September 2012 - otrs - OTRS mailing lists

Fehlermeldung nach Update auf 3.1.10
by S.Krueger＠aswo.com 25 Sep '12

25 Sep '12

Hi ! seit Update auf 3.1.10 können keine Telefon-tickets mehr erstelt werden. Im Log erscheint folgender Fehler. Sep 25 15:46:08 support-test OTRS-CGI-68[16271]: [Error][Kernel::System::DynamicField::DynamicFieldUpdate][Line:356]: Need ID! Ich habe im Admin-Handbuch gelesen, dass aus den FreetextFelder jetzt Dynamische Felder geworden sind. Wir hatten Freetextfelder im Einsatz, wenn ich im ADMIN-Bereich unter "Dynamic Fields" gucke, wird mir nichts angezeigt. Hätten die alten FreetextFelder nicht migriert werden müssen ?! Oder muss ich noch an anderer Stelle etwas aktivieren ?! Jeder Tip ist gern genommen. Steffi

1 0

ITSM change add permission
by Wagner 25 Sep '12

25 Sep '12

Hello, Is it possible to add a permission that allows only to create changes using templates? not showing the rest of the ChangeAdd view. Thanks

1 0

Connection to platform failed
by Stefano Ricci 24 Sep '12

24 Sep '12

hi to all... i user otrs 3.1.7 to work with my company customer and today i have some problems. my configuration is that: otrs in datacenter connected with customers active directory throught vpn connections and, if the customer is small, only the local database. today the vpn connection go down for 2 customers, and the platform block the login for agents and others customers... to solve the problem i remove the customers unreachable from config.pm... i want to know if is possible write some code in config.pm to check with ping the primary domain controller status, and if is offline, ignore the part of code that connect this active directory... thanks fo the help

3 5

SLA tied to Priority
by Derek Kiely 22 Sep '12

22 Sep '12

Hi, I am currently looking for a way to automatically tie Priority to SLA. If I update the priority of a ticket then I want to SLA to also be changed. Is this possible? I have seen people mention that it can be done via genericagent.pm does anyone have an example of how to do it this way? What I am trying to achieve is the following: Services: Standard, Premium and Premium Plus. SLA: 1 hour update, 2 hour update, 4 hour update, 24 hour update. So if I have a ticket that is created by a customer with Service = Standard and the Ticket Priority = P5 then the SLA =24 hour update, If I increase the priority to P1 then SLA should automatically =1 hour update. Thanks in advance for your help. Derek Kiely

2 3

Migrating Free Fields from OTRS2 to OTRS3
by Zhang, Shuai 20 Sep '12

20 Sep '12

I defined some free fields in my OTRS Helpdesk 2.4. After I upgrading to 3.1, only fields like 'Due Date' are properly translated. Everything else are in Z_Deprecated, how do I use them as before? And any way to translated them? Do I need to manual add them to dynamic fields one by one?

1 0

Re: [otrs] Customer field won't populate in new tickets
by Mark Dissington 18 Sep '12

18 Sep '12

Just a quick update on this as I found some time to do some in-depth digging. It _was_ an issue with themes, but almost impossible to track down. Back in the dim and distant past (otrs 2.4.x) we did indeed have our own themes. But after upgrading to 3.0.x the default theme was much better so we just decided to use it instead and never bothered with our own anymore and it was removed - however, some user accounts still had the old theme referenced against their accounts in the DB, but, and it's a BIG but, in the user preferences screen in the GUI (both Admin GUI and the users own preferences page) the Theme dropdown not only showed the user's Frontend theme as being the Standard one - it didn't even have the entry for the old theme in the dropdown list - there was no way to tell that the Standard theme wasn't selected on the accounts with the issue as it was the only one shown. I had to manually go through the user_preferences table and change every user's UserTheme entry to "Standard" manually using SQL. I suppose the real issue is that the GUI didn't display in the user's preferences the actual value set in the DB, rather just a pre-populated list of currently valid themes - so there was no way to tell that an invalid Theme was chosen without looking at the data in the DB directly. Anyway, fixed now. BR, Mark. >>> On 06/09/2012 at 18:01, Gerald Young <crythias(a)gmail.com> wrote: > Preferences would be in a different location from security. > > On Thu, Sep 6, 2012 at 12:01 PM, Mark Dissington < > Mark.Dissington(a)netmania-it.com> wrote: > >> Not that I can see. I've check agent <-> role and agent <-> group >> config. One agent has identical settings to my agent account, mine >> account works OK, his has the problem. >> >> I may strip all the group and role config down so everybody has rights >> to everything and see if that sorts it. Any suggestions on how to get >> all queues / roles and group rights rolled back to the standard users >> group? >> >> M. >> >> >>> On 06/09/2012 at 16:28, Gerald Young <crythias(a)gmail.com> wrote: >> > Going with Alvaro's response, would non-working agents have >> preferences >> > different from working agent? >> > >> > On Thu, Sep 6, 2012 at 10:47 AM, Alvaro Cordero >> <alvaro(a)gridshield.net>wrote: >> > >> >> Hello, >> >> >> >> I've seen this happening when you are using a default enconding that >> does >> >> not support some special caracters, for example in our case latin >> caracters >> >> like "ñ", and the accent caracter, to fix that we changed the >> default >> >> char-set to 'utf-8' and problem fixed. >> >> >> >> You can check for that kind of patterns and give it a try with the >> charset. >> >> >> >> Best Regards. >> >> >> >> >> >> >> >> On Thu, Sep 6, 2012 at 8:05 AM, Mark Dissington < >> >> Mark.Dissington(a)netmania-it.com> wrote: >> >> >> >>> Hi Gerald, >> >>> >> >>> It's not that nothing is displayed as you are typing, the customers >> list >> >>> appears and is filtered as for all agents as you are typing in the >> box, so >> >>> the customer DB is being queried and showing the same data for all >> agents. >> >>> But if a non-working agent selects any customer from the list >> displayed >> >>> then the data is not left in the field, the field becomes blank. >> Selecting >> >>> the same customer for a working agent the data is left in the >> field >> >>> correctly. >> >>> >> >>> Mark. >> >>> >> >>> >>> On 06/09/2012 at 12:23, Gerald Young <crythias(a)gmail.com> >> wrote: >> >>> > They won't populate if the customer is invalid. >> >>> > >> >>> > On Thu, Sep 6, 2012 at 3:50 AM, Mark Dissington < >> >>> > Mark.Dissington(a)netmania-it.com> wrote: >> >>> > >> >>> >> Hi Robert, >> >>> >> >> >>> >> Yes, I thought that was a possibility as well, but all the users >> are >> >>> using >> >>> >> the Standard theme. >> >>> >> >> >>> >> Mark. >> >>> >> >> >>> >> >>> On 05/09/2012 at 18:23, Robert Poreba < >> >>> poreba.robert(a)googlemail.com> >> >>> >> wrote: >> >>> >> > Mark >> >>> >> > >> >>> >> > Are all users using the same Theme? >> >>> >> >> >>> >> >> >>> >> On 5 Sep 2012, at 12:58, "Mark Dissington" < >> >>> >> Mark.Dissington(a)netmania-it.com> wrote: >> >>> >> >> >>> >> > Something very strange going on here with otrs 3.1.7 (now >> upgraded to >> >>> >> 3.1.10) to try to resolve the issue. >> >>> >> > >> >>> >> > For both New Phone Tickets and New Email Tickets the customer >> field >> >>> >> won't populate with the data from the Javascript customer search >> for >> >>> SOME >> >>> >> users. For example my accoutn works fine - create a new phone >> ticket, >> >>> start >> >>> >> typing in the "from customer" field click on the correct >> customer, >> >>> field >> >>> >> populates with the data and is greyed out, another "from >> customer" >> >>> field >> >>> >> appears for adding the next one if required. >> >>> >> > >> >>> >> > For our agents with the problem - they start typing in the >> "from >> >>> >> customer" field and the customer data is displayed as normal, >> but >> >>> clicking >> >>> >> on the customer or tabing to the next field then empties the >> field >> >>> rather >> >>> >> than displaying the selected customer. >> >>> >> > >> >>> >> > This only affects, _some_ agents, it isn't PC specific as >> logging in >> >>> >> with a working account on that PC then works, and using one of >> the >> >>> faulty >> >>> >> accounts on a working PC fails. >> >>> >> > Have checked all Roles/Groups and everything seems the same >> between >> >>> >> working and non-working agents. No changes are made to ACLs >> anywhere, >> >>> any >> >>> >> config changes only made through the Sysconfig GUI. >> >>> >> > >> >>> >> > These accounts _were definitely_ working. Has been an issue >> for ~2 >> >>> >> months (since upgrade to 3.1.x from 3.0.x probably) >> >>> >> > >> >>> >> > TIA, >> >>> >> > Mark. Netmania IT Limited Registered in England No: 4039293 Registered Office: The Stables, Elmhurst Business Park, Elmhurst, Lichfield, Staffordshire, UK, WS13 8EX VAT Reg No: 765 6677 74 This electronic message contains information from Netmania IT Ltd which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the Netmania IT Ltd's email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. -- Scanned by iCritical.

1 0

Problems with group of email
by Carlos Ribas 14 Sep '12

14 Sep '12

Hello all, I set up my system to automatically respond to the customer when a new ticket is created. It works if the customer uses its own email (eg customer(a)company.com) but it does not work using a group of email (eg noc(a)company.com or support(a)company.com) I can´t understand what happens. Anybody knows why I can´t use group of email? Best regards, ------------------------------- Carlos Eduardo Ribas

4 20

OTRSMasterSlave won't work with old master-slave relations
by Juan Manuel Clavero Almirón 14 Sep '12

14 Sep '12

Hi all, I don't know if there's any MasterSlave list or forum going on, so I've decided to send this here. Sorry if it's not convenient and gladly would receive any URL or email to post or send this email to. We are currently using OTRS 3.0 on our production environment and I'm testing OTRS 3.1 upgrade on a test system (with production data). I've been having problems with MasterSlave upgrade. I've followed the steps in http://forums.otterhub.org/viewtopic.php?f=60&t=15497, but they didn't seem to work for me, so I'll tell the problems I had and how I solved them: - Dynamic Field was not properly upgraded: there is a Dynamic Field created by the OTRS 3.1 upgrade script, called 'TicketFreeText12', named 'MasterSlave', but it was invalid and didn't match value in MasterSlave::DynamicField + Solved via SQL, because there was a problem defining an empty Possible Value via Sysconfig. + UPDATE dynamic_field SET name='MasterSlave', label='MasterSlave', valid_id=1 WHERE id='24'; - Old Master Slave relations (those created in 3.0 environment) were no longer recognized. + It seemed to be because the dynamic field value of the slaved ticket now stores the ticketnumber of the master ticket. + I've solved using the attached script. It will gather all the old slave ticket and try to re-slave them to the first target of a Parent-Child link which happens to be a Master Ticket. + I know is not a perfect solution, but we don't have much links between tickets, most slave tickets have just one Parent-Child relation and, of those that have more than one Parent-Child relation, normally only one of them would be master, so it pretty much keeps everything together. + Of course, if you have this problem, your situation may vary and you should customize and test in a test environment before applying to a production system. Kind regards, Juan Clavero

1 0

slow mysql queries after upgrade 2.2.7 -> 3.1.10
by Christopher Reemts 14 Sep '12

14 Sep '12

hello everyone, I'm trying to upgrade OTRS from version 2.2.7 to 3.1.10 while migrating the system to another server. I first "cloned" the 2.2.7 system on the new server and successfully imported the database and all configurations. then I upgraded the OTRS: 2.2 -> 2.3. -> 2.4. -> 3.0 -> 3.1. I executed all migration scripts and followed every instruction mentioned in the documentation. the system works well, except some very slow mysql queries when I try to view tickets. I activated mysql-slow-query-log, example (viewing a ticket): ------------------- SET timestamp=1347279327; SELECT sa.ticket_id, sa.a_from, sa.a_to, sa.a_cc, sa.a_subject, sa.a_reply_to, sa.a_message_id, sa.a_in_reply_to, sa.a_references, sa.a_body, st.create_time_unix, st.ticket_state_id, st.queue_id, sa.create_time, sa.a_content_type, sa.create_by, st.tn, article_sender_type_id, st.customer_id, st.until_time, st.ticket_priority_id, st.customer_user_id, st.user_id, st.responsible_user_id, sa.article_type_id, sa.a_freekey1, sa.a_freetext1, sa.a_freekey2, sa.a_freetext2, sa.a_freekey3, sa.a_freetext3, st.ticket_answered, sa.incoming_time, sa.id, st.freekey1, st.freetext1, st.freekey2, st.freetext2, st.freekey3, st.freetext3, st.freekey4, st.freetext4, st.freekey5, st.freetext5, st.freekey6, st.freetext6, st.freekey7, st.freetext7, st.freekey8, st.freetext8, st.freekey9, st.freetext9, st.freekey10, st.freetext10, st.freekey11, st.freetext11, st.freekey12, st.freetext12, st.freekey13, st.freetext13, st.freekey14, st.freetext14, st.freekey15, st.freetext15, st.freekey16, st.freetext16, st.ticket_lock_id, st.title, st.escalation_update_time, st.freetime1 , st.freetime2, st.freetime3, st.freetime4, st.freetime5, st.freetime6, st.type_id, st.service_id, st.sla_id, st.escalation_response_time, st.escalation_solution_time, st.escalation_time, st.change_time FROM article sa, ticket st WHERE sa.ticket_id = '28373' AND sa.ticket_id = st.id ORDER BY sa.create_time, sa.id ASC; # Time: 120910 14:15:35 # User@Host: otrs[otrs] @ localhost [] # Query_time: 8.183378 Lock_time: 0.000041 Rows_sent: 3 Rows_examined: 61222 --------------------- the system takes about 5-30 seconds to view a ticket. sometimes it just works perfectly for a while, the next moment it's slow again. table "article" has about 68.000 records table "ticket" has about 28.000 records if you need to know other data or log files, let me know. thanks in advance, chris -- Bergische Universität Wuppertal Zentrum für Informations- und Medienverarbeitung Gaussstr. 20 D-42097 Wuppertal Germany Email: reemts(a)uni-wuppertal.de Home : http://www.zim.uni-wuppertal.de

2 3

CustomerID as required field in AgentTicketClose
by ml ml 13 Sep '12

13 Sep '12

Hello List, i have OTRS 3.1 and i want the CustomerID field to be required AgentTicketClose. How do i do that? Thanks, Mario

3 6