April 2012 - otrs - OTRS mailing lists

How configure service levels - SLA
by Douglas Nascimento 17 Apr '12

17 Apr '12

Hello. I'm begginer in OTRS and I'm little lost to how configure a SLA for tickets. I created some services levels, but I don't know how associate the ticket with the SLA. When I create a ticket (using a admin user) the fields "service" and "SLA" are empty. In really, I would like associate a SLA rule with a queue. And the tickets in this queue will have the same service level. Is possible? There's some tutorial or manual that I can follow? I'm testing the OTRS 3.1. Thank you and sorry for my english. -- Att, Douglas Nascimento de Jesus beaglenetwork.blogspot.com

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usage of DynamicField values in responses
by David Heidt 17 Apr '12

17 Apr '12

Hello List, This one is for the 3.1 hackers and developers ;) I set up several key value pairs for a DynamicField Dropdown called 'language' : key - value: --------- de - german en - english fr - french I was wondering if DynamicFields are usable within my system Responses, so I set the key 'en' for a sample ticket. http://dev.otrs.org/cvs/Kernel/System/Ticket.html says that the Tikcet Object contains this information, so I tried it out, by setting this in my Response: you speak <OTRS_TICKET_DynamicField_language>. This works fine, but it only shows me the key: "you speak en" So, how do I get the value: "you speak english" ? Cheers, David

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Customer Company using LDAP backend
by Juan Manuel Clavero Almirón 17 Apr '12

17 Apr '12

Hi all, Our OTRS installation uses an LDAP backend for Agents and Customers. As we have Company information in our LDAP, do you know if there is some module that can retrieve Customer Company information from an LDAP backend? We’d like to stablish services according to companys in our LDAP. Kind regards, Juan Clavero

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New modules for OTRS 3.1 :: ImportExport functionality
by Anna Brakoniecka 17 Apr '12

17 Apr '12

Hello, there are new modules for OTRS 3.1 developed by the capeIT. They simplify the ImportExport functionality of OTRS and are available to download in our download area: - CustomerUserImportExport - CustomerCompanyImportExport - ServiceImportExport - FAQImportExport http://www.cape-it.de/otrs-module.html or at OPAR: http://opar.perl-services.de/bin/index.cgi/package/author/CAPEIT In advance, thank you for your feedback (pls send your constructive criticism at support(a)cape-it.de) Kind regards, Anna c.a.p.e. IT® GmbH - ...cape it easy http://www.cape-it.de http://twitter.com/capeit http://www.facebook.com/capeIT http://www.youtube.com/user/kix4otrs40 https://www.xing.com/companies/c.a.p.e.itgmbh - - - - - - - - - - - - - - - Anna Brakoniecka c.a.p.e. IT® GmbH - ...cape it easy Annaberger Str. 240, D-09125 Chemnitz http://www.cape-it.de Tel: +49 371 5347 620 Fax: +49 371 5347 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier

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[3.1.3]: PostMasterMailbox error
by Marco Vannini 16 Apr '12

16 Apr '12

It's happening really something with the mail subsystem there :D since 3.1.3 I get many error of this type: ERROR: OTRS-otrs.PostMasterMailbox.pl-10 Perl: 5.10.1 OS: linux Time: Wed Apr 11 10:40:02 2012 Message: Found no Queue for DWH-SIT::Install! Traceback (2751): Module: Kernel::System::Queue::QueueLookup (v1.136) Line: 515 Module: Kernel::System::PostMaster::DestQueue::GetTrustedQueueID (v1.27) Line: 118 Module: Kernel::System::PostMaster::Run (v1.87) Line: 354 Module: Kernel::System::MailAccount::POP3::Fetch (v1.9) Line: 201 Module: Kernel::System::MailAccount::MailAccountFetch (v1.17) Line: 424 Module: main::Fetch (v1.4) Line: 180 Module: /opt/otrs/bin/otrs.PostMasterMailbox.pl (v1.4) Line: 93 But, beleve me, the queue is live. it's become keysensitive something ? I admit that the filter and the real name doesn't match for this reason... but it was as is since 3 year up to now ;)

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RV: [Ticket#2012041542022911] OTRS registration andrea.rey@fsfb.org.co
by Rey Segura Nubia Andrea 16 Apr '12

16 Apr '12

plase i need my user because i know that my password ir 123 but i dont know how is my user? my mail is andrea.rey(a)fsfb.org.co ________________________________________ De: OTRS Team [enjoy(a)otrs.com] Enviado el: domingo, 15 de abril de 2012 03:14 p.m. Para: Rey Segura Nubia Andrea Asunto: [Ticket#2012041542022911] OTRS registration Thank you very much for completing your registration! As the inventor and largest service provider of the world-leading service management solution OTRS, we provide professional services to our customers. In order to assure the usage of your OTRS, we strongly recommend to sign a Service Subscription with the OTRS Group. A subscription gives you the following key benefits: * Direct access to the team of OTRS experts * Discounts on Custom developments and migrations * Up to 4 Add-Ons <http://www.otrs.com/en/solutions/subscriptions/> free of charge: * Multi-Level Service Selection<http://www.otrs.com/en/solutions/subscriptions/feature-add-ons/feature-add-…> * Escalation Suspend<http://www.otrs.com/en/solutions/subscriptions/feature-add-ons/feature-add-…> * Dependent Selection Boxes<http://www.otrs.com/en/solutions/subscriptions/feature-add-ons/feature-add-…> * Clipboard Image Paste<http://www.otrs.com/en/solutions/subscriptions/feature-add-ons/feature-add-…> * Dashboard Overview Filter<http://www.otrs.com/en/solutions/subscriptions/feature-add-ons/feature-add-…> * Exclusive access to Feature Add-Ons<http://www.otrs.com/en/solutions/subscriptions/feature-add-ons/> For details about the Subscription, please have a look at: http://www.otrs.com/solutions/subscriptions/ Best regards, OTRS AG Norsk-Data-Straße 1 61352 Bad Homburg Germany T: +49 (0) 6172 681988 0 F: +49 (0) 9421 56818 18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann (CEO), Christopher Kuhn Get Connected ! Everything in sync with OTRS 3.1 Be an early bird with our special offer: OTRS Help Desk 3.1 Special<http://www.otrs.com/index.php?id=2361> Mensaje de Confidencialidad: Este mensaje de correo electrónico y los archivos anexos que contenga son de uso exclusivo de las personas o entidades que aparecen como destinatarios. Este mensaje puede contener información confidencial, de uso reservado y protegida legalmente. Si usted ha recibido este correo por equivocación tiene completamente prohibido su utilización, copia, impresión, reenvío o cualquier otra acción que divulgue su contenido o el de los archivos anexos. En este caso, por favor notifique al remitente acerca de la equivocación cometida y elimine este correo electrónico de sus sistemas de almacenamiento. Gracias. Confidentiality Notice: This e-mail and any files transmitted with it are for the sole use of the intended recipient(s). This email may contain confidential and privileged information. If you are not the intended recipient, any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email is strictly prohibited. If you have received this message in error please contact the sender by reply e-mail and destroy all copies of the message from all your data storage systems. Thank you.

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Tickets beeing duplicated in the queue named "Raw"
by Martignier, Philippe 16 Apr '12

16 Apr '12

Hi there, I have the default queue (one that was created by the installation) named "Raw". This queue is set to "inactive" and no email address is linked to it. What is strange is that I have now 13 tickets in that queue. All these tickets have been created at 00:10 am but on different days. For each of these 13 tickets I can find a duplicated one that was created one day before, around 2.40 am. This duplicated one is the one to keep as it is placed in the correct queue. We received around 300 tickets per day, so it is not a big amount of ticket to handle but I am still wondering why these tickets are created in the raw queue ... specially because I understand OTRS delete the email once the ticket is created. I verified with our IT if it was not our fault (that the email was re-created by a backup procedure for example), but it is not the case. Any help welcome! Thanks 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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OTRS hangs
by Hiren Joshi 12 Apr '12

12 Apr '12

Hi, Some of our agents are complaining about slow loading times when they click on a ticket, top shows this using 100% cpu: /opt/otrs/bin/c It must be a cgi script but which one? Using OTRS 3.0.10 on Centos. Thanks, Josh.

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SystemMonitoring link CI problems
by Esteban Monge 11 Apr '12

11 Apr '12

Hello: I have Debian GNU/Linux with Linux FUNNYHOST 2.6.32-5-686-bigmem #1 SMP Mon Jan 16 16:42:05 UTC 2012 i686 GNU/Linux Apache: apache2-mpm-prefork 2.2.16-6+squeeze6 Perl libapache2-mod-perl2 2.0.4-7 perl 5.10.1-17squeeze3 Nagios Core: 3.3.1 I upgraded OTRS 3.0.11 to OTRS 3.1.3. I have also SystemMonitoring, now I have SystemMonitoring 2.3.2. With OTRS 3.0.11 each CI was associated to the correct two new tickets, but with the upgrade to OTRS 3.1.3 if I have two hosts down, the two CI are associated to same ticket. In other cases, when various CI comes with the same services are associated to the same ticket, in OTRS 3.0.11 each CI with same service are associated to different tickets. I also have installed Support Assessment and have the next errors: Search for invalid user with locked tickets. These invalid users have locked tickets: Funny User (fuser) Failed Check log for error log entries. You have more error log entries: Can't open '/opt/otrs/var/tmp/CacheFileStorable/DynamicField/03dcb4f65cbf8f26b3ce4351a9d37dc1': No such file or directory, Duplicate entry '4- Plantilla de Alertas de Disco - Windows' for key 'standard_response_name', SQL: 'INSERT INTO standard_response (name, valid_id, comments, text, content_type, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, , Duplicate entry '3- Plantilla de Alertas de Memoria Fisica' for key 'standard_response_name', SQL: 'INSERT INTO standard_response (name, valid_id, comments, text, content_type, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, , POP3: Auth for user otrs(a)smartcollaboration.net/pop.secureserver.net failed!, POP3: Can't connect to pop.secureserver.net, POP3: Can't connect to pop.secureserver.net, POP3: Can't connect to pop.secureserver.net, Can't open '/opt/otrs/var/tmp/CacheFileStorable/DynamicField/4c01bf7c50129368c4055442c28ecc69': No such file or directory, Can't open '/opt/otrs/var/tmp/CacheFileStorable/DynamicField/8adaf3e5d922ddfecc46c90682ec459f': No such file or directory, Can't open '/opt/otrs/var/tmp/CacheFileStorable/DynamicField/b4179640c3711454d51bfc2b6539d151': No such file or directory, Can't open '/opt/otrs/var/tmp/CacheFileStorable/DynamicField/b11562902f3f9a315bc81a55339efe5b': No such file or directory, Can't open '/opt/otrs/var/tmp/CacheFileStorable/DynamicField/f3b7e10730fb6c9cab5ae0e7f7e034f3': No such file or directory, POP3: Can't connect to pop.secureserver.net Check Ticket::SearchIndexModule setting. 51364 articles in your system. You should use the StaticDB backend for OTRS 2.3 and higher. See admin manual (Performance Tuning) for more information. What is wrong?

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Performance issues on the owner view
by Rui Francisco 11 Apr '12

11 Apr '12

Hi, On our installation of OTRS and ITSM módule, we added to the agent ticket zoom view the fields - service (~ 150 services) - sla - ticket type This allows us to make screening and classify the tickets to our structure of support. The problem occurs on the click on the form and after selecting an item from the additional items added to the view. When the selection of one item of the fields, several ajax requests are sent to the server and they can take 6-8 secs to complete all. This started to be noticed after the upgrade to version 3.1.2 of OTRS and ITSM. I would like to know if anybody else has the same perfomance issues or suggestions. We excluded the server capacity, because we reinforce it with 2Gb of ram and 2 cores (it's a virtual machine) Thanks in advance for your time Rui -- Rui Francisco Infraestruturas Aplicacionais | Applicational Infrastructures FCCN Av. Brasil,nº 101 1700-066 Lisboa - Portugal Telefone|Phone: +351 218440100; Fax: +351 218472167 http://www.fccn.pt ----------------------------------------------------- Aviso de Confidencialidade Esta mensagem é exclusivamente destinada ao seu destinatário, podendo conter informação CONFIDENCIAL, cuja divulgação está expressamente vedada nos termos da lei. Caso tenha recepcionado indevidamente esta mensagem, solicitamos-lhe que nos comunique esse mesmo facto por esta via ou para o telefone +351 218440100 devendo apagar o seu conteúdo de imediato. This message is intended exclusively for its addressee. It may contain CONFIDENTIAL information protected by law. If this message has been received by error, please notify us via e-mail or by telephone +351 218440100 and delete it immediately.

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