April 2013 - otrs - OTRS mailing lists

Auto Complete or Auto Fill does not function.
by Kaushal Shriyan 17 Apr '13

17 Apr '13

Hi Auto Complete or Auto Fill of Customer Email Address when a agent replies on OTRS Interface does not work. Any Clue? Thanks and Regards, Kaushal

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Attachment not working on Agent Ticket Note OTRS 3.1.11
by Alvaro Cordero 17 Apr '13

17 Apr '13

Hello Guys, Today we realised that in our system, agents cannot attach any files when adding a note into a ticket. Logs say the following [Wed Apr 17 11:31:57 2013] -e: Version string '-1, set by base.pm' contains invalid data; ignoring: '-1, set by base.pm' at /opt/otrs//Kernel/System/Log.pm line 166. ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Apr 17 11:31:57 2013 Message: Need Filename! Traceback (25299): Module: Kernel::System::Web::UploadCache::DB::FormIDAddFile (v1.24) Line: 68 Module: Kernel::System::Web::UploadCache::FormIDAddFile (v1.24) Line: 153 Module: Kernel::Modules::AgentTicketActionCommon::Run (unknown version) Line: 418 Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.90) Line: 204 Module: ModPerl::RegistryCooker::run (v1.90) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Apr 17 11:32:04 2013 Message: Invalid Challenge Token! Traceback (25299): Module: Kernel::Output::HTML::Layout::ChallengeTokenCheck (v1.381.2.13) Line: 1117 Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 417 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.90) Line: 204 Module: ModPerl::RegistryCooker::run (v1.90) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Apr 17 11:32:27 2013 We have not done any changes, but function works fine on other actions (email, phone, etc) Any ideas will be appreciated. Best Regards. -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro(a)gridshield.net www.gridshield.net

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Re: [otrs] wrong link in email notification
by Alex Sinotov 17 Apr '13

17 Apr '13

Hello! If you use https, try change parameter OTRS_CONFIG_HttpType to https.

5 12

Ticket Replies and CCs
by Mailing List 17 Apr '13

17 Apr '13

Hello, We have recently upgraded our OTRS installation from version 2.4, to version 3.2. One issue that we have come across which is kind of urgent, is that when crafting a reply, it only replies to the original sender, not anyone in the CC or BCC fields. This unfortunately causes many headaches with keeping people in the loop on the progress of an issue. Has anyone experienced this? Or is there some setting to change? Thanks in advance.

2 4

Postmaster filter applied still getting wrong data
by Darshak Modi 17 Apr '13

17 Apr '13

Hello I hadconfigured post-master filter so all mails from company domain are set to sender type Agent. Still in ticket details, I see sender is listed as Customer . See the logs below Filter: 'SetSenderType' Set param 'X-OTRS-SenderType' to 'Agent' (Message-ID: <516E5485.1050901 The sender was earlier added as customer but its not setas invalid. But as per above log its applying the filter and marking Agent but still in GUI, in ticket details, in sender column I can see Customer. Thanks darshak

1 1

OTRS and JIRA Integration
by Darshak Modi 16 Apr '13

16 Apr '13

Is there any plug in available for integration with JIRA & OTRS. Or any other way to related JIRA and OTRS ? like ticket created in OTRS can be sent to JIRA, and after closing come back to JIRA?

4 3

otrs generate stats command reverse axis
by Darshak Modi 16 Apr '13

16 Apr '13

Hi, As there is not relative time specification on Y axis, like 7 days report, but of daily. Can we give some option on Command line to reverse the axis? Just as its given in GUI - Yes/No selection.

3 5

Diable edit close tickets
by Gustavo Azambuja 15 Apr '13

15 Apr '13

Hi, its possivle lock the close tickets to edit. In other words, make impossivle to any Agent add notes, etc to one close ticket? -- Gustavo Azambuja - Linux User: 275813 http://gazambuja.com Uruguay: *091 300 333* (Montevideo - Mobile)

3 2

How to not save notifications in the ticket history?
by Daniel Santos 12 Apr '13

12 Apr '13

Hi, Is there any way to set OTRS to not save all the notifications sent in the ticket? Ex:. - A new ticket is created. - A new note is added in the ticket. - A new notification is sent to the client about the note added. - The ticket get updated with the note itself AND the notification sent to the client. In my humble opinion its redundant to us to have the note and the notification about the note added to the ticket. Thanks in advance. *Daniel Santos* daniel.santos(a)etice.ce.gov.br ETICE - Empresa de Tecnologia da Informação do Ceará www.etice.ce.gov.br +55 (85) 3101.6600

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Help: HostBased Skins
by Carlos Andrés Gallego Arboleda 12 Apr '13

12 Apr '13

Hello guys, I am using OTRS 3.2.2 on Ubuntu 12.04 Server running on Apache 2. I need to configure OTRS to show one skin depending of the url visited by the client example : If the customer go to soporte.dominio.com/otrs/customer.pl shows soporte skin If the customer go to mesadeservicios.dominio.com/otrs/customer.pl shows mesadeservicios skin Both skins are created like specifications on OTRS Dev Manual. I have already modify this fields on sysconfig Loader::Customer::SelectedSkin::HostBased soporte.dominio.com soporte mesadeservicios.dominio.com mesadeservicios Two VirtualHost are created on Apache config. <VirtualHost *:80> ServerName soporte.dominio.com </VirtualHost> <VirtualHost *:80> ServerName mesadeservicios.dominio.com </VirtualHost> But does not work. Can you help me? Additional configuration on the OTRS. Thanks for your help. And excuse my english. Carlos.

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