February 2012 - otrs - OTRS mailing lists

Attachments not included in forward function
by Martignier, Philippe 13 Feb '12

13 Feb '12

Hi there, I have a huge problem that make my agents loosing trust in OTRS (they are about to switch back to Outlook). The forward function does not forward all attachements. I have a ticket where I have four attachments: - file1 that is a copy from the original email (don't know why this file is there) - image001.gi f that is the logo from the customer contained in the incoming email - ro_parameters6 0.doc one doc word (with a space in the name) - model_notification_longtextfollowingblabla.doc one other doc word with a long name When I click forward, I just got the ro_parameters6 0.doc document attached. The three others files are not there anymore ... Any idea? Many thanks for your help ... Philippe Philippe Martignier Communications Division Customer Service Center Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : NC Office : 3, 316 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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Empty contabilized time
by Sistemas 09 Feb '12

09 Feb '12

Hello. In the detailed view page "AgentTicketZoom", in the ticket information column, the contabilized time always appears empty. I've checked the mysql database and the time has been saved. I can retreive it via sql sentence, but it's not shown in the otrs page. ¿Any idea? Thank you.

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Export name and email adresses to a CSV file
by Andy Wodfer 09 Feb '12

09 Feb '12

Hi, We're running OTRS 2.4.7 currently. I need to export all names and email adresses from tickets (from senders) in 2 different OTRS folders/mailboxes. The csv file needs to be in the following format: name, email Are there any plugins for OTRS that can do this or can someone give me some input on how to do this the best way? Thanks! Andy

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States
by Ugo Bellavance 08 Feb '12

08 Feb '12

Hi, OTRS 2.3.3 I have these log entries: Nov 28 15:57:13 server OTRS-CGI-36[15661]: [Error][Kernel::System::State::StateGet][Line:210]: StateType 'merged' not found! Nov 28 15:57:13 server OTRS-CGI-36[15661]: [Error][Kernel::System::Ticket::StateSet][Line:4466]: Need StateID or State! Could that explain that closing merged tickets only closes one ticket? This seems to have been existing for a while. How can I fix this problem? Isn't the merged StateType supposed to come with a standard OTRS install? Also, I just started getting these errors: Dec 2 14:45:04 server OTRS-PendingJobs-36[18224]: [Error][Kernel::System::State::StateGet][Line:210]: StateType 'closed successful' not found! Dec 2 14:45:04 server OTRS-PendingJobs-36[18224]: [Error][Kernel::System::Ticket::StateSet][Line:4466]: Need StateID or State! Where should I look to find the problem? Thanks, Ugo

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ERROR: No Ticket::StateAfterPending found for 'Monitor - Auto Close' in Kernel/Config.pm!
by Steve Clark 08 Feb '12

08 Feb '12

Hi All, We are getting this error message: ERROR: No Ticket::StateAfterPending found for 'Monitor - Auto Close' in Kernel/Config.pm! I found something that seemed to say I needed the following in our Kernel/Config.pm file so I added it but we are still getting the above mentioned error message. Can someone clue me in on what I need to do. # -- # Kernel/Config.pm - Config file for OTRS kernel # ... lots of stuff omitted. ... # state after pending # (state after pending time has reached) $Self->{Ticket::StateAfterPending} = { 'pending auto close+' => 'closed successful', 'pending auto close-' => 'closed unsuccessful', }; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } Thanks, -- Stephen Clark *NetWolves* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

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Re: [otrs] How to migrate from one server to the other
by Robinson Mitchell 08 Feb '12

08 Feb '12

Muhammad: Because OTRS has almost all of its configuration info in the database you can simply install OTRS clean on the new system, create a new database, import the database from the old system into the new database, then point the new OTRS installation to the migrated database by entering its name and credentials in Kernel/Config.pm. I had to do this when we migrated our system in the Amazon Cloud from 2.47 to 3.0.11. I took the database from the existing helpdesk, did a fresh install of 2.47 on a test server in our office, upgraded the database to 3.0.11, then did a clean install of 3.0.11 on a new clean AMI Instance (generic Ubuntu). Once OTRS 3.0.11 was up and running on a new blank install, I took the database dump from the upgraded instance in the office (I used PHPMyAdmin to export the database to a .SQL script) and loaded it into a new database on the new cloud server (I just used MySQL from the command line to run the database restore script created by PHPMyAdmin), then edited Kernel/Config.pm to point this instance of OTRS to the upgraded database. Once that was done I loaded some additional modules we wanted to use for our OTRS/ITSM installation. The main thing that makes this possible is that almost all of the OTRS customizations are in the database. This explanation is a bit over-simplified but this method will get you most of the way to a successful migration, and it's completely non-destructive to the original instance, so you can continue running the original instance until you have the new one up and tested. Stop the web server on the original instance, do a fresh database dump, restore it into the database on the new server to get any new changes (tickets, articles, ITSM entities) that took place since you did the original dump. Don't worry about my description of upgrading the database if you're going to the same version as the original. This part would not apply to your deployment. Good luck with your migration! Rob

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ldap user authentication in 3.1-beta1
by Juan Manuel Clavero Almirón 08 Feb '12

08 Feb '12

Hi, I’ve installed otrs-3.1.0.beta1 in a test environment from source (tar.gz). I’ve run web installer and I’ve copied the ldap section of my current otrs-3.0.11 config.pm I get the following error when logging as a user: Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid. System log has the following lines: [Tue Feb 7 12:34:46 2012][Notice][Kernel::System::Auth::LDAP::Auth] User: XXXX (CN=YYYY,OU= YYYY,DC= YYYY,DC= YYYY) authentication ok (REMOTE_ADDR: ZZZ. ZZZ. ZZZ. ZZZ). [Tue Feb 7 12:34:46 2012][Error][Kernel::System::User::UserLookup][746] No UserID found for XXXX! [Tue Feb 7 12:34:46 2012][Error][Kernel::System::User::UserLookup][746] No UserID found for XXXX! [Tue Feb 7 12:34:46 2012][Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: XXXX!!! Has anything changed in AuthSyncModule in otrs 3.1? Juan Clavero Almirón Gestiò d’Identitats, Firma i Custòdia Oficina de Tecnologies, Informació i Comunicacions (OTIC) Servei de Salut de les Illes Balears C/ de les Escoles, s/n - 07181 Bendinat - Mallorca Telf. +34 971.42.65.30

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Message: Bad Filter
by Amit Sharma 08 Feb '12

08 Feb '12

Hi, I am getting this message in my email, day in and day out: Subject: Cron <root@otrsserver> /opt/otrs/bin/PostMasterMailbox.pl >> /dev/null ERROR: OTRS-PMAccount-10 Perl: 5.8.8 OS: linux Time: Wed Feb 8 13:52:02 2012 Message: Bad filter Traceback (12123): Module: Kernel::System::CustomerUser::LDAP::CustomerSearch (v1.53) Line: 336 Module: Kernel::System::CustomerUser::CustomerSearch (v1.55) Line: 178 Module: Kernel::System::PostMaster::NewTicket::Run (v1.75) Line: 102 Module: Kernel::System::PostMaster::Run (v1.83) Line: 351 Module: Kernel::System::MailAccount::POP3::_Fetch (v1.6.2.1) Line: 165 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6.2.1) Line: 45 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: main::Fetch (v1.10) Line: 181 Module: /opt/otrs/bin/PostMasterMailbox.pl (v1.10) Line: 94 Any pointers?? Thanks and Regards, Amit Sharma

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AUTO: Damiano Anselmi is out of office (tornerà il 08/02/2012)
by Damiano Anselmi 07 Feb '12

07 Feb '12

Sono fuori dall'ufficio fino a 08/02/2012 I'm not in the office until 08.01.2012. I'll be back on 09.01.2012 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] ldap user authentication in 3.1-beta1" inviata il 07/02/2012 12.43.24. Questa è l'unica notifica che verrà ricevuta mentre la persona è assente.

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Android App
by Pavel Titov 06 Feb '12

06 Feb '12

Hello, I have noticed a number of requests for an OTRS Android app in the list and decided to develop one, please check it out: https://market.android.com/details?id=com.ptitov.megaticket It's still in beta, but should work stable and has all essential functionality, namely: * Dashboard * Notifications of new assigned tickets * OTRS views: queue, status, escalation, locked, watched, responsible * All essential ticket operations: displaying, creating, responding, leaving note, moving and closing. I tried to test it on all devices and servers I have access to, but there still may be some bugs, so please don't hesitate to contact me if you have a bug report or feature request. Regards, Pavel Titov

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