November 2012 - otrs - OTRS mailing lists

FW: OTRS 3.2 beta – statement from Manuel Hecht, Vice President Global Software Development
by David Boyes 27 Nov '12

27 Nov '12

A suggestion: Something that would be really helpful if you’d like to encourage beta testing: a network-accessible repository (either yum or apt, preferably both) that can be added to a system, and then used to install, eg a repository definition file that can be retrieved with wget, and then being able to do ‘yum update; yum install otrsxxxx’. This is enterprise software, and the “download a RPM and figure out how to bolt it into the various install systems” is a real PITA. At least for the RPM variants, you just need to take the dir that contains the RPM and run ‘createrepo’ on it. It’s a little more work for Debian based systems, but IMHO it would REALLY help the uptake on beta testing. It’s also becoming a hallmark of a serious enterprise application to operate this way. Feed: OTRS Community Blog Posted on: Monday, November 26, 2012 6:54 AM Author: Mike Subject: OTRS 3.2 beta – statement from Manuel Hecht, Vice President Global Software Development On 30th October, we have released beta 1 of OTRS 3.2. Today we have released the third beta<http://www.otrs.com/en/open-source/community-news/releases-notes/release-no…>, together with beta’s of our ITSM modules. After some more beta releases we’ll finally release the stable release on January 29th, 2013. One of the new features Shawn already showed in an earlier blog post <http://blog.otrs.org/2012/10/29/something-is-brewing-on-the-horizon/> is the all-new Customer Information Center. One other feature we’ll write more about in the upcoming weeks is the new Process Management features, with a nice GUI where you can design interfaces and actions. Apart from that, we have the usual smaller and bigger performance- and UI improvements. Below a video statement from Manuel Hecht, our Vice President Global Software Development, who talks about the new OTRS 3.2 release and more. Please try out the beta<http://www.otrs.com/en/open-source/community-news/releases-notes/release-no…> now. We recommend that you do not use this software in production yet, although we are ‘dogfooding’ ourselves and have upgraded our internal portal to 3.2.x recently. But installing it on a test environment is absolutely something you could consider, and plan your move to 3.2 accordingly. Obviously, OTRS Group can support you with upgrading<http://www.otrs.com/en/solutions/services/> if you want, just contact us to discuss. And if you are an existing customer with a Professional or Enterprise subscription<http://www.otrs.com/en/solutions/subscriptions/>, we’ll perform your upgrade free of charge. View article...<http://blog.otrs.org/2012/11/26/otrs-3-2-beta-statement-from-manuel-hecht-v…>

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No way to order tickets on the Dashboard by last activity time?
by Muhammad El-Sergani 27 Nov '12

27 Nov '12

Dear list, We're currently using OTRS 3.1.11. Before that we used to have 3.0.1 and had a package called HammerQueueView installed which was responsible for sorting tickets viewed on the Dashboard by last action time/date. I'm sure you are all aware of this. And of course due to the change in architecture/"DB structure", I'm not sure, this package no more works. Basically, has there been anything else implemented around that would do the same job? Better yet, could OTRS be configured that way, or manipulated/tuned to do so? I'm no OTRS expert but would gladly welcome any available packages and/or tutorials. Thanks //M

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Regarding Questions of OTRS
by Richa Awasthi 27 Nov '12

27 Nov '12

want to enable debug mode in OTRS logs -- Thanks And Regards : Richa Awasthi

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Multiple client's email
by Hugo Ferreira 26 Nov '12

26 Nov '12

Hello Is it possible to run the auto complete in To: field for more than one email address? It means, if i start writing a client email, i get the autocomplete, but if I put a second one, separated by comma or ; , it does not recognize the second email. Is this possible? Regards -- Hugo Ferreira Este email não foi escrito ao abrigo do novo Acordo Ortográfico.

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customer backend unique customer_d
by Neil Simpson 23 Nov '12

23 Nov '12

Hi, i think im missing a minor thing but can't find solution. I have a postgresql 8.1.23 DB and otrs 3.1.6. The customer db is currently blank, when i go to add a customer to it via otrs gui i would like the customer_id to be an auto-number but i dont see how to do that. likely some DB magic but im not a dba and little experience in postgres. I can currently add any number to that field. to be clear, what i would like: i enter customer A and he gets customer id number 00001, i enter customer B and he gets number 00002 and so on. Auto number that can't be tampered with from gui, only directly in DB. thank you for any insight. Neil

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Statistics
by Jean BROW 23 Nov '12

23 Nov '12

Hi everyone, OTRS have a good web interface for Statistics. I need this data in to an existing reporting tool we have and I wonder if OTRS do have any API so I automatically can pull out this data? Thanks in advance.

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Answer-Draft with CC-Recipient
by S.Krueger＠aswo.com 22 Nov '12

22 Nov '12

Hi ! I want to create a responce-draft where the field "CC-recipient" is filled automatically with a certain email-address. Is that possible ? We´re using the otrs version 3.1.11 Every tipp is welcome :-) Best regards, Stefanie Krüger

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Can caching be disabled for static stats?
by Bogdan Iosif 16 Nov '12

16 Nov '12

Hi, I'm figuring out static stats by tinkering with code in StateAction.pm. Problem is, to see any change in action I first need to run otrs.DeleteCache.pl and then restart Apache (don't know if they both are required but it's a way I found to be working so I'm sticking with it for now) OTRS's manual says caching can be disable but I haven't figured out how to do it or - important - if it can be done just for static stats. http://doc.otrs.org/3.1/en/html/stats-managing-the-stats-module-by-the-sysa… Beside wishing this for development, having caching disabled in production - just for static stats - would be highly desirable in my situation. Can anyone help with indications on how to disable caching? Thanks, Bogdan

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TicketAcl, UserCustomerID argument limit
by Isaac Gonzalez 15 Nov '12

15 Nov '12

Hi I am using the Ticket ACL here: http://doc.otrs.org/3.1/en/html/ch18s03.html to limit which queues certain customers can see by checking their customer id. This works nicely, but now I want to add a lot more customer id values.... Does the UserCustomerID Parameter below have any limitation in the values you can pass to it? I was hoping to list around 50-100 customer id's without hindering performance. These customerid's are pulled from Active Directory by the way. See below example of my config. Example of my config: $Self->{TicketAcl}->{'Limit queue selection for customers'} = { # match properties Properties => { # current action match properties CustomerUser => { UserCustomerID => ['value1','value2','value3'....'valuen'], }, }, # return possible options (white list) Possible => { # possible ticket options (white list) Ticket => { Queue => ['queue1','queue2 '], }, }, }; Thanks, Isaac

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After upgrading from 2.4.10 to 3.1.11
by Phillip Lynn 14 Nov '12

14 Nov '12

Hi, After upgrading from 2.4.10 --> 3.0.13 --> 3.1.11 there is an issue with on our system. When a ticket is selected and you attempt to paste info into the note, you can not change the font or size of the pasted text. You can make the change and type in the text and it works. Has anyone seen this problem, or do you know where I can add the functionality? We were able to do this on the old 2.4.10 system. Thanks, Phillip Lynn -- Phillip Lynn Software Engineer II NetWolves Phone:813-579-3214 Fax:813-882-0209 Email: phillip.lynn(a)netwolves.com www.netwolves.com

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