March 2013 - otrs - OTRS mailing lists

Subject can be change?
by BIRO Zoltan 05 Mar '13

05 Mar '13

Hi All, We would like to change the Subject field in AgentTicketZoom, is it possible to do somehow? Thanks! Zoltan

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Keep Connection alive between app and database
by Bean, Scott 04 Mar '13

04 Mar '13

How do I keep my OTRS 3.2.2 machine from dropping the connection to the database server? We have a large database, and some queries take a while. It looks as if MySQL is completing the query but by the time it finishes the connection has been dropped. I tried changing the /etc/httpd/conf/httpd.conf file settings (both increasing the timeout value and turning on KeepAlive). I restarted the httpd service after both changes, but I still get connection drops. Any ideas? Thanks, Scott Bean IS Planning & Projects Washington State University scott_bean(a)wsu.edu This communication may contain privileged, non-public or other confidential information. If you have received it in error, please advise the sender by reply email and immediately delete the message and any attachments without copying or disclosing the contents. Thank you.

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How can I reset passwords for all customers?
by Bogdan Iosif 04 Mar '13

04 Mar '13

Hi, I need to perform a mass reset of all customer passwords, for security reasons (hundreds of accounts). Is there a shell script I can call to reset the password for each customer account? Can it be done directly from the database, without using Perl / OTRS framework? Thanks, Bogdan P.S:I thought this was the purpose of the otrs.SetPassword.pl script but it seems it only works for agent accounts.

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New ImportExport-Modules for OTRS 3.2
by Anna Brakoniecka 03 Mar '13

03 Mar '13

Hi, there are new Import-Export-Modules that we have developed for OTRS 3.2. You can find and download them here for free: http://www.cape-it.de/free-otrs-community-additional-modules.html Thank you very much in advance for your feedback. Kind regards, Anna Brakoniecka ** Let meet us during the CeBIT in Hannover ** ** March, 5th-9th, Hall 6, Boot E16 ** ** Follow us http://twitter.com/capeit ** 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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Issue adding new Stats
by Bean, Scott 01 Mar '13

01 Mar '13

I am upgrading our test box to v3.2.1 - I have everything upgraded, but found an issue when trying to add a new report. This happens with either the ADD button on the overview page or when selecting NEW on the drop down. The page either takes a long time (as in 2 minutes or so) to load, times out and doesn't load at all, or acts as if it loads but puts the person right back on the screen they started from. I have searched the forums without much success. Any ideas? OTRS Test box is RHEL 5.9 and MySQL 5.0.95 running on separate boxes. Thanks, Scott Bean IS Planning & Projects Washington State University scott_bean(a)wsu.edu This communication may contain privileged, non-public or other confidential information. If you have received it in error, please advise the sender by reply email and immediately delete the message and any attachments without copying or disclosing the contents. Thank you.

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Re: [otrs] Need to set customers/agents's auth witn LDAP.
by Steven Carr 01 Mar '13

01 Mar '13

On 8 February 2013 13:05, Israel Garcia <iga3725(a)yahoo.com> wrote: > OK Steve, so I should edit /opt/otrs/Kernel/Config.pm, add my LDAP settings, > restart OTRS and volia!? > Also, I have seen in Admin/SysConfig/Frontend::Customer::Auth the same > parameters I have added to /opt/otrs/Kernel/Config.pm, should I edit them > using this web page or editing directly the /opt/otrs/Kernel/Config.pm > file? Don't quite know about the "voila", more like cross your fingers and hope it doesn't collapse in a heap. One of my big issues with OTRS is the configuration is utter crap. Too many places to configure things, everything should really be just configured through Sysconfig instead of having to mess about with text files (and perl based text files at that), and ideally stored in the database to make upgrades a lot easier than worrying about which config files you need and don't need. I'm not sure the order in which the settings are applied but I would guess that anything you put in Kernel/Config.pm will override anything you configure in SysConfig (someone can correct me if I'm wrong). So just make your changes in one place and one place only and they will be added to the overall config. Steve

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Tickets not re-opening on customer reply.
by Atom Powers 01 Mar '13

01 Mar '13

We have been running OTRS for about a month and I think it is the best OSS ticketing system I've ever used. Lately it came to my attention that when a customer replies to a "ticket closed" email the ticket is not re-opened; the customer receives a "your ticket has been updated" message immediately followed by a "your ticket has been closed" message. The ticket state remains "resolved" (re-named from "closed successful"). We are running 3.2.1. I feel that I've already check all the obvious settings but I must be missing something. Where else should I be looking? My Queue is set to "Follow up Option: possible" and Core::PostMaster::PostmasterFollowUpStateClose -> "open" Logs indicate the follow up is processed and "ticket closed" message is sent out immediately following: Jan 28 09:58:38 support0 OTRS-otrs.PostMaster.pl-3[9663]: [Notice][Kernel::System::PostMaster::FollowUp::Run] FollowUp Article to Ticket [3000260] created (TicketID=208, ArticleID=976). , Jan 28 09:58:51 support0 OTRS-CGI-3[14733]: [Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'customer(a)digipen.edu' from 'DigiPen Helpdesk <helpdesk(a)digipen.edu>'. HistoryType => SendCustomerNotification, Subject => [DP#3000118] Your HelpDesk request has been closed.; -- 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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Update response time, don´t update
by Antonio Sarmiento 01 Mar '13

01 Mar '13

Hi everybody, win 7 / mysql / otrs3.1.12 / itsm 3.1.7 I'm using service & sla and defined first response, update and solution time, but when I create a phone ticket and the sla is asigned and ticket created, only first response and solution time are stopped with some action, like external note or close without problem. But with the update time I can´t find how to comply, because each article like a new external note or priority update or queue update, the update time is restarted!! Someone could help me? I appreciate so much your help Antonio

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