January 2014 - otrs - OTRS mailing lists

New tickets created when generic agent runs - how to turn off
by Leah Kelly 10 Jan '14

10 Jan '14

Alright, scratch everything else. All I really would love to know (for now) is how to disable the AddNote email notification that goes out to agents. As well as any tips to improve speed. Thank you so, Leah

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UTF-8 problem, but only in Preview (L) mode
by Mike Morris 09 Jan '14

09 Jan '14

I've recently (first of the year) upgraded from 2.4 to 3.3.3 (taking all intermediate steps, etc... including DB conversion to UTF-8) I'm running on Ubuntu 13.10 and Postgresql 9.1.11. I've spent most of the day googling and testing; I'm aware that these UTF problems are brought about by Perl, specifically the Encode module, not necessarily OTRS itself. But none of my research has found a problem with these exact symptoms, and I'm not sure how to proceed. SYMPTOM is "Internal Server Error" message from apache. LOGGED ERROR from apache (2.4.x) is: * Wed Jan 08 18:31:46.889492 2014] [:error] [pid 5613] Malformed UTF-8 character (fatal) at /opt/otrs//Kernel/Output/HTML/OutputFilterTextURL.pm line 42. STEPS TO REPRODUCE: This occurs ONLY if the list is viewed in "L" mode (URL parameter "View=Preview"). I can play with the "StartHit=" URL parameter to identify the offending message. The message displays just fine when Zoomed, and I see no odd characters; however, there are PDFattachments. So, while all the errors and tracing I can do point back to Perl and Kernel/Output/HTML modules, etc... I can't see why the "L" display gets a fatal error and the Ticket Zoom display, even when displaying all articles, does not. Seems like there has to be a clue in there, but it eludes me... The UTF-8 issues are widespread, so feel free to point me at a useful resource if this is a faq or something, despite my fruitless searches :-) TIA, MikeM

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Re: [otrs] New tickets created when generic agent runs - how to turn off
by Leah Kelly 09 Jan '14

09 Jan '14

So what i want is.. If a ticket comes into Marlene’s queue, it triggers an event that immediately makes the owner Marlene (from Admin OTRS). is there another way to do this? Thank you in advance! Leah

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frequently getting 500 error
by Darshak Modi 09 Jan '14

09 Jan '14

In the middle of operation , I get such errors Error 500 of Apache Below are errors in Apache. Normally runs but in middle of any operations , suddenly comes such errors Wed Jan 08 22:42:36 2014] [error] [client 10.107.1.161] Premature end of script headers: index.pl [Wed Jan 08 22:42:39 2014] [error] [client 10.107.1.161] mkdir /opt/otrs/var/tmp/CacheFileStorable/CacheInternalState/1: Permission denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Cache/FileStorable.pm line 81 [Wed Jan 08 22:42:39 2014] [error] [client 10.107.1.161] Premature end of script headers: index.pl

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New tickets created when generic agent runs - how to turn off
by Leah Kelly 09 Jan '14

09 Jan '14

Hi Alvaro, Please see my previous post on the same subject - I apologize if I am not posting correctly; I hope they are attached. I did it using the Generic Agent, but a new ticket is created for every time it changes the ticket owner from Admin OTRS to Marlene. It is From/Subject - OTRS Notification Master - Ticket owner assigned to you by Admin OTRS. But her notifications are turned off, and so are mine. I don’t understand how to make it stop. Please help! Thank you! Leah

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New tickets created when generic agent runs - how to turn off
by Leah Kelly 08 Jan '14

08 Jan '14

Hi, I created a generic agent to change the owner from OTRS Admin to whosever queue it goes into. So I have: Ticket Filter: Queue: Marlene State: New Agent/Owner: Admin OTRS Ticket Action: Set new agent/new owner: Marlene Set new ticket lock: lock When I run this, it creates a new ticket for each ticket it assigned her the owner of: It says, "Hi Marlene, Ticket [1003240] is assigned to you by Admin OTRS. Comment:” So when I ran this generic agent, it created 20 tickets, since it affected 20 tickets of Marlene’s. All my agents want to be set up like this, so how can I do this without having new tickets created? She has her notifications turned off, so I don’t know why this is happening. First question - how do I stop it from doing this? Second question - I can’t get generic agent to run automatically - I put it on 10 minutes, 0 hours, and to run every day. It doesn’t run unless I click ‘run now’. Also (third question), can’t I just make it automatically run for every new ticket that comes in?

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escalation emails not sending
by Darshak Modi 08 Jan '14

08 Jan '14

I have setup in GenericAgent.pm , cron is also running , I can see logs also. Jan 9 01:36:01 localhost OTRS-otrs.GenericAgent.pl-10[25002]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Use module (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket (2014010910000044/267). Jan 9 01:36:01 localhost OTRS-otrs.GenericAgent.pl-10[25002]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Use module (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket (2014010910000053/268). Jan 9 01:36:01 localhost OTRS-otrs.GenericAgent.pl-10[25002]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Use module (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket (2014010910000062/269). Jan 9 01:36:01 localhost OTRS-otrs.GenericAgent.pl-10[25002]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Use module (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket (2014010910000071/270). However, it does not send any notification-email to the owner/group like NewTicket notifications, No escalation emails sent like First Response/Solution time. Is it bcoz ticket state is new ?? -- -------------------------- Darshak Modi Elitecore Tech.|India Support: 081 41 344 244 Cell: 09909008245

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DISCLAIMER: Off Topic
by Jill Goldstein 08 Jan '14

08 Jan '14

Does anyone have a good mailing list that discusses Unix on a beginning to intermediate level? Jill Goldstein Customer Support http://spfsolutions.biz<http://spfsolutions.biz/> Phone: 303-731-5634

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getting error in otrs
by Darshak Modi 08 Jan '14

08 Jan '14

localhost OTRS-CGI-10[6885]: [Error][Kernel::Output::HTML::Layout::BuildSelection][Line:2198]: Need Data! Error generated when changing preference .[ currently set to no] Send new ticket notification to true Agents are not able to change preference

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sending sla details in auto-response
by Darshak Modi 08 Jan '14

08 Jan '14

hello, is it possible to include sla details in auto-response. I could not find any such field. Please guide further.

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