes to queue Q1. If agents assigned to Q1 can't solve it, the ticket is moved to Q2, handled by more advanced agents. I would like to allow customers to reply on tickets while they are in Q2 but NOT allow them to post new tickets directly to Q2. Problem is, if I give them RO rights on the group assigned to Q2 they can't reply to a ticket while it's in Q2. Otherwise, if I give them RW rights they can reply but they can also post new tickets directly to Q2, which I do not want. I'm thinking ACLs should be able to do it but maybe there's a simpler way. /bogdan

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Error parsing Invoker-respons
by Dion van Adrichem 12 Oct '12

12 Oct '12

Sorry for the remail, this time with all info. For my OTRS-setup I have an Invoker which logs every closing of tickets. In the response I have the log entry-id which I save in a Dynamic Field. This is done correctly. Unfortunately, in the otrs.log file, I keep seeing the following messages: [Mon Sep 17 11:00:22 2012][Error][Kernel::System::Main::_Dump][841] Unknown ref 'Struct'! [Mon Sep 17 11:00:23 2012][Notice][Kernel::Scheduler::TaskHandler::GenericInterface::Run] GenericInterface task executed correctly! When I set the webservice debugging to Debug I can see the following item 'Struct': Incoming data before mapping (2012-09-17 11:00:22.000, debug) $VAR1 = { 'return' => bless( { 'ArticleID' => '17120', 'Respons' => 'OK', 'ResponsMessage' => '9836' }, 'Struct' ) }; When I check the received XML it shows as follows: <soap-env:envelope soap-env:encodingstyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:soap-enc="http://schemas.xmlsoap.org/soap/encoding/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:soap-env="http://schemas.xmlsoap.org/soap/envelope/"> <soap-env:body> <xmlns:Logresponse> <return xsi:type="SOAP-ENC:Struct"> <articleid xsi:type="xsd:string">17120</articleid> <respons xsi:type="xsd:string">OK</respons> <responsmessage xsi:type="xsd:string">9836</responsmessage> </return> </xmlns:Logresponse> </soap-env:body> </soap-env:envelope> I personally think that the "Struct" in the Bless() (in the data before mapping) is causing this error, but I am unaware how to fix this issue. Where can/should I start? Is this a bug, that the XML cannot be parsed correctly? My setup is: Windows Server 2008 R2 - MS SQL 2008 R2 - OTRS 3.1.10 Thanks for any reply! Regards, Dionysius

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Add custom fields in Customer information
by Adrià García-Alzórriz 11 Oct '12

11 Oct '12

Hi there, I'm interested in adding more fields in Customer details. It can be possible with OTRS? I think that Dynamic Fields are available only in Tickets or Articles. I try to keep helpdesk offers support if a customer didn't pay his previous bill, so a *visible* message (such pop-up, custom HTML) would be great. Disabling customers or add text comments into customer's profile are insufficient for us beacause in first case the agent can't find the customer when opens a phone ticket; in the second one, if customer creates a ticket via mail it can be difficult to notice these kind of administrative messages. Do you have any ideas? Many thanks! -- Adrià García-Alzórriz <adria.garcia-alzorriz(a)adam.es>

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Mismatch with PriorityUpdate in history of a ticket
by Bernard Chambon 11 Oct '12

11 Oct '12

Hello, I need to get history of a ticket (in order to send modifications elsewhere). Doing this I got a strange behavior with PriorityUpdate. In a few word, It appear that the priority I got is not the current one but the previous one Example with one ticket, and 3 changes in priority Here is the excerpt of history (using the WUI) PriorityUpdate Changed priority from "2 low" (2) to "1 very low" (1). - 10/10/2012 16:18:05 PriorityUpdate Changed priority from "1 very low" (1) to "3 normal" (3). - 10/10/2012 16:22:40 PriorityUpdate Changed priority from "3 normal" (3) to "5 very high" (5). - 10/10/2012 17:42:48 Here is the result using API [root@xxxxxxx ~]# ./TestPriorityUpadete.pl Case PriorityUpdate, createTime 2012-10-10T16:18:05, PriorityID =2, Case PriorityUpdate, createTime 2012-10-10T16:22:40, PriorityID =1, Case PriorityUpdate, createTime 2012-10-10T17:42:48, PriorityID =3, and looking in the DB mysql> select create_time,priority_id from ticket_history where ticket_id=1024 and history_type_id=22 ; +---------------------+-------------+ | create_time | priority_id | +---------------------+-------------+ | 2012-10-10 16:18:05 | 2 | | 2012-10-10 16:22:40 | 1 | | 2012-10-10 17:42:48 | 3 | +---------------------+-------------+ So (for example) looking at priority set at 16:18:05, I didn't get 'very low' (1) as expected but the previous value (which is 2) etc. etc. Do I miss something in understanding Tickets's history ? Best regards --------------- Bernard CHAMBON IN2P3 / CNRS 04 72 69 42 18

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R: otrs Digest, Vol 49, Issue 30
by Bianchi Massimo 11 Oct '12

11 Oct '12

Roberto mi puoi dare una data? Inviato da Samsung Mobile cell:3485852275 "otrs-request(a)otrs.org" <otrs-request(a)otrs.org> ha scritto: 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: Dashboard Auto Refresh (Adri? Garc?a-Alz?rriz) 2. Add custom fields in Customer information (Adri? Garc?a-Alz?rriz) 3. Re: Add custom fields in Customer information (Roy Kaldung) 4. Re: Dashboard Auto Refresh (Alexander Halle) 5. Re: Dashboard Auto Refresh (Roy Kaldung) 6. how to save e-mails as draft? (????) 7. Re: Add custom fields in Customer information (Adri? Garc?a-Alz?rriz) 8. Re: Add custom fields in Customer information (Roy Kaldung) 9. Re: how to save e-mails as draft? (Muhammad El-Sergani) ---------------------------------------------------------------------- Message: 1 Date: Wed, 10 Oct 2012 15:13:35 +0200 From: Adri? Garc?a-Alz?rriz <adria.garcia-alzorriz(a)adam.es> Subject: Re: [otrs] Dashboard Auto Refresh To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <1349874815.5646.4.camel(a)debiad.adam.local> Content-Type: text/plain; charset="utf-8" El dc 10 de 10 de 2012 a les 11:58 +0200, en/na Bernd Backhaus va escriure: > Am 10.10.2012 11:49, schrieb Adi Ariyanto: > > > I already setup overview refresh time into 2 minutes, but still > > dashboard doesn?t autorefresh > > > > I try with chrome and internet explorer > > > > > > > > Is in your otrs it works? > > > > > > > > yes, we use Firefox exclusively though. +1 For example, I'm using Iceweasel 10 and works like a charm. Adi, be sure that your browser accepts cookies, JavaScript, and you know, these basics. And you need a modern browser too, according to OTRS' system requirements [1]. [1] http://www.otrs.com/en/software/otrs-help-desk/features/system-requirements/ -- Adri? Garc?a-Alz?rriz <adria.garcia-alzorriz(a)adam.es>

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how to save e-mails as draft?
by 松浦健時 11 Oct '12

11 Oct '12

Hi All, I am using OTRS Helpdesk 3.1.10 Does anyone know how to save e-mails as draft? I searched in the mailing list archive, but I couldn't the answer. Thanks, Kenji ---------------------------------------------------------------------

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Dashboard Auto Refresh
by Adi Ariyanto 11 Oct '12

11 Oct '12

Dear All I know perhaps this question is old question :) Can any one tell me how to make Agen Dashboard is auto refresh after 2 minutes ? in google I found article the tutorial but it use for OTRS 2.0 I am used 3.1 Thank you.. Best Regards Adi Ariyanto Computer Support & Maintenance ________________________________ This email and its attachments may be confidential and are intended solely for the use of the individual to whom it is addressed. Any views or opinions expressed are solely those of the author and do not necessarily represent those of Bina Nusantara. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error.

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otrs auto merge feature
by Neil Simpson 10 Oct '12

10 Oct '12

Hi, We are using a "drop" system for mails that we want in otrs, if there's an email chain of 5 emails however and then you drop them all into otrs, you get 5 new tickets, not one ticket with 5 articles which is what i'd like as they all have same subject and relate to same issue. i know otrs like's to match by OTRS number but is there no way for it to check subject line aswell? thanks Neil

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