July 2013 - otrs - OTRS mailing lists

Service Asignment
by Olivier BATARD 17 Jul '13

17 Jul '13

Hello, I've just setup a fresh 3.2.9 version of ptrs help desk. Just one question : I can't associate a service to a type like in the video : http://www.otrs.com/en/software/otrs-help-desk/features/otrs-feature-add-on… We just don't have the option Type <-> Service in the admin part. How can we activate this option ? Thanks by advance, Olivier.

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Install Otrs on Archlinux ?
by Olivier BATARD 16 Jul '13

16 Jul '13

Hello, I'm trying to install ptrs 3.2.9 on archlinux (last version) and with nginx and foci perl (yeah, I'm a bit crazy). Everything is fine but I can't launch the fcgi wraper like it's described here : http://supportex.net/2011/11/migrating-otrs-apache-nginx/ When I launch the fcgi, I got the error : [root@Arch otrs]# ./fastcgi-wrapper.pl Can't locate syscall.ph in @INC (did you run h2ph?) (@INC contains: /usr/lib/perl5/site_perl /usr/share/perl5/site_perl /usr/lib/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib/perl5/core_perl /usr/share/perl5/core_perl .) at ./fastcgi-wrapper.pl line 9. Here's the checkModule log : [root@Arch bin]# ./otrs.CheckModules.pl o CGI..............................ok (v3.63) o Crypt::PasswdMD5.................ok (v1.3) o Crypt::SSLeay....................ok (v0.64) o CSS::Minifier....................ok (v0.01) o Date::Format.....................ok (v2.24) o Date::Pcalc......................ok (v1.2) o DBI..............................ok (v1.627) o DBD::mysql.......................Not installed! (optional - Required to connect to a MySQL database.) o DBD::ODBC........................Not installed! (optional - Required to connect to a MS-SQL database.) o DBD::Oracle......................Not installed! (optional - Required to connect to a Oracle database.) o DBD::Pg..........................ok (v2.19.3) o Digest::MD5......................ok (v2.52) o Digest::SHA::PurePerl............ok (v5.81) o Digest::SHA......................ok (v5.84) o Encode::HanExtra.................Not installed! (optional - Required to handle mails with several Chinese character sets.) o Encode::Locale...................ok (v1.03) o GD...............................ok (v2.50) o GD::Text.......................ok (v0.86) o GD::Graph......................ok (v1.47) o IO::Scalar.......................ok (v2.110) o IO::Wrap.........................ok (v2.110) o JavaScript::Minifier.............ok (v1.05) o JSON.............................ok (v2.53) o JSON::PP.......................ok (v2.27200) o JSON::XS.......................ok (v2.34) o Locale::Codes....................ok (v3.24) o LWP::UserAgent...................ok (v6.04) o Mail::Internet...................ok (v2.12) o Mail::POP3Client.................ok (v1.2) o IO::Socket::SSL................ok (v1.94) o Mail::IMAPClient.................Not installed! (optional - Required for IMAP TLS connections.) o IO::Socket::SSL................ok (v1.94) o MIME::Base64.....................ok (v3.13) o MIME::Tools......................ok (v5.503) o ModPerl::Util....................Not installed! (optional - Improves Performance on Apache webservers dramatically.) o Apache::DBI....................ok (v1.11) o Apache2::Reload................FAILED! Not all prerequisites for this module correctly installed. o Net::DNS.........................ok (v0.72) o Net::POP3........................ok (v2.29) o Net::IMAP::Simple................ok (v1.2034) o IO::Socket::SSL................ok (v1.94) o Net::SMTP........................ok (v2.31) o Authen::SASL...................ok (v2.16) o Net::SMTP::SSL.................ok (v1.01) o Net::SMTP::TLS::ButMaintained..ok (v0.20) o Net::LDAP........................ok (v0.56) o Net::SSL.........................ok (v2.85) o PDF::API2........................Not installed! (optional - Required for PDF output.) o Compress::Zlib.................ok (v2.060) o Storable.........................ok (v2.41) o SOAP::Lite.......................ok (v0.715) o version........................ok (v0.9902) o Class::Inspector...............ok (v1.28) o Text::CSV........................ok (v1.21) o Text::CSV_PP...................ok (v1.29) o Text::CSV_XS...................Not installed! (optional - Recommended for faster CSV handling.) o Time::HiRes......................ok (v1.9725) o XML::Parser......................ok (v2.41) o HTTP::Message....................ok (v6.06) o HTTP::Headers..................ok (v6.05) o URI..............................ok (v1.60) o URI::Escape....................ok (v3.31) o Scalar::Util.....................ok (v1.27) o YAML::XS.........................ok (v0.41) Anyone has an Idea ? Thanks, Olivier.

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restoring OTRS to a new server
by Andrew S. Meyer 16 Jul '13

16 Jul '13

I need some help restoring OTRS. I have an old config that I would like to put on a test server and then upgrade. I'm not sure what version of OTRS it was running. 1) how do I find this out 2) when I use the restore script, I come up with these errors: [root@helpdesk ~]# /opt/otrs/scripts/restore.pl -b /home/andrew.meyer/ -d /opt/otrs/ Restore /home/andrew.meyer//Config.tar.gz ... DBI connect('database=otrs;host=localhost;','otrs',...) failed: Access denied for user 'otrs'@'localhost' (using password: YE .pm line 256 ERROR: OTRS-Restore-10 Perl: 5.10.1 OS: linux Time: Tue Jul 16 00:35:00 2013 Message: Access denied for user 'otrs'@'localhost' (using password: YES) Traceback (14115): Module: Kernel::System::DB::new (v1.144) Line: 227 Module: /opt/otrs/scripts/restore.pl (v1.14) Line: 90 Restore /home/andrew.meyer//Application.tar.gz ... create MySQL [root@helpdesk ~]# What am I doing wrong? I've tried changing the mysql options for the user to allow ALL permissions, but it doesn't like that. Thank you, Andrew Meyer.

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GenericAgent module
by Daniel Santos 15 Jul '13

15 Jul '13

Hi, I'm setting up a Generic Agent to make some customization in my OTRS installation to send other notifications when a ticket is escalated. But when I try to use a Get from ConfigObject I'm always getting a: "Message: Can't call method "Get" on an undefined value". ConfigObject is already in the Needed objects 'qw', but still doesn't work. How can I get my module configuration parameters from Config when using a Generic Agent? Thanks. -- 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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[PATCH] OTRS Reports not accepting absolute date
by Artis Caune 13 Jul '13

13 Jul '13

Hi OTRS, There is a bug in Kernel/Modules/AgentStats.pm which does not accept absolute dates when creating or editing reports/statistics: You will see something like this in user.log: [Error][Kernel::System::Time::TimeStamp2SystemTime][Line:208]: 2013-07-00 11:23:59 Here is patch: --- Kernel/Modules/AgentStats.pm.orig 2013-03-05 20:43:50.000000000 +1300 +++ Kernel/Modules/AgentStats.pm 2013-07-11 09:27:37.522545270 +1200 @@ -953,7 +953,6 @@ "%04d-%02d-%02d %02d:%02d:%02d", $Time{ $Limit . 'Year' }, $Time{ $Limit . 'Month' }, - $Time{ $Limit . 'Week' }, $Time{ $Limit . 'Day' }, $Time{ $Limit . 'Hour' }, $Time{ $Limit . 'Minute' }, You except 6 parameters in sprintf but passing 7 :( -- Artis Caune Everything should be made as simple as possible, but not simpler.

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preserve formatting when fetching email
by Girard James 12 Jul '13

12 Jul '13

Hello, I'm a beginner with OTRS, and I would like to know if this software allows to preserve formatting when fetching email. Cause when I attempting to fetch emails via POP3 from a mailbox, all generated tickets into OTRS loose their original format. Do you know a way to keep it safe? Thanks in advance, Regards, James G.

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change dashboard add new columns
by Darshak Modi 10 Jul '13

10 Jul '13

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Move ticket withtout being owner
by Finetti, Stefano 10 Jul '13

10 Jul '13

Hello, I was wondering why it isn't possible to move a ticket into a queue if you are not the owner of the ticket. I'm the customer service manager, and I'm not the responsible for the ticket since we have a number of accounts who are responsible for their own customers. Sometimes I need to move tickets between different queues and each time i need to take ownership, move, and then reassign the ticket, thus creating at least 3 useless notes in the ticket. I've looked into System Configuration in order to find a way to change this behavior, but without luck. Is there any possibility to do what I need without having to code something custom? thanks -- *Lynx International Srl* *Stefano Finetti* *Customer Service Manager* -- 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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Empty value disappears during AJAX refresh for dynamic fields filtered with ACLs on v3.2.3
by Bogdan Iosif 10 Jul '13

10 Jul '13

Hi list, I have a problem that looks like either I'm doing something wrong with my ACLs or I ran into an untreated variation of bug#7968 that was fixed since 3.1.0.beta2 (see http://bugs.otrs.org/show_bug.cgi?id=7968) Can someone please help identify if this is a bug and, if so, if I should reopen bug#7968 or post a new bug related to bug#7968? =Configuration description= I added a dynamic field (let's assume it's named ddFilteredField) of type drop down with "Add empty value" = Yes and some key/value pairs (let's assume it has: ddffAx = x, ddffAy = y, ddffBz = z). Then I added some ACLs to achieve the following objectives: [Objective1] For all the queues not covered by [Objective2], as well as any new future queues, show only the empty value for ddFilteredField. Sample ACL: # Applies before others $Self->{TicketAcl}->{'1-ACL-SetDdFilteredField-RemoveAll'} = { Properties => { Frontend => { Action => ['AgentTicketFreeText'] }, }, # If the problem is on the next line, then how do I specify to leave just the empty value? Possible => { Ticket => { DynamicField_ddFilteredField => [] }, }, }; [Objective2] Depending on ticket's queue, show only some values for ddFilteredField. Sample ACLs: $Self->{TicketAcl}->{'2-ACL-SetDdFilteredField-SituationA'} = { Properties => { Frontend => { Action => ['AgentTicketFreeText'] }, Queue => { QueueID => [1, 2] }, }, Possible => { Ticket => { DynamicField_ddFilteredField => ['[RegExp]^ddffA.*'] }, }, }; $Self->{TicketAcl}->{'3-ACL-SetDdFilteredField-SituationB'} = { Properties => { Frontend => { Action => ['AgentTicketFreeText'] }, Queue => { QueueID => [3, 4, 5] }, }, Possible => { Ticket => { DynamicField_ddFilteredField => ['[RegExp]^ddffB.*'] }, }, }; =Problem= First I thought everything was OK. In queues for [Objective1] I saw the expected values + the empty value '-', in all the other queues I saw only the empty value '-'. Then I noticed exactly the same [potentially dangerous] problem as described in bug#7968. During any AJAX refresh on AgentTicketFreeText, the empty value for ddFilteredField disappears and the first actual value is wrongfully auto-selected, waiting to be saved when the user clicks Submit. Once an actual value is saved for ddFilteredField, when AgentTicketFreeText is opened the empty value will appear for ddFilteredField after the first load but it can't be selected even if the user tries to because during the post-selection AJAX request, the 1st real value is selected instead and the empty value disappears. The same problem doesn't occur for fields that are not filtered by ACLs. Is this a bug? Is there a workaround? See my comment for the first ACL, maybe that's where the problem is introduced. Thanks, Bogdan

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Issue with 3.2.8.
by Wielbert Collinson 10 Jul '13

10 Jul '13

Hello Team, We have installed 3.2.8 on windows 7 machine. We have not been able to work on OTRS because apache 2.2 crashes sporadically. After the upgrade from 3.2.6 to 3.2.8 we have been facing this issue. 3.2.8 is not stable and we are having problems for over a week/ We have pasted the error logs for apache in http://pastebin.com/PPn4YRME We are able to work on the windows server for about 30 minutes and it starts to crash. We have replicated this on other systems in the network and the program does not load. Each time we have to access OTRS we need to restart Apache 2.2 Servers. Is there a permanent solution to this issue? Regards,

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