August 2013 - otrs - OTRS mailing lists

Can't create a new Change - "Script failed to send data"
by jose.salviati＠accenture.com 15 Aug '13

15 Aug '13

Everything has been running fine (Windows 7, I had to shut off JSON to get some issues resolved, other than that - its stock 3.2.9 with ITSM). No changes but now when we go to create a new change the system stalls on "Waiting for localhost" and returns "Script failed to send data". Error message varies depending on the browser - this is the most detailed message I get from Chrome. The Change is still created, but without any information - no title, no details, etc. This happens 100% of the time as I try to create a change. Any information or thoughts you can provide are very appreciated! ________________________________ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the e-mail by you is prohibited. Where allowed by local law, electronic communications with Accenture and its affiliates, including e-mail and instant messaging (including content), may be scanned by our systems for the purposes of information security and assessment of internal compliance with Accenture policy. ______________________________________________________________________________________ www.accenture.com

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Ticket-Classifier?
by Ralf Hildebrandt 15 Aug '13

15 Aug '13

I have a queue for medical enquiries, which should be pre-sorted into subqueues. Currently I'm doing this using a postmaster-filter using "(keyword1|keyword2|keyword3)" etc. This works reasonably well, but what I thought is this: * assign keywords to every queue * check new mails for keywords, giving each queue a score corresponding to the number of keywords matched * assing ticket to the queue with the largest number of matches Does such a "classifier" module already exist? -- 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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Problem with refresh of overview page
by Michel Kamphuis 12 Aug '13

12 Aug '13

Hi, We are running OTRS 3.2.8 on a virtualized (Hyper-V) Centos 6.2 server. We provided the vm with 4GB Ram. Ticket load is now ~50 open tickets. We have a strange problem that if we close a ticket and we return to the overview page, the ticket is still there. If we hit F5 a couple of times it will disappear. The performance of OTRS is good, we do not have any other 'lag' problems. Can we do anything about this? Thanks, Michel

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Changes - can't update Change State
by jose.salviati＠accenture.com 12 Aug '13

12 Aug '13

I created a Change template with a condition that says if Workorder Title = "Standard Change" is added then set Change State to "Approved". I then used that template to create a new Change and added a Workorder with the title "Standard Change" expecting my Change to move to Accepted, but nothing happened. What am I doing wrong? Thank you! Jose ________________________________ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the e-mail by you is prohibited. Where allowed by local law, electronic communications with Accenture and its affiliates, including e-mail and instant messaging (including content), may be scanned by our systems for the purposes of information security and assessment of internal compliance with Accenture policy. ______________________________________________________________________________________ www.accenture.com

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Installer for Ubuntu Server
by Wielbert Collinson 12 Aug '13

12 Aug '13

Hi, After lots of request from the forums and suggestions by the developers we have finally moved to Linux. Could you please help on providing me the link to the latest installer of OTRS. Flavour : Ubuntu 12.04.02 64 BIT. Additionally, a simple guide which has steps to install it.. P.S. We are new to linux !!! Many Thanks in advance Regards,

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Upgrade path from 3.0 to 3.2 - questions
by Paul Simons 12 Aug '13

12 Aug '13

I am running version 3.0.1 (CentOS and PostgreSQL 8.1) and I want to upgrade to the latest version 3.2.9. In fact I am building a completely new system and decommissioning the old hardware. Do I have to follow the upgrade path 3.0 > 3.1 > 3.2 or is there an easier way? I only want to keep the ticket history. If I do have to follow the upgrade path has anyone documented how to do it and is willing to share :-) ? Regards ___________________________________________ Paul Simons ________________________________ Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances is prohibited.

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Consistent AJAX communication errors are ruining my experience
by jose.salviati＠accenture.com 10 Aug '13

10 Aug '13

I love the potential of OTRS and want desperately to implement it at my current project but after installing it on no less than four different machines, over five different days, installing it using MySQL and Oracle, using the Windows, Suse Linux and Ubuntu versions and consistently getting "Error during AJAX communication" errors - I am ready to give up! I need some assistance! Now, to be fair, we never got far with the Oracle installation - even though I installed the DBD:Oracle Perl component the web installer never saw our Oracle database. The Linux attempts failed for reasons I can't recall now. I want this to work in Windows and it is there that I get the AJAX error! When I run CheckDB.pl I can see the dbase so I know its fine. I can create tickets but when I click an option that has to populate other fields (Like queue that populates Owner) they error pops up. It allows me to enter a few tickets without error, but the error always pops up after two or three tickets have been created! Any guidance is very, VERY appreciated! Thank you. Jose Jose Salviati [cid:image001.jpg@01CE94D9.6B897E30] <sip:Jose.Salviati@Accenture.com> Technology Consulting | Workplace Technology & Collaboration Direct Dial: (310) 726-2835 Mobile: (949) 829-1028 Email: Jose.Salviati(a)Accenture.com<mailto:Jose.Salviati@Accenture.com> ________________________________ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the e-mail by you is prohibited. Where allowed by local law, electronic communications with Accenture and its affiliates, including e-mail and instant messaging (including content), may be scanned by our systems for the purposes of information security and assessment of internal compliance with Accenture policy. ______________________________________________________________________________________ www.accenture.com

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OTRS "Services" list
by Cavett Otis 07 Aug '13

07 Aug '13

I am just starting to get my OTRS system in place and would like to see lists of "Services" others have in their systems. We provide service and support for PC based digital X-Ray (CR) equipment. Thanks, Cavett Otis Silver Lining X-Ray Inc Corinth MS 38834 m 662-322-5083 o 877-287-6066

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Lock agent access to archived tickets
by Dion van Adrichem 07 Aug '13

07 Aug '13

Hi all, I have a system quite a lot of archived tickets by now. Currently it is possible access these tickets via the search-attribute or by typing in the ticketnr in the addressbar. Is it possible via ACL to block access to these tickets altogether? Or if that is not possible, at least block the archive search-attribute? Thanks in advance. Dion

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Adding a customer notification email
by Antonis Proimadis 07 Aug '13

07 Aug '13

Hi there can you let me know if the below is possible. Can when i add a customer email address to the system, that customer email to receive automatically a welcome message with login information? thanks and best regards

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