July 2012 - otrs - OTRS mailing lists

Import Functionality
by Nick Peters 30 Jul '12

30 Jul '12

Hi There, I am currently working on setting up an OTRS install for the company i work for. I have been able to figure out how to create new ITSM classes and import items into them. I was wondering if there was a way to import links between objects in the ITSM section of OTRS as i will have a huge amount of links to create once all our gear is setup in ITSM. I was also wondering if there is a way to import General Catalog items (ex: ITSM::ConfigItem::Location::Type). I have a radio item that requires a field for RX and TX frequency, i would much rather have my users selecting from a drop down list than entering the frequency manually as human error is annoying and prone to causing errors etc. I realize i can create them manually, however there are about a hundred different frequencies and i am lazy and do not want to have to type that much :-P Great software so far guys, really excited about what it's going to do for our company. Thanks for any help in advance, -Nick Peters

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Reminder
by Ugo Bellavance 30 Jul '12

30 Jul '12

Hi, On my 3.0.13 system, we sometime get reminders like 30 or 45 minutes after the creation of a ticket (which was untouched since creation). Anyone else seeing that? We usually get the reminder after the default reminder time (5 days?). What field should I look for in the DB for reminder time? Thanks, Ugo

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Upgrading from 2.4 to 3.1
by Phillip Lynn 30 Jul '12

30 Jul '12

All, We are currently in the process of preparing a system to test the upgrade from OTRS 2.4 to 3.1. Was wondering if any one has info on upgrading FAQ ,ITSMCore, and ITSM Service Level Management sections in Package Manager. When I attempted to run the upgrade on ITSMCore I get the following error. |Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Mon Jul 30 10:58:53 2012 Message: Sorry, can't install/upgrade package, because the framework version required by the package (2.4.x;) does not match your Framework (3.1.7)! Traceback (24033): Module: Kernel::System::Package::_CheckFramework (v1.130.2.1) Line: 2234 Module: Kernel::System::Package::PackageReinstall (v1.130.2.1) Line: 543 Module: Kernel::Modules::AdminPackageManager::Run (v1.108) Line: 832 Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.90) Line: 204 Module: ModPerl::RegistryCooker::run (v1.90) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 I followed the steps in upgrading OTRS, going from 2.4 -> 3.0 -> 3.1. Did not see where you needed to upgrade packages along the way. Any help would be greatly appreciated.... Thank You, Phillip Lynn | -- Phillip Lynn Software Engineer II NetWolves Phone:813-579-3214 Fax:813-882-0209 Email: phillip.lynn(a)netwolves.com www.netwolves.com

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Questions About System Monitoring Module
by Nick Peters 27 Jul '12

27 Jul '12

Good Morning (Or Evening), Recently I have been tasked with setting up a otrs install as our tier three ticketing system. We have a monitoring software called Intermapper that functions similar to nagios. I have been trying to get the SystemMonitoring module working with the emails that it (Intermapper) sends out. However I have yet to get it fully functional. I keep getting: SystemMonitoring Mail: SystemMonitoring: Could not find host address and/or state in mail => Ignoring in the logs. I have tried removing the Host address regex and using only the State regex as the emails coming out of Intermapper have the State in the subject line and not the host address. The regex I use for the states is pretty simple: Warning|Alarm|Down|Up|OK Please note that I also use OK|Up for the CloseTicketRegExp (Which doesn't seem to work ether). My question is: When I remove a line item (like the host address) from the SystemMonitoring -> Core::PostMaster area does it revert back to defaults and generate the error above because it can't find the host address? Or is my regex for the State the one still generating the error? Thanks for any help in advance, -Nick Peters

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Need a Guide
by Gudikunst, Bob 27 Jul '12

27 Jul '12

Greetings OTRS Community- While stating that I am an OOTERS newbie may suggest that I actually know something, that is far from the facts. We are going live today on our production server and I have no idea as to what the outcome will be. So I am searching for someone (mentor) utilizing OTRS in the Dallas (Texas) area that can share the experience. If you are out there, please contact me. Regards, Bob Gudikunst Tech Services APW Wyott Dallas, Texas 800-527-2100 x2509

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RichTextEditor stopped working after upgrade to 3.1.7
by Muhammad El-Sergani 27 Jul '12

27 Jul '12

Hi all, I think I need your urgent help here. I just upgraded from 3.1.1 to 3.1.7 and my RichTextEditorTweaks package stopped working. I tried re-uploading and re-installing but it just won't show up when I go to create a new email. Appreciate your quick support on this. Thanks //M

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Doubts GenericAgente
by Lucas Triguis Schimit 25 Jul '12

25 Jul '12

Guys, I'm trying to reduce the execution time of queries. You'd know how to run one in a minute? The cron is not helping much, will have to change the source code? Can anyone help me? I am very grateful. Best regards! Lucas Schimit

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Re: [otrs] I can't use my custom stats module
by Steve Clark 25 Jul '12

25 Jul '12

On 07/25/2012 01:46 PM, Gerald Young wrote: > You may need a xml file in Kernel/Config/Files. (yourfilename.xml) > <?xml version="1.0" encoding="utf-8"?> > <otrs_config version="1.0" init="Application"> > <ConfigItem Name="Stats::DynamicObjectRegistration###somethingname" Required="0" Valid="1"> > <Description Translatable="1">Some sort of description</Description> > <Group>Ticket</Group> > <SubGroup>Core::Stats</SubGroup> > <Setting> > <Hash> > <Item Key="Module">Kernel::System::Stats::Dynamic::yourmodule</Item> > </Hash> > </Setting> > </ConfigItem> > </otrs_config> > > Thanks for the info. -- Stephen Clark *NetWolves* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

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Re: [otrs] I can't use my custom stats module
by Steve Clark 25 Jul '12

25 Jul '12

On 07/25/2012 10:33 AM, Iggy Pop wrote: > > Hi all, > > I've created a dynamic stats module, following the instructions in the OTRS developer book. > > I placed the script in Kernel/System/Stats/Dynamic/ > > But it doesn't appear in the 'Dynamic-Object' drop down on the page 'Edit: Stat#', step 1... > > I can't find any information about this problem. > > Any idea? > > Thanks. > > I ran into this same issue a couple of years ago on 2.4.x. Using the example in the documentation, same issue never showed up in drop down list. I posted to list back then and got no response. Maybe you will have better luck. -- Stephen Clark *NetWolves* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

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Got a solution - was: OTRS 3.1.7 New phone ticket URL with phonenumber as parameter
by Frank Tailor 25 Jul '12

25 Jul '12

Hi Jonas, you are right. Since it is broken in OTRS 3.1 I'm also not loner able to use this feature. But I found a solution. Since the znuny.com guys got banned form the mailing lists (for not reason), they can't contribute to us via this channel anymore (Mike, thanks for your help in the past!) but they still create awesome add-ons for OTRS (http://znuny.com/en/#!/addons) We did a contract with them and we got a solution for this problem ASAP. It's free for download as add-on/OPM under https://raw.github.com/znuny/Znuny4OTRS-CTI/master/build/Znuny4OTRS-CTI-1.0… Then call "otrs/index.pl?Action=AgentTicketPhoneCTI;CallerID=(phonenumber)" and it works like a charm! Frank PS: I moved to the OTRS forums (http://forums.otterhub.org/) because there is a free communication between OTRS users possible. On Wed, Jul 18, 2012 at 9:49 AM, Wisniewski Jonas < Jonas.Wisniewski(a)newerkla.de> wrote: > Hi Michiel, > > thanks for this fast answer! > But that don't solve my problem :-( > The link (otrs/ > index.pl?Action=AgentTicketPhone&Subaction=StoreNew&ExpandCustomerName=2&CustomerUser=122112) > provided by Carlos already works with my 3.1.7 but for this link, I have to > know the "customer ID" (CustomerUser =122112). > But in my case, I only know the phone number. > > > > Mit freundlichen Grüßen > Jonas Wisniewski > Netzwerktechnik > ___________________________________ > > > > EDUARD NEWERKLA BÜROMASCHINEN e.K. > Röntgenstr. 22 > 73431 Aalen > Telefon (0 73 61) 57 09-75 > Fax (0 73 61) 92 59-75 > E-Mail Jonas.Wisniewski(a)newerkla.de > Internet http://www.newerkla.de > > Amtsgericht Ulm HRA 500626 > Sitz: Aalen > > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von > Michiel Beijen > Gesendet: Mittwoch, 18. Juli 2012 08:59 > An: User questions and discussions about OTRS. > Betreff: Re: [otrs] OTRS 3.1.7 New phone ticket URL with phonenumber as > parameter > > Hi Jonas, > > This has already been fixed by Carlos Rodriguez in upcoming OTRS 3.1.8 > - see this bug report which also has pointers at which files to replace > for OTRS 3.1.7: > http://bugs.otrs.org/show_bug.cgi?id=8230 > > Michiel Beijen > Senior Consultant > > OTRS BV > Schipholweg 103 > 2316 XC Leiden > The Netherlands > > T: +31 71 8200 255 > F: +31 71 8200 254 > I: http://www.otrs.com > > Get Connected ! Everything in sync with OTRS 3.1- Be an early bird with > our special offer: http://j.mp/xN9wk1 > > > On Wed, Jul 18, 2012 at 8:43 AM, Wisniewski Jonas < > Jonas.Wisniewski(a)newerkla.de> wrote: > > > > Hi everybody, > > > > > > > > I’m searching a way to create an URL so our Agents can use it with our > CTI software, where the caller number is given as a parameter to search for. > > > > In OTRS 3.0 it was possible with a link like this: > > http://otrs/otrs/index.pl?Action=AgentTicketPhone&Subaction=StoreNew&E > > xpandCustomerName=1&From=(phonenumber) > > > > But the “..&From=” seems not to work anymore. > > > > I already read in the otterhub forum that this is caused by the > > customer multiselect function (that we don’t need) but I haven’t found > > any workaround yet L > > > > Is it possible to directly link to the popup window where I can select a > customer with caller number already filled in the searchfield? > > > > Or has anyone an idea how to solve this problem? > > > > > > > > > > > > Mit freundlichen Grüßen > > > > Jonas Wisniewski > > > > Netzwerktechnik > > > > ___________________________________ > > > > > > > > > > > > EDUARD NEWERKLA BÜROMASCHINEN e.K. > > > > Röntgenstr. 22 > > > > 73431 Aalen > > > > Telefon (0 73 61) 57 09-75 > > > > Fax (0 73 61) 92 59-75 > > > > E-Mail Jonas.Wisniewski(a)newerkla.de > > > > Internet http://www.newerkla.de > > > > > > > > Amtsgericht Ulm HRA 500626 > > > > Sitz: Aalen >

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