February 2012 - otrs - OTRS mailing lists

RichTextEditorTweaks for OTRS3.1.1
by Muhammad El-Sergani 26 Feb '12

26 Feb '12

Hi, I've upgrade from 3.0.11 to 3.1.1 and now RichTextEditorTweaks doesn't work, due to the framework upgrade. Has anyone got this to work? Or can I have the same functions allowed from within OTRS itself? Thanks //M

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Error During Ajax Communication
by Chris Arnold 24 Feb '12

24 Feb '12

Fresh install of SLES11 SP1 and a brand new install of OTRS. I finally got all the dependencies worked out and OTRS is installed. I go to http://localhost/otrs/installer.pl and get to step 2 - Database Settings. I fill in all the info and click check database settings and i get: Error During Ajax Communication I can't seem to make it passed this. The MySQL server is a different server and i used the ip address in the Host field of step 2. 1 other thing i noticed during the install; when following http://doc.otrs.org/3.1/en/html/install ... on-on-suse, restarting the apache2 server does not show: CODE: SELECT ALL Starting httpd [ PERL ] Anyone seen this during installation?

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Survey Modul code error 2.1.1
by sameer khan 22 Feb '12

22 Feb '12

Dear all There is a error in the code as EditQuestion doesn't show type as comobox. i am guessing that what is suppose to show up as. Sorry in advance i didn't know where to post the bug so i reported it here. If some one can release a patch or how to fix it will greatly appreciate it Regards

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otrs not fetching the mails
by Suraj Rathod 22 Feb '12

22 Feb '12

Hi All, OTRS suddenly stopped auto fetching of mails from pop3 account. I need to manually click over "Fetch mail" from Admin panel. Previously it was fetching the mails by its own but few days back after a reboot, OTRS is unable to perform the default functionality. Mails sent to the associated mail account are getting delivered properly to the mailbox. Any guidance? --Suraj

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Urgent Help Required
by Amit Sharma 22 Feb '12

22 Feb '12

Dear All, All of sudden I see the following errors in OTRS log: Duplicate entry '0' for key 'PRIMARY', SQL: 'INSERT INTO ticket (tn, title, create_time_unix, type_id, queue_id, ticket_lock_id, user_id, responsible_user_id, group_id, ticket_priority_id, ticket_state_id, ticket_answered, escalation_time, escalation_update_time, escalation_response_time, escalation_solution_time, timeout, service_id, sla_id, until_time, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, 0, 0, 0, 0, 0, 0, ?, ?, 0, ?, current_timestamp, ?, current_timestamp, ?)' Please Help! It is urgent. Thanks and Regards, Amit Sharma

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change from runtimedb to staticdb
by Neil Simpson 20 Feb '12

20 Feb '12

Hello, i wanted to switch from runtimedb to staticdb today for "core::ticket::indexmodule" on otrs 3.0.9. Changed the value in otrs gui to staticdb, then ran the otrs.rebuildticketindex.pl script. script fails almost immediately with: message - no such ticketid (72145) has anyone come across this and knows a simple fix? ive reverted back to runtimedb for now and run the cleanup script to avoid conflicts. any help appreciated. Neil

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Pending times in filters
by Kristofer 18 Feb '12

18 Feb '12

Hello, Is it possible to spend a "relative" pending time in filters for fields such as "X-OTRS-State-PendingTime"? For example, for tickets auto-filtered into a certain queue, I would like them to have an automatic reminder set up to remind in exactly 3 days, or 72 hours. How can I do this? Kris

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QueueView in OTRS 3.1.1
by Muhammad El-Sergani 18 Feb '12

18 Feb '12

Hi all, After the upgrade from 3.0.11 to 3.1.1, going to QueueView then clicking on any Queue doesn't show the tickets within. The only way to show those tickets is to go to the ticket and press on its Queue from the side bar. Can anyone help with this? Thanks //M

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OTRS on Linux and Agents on Windows - How to Single Sign On
by Amit Sharma 17 Feb '12

17 Feb '12

Hi, I have OTRS 2.4.7 on Linux server. I would like to know if SSO is possible for Agents using Windows Machine. I Googled for it and found HOWTO document of SSO if OTRS Server is on Windows, but my requirement is for Linux OTRS server. Please guide. Thanks and Regards, Amit Sharma

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otrs 2.4 UTF8 quoted printable problem
by Stefan Priebe 17 Feb '12

17 Feb '12

Hi list, for now we're still using OTRS 2.4. An Upgrade to 3.X is planned but will not happen very soon. Since a long time we had the Problem that UTF-8 quoted printable mails are not correctly displayed. All öäüß are messed up. The OTRS is set to defaultcharset utf8 and also the database behin it is running utf8. mysql> show variables like '%char%'; +--------------------------+-----------------------------------------+ | Variable_name | Value | +--------------------------+-----------------------------------------+ | character_set_client | utf8 | | character_set_connection | utf8 | | character_set_database | utf8 | | character_set_filesystem | binary | | character_set_results | utf8 | | character_set_server | utf8 | | character_set_system | utf8 | | character_sets_dir | /usr/local/mysql5/share/mysql/charsets/ | +--------------------------+-----------------------------------------+ Any ideas what could be wrong? Thanks! Stefan

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