August 2012 - otrs - OTRS mailing lists

Lightbox HowTo on OTRS
by Gerald Young 07 Aug '12

07 Aug '12

Slightly out of the ordinary thing, but I had fun with it ... How to add Lightbox2 to OTRS so when you click on an image attachment, it does that popover effect. http://forums.otterhub.org/viewtopic.php?f=60&t=16302

3 6

Possibility to change Service affectation of a ticket after its creation
by DEVRED Nicolas 07 Aug '12

07 Aug '12

Hi, I would like to know if it's possible to add the field "service" into the screen "AgentTicketZoom" or/and into the screen "AgentTicketPhoneOutbound". Regards, N. Devred

1 0

Display full Dynamic field in ticket view
by Robert Butler 07 Aug '12

07 Aug '12

Hello, I have successfully upgraded from 3.0.12 to 3.1.17. The free text fields migrated to dynamic fields and I have successfully configured them to display in ticket views and searches. However, the dynamic fields that are displayed in the ticket view are truncated, showing only the first 25 characters. They have [...] mouse hover areas that display the fully populated field. Can I change this behavior to show the entire value of the dynamic field?

2 2

error when accessing rpc.pl in otrs
by ravi shanker 07 Aug '12

07 Aug '12

Hi, i'm currently using otrs 3.1.7 on WIN2008 -64bit,iis7,active perl 5.14 version.when accessing rpc.pl..i'm getting following error The page cannot be displayed because the server requires a Content-Length header in the request. Ravi Shankar

1 0

TicketSearch performance with Internet Explorer
by Juan Manuel Clavero Almirón 06 Aug '12

06 Aug '12

Hi all, there’s some poor performance in Internet Explorer when you try to select multiple choices of one field in AgentTicketSearch. I’ll try to explain: let’s say you want to filter tickets in a, h, j, k, l, t, v, w and z queues. So you go to AgentTicketSearch; in there, you select ‘queue’, press the ‘plus’ button and you get a multiple-select with all your queues. then you press ‘control’ in your keyboard, because you want to select multiple non-adjacent queues, and start selecting queues by clicking on them with your mouse. When you have several queues selected, it takes several seconds to select another one, and these times get worst with every queue added. We’ve only seen this behaviour with Internet Explorer 6 to 8 (we know 6 is not supported, but we still have some apps that only work with it, so we must keep it); It is working OK with IE9, Chrome, Firefox, Opera and Safari. Has anyone seen this behavior? Kind regards, Juan Clavero

2 2

Support Assessment Notices in OTRS Dashboard
by Kaushal Shriyan 04 Aug '12

04 Aug '12

Hi, I see failure and critical notices in Support Assessment. do i need to run any script to fix it after attending the notices. Is there a way to make it reflect on the Support Assessment Dashboard? I have restarted OTRS and httpd and MySQL services. Any clue? Failed Check "max_allowed_packet" setting. "max_allowed_packet" should be higher than 7 MB (it's 1 MB). Any config file to be edited? Critical Check "query_cache_size" setting. The setting "query_cache_size" should be used. Any config file to be edited? Check if root@localhost account has the default password. Critical Change the password or invalidate the account 'root@localhost'. Failed Check if the configured FQDN is valid. Invalid FQDN 'otrsexample'. Please suggest. Regards, Kaushal

3 3

OTRS 3.1.7 for Windows and SSL Module for Apache 2.2
by Stefano Ricci 03 Aug '12

03 Aug '12

hi to all.. i have to enable SSL Module in my installation of OTRS... i follow the guide found here: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQZoom;ItemID=333 but, when i start apache i have this error: Syntax error on line 62 of C:/Program Files (x86)/OTRS/Apache/conf/extra/httpd-ssl.conf: SSLSessionCache: Invalid argument: size has to be >= 8192 bytes -------------------- this is the file httpd-ssl.conf: # Inter-Process Session Cache: # Configure the SSL Session Cache: First the mechanism # to use and second the expiring timeout (in seconds). #SSLSessionCache "dbm:C:/PROGRA~2/OTRS/Apache/logs/ssl_scache" #line 62 *SSLSessionCache "shmcb:C:/PROGRA~2/OTRS/Apache/logs/ssl_scache(512000)"* * * SSLSessionCacheTimeout 300 -------------------- to generate the certificate i use *openssl.conf* (i found a copy in OTRS\Apche\conf) and this command: openssl req -x509 -nodes -days 365 -newkey rsa:2048 -keyout otrs.key -out otrs.crt - config openssl.cnf -------------------- in the SysConfig -> Framework -> Core::HttpType i set https exist an other procedure to enable the https connection to portal?

2 1

Module to add Announcements
by Stephan Lang 03 Aug '12

03 Aug '12

Hi, does anyone no off an otrs module (pakage) to add announcements to the customer login or customer My Tickets area? Simplest would be a list of definable Text or one big Text Field? "System xyz is down, no need to create Tickets. Will approximately take 30 Minutes." So you don't get 50 Tickets for a known issue? Yours sincerely p.p. Stephan Lang Head of IT Department Tel.: +49 9180 189-276 Fax.: +49 9180 189-55276 E-Mail: stephan.lang(a)bockonline.de Internet: http://www.bockonline.de ------------------------------------------------------------------------ Bock 1 GmbH & Co. KG An der Heide 17 92353 Postbauer-Heng Sitz: Postbauer-Heng Amtsgericht N?rnberg, HRA 11 240 pers. haft. Gesch?ftsf?hrer: Hermann Bock Bock 1 Verwaltungs GmbH Sitz: Postbauer-Heng Amtsgericht N?rnberg, HRB 93 10 Gesch?ftsf?hrer: Harald Meyer, Andreas Gro?hauser Diese E-Mail enth?lt m?glicherweise vertrauliche und/oder rechtlich gesch?tzte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrt?mlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail ist nicht gestattet. This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the material in this email is strictly forbidden.

2 1

Generic Agent
by Lucas Triguis Schimit 02 Aug '12

02 Aug '12

Hello, I am trying to fix an issue for such a time. I have created some "Generic Agent" to define priorities and respective queue that the tickets will be forwarded. Every 10 minutes, such agents are executed, however, I need a faster service, something about every 2 minutes. - I have changed some configurations in crons "/opt/otrs/var/cron", altering the crons for executing every 2 minutes; - I also have changed the source code to show from 00 to 59; Is there something different to do for executing the agents every 2 minutes? Yours sincerely, Lucas Schimit -- *Atenciosamente* [image: Descrição: beacon02] * * *Lucas Schimit* *Operação Brastorage* PABX: 11 3628-7600 Mobile: 11 6606-7297 E-mail: lschimit(a)brastorage.com.br www.brastorage.com.br *São Paulo - Rio de Janeiro - Porto Alegre*

1 0

allow only authenticated customer to open ticket via mail
by Stefano Ricci 02 Aug '12

02 Aug '12

hi to all.... i search a way to do this configuration in my sitauation... in a previous configuration (only local database, no active directory for agents and customers) OTRS filter email from unknow customer... only if your email is in database the system open the ticket... now i put in config.pm some code to verify the credentials of a customer in local database an more active directoris... on web interface an unknow user can not login and open tickets, but if i send email from an unknow address the system read the email and open the tickets... any idea?

3 3