October 2012 - otrs - OTRS mailing lists

Can't get IMAPS/POPS Mail and Can't Connect to http://otrs.org/product.xml
by Derek Kiely 05 Oct '12

05 Oct '12

Hi All, I have a number of issues with OTRS (3.1.7) - which just started happening, no changes were made to OTRS. First up I get this message on the dashboard Can't connect to: http://otrs.org/product.xml (500 Can't connect to www.otrs.com:80 (Bad hostname)) I can get this via wget from the otrs command line. Also I am not receiving any mail via POPS/IMAPS mails into OTRS. When I click fetch mail option under PostMaster Mail Accounts I get a message saying that I can't to the server. When I look at the syslog messages I see the following Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, email no 8 is empty! Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, email no 7 is empty! Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, email no 6 is empty! Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, email no 5 is empty! Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, email no 4 is empty! Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, email no 3 is empty! Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, email no 2 is empty! Any advice on this? What could it be? Thanks in advance for your help Derek Kiely

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Query regarding CustomerTicketMessage
by Abdul Mohammed 05 Oct '12

05 Oct '12

Hi All, I have setup OTRS as our ticketing tool. I am currently trying to remove the default ( - ) from drop down menu of To: address in CustomerTicketMessage to a created queue. With regards, Abdul

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Integration with GLPI
by Wagner 05 Oct '12

05 Oct '12

Hello, is there any way to integrate OTRS with GLPI? So GLPI would update the OTRS CMDB? Thanks

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Does OTRS support calculated fields?
by Bogdan Iosif 04 Oct '12

04 Oct '12

Hi, Please help with determining if OTRS supports a ticket-level [dynamic?] field calculated as a sum of all values of an article-level dynamic field. Example: Assume a ticket-level dynamic field named "Total Estimated Hours" and an article-level dynamic field named "Article Estimated Hours". Both are shown in read-only mode in customer interface's ticket zoom view. Desired behavior: T1. Customer creates the ticket => Customer's ticket zoom view shows Total Estimated Hours = 0 T2. An agent adds an article with Article Estimated Hours = 3 => Customer's ticket zoom view shows Total Estimated Hours = 3 T3. Customer follows up on the ticket T4. An agent adds an article with Article Estimated Hours = 2 => Customer's ticket zoom view shows Total Estimated Hours = 5 ... Is this possible [without messing with OTRS's core source files]? Thanks, /bogdan P.S: I was thinking about a database trigger but a) seems dangerous as it may leave info in memory on the web server out of synch with that from db and b) there isn't enough info in the db anyway to determine if a row from dynamic_field_value is associated with a ticket or an article.

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can´t see history ticket
by DM_Julio Angulo 04 Oct '12

04 Oct '12

hi guys, checking the log I find this message: [Tue Sep 25 13:05:01 2012][Error][Kernel::System::Ticket::HistoryAdd][6265] Table '.\otrs\ticket_history' is marked as crashed and should be repaired, SQL: 'INSERT INTO ticket_history (name, history_type_id, ticket_id, article_id, queue_id, owner_id, priority_id, state_id, type_id, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' [Tue Sep 25 13:05:01 2012][Error][Kernel::System::Ticket::HistoryAdd][6265] Table '.\otrs\ticket_history' is marked as crashed and should be repaired, SQL: 'INSERT INTO ticket_history (name, history_type_id, ticket_id, article_id, queue_id, owner_id, priority_id, state_id, type_id, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' [Tue Sep 25 13:05:01 2012][Error][Kernel::System::Ticket::HistoryAdd][6265] Table '.\otrs\ticket_history' is marked as crashed and should be repaired, SQL: 'INSERT INTO ticket_history (name, history_type_id, ticket_id, article_id, queue_id, owner_id, priority_id, state_id, type_id, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' [Tue Sep 25 13:05:01 2012][Error][Kernel::System::Ticket::HistoryAdd][6265] Table '.\otrs\ticket_history' is marked as crashed and should be repaired, SQL: 'INSERT INTO ticket_history (name, history_type_id, ticket_id, article_id, queue_id, owner_id, priority_id, state_id, type_id, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' [Tue Sep 25 13:05:01 2012][Error][Kernel::System::Ticket::HistoryAdd][6265] Table '.\otrs\ticket_history' is marked as crashed and should be repaired, SQL: 'INSERT INTO ticket_history (name, history_type_id, ticket_id, article_id, queue_id, owner_id, priority_id, state_id, type_id, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' [Tue Sep 25 13:05:01 2012][Error][Kernel::System::Ticket::HistoryAdd][6265] Table '.\otrs\ticket_history' is marked as crashed and should be repaired, SQL: 'INSERT INTO ticket_history (name, history_type_id, ticket_id, article_id, queue_id, owner_id, priority_id, state_id, type_id, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' [Tue Sep 25 13:05:02 2012][Error][Kernel::System::Ticket::HistoryAdd][6265] Table '.\otrs\ticket_history' is marked as crashed and should be repaired, SQL: 'INSERT INTO ticket_history (name, history_type_id, ticket_id, article_id, queue_id, owner_id, priority_id, state_id, type_id, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' Now when I see the history of the ticket not displayed I do not understand the message, any help thanks Julio Angulo Telf.: +51 1 4150300 anexo: 1468 Movil: +51 997066155

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First Response Escalation Reporting
by Derek Kiely 03 Oct '12

03 Oct '12

Is there a way to report the number of tickets that hit the First Response Escalation Time over the last week? I need to be able to say that X% of tickets opened last week were answer within the First Response SLA time. Can I see this even if the escalation has been handled? Thanks in advance Derek Kiely

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Salesforce & OTRS
by Derek Kiely 03 Oct '12

03 Oct '12

Hi All, I am looking at integrating OTRS and Salesforce, I know previously that there was an add-on but this seems to no longer be available. At a high level I want to pull all of our Account and Contact information from Salesforce and have ticket information provided back to Salesforce. Has anyone done this? What are the limitations? Can you give me some info as to how to set this up. Many thanks in advance for your help Regards Derek

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FW: Tweaking the Richtext Editor
by David Boyes 02 Oct '12

02 Oct '12

Nifty hack to enable lots of goodness – any reason why this shouldn’t be the default setting? It does no harm and a LOT of good. Feed: OTRS Community Blog Posted on: Monday, October 01, 2012 8:47 PM Author: Jens Subject: Tweaking the Richtext Editor [nifty hack snipped]

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upgrading from OTRS 2.3.4-01 to the latest version
by Coert Waagmeester 02 Oct '12

02 Oct '12

Hello all, We have OTRS 2.3.4-01 running on a RHEL 5.3 system. I want to install a new machine running RHEL 6.3 and upgrade the existing OTRS to 3.1.10. I read in the documentation that I will need to step through each of the minor versions for this upgrade, eg 2.3 > 2.4 > 3.0 > 3.1.10. Is this the correct way of doing it? Where can I find the archive RHEL RPMs for OTRS? Should I use the fedora 4 directory on ftp.otrs.org? Thank you in advance, Coert Waagmeester

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Query regarding OTRS automatic ticket opening
by Abdul Mohammed 01 Oct '12

01 Oct '12

Hi, I have a query, is it possible that otrs to open a ticket automatically when an email is sent out to its address (Example: *noc-support(a)photobox.com * <noc-support(a)photobox.com>). **(Basically "*noc-support(a)photobox.com*", is an alias group which contains some agents) With regards, Abdul Sys Admin

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