March 2012 - otrs - OTRS mailing lists

Responses to archived tickets
by Neil Simpson 21 Mar '12

21 Mar '12

Hello, We archive any tickets older than 3 months. I've seen recently that when someone replies to a ticket that is archived then the ticket is NOT restored. From what i can see this is due to no change in the status of the ticket. why does a response from a customer not change the status of the ticket though? it just shows as "FollowUp" in the history of the ticket and sends a note to the owner of that ticket but the ticket remians archived. I would expect the eventmodule "archiverestore" to kick in at that point and change archive state to "n". anyone with experience or solution on this? thanks Neil

1 0

URL Parameters for Agent Ticket
by John Hewitt 20 Mar '12

20 Mar '12

Hi All, I am creating a template as shown here http://blog.otrs.org/2010/11/02/otrs-3-0-ticket-templates/ but am getting a "Invalid Challenge Token" error. I can get around this by commenting out the line within AgentTicketPhone.pm as follows #$Self->{LayoutObject}->ChallengeTokenCheck() Is there a config change that removes the Token challenge? My goal is to have the Ticket creation page opened directly from another application that can populate values such as Selected Customer. I can select a customer within the URL like : /otrs/index.pl?Action=AgentTicketPhone;Subaction=StoreNew;ExpandCustomerName=2;SelectedCustomerUser=u08708 It show the Customer on the right of screen in its details box, but this doesnt populate the "From Customer" field in the form - does anyone know how to populate this? ThanksJohn

1 1

Postmaster filter to modify article or ticket title via X-OTRS header ?
by Hugh Kelley 20 Mar '12

20 Mar '12

Context: We receive "User Account Lockout" messages sent to OTRS by another system via SMTP. I'm already using a postmaster filter to assign the customer account on these tickets. I'd also like to update the article/ticket title at the same time so that the dashboard view is more descriptive. Question: Is there an X-OTRS header for this purpose? Hugh

1 0

difference between invalid and invalid temporarily?
by José Luis 20 Mar '12

20 Mar '12

what is the differencebetweenvalid andinvalidtemporarily?

1 0

Upgrading windows install from 2.4.7 to 3.1?
by TechFan 19 Mar '12

19 Mar '12

It appears that there is no way to do an upgrade. According to the website (http://doc.otrs.org/3.1/en/html/upgrade-windows-installer.html) there should be a FAQ explaining the process, but it doesn't seem to be found, FAQ# 4200351 (http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ;ItemID=351) There is a YouTube video from 2009 (not sure if it still applies) that I will be trying to run through and document, but does anyone already have the upgrade steps written down? Anyone done it? Thanks.

3 3

OTRS upgrade from 3.0 to 3.1 fail - Run scripts/DBUpdate-to-3.1.pl
by Marco Ferreira 19 Mar '12

19 Mar '12

Hello All, I try to upgrade my otrs from version 3.0 to new version 3.1 and I have the below error when run the perl script scripts/DBUpdate-to-3.1.pl ################################################################################################################## Migration started... Step 1 of 22: Refresh configuration cache... done. Step 2 of 22: Check framework version... done. Step 3 of 22: Creating DynamicField tables (if necessary)... done. Step 4 of 22: Create new dynamic fields for free fields (text, key, date)... done. Step 5 of 22: Migrate ticket free fields to dynamic fields... Migrated 0 tickets of 0 (with Free fields data). done. Step 6 of 22: Migrate article free fields to dynamic fields... Migrated 0 articles of 0 (with Free fields data). done. Step 7 of 22: Verify if ticket data was successfully migrated... Verified 0 tickets of 0 (with Free fields data). done. Step 8 of 22: Verify if article data was successfully migrated... Verified 0 articles of 0 (with Free fields data). done. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.8.8 OS: linux Time: Fri Feb 17 11:03:37 2012 Message: Need Label! Traceback (32511): Module: Kernel::System::DynamicField::DynamicFieldUpdate (v1.50) Line: 378 Module: main::_MigrateFreeFieldsConfiguration (v1.71) Line: 1245 Module: scripts/DBUpdate-to-3.1.pl (v1.71) Line: 139 Could not migrate configuration for dynamic field: ArticleFreeText1 at scripts/DBUpdate-to-3.1.pl line 1253. ################################################################################################################## Someone already have this error, could you please help me. Regards, Marco

3 5

Migration issue from OTRS 3.0.11 to 3.1.2 - Run scripts/DBUpdate-to-3.1.pl
by Guido Eli 19 Mar '12

19 Mar '12

Hello all, I try to upgrade my otrs from version 3.0.11 to the new version 3.1.2 and I have the error below when I execute the perl script scripts/DBUpdate-to-3.1.pl ################################################################################################################## .... ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.8.8 OS: linux Time: Tue Mar 13 22:44:56 2012 Message: Need Label! Traceback (9299): Module: Kernel::System::DynamicField::DynamicFieldUpdate (v1.50) Line: 378 Module: main::_MigrateFreeFieldsConfiguration (v1.74) Line: 1186 Module: scripts/DBUpdate-to-3.1.pl (v1.74) Line: 139 Could not migrate configuration for dynamic field: TicketFreeTime1 at scripts/DBUpdate-to-3.1.pl line 1194. Step 9 of 23: Migrate free fields configuration... ################################################################################################################## I do not use the TicketFreeTime fields, so they should be NULL. Has someone already had this problem ? Kind Regards Guido

3 2

to ask about OTRS & FUSIONINVENTORY integration
by Neel.Darji＠ril.com 19 Mar '12

19 Mar '12

Hello, I want to know that is OTRS & Fusioninventory integration ready? From which site, I can get more information on this? On site, I read that this was about to launch at the end of February,2012. So can you please tell me what is the update on this? Regards, Neel Darji 50009599 WS-148, 2A 2nd Floor Enterprise Open Source Lab IT,Reliance Industries Ltd. Contact :- 7738951761, 9924204849 Extension No. :- 73155 E-mail :- Neel.Darji(a)ril.com "Confidentiality Warning: This message and any attachments are intended only for the use of the intended recipient(s). are confidential and may be privileged. If you are not the intended recipient. you are hereby notified that any review. re-transmission. conversion to hard copy. copying. circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient. please notify the sender immediately by return email. and delete this message and any attachments from your system. Virus Warning: Although the company has taken reasonable precautions to ensure no viruses are present in this email. The company cannot accept responsibility for any loss or damage arising from the use of this email or attachment."

3 2

Ideas for forwarding from technician's email to OTRS
by Mary Hunter 18 Mar '12

18 Mar '12

Hi, It is sometimes difficult for us to convince some users to email our helpdesk email instead of emailing particular technicians. This is rough on our techs *and *our users - if a technician is out or busy, the user doesn't get the speedy service they would get if they had used our helpdesk, and it means our techs have to either log the ticket manually from their email and/or explain that they just have to email a different email address. Also, if a person is high enough on the org chart, you just don't tell them you're not going to help them because they contacted you through the wrong channel. Even if it's a user that we can't get to go through the helpdesk for whatever reason, we want to log these calls properly, and get them into our ticket system so they can be tracked and ensure proper followup and quality control. I'm wondering if anyone has found an easy way for technicians to log tickets from their email into OTRS -- easier than logging a ticket by filling in each field manually. Back when we used another email system, I would sometimes just 'bounce' them -- then the proper headers would be preserved and the message would appear to come from the user, and they would get their account set up properly, get all the correct auto-replies, etc. But we use gmail now and it doesn't support bounces. Just forwarding the message wouldn't preserve the proper headers -- it would appear to be coming from the technician and then log it as if the technician logged the ticket, with all the communication that should be going to the end user being directed to the tech instead. That's no good. I'm wondering if anyone has created a way to tackle this. Perhaps creating a way to get OTRS to take the format of a forwarded message and somehow extract the From, Subject, and Body appropriately and log the ticket that way (not via the main helpdesk email, but perhaps a secondary one that IT would use only for this purpose.... wouldn't want to extract the fields on a regular message to the helpdesk that included a forwarded message). -- *Mary Hunter* Director of Information Technology John F. Kennedy University *Phone: 925-969-3466* *Fax: 925-969-3474* * * *For IT assistance, please contact our Helpdesk at 925-969-3464 or helpdesk(a)jfku.edu.*

1 0

Escalation "Notify by"
by Ugo Bellavance 16 Mar '12

16 Mar '12

Hi, OTRS 2.3.3 One of my SLA has these parameters: Escalation - First Response Time: 1200 minutes Notify by: 60%. I just got this message: Hi Ugo, the ticket "2012031436000058" will escalate! Escalation at: 2012-03-16 10:30:04 Escalation in: 50m In the ticket, I can see that the First Response Time is in about 50 minutes, and I can also see that it is the first escalation notification in this ticket. I thought that I would get a notification after 60% of 1200 minutes: 720 minutes, not 50 minutes. Any idea? Thanks, Ugo

1 1