February 2012 - otrs - OTRS mailing lists

login using ldap
by Neil Simpson 28 Feb '12

28 Feb '12

Hello, Using otrs 3.0.9. I remember a time in version 2.4 where i could login to otrs WITHOUT having an account already configured in otrs, just a valid ldap account. You'd then log-out, admin would setup your groups + queues, you'd log back in and be done. in 3.0.9 i need to first create the user account before a valid LDAP user can login to otrs. i didn't make any big changes to my config.pm file. anyone had a similar experience or know an option to fix the issue. thanks in advance, Neil

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Problem with answers
by Wagner 28 Feb '12

28 Feb '12

hello, I'm having a weird problem with answers. When I select a answer to send to the customer, in the AgentTicketCompose view it shows the history of the e-mail sent to create the ticket, but when I send the answer, the customer doesn't get the ticket history. Any Ideas? how can I solve it or get more info about it? thanks

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website otrs.org no more reachable without www prefix
by Thomas Mueller 28 Feb '12

28 Feb '12

hi noticed http://otrs.org is not working anymore. you need to enter http:// www.otrs.org. maybe this change was not inteded? - Thomas

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OTRS 3.1: change free fields content from ticket detail
by Marco Vannini 28 Feb '12

28 Feb '12

Hi all, When I select to view a ticket's detail and try to press free field from the ticket detail menu otrs generates a popup with the following error description "An error occured! Do you want to see the complete error message?" If I select yes the description is the one in the attached picture. Could this behavior be a bug or it is an upgrade error ? Thank you in advance MV

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OTRS 3.1 - stat module - internal server error
by Marco Vannini 28 Feb '12

28 Feb '12

Hi all, Are you able to run (add) stats on the 3.1 ? I've just tried this /index.pl?Action=AgentStats;Subaction=EditSpecification;StatID=new and I get an internal server error of type: [Mon Feb 27 17:18:56 2012] [error] Can't locate object method "TicketFreeTextGet" via package "Kernel::System::Ticket" at /opt/otrs//Kernel/System/Stats/Dynamic/ITSMTicketFirstLevelSolutionRate.pm line 389.\n Thank you in advance. MV

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Change OTRS Home?
by Chris Arnold 28 Feb '12

28 Feb '12

Is it possible to change otrs home install folder. For example: now http://domain/otrs. Would like http://domain/helpdesk. Is that possible? Sent from my iPhone

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AUTO: Damiano Anselmi is out of office (tornerà il 29/02/2012)
by Damiano Anselmi 28 Feb '12

28 Feb '12

Sono fuori dall'ufficio fino a 29/02/2012 For urgent matters: - please contact Paolo Lui, plui(a)ufi.it (Tel. +39 0376 386872) I'm out of office. I will respond to your message when I'm back. For UFI Users: please open a ticket with Mantis Helpdesk system In case of emergency, please contact In caso di urgenze contattare gli altri colleghi ICT Nota: Questa è una risposta automatizzata al messaggio "[otrs] Change OTRS Home?" inviata il 28/02/2012 0.26.34. Questa è l'unica notifica che verrà ricevuta mentre la persona è assente. UFI FILTERS spa Via dell’Industria, 4 37060 Nogarole Rocca (VR) Italia T. +39 045 6339911 F. +39 045 6395011 www.ufifilters.com

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Scheduler Service Error
by Chris Arnold 27 Feb '12

27 Feb '12

3.1.1 on sles 11 sp 1. Just installed, still configuring otrs. When I otrs start, I see a scheduler service error, checking otrs scheduler service.....error! This can happen if your database is not configured yet. I guess it is configured as I can create tickets, add agents and like I said earlier, configure otrs. If I otrs stop, I see no cron tab for otrs Shutting down crontab...failed! I did have some problem during configuration with crontab but I did login as otrs user and run the crontab command without error. The logs in the admin UI does not say anything about a scheduler / crontab error. I also can not enable otrs to auto start (error 1). Can anyone help with this? Sent from my iPhone

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AS/400 backend
by Giovanni Lovato 27 Feb '12

27 Feb '12

We are considering to switch to OTRS for our online Help Desk. We still have an IBM AS/400 customer database, does anyone have any experience on the integration of OTRS with AS/400 backend? Thank you very much! Giovanni

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Ticket search by customer attributes
by Giovanni Lovato 27 Feb '12

27 Feb '12

Is it possibile to create a search ticket profile including customer attributes such as city or country? I need to find all tickets belonging to customers in a specific city or country. If it's actually not possible, where can I try to implement this feature? Thank you very much! Giovanni

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