June 2012 - otrs - OTRS mailing lists

change ticketing numbering
by Neil Simpson 11 Jun '12

11 Jun '12

We have two ticket systems running currently and in certain cases they send mail to each other. The problem we have is that tickets are being merged together that shouldn't be due to the numbering in the subject. For example first otrs system had a ticket 1, then second otrs system sends a ticket to it also with ticket 1 number, now there merged but two totally different issues. Can we change the ticket numbering to make one system unique. so instead of Ticket#2012060110000065, maybe Ticket#2012060110000065a. then both systems could not get tickets confused with one another. thanks Neil

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Error fetchting mails with IMAPTLS
by Johannes Homuth 11 Jun '12

11 Jun '12

Hi List, I setup my OTRS System last week (Version 3.1.6) and everything works fine. But I get stuck on an "Error" which is displayed in the SystemProtocol. It always says that he can't process mail the Array would be empty. I mean, there is no mail every time the cron job will check, but that isn't an error I guess?!? Does anyone have the same problem and/or know how to fix that? Aktuelle Einträge im Systemprotokoll Zeit Priorität Einrichtung Nachricht Mon Jun 11 10:22:02 2012 notice OTRS-otrs.PostMasterMailbox.pl-10 IMAPTLS: Fetched 1 email(s) from xxxx/xx.xx.xx.xx Mon Jun 11 10:22:02 2012 error OTRS-otrs.PostMasterMailbox.pl-10 IMAPTLS: Can't process mail, email no ARRAY(0x3322e88) is empty! -- ------------------------------------------------------- SOURCEPARK GmbH B.Sc. Johannes Homuth Hohenzollerndamm 150 14199 Berlin Tel. : +49 (0) 30 / 39 80 68 30 Fax : +49 (0) 30 / 39 80 68 39 e-mail : johannes.homuth(a)sourcepark.de www : www.sourcepark.de ------------------------------------------------------ SOURCEPARK GmbH Sitz der Gesellschaft: Berlin / Amtsgericht Charlottenburg HRB 80254 Geschäftsführung: Matthias Barmeier, Harald Dürr ------------------------------------------------------ Wichtiger Hinweis: Die vorgenannten Angaben werden jeder E-Mail automatisch hinzugefügt und lassen keine Rückschlüsse auf den Rechtscharakter der E-Mail zu. Diese Email kann vertrauliche und/oder rechtlich geschützte Informationen enthalten. Wenn sie nicht der richtige Adressat sind oder diese E-Mail irr- tümlich erhalten haben, informieren Sie bitte sofort diesen Absender und ver- nichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail ist nicht gestattet.

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Change management
by Mandlenkosi Mketwa 11 Jun '12

11 Jun '12

Hie, How do I get the change module to work? I need flow of how it works as I get stuck with a ticket staying on "Requested". How do I change status from, Requested ->Approved->Under Implementation->PIR->Successfull->Closed ? -- Mandlenkosi Mark Anthony Mkhethwa[ESQ]

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MyHammerQueueViewByCustCont and OTRS 3.1.1
by Muhammad El-Sergani 08 Jun '12

08 Jun '12

Hi all, Anyone has MyHammerQueueViewByCustCont package working with OTRS 3.1.1? If not, (and I know that most packages from OPAR need OTRS 3.0.x), does anyone know how to tweak the system or the package(s) to make it work? Thanks //M

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Re: [otrs] Add CustomerName in Dashboard (OTRS 3.1)
by Dominic Ridolfo 08 Jun '12

08 Jun '12

> Message: 4 > Date: Fri, 8 Jun 2012 10:49:39 +0200 > From: ml ml <mliebherr99(a)googlemail.com> > Subject: Re: [otrs] Add CustomerName in Dashboard (OTRS 3.1) > To: otrs(a)otrs.org > Message-ID: > <CANFxOjCFzodqha83n07khMRK4F_dVXsj9+PD1whtaNnAYeqf2w(a)mail.gmail.com> > Content-Type: text/plain; charset=ISO-8859-1 > > anyone? > > On Wed, Jun 6, 2012 at 5:30 PM, ml ml <mliebherr99(a)googlemail.com> wrote: >> Hello, >> >> i would like to have a Customers Company Name column in my dashboard. >> >> Using: <td>$QData{"CustomerID","26"}</td> works. >> >> But <td>$QData{"CustomerName","26"}</td> ?seems to be Empty. Where do >> i define the Customer Company Name? >> >> I guess i need some sort of CustomerID -> CustomerName lookup somewhere? >> >> Thanks, >> Mario Mario, I've been looking to add this info myself. Apparently it is not a widely requested (or needed) feature, as the platform is on its nth iteration and its not been added, nor do many search results come up. So perhaps you and I are the rare birds who would like this kind of info visible on the dashboard. I did find this the other day, http://wiki.otterhub.org/index.php?title=Show_Customer_Data_in_Dashboard which appears to be for a prior version, but gives hints as to where to start looking. That said, I have not gotten around to adding customer names, but did successfully modify other displayed info within .../otrs/Kernel/Output/HTML/Standard/AgentDashboardTicketGeneric.dtl As the wiki.otterhub.org hints at, the dashboard module is by default only pulling data specific to tickets, which is why you can get the ID but not the name - due perhaps to how the tables are setup in the database. My next step, when time allows, would be to find and examine the module related to the QueueView, which does display the customer name, to see how its done within other parts of the system. Good luck with your search. best, Dominic

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Add CustomerName in Dashboard (OTRS 3.1)
by ml ml 08 Jun '12

08 Jun '12

Hello, i would like to have a Customers Company Name column in my dashboard. Using: <td>$QData{"CustomerID","26"}</td> works. But <td>$QData{"CustomerName","26"}</td> seems to be Empty. Where do i define the Customer Company Name? I guess i need some sort of CustomerID -> CustomerName lookup somewhere? Thanks, Mario

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Help - > Error Updating Master/Slave Package from 1.2.1 to 1.8.1
by S.Krueger＠aswo.com 08 Jun '12

08 Jun '12

Hi ! during the update of the Master/Slave Package from version 1.2.1 to 1.8.1 I get the following error-message. We use otrs version 3.0.11. Maybe someone can help me ! Thanks, Stefanie Krüger Backend ERROR: OTRS-CGI-68 Perl: 5.10.1 OS: linux Time: Wed Jun 6 17:21:47 2012 Message: Can't install/upgrade package, file Kernel/Modules/AgentMasterSlavePrepareTicket.pm already used in package MasterSlave-1.1.2! Traceback (32611): Module: Kernel::System::Package::_PackageFileCheck (v1.119.2.1) Line: 2174 Module: Kernel::System::Package::PackageInstall (v1.119.2.1) Line: 404 Module: Kernel::Modules::AdminPackageManager::_InstallHandling (v1.98.2.2) Line: 1423 Module: Kernel::Modules::AdminPackageManager::Run (v1.98.2.2) Line: 1012 Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

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[#21]: 3.0.13 rpm not available for Red Hat systems
by Daniel Perez 07 Jun '12

07 Jun '12

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Help -> Information after merging tickets
by S.Krueger＠aswo.com 07 Jun '12

07 Jun '12

Hi ! I want to create an email for the ticket-owner, after a new ticket was merged to an existing ticket. I try to create an event-notification, but I always get an email with information about the new (merged) ticket and not about the existing ticket. :-( I which way can I realise it ? Any help is welcome :-) Thanks in advance . Best regards, Stefanie Krüger

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Help - French Interface not complete translated
by S.Krueger＠aswo.com 07 Jun '12

07 Jun '12

Hi ! I´ve a question about translating the OTRS interface into French. We´ve users , who want to use the French interface. During testing the system , I find out , that not the whole interface is translated into French. (we use otrs version 3.0.11) Is it possible to help translating the system or can we do it only on our installed system ? Maybe someone can give me an information about it . Thanks :-) Best regards, Stefanie Krüger

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