September 2012 - otrs - OTRS mailing lists

Auto Response from API created ticket
by French, Alastair 07 Sep '12

07 Sep '12

We are having issues with responses not being sent to the customer when a ticket is created via the API The ticket is being created OK and then the article appears to create OK. The agents are being notified but nothing is logged in the history about the customer being notified. The responses are being sent if the ticket is opened by email but not via the API. The auto response is set in OTRS to be "auto reply" The (hopefully) relevant bits of the API call are $articleid = $soapclient->__soapCall("Dispatch", array($soapuser, $soappass, "TicketObject", "ArticleCreate", "TicketID , $ticketid, "ArticleType", 'email-external', "SenderType", 'customer', # agent|system|customer "From" , utf8_encode(ucfirst($custFirstName) . ' ' . ucfirst($custLastName) . ' <' . $custEmail . '>'), "To" , 'europe.rma(a)aeroflex.com', "Subject", $ticketSubject, "Body", utf8_encode($cleanBody), "MessageID", $header->message_id, "ContentType", 'text/plain; charset=utf-8', "HistoryType", 'EmailCustomer', "HistoryComment", 'Automatically Generated via RMA Web Request', "UserID", $soapuserid, "NoAgentNotify", 0, "AutoResponseType", 'auto reply', )); OTRS Version 3.0.10 What have we missed? Thanks Alastair French IT Analyst Aeroflex International Ltd A Passion for Performance Tel: +44 (0) 1438 772177 Email: alastair.french(a)aeroflex.com <mailto:alastair.french@aeroflex.com> http://www.aeroflex.com <http://www.aeroflex.com> Subscribe now to receive Aeroflex e-newsletters. As a subscriber, you will receive all the latest Aeroflex news including upcoming products, specials and other related information. Sign up now for our FREE monthly newsletter: www.aeroflex.com/aboutus/enewsletter/signup-form.cfm <http://www.aeroflex.com/aboutus/enewsletter/signup-form.cfm> . Aeroflex Ltd registered in England and Wales No. 317241 * Registered Office: Longacres House * Six Hills Way * Stevenage Notice: This e-mail is intended solely for use of the individual or entity to which it is addressed and may contain information that is proprietary, privileged, company confidential and/or exempt from disclosure under applicable law. If the reader is not the intended recipient or agent responsible for delivering the message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If this communication has been transmitted from a U.S. location it may also contain data subject to the International Traffic in Arms Regulations or U.S. Export Administration Regulations and cannot be disseminated, distributed or copied to foreign nationals, residing in the U.S. or abroad, without the prior approval of the U.S. Department of State or appropriate export licensing authority. If you have received this communication in error, please notify the sender by reply e-mail or collect telephone call and delete or destroy all copies of this e-mail message, any physical copies made of this e-mail message and/or any file attachment(s).

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Re: [otrs] Customer field won't populate in new tickets
by Mark Dissington 06 Sep '12

06 Sep '12

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.

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Re: [otrs] Customer field won't populate in new tickets
by Mark Dissington 06 Sep '12

06 Sep '12

I've checked our apache config and we already have utf-8 set as below: AddDefaultCharset UTF-8 Anywhere else it could be configured? Strange that it works for some agents but not others though, so wouldn't have thought it would be a system-wide issue but maybe agent configuration perhaps? M. >>> On 06/09/2012 at 15:47, 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. 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.

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Re: [otrs] Customer field won't populate in new tickets
by Mark Dissington 06 Sep '12

06 Sep '12

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.

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Re: [otrs] Customer field won't populate in new tickets
by Mark Dissington 06 Sep '12

06 Sep '12

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.

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how cutomize sheet size in PDF
by Soporte Informatica PGJE 06 Sep '12

06 Sep '12

Hello, Is posible customize the sheet size in PDF format?, for example A5, A0, etc Regards.

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Customer field won't populate in new tickets
by Mark Dissington 05 Sep '12

05 Sep '12

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.

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ITSM-CIAttributeCollection and KIX4OTRS for OTRS 3.1 free to download
by Anna Brakoniecka 05 Sep '12

05 Sep '12

Hi all, we have published recently the ITSM-CIAttributeCollection for OTRS 3.1. Free download: http://www.cape-it.de/additional-modules.html Additionally, new version of KIX4OTRS 4.2 for OTRS 3.1 is available, too. What is new? The dynamic fields can be set in accordance with each other with unlimited depth and they are displayed as a neatly arranged tree in the Admin-GUI. For the agents, dynamic fields (up to KIX4OTRS 4.1: free fields) will be displayed in a new tab in the ticket view. http://www.cape-it.de/news-en/items/new-release-kix4otrs-42-for-otrs-31-ava… Kind regards, Anna ** Besuchen Sie uns auf dem IT- Anwenderforum in Chemnitz ** ** vom 11.09.2012 - 12.09.2012 ** - - - - - - - - - - - - - - - Anna Brakoniecka c.a.p.e. IT® GmbH - ...cape it easy Annaberger Str. 240, D-09125 Chemnitz http://www.cape-it.de Tel: +49 371 5347 620 Fax: +49 371 5347 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier

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OTRS3.1 - Follow Ups/Reply Tickets do not appear in Dashboard
by ml ml 05 Sep '12

05 Sep '12

Hello List, i create a new E-Mail Ticket and set the State to Pending (in about 1 or 2 Weeks). My Customer/Client now replies within that time, then i only get a E-Mail Notification. This E-Mail Reply does not appear in my Dashboard. Why? I would have expected it in "Open Tickets / Need to be answered" If i do the same with the State Open, then the reply appears in my Dashboard "Open Tickets / Need to be answered" after a reply. Thanks, Mario

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Mysql | Support sql benchmark wrong?
by Martin Hochreiter 05 Sep '12

05 Sep '12

Hi there! I have migrated our otrs installation to an ubuntu 12.04 lts server (formerly 8.04). The Support overview states "everything is fine" - is made a view commandline benchmark tests of the mysql 5.5 server ... all stated a very good performance, the Otrs itself "feels" very fast BUT the included support tests claim an Insert,update,delete time of 32s (Select 4s) when starting the Normal test. Could it be that the tests are simply wrong? regards Martin

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