July 2013 - otrs - OTRS mailing lists

Agent Ticket Print
by Carlos Igor Silva 03 Jul '13

03 Jul '13

Hello, Anyone know if i can print the linked children tickets information on the parent ticket? when i print a ticket and this one have linked child tickets i just can see the child's id and their subject. i want to print their status and other information, someone knows how can i do this?

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fetchmail/imap and keeping messages in the mailbox
by Ralf Hildebrandt 03 Jul '13

03 Jul '13

Currently we're fetching the messages from an IMAP mailbox using fetchmail. Is there a way of keeping the messages in the IMAP mailbox and maybe just mark them read? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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Any way to exclude system articles from being counted as unread?
by Bogdan Iosif 03 Jul '13

03 Jul '13

Hi list, Is there any configuration that would prevent unread system articles from being counted as such and thus shown in counters from toolbar? Thanks, Bogdan

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SMTP for outgoing mail
by Jean BROW 03 Jul '13

03 Jul '13

Hello, Anyone know how I can configure different SMTP servers for the different e-mail addresses that are added to OTRS? Thanks.

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How to add a new field to Agent's profile?
by Daniel Santos 02 Jul '13

02 Jul '13

Hi there. What's the correct way to add a new field (JabberUID) in the Agent's profile so we can configure our Agents to receive notifications on email and Jabber? I'm thinking on setting up a Ticket Event to make it send these Jabber notifications when a Ticket reaches its EscalationTime. Is there any way to create a new ArticleType (I.E: xmpp-notification) so I can create an Notification Event and use it to notify my Agents via Jabber instead of creating a Ticket Event? 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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Re: [otrs] Fatal Error user 'otrs' '@' '10.3.0.56' acess denied (using password: yes) windows installer
by Mark Dissington 02 Jul '13

02 Jul '13

>>> On 27/06/2013 at 22:10, Ryan Jones <rjones(a)aereo.com> wrote: > the 'otrs' '@' '10.3.0.56' user wasn't created. I created it manually and > set the pw and still no luck > If your Application and MySQL servers are on different boxes check to ensure the MySQL server is listening on the correct IP address AND that you have the firewall open for the MYSQL port (TCP 3306) at least allowed for the application server. M. Netmania IT Limited Registered in England No: 4039293 Registered Office: The Stables, Elmhurst Business Park, Elmhurst, Lichfield, Staffordshire, UK, WS13 8EX VAT Reg No: 765 6677 74 This electronic message contains information from Netmania IT Ltd which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the Netmania IT Ltd's email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. -- Scanned by iCritical.

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Customer/Group Mapping
by Roman Gelfand 02 Jul '13

02 Jul '13

While agent/group mapping has a full array of fine-grained of permissions, the customer/group access permission only shows RO or RW. Is there a way to add permissions like change owner, move to queue, etc..? If this is not a proper use in case of customer/group, please, let me know. Thanks in advance

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Is basic ACL debugging possible?
by Bogdan Iosif 02 Jul '13

02 Jul '13

Hi list, Can I configure OTRS to: 1. Write in a log file when Config.pm is reloaded? (Is there any other deterministic way to tell that the file was reloaded?) 2. Write in a log file when ACL parsing fails? -=- The reason I'm asking is due to troubles with my ACLs. I can't determine by myself why they don't work as expected because I haven't found ANY way to see a message from OTRS when ACL parsing fails. I checked the log file (\var\log\otrs.log) and Apache's log files (\logs\error.log). I feel like I'm missing something super obvious. It can't be that ACLs either magically work or they magically don't. Thanks, Bogdan

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Re: [otrs] Help on upgrade to OTRS 3.2.8
by Wielbert Collinson 02 Jul '13

02 Jul '13

Hi, I have tried the solution from Bogdan Iosif on the forum to run (C:\Program Files (x86)\OTRS\OTRS\scripts>mysql -uroot otrs < "C:\Program Files (x86)\OTRS\OTRS\scripts\DBUpdate-to-3.2.mysql.sql") and I have received another error message. Please note that if I run C:\Program Files (x86)\OTRS\OTRS\scripts> it doesn't open the sql window. Example if I run C:\Program Files (x86)\OTRS\OTRS\scripts>mysql -uroot otrs. It prompts with a n error message that it cannot find the MYSQL file. However, if I run C:\Program Files (x86)\OTRS\mysql\bin>mysql -uroot otrs it opens the MYSQL Window. I have tried the command and below is the error message. C:\Program Files (x86)\OTRS\mysql\bin>mysql -uroot otrs < "C:\Program Files (x86)\OTRS\OTRS\scripts\DBUpdate-to-3.2.mysql.sql".ERROR 1091 (42000) at line 7: Can't DROP 'group_read'; check that column/key exists I have ran the perl update and it gave me the following error message C:\Program Files (x86)\OTRS\mysql\bin>perl DBUpdate-to-3.2.pl Can't open perl script "DBUpdate-to-3.2.pl": No such file or directory Please note that both the command have been executed using C:\Program Files (x86)\OTRS\mysql\bin> and not C:\Program Files (x86)\OTRS\OTRS\scripts> Regards,

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Re: [otrs] otrs print linked tickets
by Carlos Igor Silva 01 Jul '13

01 Jul '13

Hi, there is something i am trying to do on otrs but a just can"t. i want to print all linked ticket like just one!, someone can help me? so if a print a parent ticket i can se the children and their states, so like this i will see where my ticket stopped! > From: otrs-request(a)otrs.org > Subject: otrs Digest, Vol 58, Issue 1 > To: otrs(a)otrs.org > Date: Mon, 1 Jul 2013 15:52:07 +0000 > > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: How to add a new field to Agent's profile? (Daniel Santos) > 2. Help on upgrade to OTRS 3.2.8 (Wielbert Collinson) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 01 Jul 2013 11:11:55 -0300 > From: Daniel Santos <daniel.santos(a)etice.ce.gov.br> > Subject: Re: [otrs] How to add a new field to Agent's profile? > To: otrs(a)otrs.org > Message-ID: <51D18E2B.4040300(a)etice.ce.gov.br> > Content-Type: text/plain; charset="iso-8859-1"; Format="flowed" > > Hi Gerald, > > I successfully created the field (XMPPJID) on our agent preferences > screen based on your link. But now I'm stuck trying to retrieve this > value in a Ticket Event module. I've already tried $Param{XMPPJID}, > $Param{Data}->{XMPPJID}, but it doesn't work. > > Daniel Santos > daniel.santos(a)etice.ce.gov.br > ETICE - Empresa de Tecnologia da Informa??o do Cear? > www.etice.ce.gov.br > +55 85 3101.6600 > > On 06/26/13 11:26, Gerald Young wrote: > > http://forums.otterhub.org/viewtopic.php?f=60&t=19936 > > > > > > On Wed, Jun 26, 2013 at 10:13 AM, Daniel Santos > > <daniel.santos(a)etice.ce.gov.br <mailto:daniel.santos@etice.ce.gov.br>> > > wrote: > > > > Hi there. > > > > What's the correct way to add a new field (JabberUID) in the > > Agent's profile so we can configure our Agents to receive > > notifications on email and Jabber? > > > > I'm thinking on setting up a Ticket Event to make it send these > > Jabber notifications when a Ticket reaches its EscalationTime. > > > > Is there any way to create a new ArticleType (I.E: > > xmpp-notification) so I can create an Notification Event and use > > it to notify my Agents via Jabber instead of creating a Ticket Event? > > > > Thanks in advance! > > > > -- > > Daniel Santos > > daniel.santos(a)etice.ce.gov.br <mailto:daniel.santos@etice.ce.gov.br> > > ETICE - Empresa de Tecnologia da Informa??o do Cear? > > www.etice.ce.gov.br <http://www.etice.ce.gov.br> > > +55 85 3101.6600 > > > > --------------------------------------------------------------------- > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > > > > > > > --------------------------------------------------------------------- > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > >

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