June 2012 - otrs - OTRS mailing lists

Errors while upgrading OTRS from 2.4.7 to 3.0.1
by Amit Sharma 21 Jun '12

21 Jun '12

Hi, We are trying to upgrade OTRS 2.4.7 to 3.0.1 and getting the follwoing errors when we are running : DBUpdate-to-3.0.mysql.sql Command :- ALTER TABLE ticket_flag ADD CONSTRAINT FK_ticket_flag_ticket_id_id FOREIGN KEY (ticket_id) REFERENCES ticket (id); Error :- Can't create table 'otrs.#sql-7108_7d' (errno: 150) Command :- ALTER TABLE ticket_flag ADD CONSTRAINT FK_ticket_flag_create_by_id FOREIGN KEY (create_by) REFERENCES users (id); Error :- Can't create table 'otrs.#sql-7108_7c' (errno: 150) Command :- ALTER TABLE virtual_fs_preferences ADD CONSTRAINT FK_virtual_fs_preferences_virtual_fs_id_id FOREIGN KEY (virtual_fs_id) REFERENCES virtual_fs (id); Error :- Can't create table 'otrs.#sql-7108_7b' (errno: 150) All the tables mentioned after ALTER TABLE exists in OTRS DB. Please Help! Thanks and Regards, Amit Sharma

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Internal Error
by sm pm 21 Jun '12

21 Jun '12

Please find the error details ed Jun 20 14:37:51 2012 error OTRS-CGI-10 Module Kernel/System/Ticket/Custom.pm not found! Wed Jun 20 14:37:43 2012 error OTRSezza-CGI-10 Module Kernel/System/Ticket/Custom.pm not found! Wed Jun 20 14:37:42 2012 error OTRS-CGI-10 Module Kernel/System/Ticket/Custom.pm not found! Wed Jun 20 14:37:42 2012 error On Wed, Jun 20, 2012 at 4:23 PM, <otrs-request(a)otrs.org> wrote: > 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: Customer Panel : Internal Server Error 500 (Johannes Homuth) > 2. list of move (louis du Beux) > 3. Dynamic fields in bulk actions (Antoni Villalonga) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Wed, 20 Jun 2012 09:09:29 +0200 > From: Johannes Homuth <johannes.homuth(a)sourcepark.de> > Subject: Re: [otrs] Customer Panel : Internal Server Error 500 > To: otrs(a)otrs.org > Message-ID: <4FE17729.9030700(a)sourcepark.de> > Content-Type: text/plain; charset="iso-8859-1"; Format="flowed" > > Hi, > > may the logs be with you! > > Am 20.06.2012 05:56, schrieb sm pm: > > Hi, > > > > I am getting this error, when log-on to customer portal > > > > > > Internal Server Error > > > > The server encountered an internal error or misconfiguration and was > > unable to complete your request. > > > > Please contact the server administrator, root@localhost and inform > > them of the time the error occurred, and anything you might have done > > that may have caused the error. > > > > More information about this error may be available in the server error > > log. > > > > ------------------------------------------------------------------------ > > Apache/2.2.15 (CentOS) Server at 172.16.10.208 Port 80 > > > > > > > > Any help? > > > > > > > > Thanks, > > SMPM > > > > On Tue, Jun 19, 2012 at 5:30 PM, <otrs-request(a)otrs.org > > <mailto:otrs-request@otrs.org>> wrote: > > > > Send otrs mailing list submissions to > > otrs(a)otrs.org <mailto:otrs@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 <mailto:otrs-request@otrs.org> > > > > You can reach the person managing the list at > > otrs-owner(a)otrs.org <mailto:otrs-owner@otrs.org> > > > > When replying, please edit your Subject line so it is more specific > > than "Re: Contents of otrs digest..." > > > > > > Today's Topics: > > > > 1. Enable CC ? (Hussein E. Hijazi) > > 2. Re: Enable CC ? (Ugo Bellavance) > > 3. Re: Enable CC ? (Hussein E. Hijazi) > > 4. ticket's moves (louis du Beux) > > 5. Re: ticket's moves (Bernd Backhaus) > > > > > > > ---------------------------------------------------------------------- > > > > Message: 1 > > Date: Mon, 18 Jun 2012 15:36:56 +0000 > > From: "Hussein E. Hijazi" <hijazihu(a)grd.msu.edu > > <mailto:hijazihu@grd.msu.edu>> > > Subject: [otrs] Enable CC ? > > To: "'otrs(a)otrs.org <mailto:otrs@otrs.org>'" <otrs(a)otrs.org > > <mailto:otrs@otrs.org>> > > Message-ID: > > > > <302706CF53254345876A47A70BED861D1300AEA8(a)griffon.grd.msu.edu > > <mailto:302706CF53254345876A47A70BED861D1300AEA8@griffon.grd.msu.edu > >> > > Content-Type: text/plain; charset="us-ascii" > > > > Hi > > > > Is it possible for enabling CC'ing when a customer creates a > > ticket? Sometimes folks are making a ticket and they want other > > people to know that. > > > > Thanks, > > Hussein > > > >

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Search Result sort by last update
by ml ml 20 Jun '12

20 Jun '12

Hello List, how can i sort my search results by the last update? Somtimes i have tickets which are 300 Days old, but the last contact was only a day ago. I dont want this to be on the bottom of the search list. Thanks, Mario

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How can i display a Dynamic Field in my Dashboard?
by ml ml 20 Jun '12

20 Jun '12

Hello List, how can i display a Dynamic Field in my Dashboard? Somehow via Frontend::Agent::Dashboard in Sysconfig? Thanks, Mario

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Customer Panel : Internal Server Error 500
by sm pm 20 Jun '12

20 Jun '12

Hi, I am getting this error, when log-on to customer portal Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, root@localhost and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. ------------------------------ Apache/2.2.15 (CentOS) Server at 172.16.10.208 Port 80 Any help? Thanks, SMPM On Tue, Jun 19, 2012 at 5:30 PM, <otrs-request(a)otrs.org> wrote: > 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. Enable CC ? (Hussein E. Hijazi) > 2. Re: Enable CC ? (Ugo Bellavance) > 3. Re: Enable CC ? (Hussein E. Hijazi) > 4. ticket's moves (louis du Beux) > 5. Re: ticket's moves (Bernd Backhaus) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 18 Jun 2012 15:36:56 +0000 > From: "Hussein E. Hijazi" <hijazihu(a)grd.msu.edu> > Subject: [otrs] Enable CC ? > To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> > Message-ID: > <302706CF53254345876A47A70BED861D1300AEA8(a)griffon.grd.msu.edu> > Content-Type: text/plain; charset="us-ascii" > > Hi > > Is it possible for enabling CC'ing when a customer creates a ticket? > Sometimes folks are making a ticket and they want other people to know that. > > Thanks, > Hussein > >

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Dynamic fields in bulk actions
by Antoni Villalonga 20 Jun '12

20 Jun '12

Hi everyone, Does anyone know how to include dynamic fields when using the bulk action? I'm not able to find it.I've included it in all the forms except this one. Thanks :)

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list of move
by louis du Beux 20 Jun '12

20 Jun '12

hi, i come again with another problem, in the statistic fonction of OTRS,after extraction of : Changes of status in a monthly overview Monthly overview, which reports status changes per[...] i've seen a column "move", but i don't find "move" in all the possibilities of the statistic. if you can help me and say me how he extract it one more time i apologize for my english which is realy bad regards, Louis du Beux

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ticket's moves
by louis du Beux 19 Jun '12

19 Jun '12

hi, firstly i apologize for my bad english. i need some help i you could help me. i read all the information about ticket stocked in the table of my database using some sql request, but i don't find where are the information about the moves of the ticket (actualy i only can see the actuel file of the ticket not the precedent). and i need to know in which table their stocked to extract it for the db with a sql request. regards, Louis du Beux ps : if you don't understand what i wrote don't hesitate to tell me, thanks.

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hierarchy of tickets
by Soporte Informatica PGJE 16 Jun '12

16 Jun '12

Hi everyone, OTRS: 3.1.2 Problem: I need to classify tickets using a hierarchical tree and have statistics on the number of tickets in each level tree. PROPOSED SOLUTION: 1. I have a very functional implementation with multi ID for customers, the problem here is that the stat module only find specific IDS, but does not search the customers_ids field. in this context as I can show the tickets assigned to an ID and tickets hierarchically below the? 2. I have dynamic fields of each hierarchical level, I want to create a relationship herarquical including Choosing a level and sublevel only in its child nodes are displayed. I can create this relationship as? Where i can ER diagram of Database otrs? Can I to use mysql workbench for this? regards -- Martin Edmundo

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Documentation on Services and Service Level Agreements?
by Dominic Ridolfo 15 Jun '12

15 Jun '12

On Jun 14, 2012, at 8:00 AM, otrs-request(a)otrs.org wrote: > Message: 2 > Date: Thu, 14 Jun 2012 10:25:04 +0200 > From: Isaac Hailperin <i.hailperin(a)heinlein-support.de> > Subject: [otrs] Documentation on Services and Service Level > Agreements? > To: otrs(a)otrs.org > Message-ID: <4FD99FE0.4070000(a)heinlein-support.de> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > Hi, > > I am looking for documentation for "Services" and "Service Level > Agrements". They are located under "Ticket Settings", as can be seen in > http://doc.otrs.org/3.1/en/html/adminarea.html#adminarea-general > > I have browsed the admin manual, but could not find any hint on what a > "Service" or SLA is good for (I have an idea based on common usage of > these words, but that did not quite work out in my install). > > Could someone please point me at documentation on these topics? > If it really does not exist, could someone give a short description? > > Cheers, > Isaac > I believe you want the ITSM manual: http://doc.otrs.org/itsm/2.0/en/html/ ITSM being an over-engineered, though useful, way of defining what services your IT organization/department provides and in what time-frame those services will be provided to your customers/users. My assumption has always been (and I may be way off base here as I don’t care enough to research the subject in-depth), that ITSM is intended to clarify exactly what those misunderstood and geeky IT Dudes do -- as well as being an immodest attempt by upper-management-suits to hold the IT-dudes to a certain level of accountability. You might find something useful here: http://en.wikipedia.org/wiki/IT_service_management kindest regards, Dominic

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