February 2012 - otrs - OTRS mailing lists

How to migrate from one server to the other
by Muhammad El-Sergani 03 Feb '12

03 Feb '12

Dear list, Can anyone quickly highlight how could I fully migrate a running system to another one? It's required to have a clean system up and running first (OS level) then migrate OTRS from the old one to the new one. Appreciate your help guys. Thanks //M

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Change class definition
by Alan Murrell 03 Feb '12

03 Feb '12

Hello. I am running OTRS::ITSM v3.0.5. I am wanting to add a field to the "Computer" and "Hardware" classes to enter a cost for the item. I found the following post, which details how to do that, except it does not detail what I need to click on to get to where I can edit the class definition: http://lists.otrs.org/pipermail/otrs/2011-June/035972.html I also cam across <http://doc.otrs.org/itsm/1.2/en/html/ch11s02.html> which says "If the five classes do not suffice to describe your IT environment, further classes can be added via the "general catalog" link in the OTRS::ITSM admin area." The screenshots appear to be what I am looking for, but under "Admin::SysConfig", I have clicked on everything I can see that might have anything to do with "ConfigItem" but am unable to find where to add/edit/define classes. Where do I need to click, exactly, to edit the classes? Thanks, in advance, for your help. -Alan This e-mail is intended only for the individual named above. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you have received this e-mail in error, please delete immediately.

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Questions about multiple companies in OTRS
by Wagner 03 Feb '12

03 Feb '12

Hello, I have multiple companies with multiple users in it, but not all employers from the company has users in my otrs. is there a way to create "generic" client in otrs that could have it´s e-mail changed based on the e-mail received or changed manually the problem is that I have a lot of e-mails from different companies and I can´t add them all as clients on my otrs, and I can´t use one default e-mail for the company because I need the survey to be sent to the user that opened the ticket was that clear? or it got confusing? Thanks

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Fetch Mail: Message: No StateID for '* Abandonné'!
by Michaël Erni 03 Feb '12

03 Feb '12

== En français en dessous == Hi all! I've some problem with POP3 Mail Fetching. When I use "./otrs.PostMasterMailbox.pl" I've got an error about "StateID". (Copy at the end) OTRS get correctly the E-mail by POP3, but it make an error during ticket creation process. And by the way.... I've no more E-mails... and no new ticket on my database Do you have any idea about that? Thanks in advance, Best =========================== Bonjours à tous. J'ai un petit problème avec la récupération d'E-mail via POP3. En effet, lors que j'utilise le script ./otrs.PostMasterMailbox.plj'obtiens constamment une erreur de "StateID". (Ci-dessous) OTRS récupère correctement l'E-mail mais il semble y avoir une erreur durant la procédure de création. Bien entendu, une fois ceci fait, je n'ai plus d'E-mail... et aucun nouveau ticket dans ma base de données! Auriez-vous une idée? Merci d'avance, Salutations *root@web01:/var/www/helpdesk.day.local/bin# ./otrs.PostMasterMailbox.pl* *POP3S: Message 1/1 (Account Config)* *ERROR: OTRS-PostMasterMailbox.pl-10 Perl: 5.10.1 OS: linux Time: Thu Feb 2 15:50:35 2012* * * * Message: No StateID for '* Abandonné'! //Mens "StateID for '*Abord* * * * Traceback (22987):* * Module: Kernel::System::Ticket::TicketCreate (v1.488.2.16) Line: 405* * Module: Kernel::System::PostMaster::NewTicket::Run (v1.76) Line: 147* * Module: Kernel::System::PostMaster::Run (v1.85) Line: 351* * Module: Kernel::System::MailAccount::POP3S::_Fetch (v1.12) Line: 241* * Module: Kernel::System::MailAccount::POP3S::Fetch (v1.12) Line: 106* * Module: Kernel::System::MailAccount::MailAccountFetch (v1.16) Line: 386* * Module: main::Fetch (v1.3) Line: 180* * Module: ./otrs.PostMasterMailbox.pl (v1.3) Line: 93* * * *ERROR: OTRS-PostMasterMailbox.pl-10 Perl: 5.10.1 OS: linux Time: Thu Feb 2 15:50:35 2012* * * * Message: POP3S: Can't process mail, see log sub system (/var/www/helpdesk.day.local/var/spool/problem-email-80458f95e0431dd293b7c1579701d875, report it on http://bugs.otrs.org/)!* * * * Traceback (22987):* * Module: Kernel::System::MailAccount::POP3S::_Fetch (v1.12) Line: 253* * Module: Kernel::System::MailAccount::POP3S::Fetch (v1.12) Line: 106* * Module: Kernel::System::MailAccount::MailAccountFetch (v1.16) Line: 386* * Module: main::Fetch (v1.3) Line: 180* * Module: ./otrs.PostMasterMailbox.pl (v1.3) Line: 93* * * * * *POP3S: Connection to servers closed.*

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Detailed Config Items reports
by Alan Murrell 03 Feb '12

03 Feb '12

Hello. I am trialling OTRS (ITSM 3.0.4) for our organisation and so far loving what I am seeing. My favourite part if the "Config Item" module for tracking computers, locations, networks, etc. I have to occasionally submit detailed reports on the PCs in our organisation, but more than just how many; things like how many per department, etc. I am new to creating reports, and hope someone can point me in the right direction (or tell me what I am looking to do is not possible) I have created a report that gives me the total number of computers and laptops in the database, but I cannot see any options for creating a report that lists each individual computer (in "Production" or otherwise) with it's name and other details. Is this possible to do with the "Statistics" module, or will I likely have to seek an alternate solution. The information is of course in the database; it is just a matter of pulling it out. Thanks, in advance, for your help and advise. -Alan This e-mail is intended only for the individual named above. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you have received this e-mail in error, please delete immediately.

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Configuration Items: Linking Computers and other objects
by Alan Murrell 03 Feb '12

03 Feb '12

Hello, Is there a way to link configuration items? Notably, I would like to link computers with monitors and printers. I saw a posting about someone who was able to do something similar with the items he had in an OCS database then run a Pythin script that did the linkings, but I would much prefer a way to do it in the interface? Thanks, in advance, for you help and advice. -Alan This e-mail is intended only for the individual named above. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you have received this e-mail in error, please delete immediately.

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User Search and General Search in OTRS when not providing any search criteria.
by Alvaro Cordero 02 Feb '12

02 Feb '12

Hello All I am implementing OTRS 2.4 because some regulatory things we cannot implement the most current version. But I have had some questions from quality that I will like to see if any one has already resolved. When searching in any module, but specifically in Users, FAQ's and Tiquets if the user does not specify any search option the system shows all the information available (like a select * from....) They are claiming that for performance the system should not return any information when searching on an empty string, also when searching for users that do not exist in the system it just returns nothing which is ok, but no message or alert is displayed saying there was no info for the search criteria. I anyone can help me out with those inquires I will be more than thankfull. Best Regards, -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro(a)gridshield.net www.gridshield.net

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Access via IMAP, does it delete emails from the server
by Muhammad El-Sergani 02 Feb '12

02 Feb '12

Hi all, Does using OTRS to access emails via IMAP, delete them from the mail server? If yes, is there anyway to keep them there? Thanks //M

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Diff between PendingDate and Due date?
by Pradumna Maheshwari 02 Feb '12

02 Feb '12

Hello, Can you tell me, what is difference between 'PendingDate' and 'Due date'? Under what situation, should each one be used ? thanks... Pradumna Maheshwari =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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MyHammerQueueViewByCustCont not working on OTRS 3.0.11
by Muhammad El-Sergani 02 Feb '12

02 Feb '12

Hi all, Has anyone tried installing the MyHammerQueueViewByCustCont<http://98.124.178.145/otrs/index.pl?Action=AdminPackageManager;Subaction=Vi…> package on OTRS 3.0.11? I have two systems: 1. OTRS 3.0.9 upgraded to 3.0.10 then 3.0.11 with MyHammerQueueViewByCustCont<http://98.124.178.145/otrs/index.pl?Action=AdminPackageManager;Subaction=Vi…> installed sometime ago, and it's working fine on the latest version 2. OTRS 3.0.11 freshly installed, but MyHammerQueueViewByCustCont<http://98.124.178.145/otrs/index.pl?Action=AdminPackageManager;Subaction=Vi…> is now working ok Appreciate any feedback or input on this, it's driving one insane! Thanks //M

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