December 2013 - otrs - OTRS mailing lists

2.4->3.0 upgrade: "Dashboard" menu item doesn't work
by Mike Morris 27 Dec '13

27 Dec '13

My 3.0 upgrade is working great now, with one very minor, but very annoying, exception: The "Dashboard" menu item does not work. The Dashboard itself is fine, and shows on login, but you can't get back to it via the menu. The menu shows "Search" as a submenu which works, but there's no actual Dashboard option. THe URL in the status bar is correct when hovering over the "Dashboard" is correct (in fact, "Copy Link Location" and using that works fine). Many moons ago, in 2.x, I DID add some menu items (like search, probably not coincidentally) to the Agent interface toolbar... but frankly I never really understood "Module Registration", I just followed an example. So: * Can someone suggest a concise explanation of the Module Registration & menu modifications that I could read up on, and/or * Anyone know how to reset the menus to default ( on the assumption that mine is corrupted and actually needs resetting...) Thanks In Advance! Mike

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3.0 upgrade: CKEDITOR.instances[EditorID] is "undefined"
by Mike Morris 27 Dec '13

27 Dec '13

Hi, I've been just "lurking" here since 3.0 came out, becauseI never could upgrade, for various reasons. But, late to the party, I've just done the upgrade from 2.4.6 to 3.0.22. All went without incident, data is all fine, etc. However, any page which includes an HTML TextArea (which I assume CKEditor converts to a javascript object...) issues the following js popup error: * CKEDITOR.instances[EditorID] is "undefined" The window is then unresponsive to "Submit" clicks. This makes the system completely unusable, as I can't close, create or notate tickets :-( I don't want to forge ahead with the 3.1, 3.2 and 3.3 upgrades until 3.0 is working as expected. Surprisingly, I can't find anything useful googling the above error message, either either with or without an OTRS keyword included. Any help obviously greatly appreciated !!! SIncerely, Mike

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Package Manager Error
by Mohd Zakaria 27 Dec '13

27 Dec '13

Hi, I am having a issue when trying to open the package manager link. I get this "page cannot be displayed" error. I checked the system log and there are no errors. Any one has any idea on this? Thanks. Regards, Zak

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Another problem. . .
by Tennant, Jacob 26 Dec '13

26 Dec '13

I figured out how to get past the Config.pm problem but now ran into another problem as when I went to verify my mail configuration setting I get this error. [image: Inline image 1] I have no idea how to fix this? -- Jacob W. Tennant IT Specialist Pierpont Community & Technical College Office: 304-333-3641 jacob.tennant(a)pierpont.edu

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customer Email Ticket is not updated it creates new ticket in otrs
by KalyanaChakravarthy MP 24 Dec '13

24 Dec '13

Hi All, Customer reply to tickets through email that ticket is updated. but suddenly customer reply email ticket created as new ticket number. other than ticket number any possible something similar at the beginning of the subject to recognize that it is no new ticket. Thank you & Regards, Kalyana chakravarthy M .P,

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Merry Christmas
by Jill Goldstein 23 Dec '13

23 Dec '13

I just wanted to wish every a Merry Christmas. I appreciate everyone's willingness to help out when they answer questions they may consider to be dumb questions, but they answer them anyway. Jill Goldstein Customer Support http://spfsolutions.biz<http://spfsolutions.biz/> Phone: 303-731-5634

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Kernel/Config.pm not writeable
by Tennant, Jacob 19 Dec '13

19 Dec '13

I am running into this problem as I have read and tried many of the solution others have used but nothing has worked. I am attempting to install otrs-3.3.3-01 on a fresh install of CentOS 6.5 32bit. I have noticed somethings odd however as all of the corrections to this problem I have found said to use this command. ./SetPermissions.sh /opt/otrs otrs apache apache apache If you go into the bin folder the new command is ./otrs.SetPermission.pl, which I have tried and it states that the permissions for Kernel\Config.pm has been changed but I still get the error. I have running these commands in terminal as root and have even chmod the Config.pm file to give everyone read/write/execute permissions but it still won't pass the writeable test in the installer. Any suggestion??? Jacob W. Tennant IT Specialist Pierpont Community & Technical College Office: 304-333-3641 jacob.tennant(a)pierpont.edu

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Adding Fields
by Jill Goldstein 19 Dec '13

19 Dec '13

Is it possible to add fields in the Customer Record? For example, in our line of work it's the latitude and Longitude of a location is important. Am I able to add a field that says "Lat/Lon?" As a work around, I can use the comment field to mark the Lat/Lon. Jill Goldstein Customer Support http://spfsolutions.biz<http://spfsolutions.biz/> Phone: 303-731-5634

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Upgrade path from 2.4.7 and up...
by Lambrecht, Charles (Charles) 19 Dec '13

19 Dec '13

Hello, I’m running OTRS 2.4.7 and I’m planning an upgrade. Do I need to upgrade throught 2.4.8, 2.4.9, etc. and all the way through every release, security or patch? If not, should I jump to 3.0.1 or could I jump to 3.0.11? Regards, Charles -------------------------------------------------------------- Charles Lambrecht Computer Operations Manager University of Tennessee College of Veterinary Medicine Email: cgl(a)utk.edu<mailto:cgl@utk.edu> --------------------------------------------------------------

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Phone Call Outbound
by Nick Bright 18 Dec '13

18 Dec '13

On "Phone Call Outbound", when an agent does an update using that method, why does the FROM show as the ticket owner? e.g. My call center agent makes an outbound phone call to the customer, clicks "Phone Call Outbound" and updates the ticket. The update then shows that it is FROM the customer not FROM the Agent. Any thoughts or suggestions? -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------

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