March 2012 - otrs - OTRS mailing lists

Re: [otrs] GenericAgent, auto-forwarding tickets (Michiel Beijen)
by Martignier, Philippe 07 Mar '12

07 Mar '12

Hi there, Same need here, but the fact is that this workaround works only for text, not for attachments. I understand it is possible to do a script and use it through the GenericAgent via the CMD at the bottom of the screen May we for example re-use the forward function? (even if that one doesn't work perfectly with attachments ... when inline attachments) Thanks -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: jeudi, 18. novembre 2010 15:02 To: otrs(a)otrs.org Subject: otrs Digest, Vol 26, Issue 42 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. Re: GenericAgent, auto-forwarding tickets (Michiel Beijen) 2. Re: GenericAgent, auto-forwarding tickets (Alexander Halle) 3. Problem with Active Directory (ckyony) 4. Re: User Levels (Alexander Halle) 5. Re: changing the polling frequency (Gerald Young) ---------------------------------------------------------------------- Message: 1 Date: Thu, 18 Nov 2010 13:13:35 +0100 From: Michiel Beijen <michiel.beijen(a)otrs.com> Subject: Re: [otrs] GenericAgent, auto-forwarding tickets To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <AANLkTi=mHZJDv3Kh--q62Jc5dLxLZ=Nz=EFZDJqkuzqp(a)mail.gmail.com> Content-Type: text/plain; charset=UTF-8 What about using a combination of GenericAgent and Event Based notification? * Use a GenericAgent job to move to some special queue. * Create an event based notification to send the text to the predefined address if a ticket is moved into this queue. Yes, it would be nicer if GenericAgent would allow to be triggered by events, Yes, it would be nicer if GenericAgent could send email... But I guess this approach would be workable? -- Mike On Fri, Nov 12, 2010 at 12:22 PM, Alexander Halle <ahalle-otrs-en(a)radprax.de> wrote: > Gerald Young wrote : >> >> Would it make sense to say "Tickets moved to this queue are assigned a >> watcher"? >> Or do you want a Notification (Event) "Ticket Moved to this Queue" >> TicketQueueUpdate? >> Or do you want to unlock a ticket when moved to the queue and use the >> Agent "My Queues" notification preferences? > > Hi, > > none of the three above, I try to describe it better : > > We get emails on our OTRS account that need to be distributed to other email > accounts. These emails are just passed through and don't represent an actual > ticket. > > So the agents in fact route these emails to the correct adresses, because it > was to error-prone to let the customers choose the right email adress. The > "tickets" gets closed afterwards, because these emails aren't handled via > OTRS. > > Most of our emails are real tickets but those pass-through-emails happen > often enough that we need a more efficent way than manually forwarding and > closing them. They should be just moved to the the right forward-queue and > then OTRS shall do the rest - via GenericAgent I thought. > > Thanks in advance > > Alexander > > -- > radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile > and Register Court: Wuppertal, HRB 19359 | Bergstr. 7 - 9, 42105 Wuppertal > Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. > Renate Tewaag Phone +49 202 2489 1123, Fax +49 202 2489 941123 > > > --------------------------------------------------------------------- > 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 > ------------------------------ Message: 2 Date: Thu, 18 Nov 2010 13:27:21 +0100 From: Alexander Halle <ahalle-otrs-en(a)radprax.de> Subject: Re: [otrs] GenericAgent, auto-forwarding tickets To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4CE51BA9.2020708(a)radprax.de> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Michiel Beijen wrote : > What about using a combination of GenericAgent and Event Based notification? > * Use a GenericAgent job to move to some special queue. > * Create an event based notification to send the text to the > predefined address if a ticket is moved into this queue. Hi Mike, thanks for the reply :) Yes, using the event based notification to get the email body should work, good idea. > Yes, it would be nicer if GenericAgent would allow to be triggered by events, > Yes, it would be nicer if GenericAgent could send email... It's opensource, I'm free to implement this myself or by third party / OTRS AG =) Thanks Mike, thanks Gerald. Regards Alexander -- radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile and Register Court: Wuppertal, HRB 19359 | Bergstr. 7-9, 42105 Wuppertal Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Phone +49 202 2489 1123, Fax +49 202 2489 941123 ------------------------------ Message: 3 Date: Thu, 18 Nov 2010 15:03:06 +0200 From: ckyony <ckyony(a)africacentre.ac.za> Subject: [otrs] Problem with Active Directory To: otrs(a)otrs.org Message-ID: <20101118130306.GA12081@ckyony@africacentre.ac.za> Content-Type: text/plain; charset=us-ascii Dear All, I have otrs 2.4.9 installed on Ubuntu 10.04. I'd like to authenticate my customers using Active Directory installed on Windows 2003. I read a couple of templates as well as the admin manual but I failed so far. Any help will be much appreciated. --My config.pm package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # $Self->{'Database'} = 'otrs'; $Self->{'DatabaseUser'} = 'otrs'; $Self->{'DatabasePw'} = 'xxxxxxxxxxx'; $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; $Self->{Home} = '/opt/otrs'; # --------------------------------------------------- # # customer authentication settings # # (enable what you need, auth against otrs db, # # against a LDAP directory, against HTTP basic # # authentication and against Radius server) # # --------------------------------------------------- # $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '172.18.20.2'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=mydomain,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=Domain Users,ou=Old Groups,ou=Somkhele,dc=mydomain,dc=local'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; # for non ldap posixGroups objectclass (full user dn) $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=helpdesk,ou=Service_accounts,ou=global,dc=mydomain,dc=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxxxxxxxxxxxx'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => '172.18.20.2', # ldap base dn BaseDN => 'ou=,o=csuh', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=help_desk,ou=Service_accounts,ou=global,dc=mydomain,dc=local', UserPw => 'xxxxxxxxxx', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use this options (if not, ignore it) # # die if backend can't work, e. g. can't connect to server # Die => 1, # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'sAMAccountName', CustomerUserListFields => ['cn', 'sAMAccountName'], CustomerUserSearchFields => ['uid', 'cn', 'sAMAccountName'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['sAMAccountName'], CustomerUserNameFields => ['givenname', 'sn'], # show not own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add a ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=gesperrt))', # admin can't change customer preferences AdminSetPreferences => 0, # cache time to life in sec. - cache any ldap queris CacheTTL => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = ''; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'acs-help01.mydomain.local'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'AdminEmail'} = 'admin(a)mydomain.ac.za'; $Self->{'DefaultCharset'} = 'utf-8'; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use warnings; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); use vars qw(@ISA $VERSION); $VERSION = qw($Revision: 1.21 $)[1]; # -----------------------------------------------------# 1; ------------------------------ Message: 4 Date: Thu, 18 Nov 2010 14:27:18 +0100 From: Alexander Halle <ahalle-otrs-en(a)radprax.de> Subject: Re: [otrs] User Levels To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4CE529B6.1010806(a)radprax.de> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Parag Bhalerao wrote : > I was wondering if there is a way to define user levels. For example, Hi Parag, this is possible and common, please see chapter 5.2 of the manual for your version (http://doc.otrs.org/) You have to define groups and then assign roles or users to that groups. Using roles is better but a bit more complicated : group <-> user group <-> role, role <-> user > Agent > Queue Manager > Should see all the tickets assigned only to his/her queue > including tickets assigned to other agents within that queue, but should > not see tickets from other queues You can assgin groups to queues. > Agent > Normal > Should not have option to change configurations (should not see > Admin tab) You can assign groups to screens like the whole admin screen or subscreens. This is done via SysConfig, please look for example at Frontend::Admin::ModuleRegistration. But there should already exist a admin group, please check if it is only assigned to the roles (or users) that shall have access to the admin area. > Customer > Company Admin > Should see all the tickets from his company created by all the > customers\ > Regular customer users should see only their own tickets Sorry, this exceeds my knowledge. I think the feature you're looking for are the so called company tickets. Basically you assign customers to companies to allow them to see tickets of others customers within the same company. To restrict this to only one customer of a company I have read that you assign every customer to a pseudo company so that you can then assign all these pseudo companies to the "company admin" (id1;id2;id3 ...). But as said, I haven't yet tried this and I don't know if it's the only known way. Regards Alexander -- radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile and Register Court: Wuppertal, HRB 19359 | Bergstr. 7-9, 42105 Wuppertal Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Phone +49 202 2489 1123, Fax +49 202 2489 941123 ------------------------------ Message: 5 Date: Thu, 18 Nov 2010 09:02:06 -0500 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] changing the polling frequency To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <AANLkTi=aNFPDWiZFkeaiBv7MfG12r+v4nTLOUm1hB2Wt(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" If you are receiving large volumes of tickets, this may not be as effective as implementing procmail<http://wiki.otrs.org/index.php?title=Use_procmail_to_handle_OTRS_requests_i…>, which handles tickets instantly. On Thu, Nov 18, 2010 at 2:56 AM, Christian Kyony <ckyony(a)africacentre.ac.za>wrote: > Hi Alexander, > Thanks for the pointer. > > I edited /opt/otrs/var/cron/postmaster_mailbox and changed the default > value from 10 to 1 > > > And it works! > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Alexander Halle > Sent: 18 November 2010 09:44 > To: User questions and discussions about OTRS. > Subject: Re: [otrs] changing the polling frequency > > Christian Kyony wrote : > > I'd like OTRs to check the POP3 account every minute instead of every > 10 > > minutes. > > > > Which files must I change? > > Hi Christian, > > the time interval is controlled by cron based on the files under > /opt/otrs/var/cron/. > > Regards > > Alexander > > -- > radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile > and Register Court: Wuppertal, HRB 19359 | Bergstr. 7-9, 42105 Wuppertal > Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag > Phone +49 202 2489 1123, Fax +49 202 2489 941123 > > > --------------------------------------------------------------------- > 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 > --------------------------------------------------------------------- > 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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3.1.2 rpm files conflicts
by Marco Vannini 07 Mar '12

07 Mar '12

Hi all, I'm just executing [root@HMCVR0004 ~]# rpm -ivh otrs-3.1.2-01.noarch.rpm but I get the following messages. it's safe to --force (probably yes but it would like to be an history for other may occurs :D ) ? Preparing... ########################################### [100%] file /etc/rc.d/init.d/otrs from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/ARCHIVE from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/CHANGES from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/INSTALL from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/Kernel/Config/Defaults.pm from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/Kernel/Config/Files/Framework.xml from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/Kernel/Config/Files/Ticket.xml from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/Kernel/System/GenericAgent.pm from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/Kernel/GenericInterface/Operation/Ticket/Common.pm from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/Kernel/GenericInterface/Operation/Ticket/TicketCreate.pm from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/Kernel/GenericInterface/Operation/Ticket/TicketUpdate.pm from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch

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cp: target `unlock' is not a directory
by Chris Arnold 07 Mar '12

07 Mar '12

Trying to install 3.1.2 on SLES11 SP2. The web installer failed so i am manually configuring otrs. When trying to rename and copy cron jobs with this command: for foo in *.dist; do cp $foo `basename $foo .dist`; done i get this error: cp: target `unlock' is not a directory What am i doing wrong?

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Clean-up database after switch to ArticleStorageFS
by Steven Carr 06 Mar '12

06 Mar '12

Anyone know what is safe to clean (read delete) out of the database after switching OTRS (3.0.11) over to ArticleStorageFS? or if there is something you can run to magically get rid of the redundant articles eating up space in the database? Thanks Steve

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Delete automated emails, not just ignore them
by Muhammad El-Sergani 06 Mar '12

06 Mar '12

Hello all, I have some customers who tend to send back the annoying "Thank you for contacting us. This is an automated response." message for every email they receive. Now, I have setup some filters to ignore those, but whenever I receive those, tickets are re-opened. I need OTRS to automatically delete them, and if possible, not allow them to re-open old tickets. Thanks //M

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Re: [otrs] Redirect http to https
by "LQ Marshall" 06 Mar '12

06 Mar '12

There is a HTTPS directive within the OTRS SysConfig. Sorry I don't recall it's exact location. ----- Original Message ----- From: Ugo Bellavance <ugob(a)lubik.ca> To: otrs(a)otrs.org Sent: 3/5/2012 22:15 Subject: Re: [otrs] Redirect http to https On 2012-03-05 22:10, michaelt(a)firstus.org wrote: > Version OTRS 3.0.8 (Windows Installer) > > I would like to know how to force OTRS to use HTTPS? I have HTTPS > configured and working. I just want to force everyone to use HTTPS as we > are authenticating against Active Directory, so I just don’t want to > expose our network credentials over HTTP. > > I realize that this is very likely an Apache config, but I am not an > Apache guru, so I just need a reference article of sorts. > > Any help would be appreciated. You can use the ForceSSL directive of apache, but it will just deny http traffic with a permission denied error. Simple, but... simple ;) A little more complex and complete would be to use rewrite rules. If you only want to redirect the home pages, you can use a simple html redirect and disable the otrs config in regular http. What OS are you running on? Ugo --------------------------------------------------------------------- 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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Redirect http to https
by michaelt＠firstus.org 06 Mar '12

06 Mar '12

Version OTRS 3.0.8 (Windows Installer) I would like to know how to force OTRS to use HTTPS? I have HTTPS configured and working. I just want to force everyone to use HTTPS as we are authenticating against Active Directory, so I just don't want to expose our network credentials over HTTP. I realize that this is very likely an Apache config, but I am not an Apache guru, so I just need a reference article of sorts. Any help would be appreciated. -Mike Thompson eom DISCLAIMER: This e-mail is only intended for the person(s) to whom it is addressed and may contain confidential information. Unless stated to the contrary, any opinions or comments are personal to the writer and do not represent the official view of the company. If you have received this e-mail in error, please notify us immediately by reply e-mail and then delete this message from your system. Please do not copy it or use it for any purposes, or disclose its contents to any other person. Thank you for your cooperation.

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Set tickets to default owner when raised in queue
by Lewis Hill 05 Mar '12

05 Mar '12

Hi all, I want all tickets raised in a certain queue to be assigned to a default agent. Currently we have all tickets raised in all queues go to OTRS admin then the agents pick out tickets. Can this be done? Currently using OTRS 2.1.5 Thanks

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Problem of refresh in queue view
by Martignier, Philippe 05 Mar '12

05 Mar '12

I tried to clean the caches as proposed here on the mailing list, it has no effect at all. please run $OTRS_HOME/bin/otrs.CacheDelete.pl once and check your frontend again. Right in the admin menu, wrong in queueview ... Any help welcome -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: lundi, 5. mars 2012 15:36 To: otrs(a)otrs.org Subject: otrs Digest, Vol 42, Issue 4 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. Errors during ArticleStorageSwitch (Sune T. Tougaard) 2. Clean-up database after switch to ArticleStorageFS (Steven Carr) 3. Problem of refresh in queue view (Martignier, Philippe) ---------------------------------------------------------------------- Message: 1 Date: Mon, 5 Mar 2012 12:20:21 +0000 From: "Sune T. Tougaard" <stt(a)lyngsoesystems.com> Subject: [otrs] Errors during ArticleStorageSwitch To: "otrs(a)otrs.org" <otrs(a)otrs.org> Message-ID: <307B82F59ACEC64A963EF7B6284114DD1C331D68(a)DKMAIL01.lint.lyngso-industri.dk> Content-Type: text/plain; charset="us-ascii" Hi list, I've been trying out different options on our test-install of otrs (currently 3.1.1.). One thing I wanted to try, was to use the filesystem for articlestorage. I guess it works ok, but doing the actual switch with the current content of the DB seems to be giving me some troubles. After a while, the following message appears: ERROR: OTRS-otrs.ArticleStorageSwitch.pl-20 Perl: 5.12.3 OS: MSWin32 Time: Fri Mar 2 15:00:49 2012 Message: Not all files are moved! (TicketID:211813/ArticleID:440337)! Traceback (2572): Module: Kernel::System::Ticket::TicketArticleStorageSwitch (v1.540) Line: 7105 Module: otrs\otrs\bin\otrs.ArticleStorageSwitch.pl (v1.16) Line: 164 After that, trying to start it again, gives me a "Can't create PID ArticleStorageSwitch, because it's already running". I can start it again with a "-f 1" option and it starts over and then dies again a little later (it usually continues past the earlier "problem point"). The log doesn't reveal much. Any ideas? Should I just continue forcing it, hoping it eventually gets through all 42000 tickets (it gets a couple of thousands each time, I think)? Or am I perhaps missing a step somewhere? Thanks for any input. -- /Sune T.

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Problem of refresh in queue view
by Martignier, Philippe 05 Mar '12

05 Mar '12

Hi there I have a huge problem of refresh. Version 2.4.8 In the admin menu, I change the name of a queue and it is shown correctly in the move screen and in the my preferences (my queues), but in the ticket view, the name displayed is the old one. I tried with different browser, with different login, the result is still the same. The queue view in the ticket view is not properly refreshed. Any help welcome Thanks PS: since dec 2009 the system never went wrong ... 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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