February 2013 - otrs - OTRS mailing lists

NTOP v 5.0.1
by Phillip Lynn 14 Feb '13

14 Feb '13

All, We are running NTOP version 5.0.1 and have noticed in the Application Protocols tab at the bottom of the screen, under Aggregated View that every once in a while we have seen where the Avg value is greater than the Max value. I need a better understanding how this works and what could cause these types of results. I have read the tutorials on-line but I am still fuzzy on how the results could have such results. Thank's, Phillip Lynn -- Phillip Lynn Software Engineer II NetWolves Phone:813-579-3214 Fax:813-882-0209 Email: phillip.lynn(a)netwolves.com www.netwolves.com

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Customer Group as Generic Agent filter condition
by Finetti, Stefano 14 Feb '13

14 Feb '13

Greetings to all, this is my first post in this group, I tried to find an answer to my problem googling around but without any luck. I need a bit of help with OTRS 3.2.1 in creating a Generic Agent script for my company, basically this is what i need: My company has a number of queues based on various products, but every customer is mapped to a group which refers to an Agent as responsible (Key Account for customer). When a ticket is opened on OTRS by customer sending emails to the system, i want to check who is the customer, look for its group and then automatically assign the ticket to the account manager for the group as responsible. I don't know if i made myself clear :/ I know i can map each and every customer to a Responsible using Generic Agent, but here we are speaking of thousands of them... it would take ages to create all filters... Using the Customer Group function would be a nice help, but there is no such possibility in Web Interface and i don't know the exact variable name (and if it's usable) for the GenericAgent.pm script Thanks in advance for any help Feel free to point me in another direction if i'm going on a bad road! :) -- *Lynx International Srl* *Stefano Finetti* *Senior System Consultant* *Axed Group* Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina Skype: *ssfinetti* * * -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.

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OTRS localisation and language not working completely
by Pete 14 Feb '13

14 Feb '13

I'm a new to this list so Hello everyone. I've got a problem using Finnish language pack on otrs 3.2.1. I've downloaded it from http://fossies.org/unix/misc/otrs-3.2.1.tar.gz:a/otrs-3.2.1/Kernel/Language… . The problem is that not everything is translated on the pages but some of the texts are. I did a quick check from fi.pm where the translations are and noticed that even if translation is found from that file, it's not translated on the page. Could anyone help? Thanx. ~pete

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changing a label in 3.1.x
by Steve Clark 13 Feb '13

13 Feb '13

Hello, Could someone clue me in on the correct way to change a label that appears when working with a ticket. Example I want to change "Service Level Agreement" to like "Severity type ". I see that this appears in the following file in Kernel/Output/HTML/Standard AAATicket.dtl AdminGenericAgent.dtl AgentTicketActionCommon.dtl AgentTicketEmail.dtl AgentTicketMasterSlave.dtl AgentTicketOverviewMedium.dtl AgentTicketOverviewPreview.dtl AgentTicketPhone.dtl AgentTicketPrint.dtl AgentTicketSearch.dtl AgentTicketZoom.dtl Should I copy these to my own Theme dir and change them or is there one file I can change to accomplish this. -- 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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YAML::XS::Load Error
by Marco Vannini 12 Feb '13

12 Feb '13

Hi all, My upgrade works very well and everyone are sodisfied about the new OTRS version (thank you once again) but ... :D My cronned GenericAgent send me mail of this kind: ERROR: OTRS-otrs.GenericAgent.pl-10 Perl: 5.10.1 OS: linux Time: Mon Feb 11 12:50:02 2013 Message: Loading the YAML string failed: YAML::XS::Load Error: The problem: block sequence entries are not allowed in this context was found at document: 1, line: 4, column: 7 Traceback (3911): Module: Kernel::System::YAML::Load (v1.5) Line: 130 Module: Kernel::System::DynamicField::DynamicFieldGet (v1.66) Line: 308 Module: Kernel::System::DynamicField::DynamicFieldListGet (v1.66) Line: 951 Module: Kernel::System::GenericAgent::new (v1.86) Line: 117 Module: /opt/otrs/bin/otrs.GenericAgent.pl (v1.12) Line: 91 ERROR: OTRS-otrs.GenericAgent.pl-10 Perl: 5.10.1 OS: linux Time: Mon Feb 11 12:50:02 2013 Message: Loading the YAML string failed: YAML::XS::Load Error: The problem: [...] There is something that I could do to silence it a part sending cron job output to /dev/null ? I've checked modules version requirements and they seems ok. Thank you in advance. Marco Vannini

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Re: [otrs] OTRS freeze tickets its creation time is future than server time
by Esteban Monge 12 Feb '13

12 Feb '13

>>> On 3 February 2013 15:11, Esteban Monge <esteban(a)nuevaeralatam.com> >>> wrote: >>>> Thanks Steve. >>>> >>>> My server is a VM under VMWare, maybe sys admin can put a politic to >>>> sync >>>> time in different way to my Debian, generally time changes at 6p.m. I >>>> tried with NTP server but sometimes don't works good and the time need >>>> changed manually, when I note the change, can be 24 hours or more, for >>>> documentation is a bad behavior. >>>> >>>> I going to try with NTP again... >>> Hello for updating this case, I unloaded Open VM Tools and server stop changing the time, VMWare admin tell me that in Windows you can uncheck hour sync, I going to check configuration files to disable the feature. Thanks to all for the help. =) >>> So as Michiel said you need to ensure vmtools are installed and active >>> on your Debian VM (I missed the part where you said you were running >>> on ESX). As you are sharing a CPU with other VMs then this is what is >>> probably causing your time to skew, installing vmtools will fix that. >>> Though in all of our Debian VM images I also have them synchronising >>> against our NTP server as well. >>> >>> There is an open source set of tools available but you need the >>> ability to compile and install kernel modules on your VM, the >>> instructions I use are: >>> >>> # Install Open VMware Tools >>> aptitude install build-essential open-vm-tools open-vm-source >>> module-assistant auto-install open-vm -i >>> >>> The first one will install the open-vm-tools and the compiler+tools, >>> second command will automatically build and install the open-vm kernel >>> modules. After that's done reboot. >> >> Right!!! I installed these Open VM Tools in my VM. Maybe the problem is >> that the sysadmin had sync NTP from VMWare to Costa_Rica time but I >> configured to Panama time. I have seen that tickets put a time in >> negative >> around to 60 minutes, difference between Costa Rica and Panama. >> >> Maybe sysadm can disable sync for my VM. >> >> Thanks again. >> >>> >>> HTH >>> >>> Steve >>> --------------------------------------------------------------------- >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> >> >> > >

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Change font size on Ticket Print
by Bjørn Gustav Baklid 11 Feb '13

11 Feb '13

I would like to change the font size on the print output OTRS generates. When we print the tickets on A4 size paper the article text is a bit too small to easily read. Could someone point me to the configuration parameter I have to change to increase the size? --- Bjørn Gustav Baklid IT Consultant, Re kommune

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Re: [otrs] Multiple Customers on a ticket?
by Atom Powers 10 Feb '13

10 Feb '13

During a service interruption we often have many people reporting the same problem, each creating a ticket. Is there a way to merge the tickets in such a way that every customer will still receive replies and updates to the ticket? This would make it easier for our agents to manage communication about the interruption. From what I can see, the current behaviour is that when you merge tickets only the customer of the ticket you merged into receives messages. -- Perfection is just a word I use occasionally with mustard. --Atom Powers-- Director of IT DigiPen Institute of Technology +1 (425) 895-4443

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ITSM User Manual
by Ricardo Striquer Soares 09 Feb '13

09 Feb '13

Hi, Is there a more conceptual user manual for the ITSM module? some OTRS I'm trying to get started with it and get everything done and done but i got myself lost in change management since i can't modify the Change State from Requested, even if I'm the Change Builder and Manager. I tried a Condition based on a workorder status and the conditions seams not be working as well, since it seams not to fire anything anytime! Surely it's something i'm missing big. Tell, what should i send to the mailing to show and find what's up around here? Thanks. -- *Ricardo Striquer Soares* ricardo(a)wb4b.com.br twitter.com/rstriquer br.linkedin.com/in/rstriquer WB4B - Negócios Online | Curitiba - PR www.wb4b.com.br www.ibns.com.br www.e-commercebrasil.org www.programabrasil.org Skype: rstriquer ou Ricardo Striquer Soares da WB4B de Curitiba 41 3029 5624 (ramal: 200) 41 8446 6360 (Claro) 41 9278 3560 (Vivo)

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Resetting a Dynamic Field when Escalation Update timer resets
by Praneeth Katru 08 Feb '13

08 Feb '13

Hello, I have created a Dynamic Field for managing multiple escalation levels which is working fine. But I want to change its value to a preset value whenever escalation update timer is reset. How can this be accomplished? Thanks Praneeth Katru Description: cid:Image0 Empowering Enterprise Efficiency Q4-A1 | 10th Floor | Cyber Towers | Hi-Tech City | Madhapur | Hyderabad-500 081 | India | Office:91-40-44335055 | US Direct:609-454-6901 | <mailto:Praneeth.Katru@SmartIMS.com> Praneeth.Katru(a)SmartIMS.com | <http://www.smartims.com/> www.SmartIMS.com An MWBE and "GSA Schedule 70" Certified Company <http://images.google.com/imgres?imgurl=http://www.cttl.net/images/CiscoPart ner.gif&imgrefurl=http://www.cttl.net/partners.html&usg=__dLhSfNJRCBeAbTfeGH aP50aXY6w=&h=87&w=96&sz=5&hl=en&start=42&um=1&tbnid=Exf5udtuvueOJM:&tbnh=73& tbnw=81&prev=/images%3Fq%3Dcisco%2Bpartner%2Bselect%2BCERTIFIED%26ndsp%3D18% 26hl%3Den%26rlz%3D1T4IBMA_enUS309US309%26sa%3DN%26start%3D36%26um%3D1> Description: cid:Image1 <http://images.google.com/imgres?imgurl=http://www.flow3d.com/images/imgs_re s/partner_logos/bus_prtnr_2C_horz_lg.jpg&imgrefurl=http://www.flow3d.com/res ources/res_soft_part.html&usg=__si29g4iMpPgl-TxxY091Z-NBg6M=&h=206&w=448&sz= 7&hl=en&start=51&um=1&tbnid=1ue19B0lnrHhhM:&tbnh=58&tbnw=127&prev=/images%3F q%3DHP%2BBusiness%2Bpartner%26ndsp%3D18%26hl%3Den%26rlz%3D1T4IBMA_enUS309US3 09%26sa%3DN%26start%3D36%26um%3D1> Description: cid:Image2 <http://images.google.com/imgres?imgurl=http://www.neoxen.com/neoxen/images/ gold_certified_logo.gif&imgrefurl=http://www.neoxen.com/neoxen/partners/&usg =__p5cwFSzpnGLjyLRutEDXQfNbFr4=&h=77&w=134&sz=5&hl=en&start=73&sig2=mC2zQwIR BMpaiIMgah46PQ&um=1&tbnid=kHuMOaIMJOibpM:&tbnh=53&tbnw=92&prev=/images%3Fq%3 Dmicrosoft%2Bgold%2Bcertified%2Bpartner%26ndsp%3D18%26hl%3Den%26rlz%3D1T4IBM A_enUS326US326%26sa%3DN%26start%3D72%26um%3D1&ei=oicgSsFP0JWUB5yf1YgG> Description: cid:Image3 <http://images.google.com/imgres?imgurl=http://www.mcg.be/uploadedpictures/C isco-SMB-Logo.jpg&imgrefurl=http://www.mcg.be/pages/detailNewsMCG.aspx%3FLan guage%3D1%26IDNews%3D58%26IDNewsLinked%3D59&usg=__30atWWV7-qFmfi31kFQNvxdhak 4=&h=92&w=300&sz=36&hl=en&start=17&um=1&tbnid=BhmWOR4FoRMuNM:&tbnh=36&tbnw=1 16&prev=/images%3Fq%3DCisco%2BSMb%2Bselect%2Bpartner%26hl%3Den%26rlz%3D1T4IB MA_enUS309US309%26um%3D1> Description: cid:Image4Description: cid:Image5

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