June 2013 - otrs - OTRS mailing lists

Fatal Error user 'otrs' '@' '10.3.0.56' acess denied (using password: yes) windows installer
by Ryan Jones 27 Jun '13

27 Jun '13

Hey folks, I just ran the windows installer for otrs it was able to connect to my db server just fine and created the table and the user and give me all green after that step of the installation is complete. however on the next page it throws the error in my subject line.. any guidance on this ? Please don't suggest *nix because it's not an option for this installation.. thanks -- Ryan Jones Net Ops rjones(a)aereo.com Mobile: 1-347-948-9238 Office: *1-646-843-0365*

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Not working tables and colors ticket view
by KalyanaChakravarthy MP 27 Jun '13

27 Jun '13

Hi Ticket note option text editor show all table option and color. But after submit ticket overview not showing any table and color all plain text display. Anyone know how to enable table and color ticket views. Example: Name User name Password Result view showing like below, Name Username password Thank you Regards, Kalyana chakravarthy M .P, Sr software Engineer.

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customer info shows as none in ticket view
by Darshak Modi 27 Jun '13

27 Jun '13

Hi, I am trying to enable customer information in ticket zoom view, but it shows as none. Where should I check ? Thanks Darshak

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text area number and bulleted list not working
by KalyanaChakravarthy MP 26 Jun '13

26 Jun '13

HI setting is in Framework -> Core::Web -> Frontend::RichText ,active but still number and bulleted list not working it showing like - - test -tes2 Regards, Kalyana chakravarthy M .P, Sr software Engineer.

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Add grid columns to CustomerTicketOverview, AgentTicketZoom, etc.
by Bogdan Iosif 26 Jun '13

26 Jun '13

Hi, I run OTRS 3.1.10 and would like to add a column to CustomerTicketOverview. I looked at SysConfig but wasn't able to find any support to customize anything in CustomerTicketOverview. Web search yielded the following relevant hits: * http://lists.otrs.org/pipermail/otrs/2012-August/038407.html # customizing grid from CustomerTicketOverview * http://forums.otterhub.org/viewtopic.php?f=60&t=5156 # customizing grids from agent dashboard and AgentTicketZoom Both solutions involve modifications to .DTL and, possibly, .PM files. Thus, they need to be maintained across OTRS version upgrades and require dev-level involvement. QUESTION 1: Is there an easier way to customize those grids? QUESTION 2: Did anything change in v3.2 to ease these customizations? (A post from@Mike_B on the forum thread gave me some hope in this direction) Thanks, /bogdan

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Connecting with Android (MegaTicket) generates "Need User, Object and Method!" error
by Walter Moore 26 Jun '13

26 Jun '13

I'm sure I'm treading a well-worn path here, but I've just upgraded to otrs-3.2.8 and I am trying to connect with an android device. I'm getting the -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs/bin/cgi-bin/json.pl error shown below. Where can I start to track this problem down? [Fri Jun 21 09:52:48 2013] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs/bin/cgi-bin/json.pl line 121. ERROR: OTRS-iPhoneHandle-10 Perl: 5.8.8 OS: linux Time: Fri Jun 21 09:52:48 2013 Message: Need User, Object and Method! RemoteAddress: 216.146.190.180 RequestURI: /otrs/json.pl Traceback (8686): Module: Core::Dispatch (unknown version) Line: 133 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_json_2epl::handler (unknown version) Line: 61 Module: (eval) (v1.25) Line: 204 Module: ModPerl::RegistryCooker::run (v1.25) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.25) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 -- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr(a)eckerd.edu -- http://home.eckerd.edu/~moorewr "It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355) I'm on twitter: http://twitter.com/moorewreckerd ***Reminder! ITS will never ask you to e-mail your password!***

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Ticket::Frontend::Overview::PreviewArticleTypeExpanded
by Bogdan Iosif 26 Jun '13

26 Jun '13

Hi list, Does anyone know where I can see the effect of this configuration? Configuration: Ticket::Frontend::Overview::PreviewArticleTypeExpanded Help text: Defines wich article type should be expanded when entering the overview. If nothing defined, latest article will be expanded. Thanks, Bogdan

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Free additional module: ConfigureCallHome for OTRS 3.1 and 3.2
by Anna Brakoniecka 26 Jun '13

26 Jun '13

Hello, you can download our free additional OTRS module ConfigureCallHome for OTRS 3.1 and 3.2 http://www.cape-it.de/free-otrs-community-additional-modules.html or at OPAR http://opar.perl-services.de It disables the unrequested automatic communication of installed packages and other system details to OTRS AG (can be enabled by configuration) and it sends notification to an email-adress you fill. If you don't fill anything, then there will be no notification sent to anyone. You have the freedom of choice whether if and to which URL a package verification and report is sent. Unwanted installation reports won't be sent anymore. Discussion about the verify policy of OTRS AG can be found online at: http://forums.otterhub.org/viewtopic.php?f=53&t=20657&p=83137#p83137 Kind regards, Anna Brakoniecka * * * * * * * * * * * * ** KIX4OTRS 5.0 für OTRS 3.2 - Upgrade now! ** * * * * * * * * * * * * 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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Problems with the JS-Cache after Upgrading OTRS from 3.1 to 3.2
by Jan Schmidt 26 Jun '13

26 Jun '13

Hi everybody, I have updated our OTRS-Instance from Version 3.1.12 to 3.2.8. During the process everything worked well and no error message occured. (For example at the DB-Update). But now, when I try to login, there is a page without any CSS telling me: "Browser Warning The browser you are using is too old. OTRS runs with a huge lists of browsers, please upgrade to one of these. Please see the documentation or ask your admin for further information." When I have a look at the Apache Error-Log it says: [Tue Jun 25 20:30:04 2013] [error] [client 77.3.207.5] File does not exist: /var/www/otrs/otrs_system/var/httpd/htdocs/js/js-cache/ModuleJS_a6a93f7607ba5a1a6b5d9d94dc262109.js, referer: http://otrs.rockyourlife.de/otrs/index.pl It looks like the javascript cache somehow is not working. The Webserver-user has the rights to create files in this directory. Has anyone experienced the same problems? Does anyone has an idea to solve this problem? It's a Debian system with Apache as webserver. And i followd exactly the UPGRADING file. Another freshly installed otrs 3.2.8-Instance is running well, so i guess it's no lock of Perl-Module or similiar. Thanks in advance, Regards Jan

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fully-qualified hostname issue
by Jason Marshall 25 Jun '13

25 Jun '13

Hi All I am running OTRS version 3.2.2 on Ubuntu 12.04 Server. I have an issue with mails going out to some client. I suspect their mailers are doing a DNS lookup or verifying for a valid or FSDN from/return address. When I mail the clients from my own mail client (outlook or thunderbird) it works fine. When I respond to the client from OTRS the mails are rejected by the remote mailer. See error below: ---------------------------------------------------------------------------- -------------------------------- <ettiene.vanderwatt(a)axis.com <mailto:ettiene.vanderwatt@axis.com> >: host anubis.se.axis.com[195.60.68.12] said: 504 5.5.2 <Ubuntu-OTRS>: Helo command rejected: need fully-qualified hostname (in reply to RCPT TO command) ---------------------------------------------------------------------------- ------------------------------ I tried changing the actual Ubuntu host name to a FQDN but it still does not work. I tried looked in the admin - framework settings for any way of sending mails out with ha FSQN but I cannot find any settings there. Our mailer has a valid MX record, so I am not sure where to start looking. If any person can direct me in the right direction I would highly appreciate it. Kind Regards Jason

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