June 2013 - otrs - OTRS mailing lists

SurveyModule Frontend Fatal Error
by Walter Moore 25 Jun '13

25 Jun '13

We've just upgraded to otrs-3.2.8 and we're trying, once again, to make the survey module work. When I close a ticket in a queue with a survey, the message is generated successfully and sent to the customer. When they click on it, however, they see the error page pasted below. Does this module actually work, in theory? What can I do to debug this error? Oops! An Error occurred. Error Message: Module Kernel/Modules/PublicSurveyPublicSurveyKey0023e3eab3f63914e4e937c62ff0be6[..] Please contact your administrator. You can Send a bugreport or go back to the previous page<https://apps.eckerd.edu/otrs/public.pl?Action=PublicSurvey%3bPublicSurveyKe…> . <https://apps.eckerd.edu/otrs/public.pl?Action=PublicSurvey%3bPublicSurveyKe…> Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Jun 21 10:03:49 2013 Message: Module Kernel/Modules/PublicSurveyPublicSurveyKey0023e3eab3f63914e4e937c62ff0be67.pm not found! RemoteAddress: 216.146.171.10 RequestURI: /otrs/ public.pl?Action=PublicSurvey%3bPublicSurveyKey=0023e3eab3f63914e4e937c62ff0be67Traceback (8685): Module: Kernel::System::Web::InterfacePublic::Run (OTRS 3.2.8) Line: 190 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_public_2epl::handler (unknown version) Line: 41 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!***

3 10

system fields on different views
by Neil Simpson 25 Jun '13

25 Jun '13

Hello, We would like to add otrs system fields to another view but i dont see how to do this easily. The "priority" option allows you to set the "type" and "service" for a ticket. I would like those two fields to be available on the "change Queue" view (AgentTicketMove file). There not custom dynamic fields but system fields. How does one go about adding them? thank you Neil

2 5

text area number and bulleted list not working
by KalyanaChakravarthy MP 25 Jun '13

25 Jun '13

Hi Rich Text mode how enable in otrs. Regards, Kalyana chakravarthy M .P, Sr software Engineer.

2 1

Sharepoint integration possibilities?
by Marty Hillman 25 Jun '13

25 Jun '13

Has anyone tried integrating OTRS within SharePoint? I have LDAP authentication configured for my OTRS dev environment and everything works great. We would like to be able to plug OTRS into webparts so that users have a single site on the intranet to go to. It would be nice if it passed along an authentication token through the webpart to OTRS so the user does not have to log in a second time. Thanks in advance for any pointers. Marty Hillman, IT Manager of Network Architecture [cid:image001.png@01CE70D2.F2AF2250] 5801 Clearwater Drive, Minnetonka, MN 55343 P 612.617.4333 | M 612.412.1098 | E mhillman(a)equuscs.com<mailto:mhillman@equuscs.com>

2 1

text area number and bulleted list not working
by KalyanaChakravarthy MP 24 Jun '13

24 Jun '13

Hi all Ticket Note text area number and bulleted list not working . Exmple: 1. Test 2. Test2 3. Test3 But ticket view showing - Test - Tset2 - Test3 Same way bulleted list also showing '-' anybody know how to added number and bullete list works Regards, Kalyana chakravarthy M .P,

2 1

customer auto reply stop
by KalyanaChakravarthy MP 24 Jun '13

24 Jun '13

Hi All, OTRS notification system sending customer notification and customer also replying email ticket update is fine. Customer some time set as auto reply like I am out office like some other auto reply . this type auto reply how stop anybody let know Postmaster filter option I set subject out of office filter and hear set OTRS ignore - yes it is working fine, Anybody help other way stop the auto reply mails. Thank you, Regards, Kalyana chakravarthy M .P,

2 1

Spellchecker failure
by Arnold Ligtvoet 20 Jun '13

20 Jun '13

Hi, I've recently moved an OTRS install from Windows to Linux. One of the nice to have features that we were supposed to gain in the spellchecker. The company is IExplorer only, so the inline spellchecking in Firefox and Chrome are a nogo. Installed everything and spellchecker is working fine except for characters like é and ï. Then the whole spellcheck page fails. Anybody else had this problem? Arnold.

1 0

Automatically assign owner on first response
by Mihai Oprea 20 Jun '13

20 Jun '13

Hello, I have studied and test OTRS for the past 2 month, and I found that it can do a lot of great things. But I cannot figure out how can you automatically assign an owner to the ticket to the first agent that responses to an email ticket. Let me make it clear: - Someone send an email on OTRS' address - A new ticket is created - An agent gives a response to that ticket and I want that when he does this the owner to be automatically changed to the respective agent that answered - Also if it changes the owner there should be a noted added to that ticket, as it is done when you manually change owner. So please give me an advice on how can I do that or something similar if you've already done this. Thank you and I hope I was clear enough. Have a good day! ---- Mihai Oprea mihai.oprea(a)sphs.ro<mailto:mihai.oprea@sphs.ro>

4 10

Tickets not shown in dashboard for restricted agents
by Mihai Oprea 19 Jun '13

19 Jun '13

Hello again and thank you for your support. I have another thing that I cannot figure out. In my agent/group definition some of the agents (which I call supervisors) have all the rights for a certain queue and some other agent (normal ones) that have only certain rights like: RO, MOVE_INTO, CREATE, NOTE, OWNER. Well the “sueprvisors” can view the opened or new tickets in dashboard, just as it should, BUT other agents that have the above rights can’t view anything in dashboard, they can only see their tickets in “tickets>status view”, even though the tickets are in the same queue and have the owner the respective “normal” agent. Can you provide me an idea. Have a good day! ---- Mihai Oprea mihai.oprea(a)sphs.ro<mailto:mihai.oprea@sphs.ro>

2 3

Upgrade from 3.2.2 to a new instaled 3.2.7
by Claudio M. 18 Jun '13

18 Jun '13

Hi I had a 3.2.2 installed on a Opensuse by RPM. Now i've installed on a fresh server 3.2.7 from source, I've copied the DB with a new name and copied the Defaults.pm to the new installation. I've launched bin/otrs.RebuildConfig.pl and checked the permissions but whhen i reply to a ticket otrs reply me with Need ArticleType or ArticleTypeID! Backend ERROR: OTRS-CGI-01 Perl: 5.16.2 OS: linux Time: Wed Jun 12 14:35:11 2013 Message: Need ArticleType or ArticleTypeID! RemoteAddress: 192.168.1.2 RequestURI: /otrs/index.pl Traceback (3533): Module: Kernel::System::Ticket::Article::ArticleSend (OTRS 3.2.7) Line: 2022 Module: Kernel::Modules::AgentTicketCompose::Run (OTRS 3.2.7) Line: 763 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.2.7) Line: 863 Module: ModPerl::ROOT::ModPerl::Registry::shared_opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 41 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Where did I go wrong? Best regards

1 1