January 2014 - otrs - OTRS mailing lists

Filtering Services based on Dynamic Field Content
by Alvaro Cordero 29 Jan '14

29 Jan '14

Hello, I have been working on a deployment where we have two dynamic Fields Called Category and SubCategory and then the services are defined based on those two fields. I have been working on filtering the Services Available based on the selection of the above dynamic Fields, but no matter what combination of properties I do, I cannot get the ACL to work. I can filter services based on ticket type though. Has anyone achive something like that? Thanks -- ___________________________ Alvaro Cordero Retana

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Phonecall action always mentions customer
by Sander Goudswaard 28 Jan '14

28 Jan '14

All, When placing an inbound or outbound phonecall, the from/to is always displayed in OTRS as the customer. Even when I receive or make a call from/to someone else, OTRS suggests in the phonecall action that it's the customer who is involved. Setting Ticket::Frontend::AgentTicketPhoneOutbound###SenderType to 'agent' does not make a difference. Can this be resolved? Thanks, Sander

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Permission denied: /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm
by Marty Hillman 28 Jan '14

28 Jan '14

I followed the guidance at https://groups.google.com/forum/#!topic/otrs_archive/M5H2EwwX-J0 and used the SetPermissions.pl<https://groups.google.com/forum/#!topic/otrs_archive/M5H2EwwX-J0%20and%20us…> against the /opt/otrs/ directory and was able to start the service from /etc/init.d once. It then came up a few minutes later and alerted me that the service might not be running. I tried to stop it from the command line and it said it was already stopped. I tried to start it again manually from the command line, but got the same permissions error as in the subject line. I will keep googling for an answer, but does anyone have any quick thoughts? Marty Hillman - IT Manager of Network Infrastructure [cid:image001.png@01CF1C0E.5F0E3440] 5801 Clearwater Drive, Minnetonka, MN 55343 P 612.617.4333 | E mhillman(a)equuscs.com<mailto:mhillman@equuscs.com>

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module Code::TidyAll v0.17 is required and not installed!
by Marty Hillman 28 Jan '14

28 Jan '14

I am upgrading to OTRS 3.3.3 from 3.2.10, and got the entire install including ITSM working on the first attempt. However, there is one plugin that I am not able to install. Every time I try to install OTRSCodePolicy, I get the error "Sorry, can't install package, because module Code::TidyAll v0.17 is required and not installed!" I did try doing cpan Code::TidyAll, but that fails because of missing Digest::SHA1,Moo,Guard. I have not been able to find anything in the documentation on this yet. Anyone else run into this problem or have any ideas? Marty Hillman - IT Manager of Network Infrastructure [cid:image001.png@01CF12C8.175A0B50] 5801 Clearwater Drive, Minnetonka, MN 55343 P 612.617.4333 | E mhillman(a)equuscs.com<mailto:mhillman@equuscs.com>

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All active pull requests for OTRS need to be recreated
by Martin Gruner 27 Jan '14

27 Jan '14

Dear all, today we experienced a technical problem with the git repository on https://github.com/OTRS/otrs which forced us to re-create this repository on github and push the data to it again. The very unfortunate side effect of this is that all pull requests are lost (there were around 18 open PRs). If you sent one of these that was not already merged and is now lost, or you previously created a fork of OTRS on github, you should take the following steps: - Please re-fork OTRS in github to correctly establish the repository link again. - Push all your own branches to your fork from your local clone. No data will be lost! - Re-create the PRs that are still relevant. Please accept my sincere apologies for the overhead this may cause you. Best regards, mg -- Martin Gruner Senior Developer R&D OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Einfache Planung, bessere Übersicht - Mit OTRS 3.3 einfach besseres Service Management - Jetzt downloaden und testen

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Re: [otrs] otrs Digest, Vol 64, Issue 29
by Mike Morris 27 Jan '14

27 Jan '14

> Date: Sat, 25 Jan 2014 13:41:39 -0500 > From: "Sol-G Saint" <sol(a)cshotline.com> > Subject: [otrs] module Code::TidyAll v0.17 is required and not > installed! > To: <otrs(a)otrs.org> > Message-ID: <003501cf19fd$1722ca50$45685ef0$@com> > Content-Type: text/plain; charset="us-ascii" > > I am having this same problem. > > Has anyone figured out how to solve this? Installing the missing [perl] module is the obvious fix; how to do this is very much dependent on your operating system... But you could go to cpan.org, find the module and puruse their installation docs. Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Random Quote: I have never been so well pleased, as when I could shift power from my own, on[to] the sholders of others; nor have I ever been able to conceive how any rational being could propose happiness to himself from the exercise of power over others. - Thomas Jefferson, January 26, 1811, letter to Monsieur Destutt de Tracy ------------------------------------

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module Code::TidyAll v0.17 is required and not installed!
by Sol-G Saint 25 Jan '14

25 Jan '14

I am having this same problem. Has anyone figured out how to solve this? Thank you kindly, Sol-G 1-877-217-9944 www.CSHotline.com sol(a)cshotline.com cshotline-small.fw_5

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ticket escalation queries
by Darshak Modi 24 Jan '14

24 Jan '14

If ticket is escalated and moved to another queue, will it reset its solution time/escalation time to new queue ? Because we have L1/L2/L3 escalation and we run agent based on crossing solution time.

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Owner not notified on ticket merge
by Sander Goudswaard 22 Jan '14

22 Jan '14

Running OTRS 3.3.2. When a new ticket is merged into an existing ticket, the ticket owner is not notified: - the status does not change - there is no 'star' in front of the new ticket action - no e-mail is sent How to reproduce: - have an existing ticket in a pending status, with a different agent who is the owner - have a new ticket without owner - open the new ticket and merge it with the existing ticket - you are taken to the existing ticket and see the merge action - the agent who owns the existing ticket does not see that it was updated, only when he opens it, he may discover the new ticket action Because of this, an important update was not seen in time by the ticket owner. How can this be changed?

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Re: [otrs] iCalendar and OTRS
by Leah Kelly 17 Jan '14

17 Jan '14

I am sorry, I don’t know what this answer means. Are there directions anywhere on HOW to set up dynamic fields for the calendar? And will agents be able to see each others calendars? Does OTRS have this functionality? Thank you, Leah

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