January 2013 - otrs - OTRS mailing lists

YAML error message after upgrade to 3.2.1
by Rudolf Bargholz 29 Jan '13

29 Jan '13

Hi, SUSE Linux Enterprise Server 11 (x86_64) VERSION = 11 PATCHLEVEL = 2 OTRS 3.2.1 Was previously 3.1.12, then upgraded to 3.2.0.beta5, then upgraded to 3.2.1 We have the following packages installed: FAQ<http://support.onlinetravel.ch/otrs/index.pl?Action=AdminPackageManager;Sub…> 2.2.1 OTRSMasterSlave<http://support.onlinetravel.ch/otrs/index.pl?Action=AdminPackageManager;Sub…> 1.3.1 Support<http://support.onlinetravel.ch/otrs/index.pl?Action=AdminPackageManager;Sub…> 1.4.4 I am seeing the following errors in the otrs system log: Tue Jan 29 14:07:49 2013 error OTRS-CGI-10 Loading the YAML string failed: YAML::XS::Load Error: The problem: Tue Jan 29 14:07:49 2013 error OTRS-CGI-10 Loading the YAML string failed: YAML::XS::Load Error: The problem: There are no other log Any idea what could be causing this? Or any idea how I can get more information in order to possibly find a cause for the message in the log? Regards Rudolf Bargholz

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3.2.1 upgrade ERROR 1091 Can't DROP 'ticket_answered';
by Marco Vannini 29 Jan '13

29 Jan '13

Did anyone got this during ]# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql otrs ERROR 1091 (42000) at line 20: Can't DROP 'ticket_answered'; check that column/key exists Can I go on ? I'm "upping" from a 3.1.6. thank you in advance. MV

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Showing Dynamic Fields in print search results
by Adrià García-Alzórriz 28 Jan '13

28 Jan '13

Dear OTRS gurus, as OTRS is able to show Dynamic fields in CSV search results [1], it can do the same with print output? I've checked Frontend::Agent::Ticket::ViewPrint but didn't work for me (doesn't show DynamicFileds in PDF output). Any hint to point me in the right direction? Thanks! [1] http://forums.otterhub.org/viewtopic.php?f=61&t=17088 -- Adrià García-Alzórriz adria.garcia-alzorriz(a)adam.es GPG Public Key: 7E00CC15 Tel. +34 902902685 Travessera de Gràcia, 342 08025 Barcelona http://www.adam.es

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OTRS Authentication against Samba 4 AD implementation?
by David Boyes 28 Jan '13

28 Jan '13

Now that Samba 4 implements Active Directory protocols to the point of being able to implement full AD function without any Windows servers or licenses, has anyone done any work with getting OTRS to authenticate against a Samba 4 AD domain? I'm looking into it here, but if someone's already done it, I'd like to exchange notes about how you did it. (this is a big deal, because it effectively makes doing effective Kerberos and LDAP authentication for OTRS a LOT easier, especially since the Samba 4 servers can be directly integrated into an existing AD domain and managed with the Windows AD tools. The licensing implications of having a fully open-source implementation of AD without per-client license requirements is a Really Big Deal).

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Audit trail of system changes
by Steve Clark 27 Jan '13

27 Jan '13

Hello List, Does otrs 3.1.x keep an audit trail of system changes? Or is there another way I can track who made changes to the system. Thanks, -- 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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pratical file sharing in otrs with apache webdav
by Francesco Pasqualini 27 Jan '13

27 Jan '13

Hi, I just finish to setup a pratical (and experimental) solution to give OTRS customer users an upload area in the otrs server: Quite simple and powerfull: in apache conf just enable webdav with custum OTRS auth provider Every customer has a private webdav folder https://upload.mycompany.com/{$otrsCustomerID} OTRS agents can read/write in every folder and can create new customers root folder. WebDav clients tested: Cyberduck, BitKinex and Curl (command line) It's a pleasure to use the OTRS api. Francesco -- Custom OTRS Auth Provider: http://pastebin.com/bC1vZfNW Apache conf follow. <VirtualHost *:443> ServerName upload.mycompany.com DAVLockDB ${APACHE_LOCK_DIR}/DAVLock SSLEngine on SSLCertificateFile /etc/apache2/ssl/upload_ssl.cert SSLCertificateKeyFile /etc/apache2/ssl/upload_ssl.key DocumentRoot "/var/www/upload" PerlLoadModule Apache::AuthenHook PerlModule My::OTRS_SimpleAuthProvider Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl PerlModule Apache2::Reload PerlInitHandler Apache2::Reload PerlModule Apache2::RequestRec <Directory /var/www/upload> DAV On SetEnv redirect-carefully ForceType application/x-downloadable Options MultiViews Indexes AllowOverride None Order deny,allow Allow from all AuthType Basic AuthName "OTRS Upload area" AuthBasicProvider My::OTRS_SimpleAuthProvider Require valid-user </Directory> </VirtualHost>

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OTRS Survey
by Daniel 25 Jan '13

25 Jan '13

Hey Gusys, anyone know if it is possible to have more then one Survey? I manage 4 Companys in my Ticket-System and each of them want to have a Survey but just one can be master and active :-( -- Mit freundlichen Grüßen Daniel mailto:daniel@linux-nerd.de

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customer web interface or external email ?
by Massimo Sabbatino 24 Jan '13

24 Jan '13

Hello My question is this: In an event handler for the event TicketCreate is it possible to understand if a ticket is opened via customer web interface or through external email ? thank you massimo otrs 3.1.10

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Adding new fields to customer tickets
by Pc Abrantes 24 Jan '13

24 Jan '13

Hello Guys, I'm new to OTRS and Perl development and I'm having trouble adding some new fields to the customer ticket form. One of these fields is the ticket complexity. I've created the table "ticket_complexity" and associated it to the table "ticket". Then, I've created the file Kernel::System::Complexity. On the CustomerTicketMessage.dtl I've added the following code (PS.: this field is a combobox, but I've created as a text field just to see if it would work): ...  <div> <label for="Complexity" class="Mandatory"> <span class="Marker">*</span> $Text{"Complexity"}: </label> <input title="Complexity" type="text" id="Complexity" name="Complexity" value="$QData{"Complexity"}" class="Validate_Required $QData{"ComplexityInvalid"}" /> <div id="SubjectError" class="TooltipErrorMessage" ><p>$Text{"This field is required."}</p></div> <div id="ComplexityServerError" class="TooltipErrorMessage NoJavaScriptMessage$QData{"ComplexityInvalid"}" ><p>$Text{"This field is required."}</p></div> <div class="Clear"></div> </div>  ... When I go to /otrs/customer.pl?Action=CustomerTicketMessage, I can't see this field. Can anyone help me? I'm using OTRS 3.1.12. Thank you. -- *Paulo Cesar Abrantes*

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Weird escalation notification behavior
by Ugo Bellavance 24 Jan '13

24 Jan '13

Hi, My setup is OTRS 3.0.13. I have configured the calendar for business hours: 7-17, Monday to Friday. Our standard SLA is 2 business days for first response (1200 minutes - 10 hours x 2), with notification at 60%. Creating a test ticket on the standard SLA on Monday 14, 10:45, and letting it escalate, give this result: EscalationNotifyBefore sent the 15th, 12:00. EscalationNotifyBefore sent the 16th, 8:20. Escalation on the 16h, 9:00. Creating a test ticket on the standard SLA on Thursday 10, 10:38, and letting it escalate, give this result: EscalationNotifyBefore sent the 14th, 8:20. Escalation on the 14h, 8:40. First, I'm surprised to see that there are usually 2 notifications. I don't understand how this is computed, but I think it is a good idea to have a notification 20 minutes before the escalation when the first response delay is more than an hour. However, I don't understand why a ticket with a first response delay that spans over a week-end doesn't get the 60% EscalationNotifyBefore. Is this a bug? Thanks, Ugo

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