March 2012 - otrs - OTRS mailing lists

Question about
by S.Krueger＠aswo.com 30 Mar '12

30 Mar '12

Hi ! I´ve a question about a certain behavior in the otrs views. Why does the "customer" and "subject" in theview "my locked tickets" changed, when I get a respond-email to a ticket, where the sender of that email is not equal to the customer of that ticket ? Example: The customer of the ticket ist "T.muster(a)xx.com". I send an email to user "m.test(a)xxx.com". When I get the answer from "m.test(a)xxx.com" the name (From) in the view "my locked tickets" changed from "t.muster(a)xx.com" to "m.test(a)xxx.com". Is that normal ? What´s the reason ? Can I change that , so that always the customer ot that ticket is displayed !? Thanks, Steffi

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Antwort: otrs Digest, Vol 42, Issue 63
by S.Krueger＠aswo.com 30 Mar '12

30 Mar '12

Message: 2 Date: Fri, 30 Mar 2012 09:15:57 +0200 From: Cyrille Bollu <cyrille.bollu(a)belnet.be> Subject: Re: [otrs] Question about To: otrs(a)otrs.org Message-ID: <4F755DAD.9090607(a)belnet.be> Content-Type: text/plain; charset="iso-8859-1" Hi ! I find a way to change the displayed subject: you can change the SYSCONFIG -->> Ticket::Frontend::OverviewSmall###ColumnHeader -->> Change the option to "TicketTitle" With that option always the subject of the ticket is shown and not the article subject of the last customer. Best regards, Steffi ############################################################################## Hi, AFAIU, you don't reply to tickets; instead, you reply to article. So, you reply to the sender of the article, not the ticket's owner. For what regard the subject, I believe it's related to this design. But I haven't yet figured it out clearly. I also find it counter-intuitive, but I don't know if it is configurable. BR, Cyrille Le 29/03/2012 11:53, S.Krueger(a)aswo.com a ?crit : > Hi ! > > I?ve a question about a certain behavior in the otrs views. > > Why does the "customer" and "subject" in theview "my locked tickets" > changed, when I get a respond-email to a ticket, where the sender of > that email is not equal to the customer of that ticket ? > > Example: > The customer of the ticket ist "T.muster(a)xx.com". I send an email to > user "m.test(a)xxx.com". > When I get the answer from "m.test(a)xxx.com" the name (From) in the > view "my locked tickets" changed from "t.muster(a)xx.com" to > "m.test(a)xxx.com". > Is that normal ? What?s the reason ? > Can I change that , so that always the customer ot that ticket is > displayed !? > > Thanks, Steffi > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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Update / Config issue Otrs 3.1
by Duncan Beckers 30 Mar '12

30 Mar '12

Hi to all! I got a major problem. I am updating Otrs 2.4 to 3.1 I rebuild the MySql database with the .pl scripts (2 time's 2.4> 3.0 > 3.1) But when I restore the 2.4 config file it gives me an error: (by open a new ticket) Core.Agent.CustomerSearch is undefined (?)()@http://IP/otrs/index.pl?Action=AgentTicketPhone:1091 Ready((function (a, b) {return new e.fn.init(a, b, h);}))@http://IP/otrs-web/js/js-cache/CommonJS_68dde536bb70ecee1bc2009976639 7fc.js:500 trigger([object HTMLDocument],[object Array])@http://IP/otrs-web/js/js-cache/CommonJS_68dde536bb70ecee1bc200997663 97fc.js:33 trigger()@http://IP/otrs-web/js/js-cache/CommonJS_68dde536bb70ecee1bc2009976 6397fc.js:33 trigger([object Event])@http://IP/otrs-web/js/js-cache/CommonJS_68dde536bb70ecee1bc200997663 97fc.js:33 please can somebody help me ! Thanks In Advanced! Duncan Beckers The Nederland's

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IMAP command garbage at the end of tickets
by Nils Breunese (Lemonbit) 27 Mar '12

27 Mar '12

Hello, Since some OTRS 3.x version every e-mail that gets imported into OTRS has the following line appended at the end: ---- * 1 FETCH (FLAGS (\Seen \Recent) ---- This looks like some kind of IMAP command. We use the otrs.PostMasterMailbox.pl cronjob to import e-mails from an IMAP mailbox into OTRS. Any idea what could be the problem? Anyone else seen this? Thanks, Nils Breunese Lemonbit Internet

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Responses in 3.0.x
by Ugo Bellavance 27 Mar '12

27 Mar '12

Hi, I just upgraded my OTRS system from 2.3, which only supported plaintext for email interactions, to 3.0.12, which supports HTML (nice job!). My responses and auto-responses have been converted into HTML, but I had a surprise when I wanted to edit one: the variables had disappeared. But since they work as before I didn't really care, but I was just wondering how to edit them. If I edit the source of the message, I can see the variables. Is that the way to edit variables? Thanks, Ugo

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Notifications (Event) HTML
by Ugo Bellavance 27 Mar '12

27 Mar '12

Hi, I just upgraded my system from 2.3 to 3.0.x and I am wondering if it is normal that the Notifications (Event) are only in plain text. Is it possible to have them sent in HTML like the rest of the email interactions (autoreplies, responses, etc.)? Thanks, Ugo

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image in OTRS signature
by info 27 Mar '12

27 Mar '12

Hello, i would like to ask you, if you can verify for me that OTRS 2.4.7 is supporting images in signatures. Probably I must somehow force OTRS to use html emails instead of plaintext because of <img src="http://site.com/image.jpg" /> tag. I need to add our company logo as a signature at the end of "reply to customer" emails. Thanks for help, regards, Martin

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Error attempting to use OTRS outside of network
by Gadow, Shawn 27 Mar '12

27 Mar '12

I have never had this issue with any other web app I have set up however I use ISS with most of my web apps.. everything works fine with OTRS inside of the network and has for months now I love the product.. but today I decided to make it available outside as so I could use a phone app to access the system.. at any rate whenever I attempt to load the site using the outside url I receive the following error and I am at a loss as to why.. otrs is installed on a windows server.. any ideas? Technical Information (for support personnel) * Error Code: 502 Proxy Error. The network is down. (10050) * IP Address: 10.1.2.10 * Date: 3/22/2012 8:35:40 PM [GMT] * Server: ODTMG-01.ocusd.local * Source: proxy Thank you, Shawn Gadow Network Administrator Oregon CUSD 220 "Security is when everything is settled. When nothing can happen to you. Security is the denial of life." - Germaine Greer

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schedules running in duplicated threads?!
by Jan.Dreyer＠bertelsmann.de 27 Mar '12

27 Mar '12

Hello. We are using OTRS 2.4.9 with OTRS-C.I.C.S 3.3.7. Sometimes we have a strange phenomenon: schedules seem to be executed several times. Here an excerpt from the logfile: [Tue Mar 27 07:34:46 2012][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'delete old Junk' from config file. [Tue Mar 27 07:34:46 2012][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'delete old Junk' from config file. [Tue Mar 27 07:34:46 2012][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'delete old Junk' from config file. [Tue Mar 27 07:34:46 2012][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'delete old Junk' from config file. [Tue Mar 27 07:34:46 2012][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'delete old Junk' from config file. [Tue Mar 27 07:34:46 2012][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'delete old Junk' from config file. [Tue Mar 27 07:34:46 2012][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'delete old Junk' from config file. [Tue Mar 27 07:34:46 2012][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'delete old Junk' from config file. [Tue Mar 27 07:34:46 2012][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'delete old Junk' from config file. [Tue Mar 27 07:34:46 2012][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'delete old Junk' from config file. [Tue Mar 27 07:34:50 2012][Error][Kernel::System::MailAccount::IMAPS::_Fetch][159] IMAPS: Can't process mail, email no 1 is empty! [Tue Mar 27 07:34:50 2012][Error][Kernel::System::MailAccount::IMAPS::_Fetch][159] IMAPS: Can't process mail, email no 1 is empty! [Tue Mar 27 07:34:50 2012][Error][Kernel::System::MailAccount::IMAPS::_Fetch][159] IMAPS: Can't process mail, email no 1 is empty! [Tue Mar 27 07:34:50 2012][Error][Kernel::System::MailAccount::IMAPS::_Fetch][159] IMAPS: Can't process mail, email no 1 is empty! [Tue Mar 27 07:34:50 2012][Notice][Kernel::System::MailAccount::IMAPS::_Fetch] IMAPS: Fetched 1 email(s) from accountA/my.mail.server. [Tue Mar 27 07:34:50 2012][Notice][Kernel::System::MailAccount::IMAPS::_Fetch] IMAPS: Fetched 1 email(s) from accountA/my.mail.server. [Tue Mar 27 07:34:50 2012][Notice][Kernel::System::MailAccount::IMAPS::_Fetch] IMAPS: Fetched 1 email(s) from accountA/my.mail.server. [Tue Mar 27 07:34:50 2012][Notice][Kernel::System::MailAccount::IMAPS::_Fetch] IMAPS: Fetched 1 email(s) from accountA/my.mail.server. As you can see, the same GenericAgent Job run 10 times at the same time (of course there is only one line for it in crontab). That's not that bad, as there will be nothing to do for 9 of these jobs. But running the PostMasterMailbox process more than one time results not only in error messages (Can't process mail .), but in duplicate tickets (and duplicate notifications) also! I couldn't find a report in the otrs-bugtracker that fits to this behavior. Is someone on this list who noticed similar? Is it a known bug and I just did not find it?! All answers would be appreciated. Regards Jan Dreyer IT Administrator / Operations Team / arvato M-IT OMS

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Re: [otrs] Problem of refresh in queue view
by Martignier, Philippe 26 Mar '12

26 Mar '12

Many thanks Mike, I found the same job being the cause (after looking night after night) when the system was automatically updated. We had an OTRS review and maybe that parameter was changed, I will check again. Have a nice day, Phil -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: mercredi, 7. mars 2012 18:30 To: otrs(a)otrs.org Subject: otrs Digest, Vol 42, Issue 12 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Decision Result values (Juan Manuel Clavero Almir?n) 2. Re: upgrade from 3.0.11 to 3.1.2 error on: scripts/DBUpdate-to-3.1.mysql.sql (Michiel Beijen) 3. Re: Problem of refresh in queue view (Michiel Beijen) ---------------------------------------------------------------------- Message: 1 Date: Wed, 7 Mar 2012 15:59:14 +0000 From: Juan Manuel Clavero Almir?n <juanm.clavero(a)ibsalut.es> Subject: [otrs] Decision Result values To: User questions and discussions about OTRS. <otrs(a)otrs.org> Message-ID: <4E6C4135180B424CBFC6C6DE9456154A01F7FD(a)SCPDPSEXMB01P.ssib.local> Content-Type: text/plain; charset="utf-8" Hi all, we don?t need so many options in Decision Result and we?d like to have them changed. Is it safe to remove options and translate them? Is there any logic that needs the options to be named as they are now? We are using OTRS:ITSM 3.0.5 and we are not planning to update to 3.1 anytime soon Thank you Juan Clavero Almir?n

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