October 2014 - otrs - OTRS mailing lists

OTRS Ideascale license expired
by Sander Goudswaard 20 Oct '14

20 Oct '14

All, I was trying to add my vote to Gerald's idea on changing note types from external to internal, but receive a message that the OTRS license has expired and all activities have been suspended. https://otrsteam.ideascale.com/a/dtd/Allow-changing-article-type-after-crea… Is anyone aware of an alternative, or on the future plans of OTRS with Ideascale? Regards, Sander

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Notification to customer on move event
by Lars Jørgensen 17 Oct '14

17 Oct '14

Hi, This should be really simple, but I can't figure out what I'm doing wrong. I want to send a notification to the customer when her ticket is moved to a specific queue. 1. I have created a new event in "Admin -> Notifications (Event)". 2. In "Events" I have selected "TicketQueueUpdate". 3. In "Ticket Filter" I have selected the queue, that the ticket will be moved into. 4. In "Recipient" I have selected "Customer". 5. Finally, in "Notification" I have just entered "test" in both subject and text. When I move the ticket into the queue selected in (3) above, nothing happens. Do I need to enable something? We're on OTRS 3.3.7 -- Lars

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Reaction Times per SLA and Priority
by Jakob M 17 Oct '14

17 Oct '14

Hello, I am currently evaluating the OTRS Help Desk functionality. During the evaluation I found that it is not possible to set Reactiontimes per SLA and Prio. E.g.: SLA Standard with Prio low: Reaction Time 4 hours between 9AM-5PM SLA Standard with Prio high: ReactionTme 1 hour between 9AM-5PM SLA Standard with Prio Emergency: Reaction Time 1 hour 24/7 Do you guys know any way to realise that? Using one combined SLA like STANDARD_LOW seems to be for me no real workaround, because it will be confusing our users while opening incidents. Hope someone can provide me here some info how this goal could be reached. Thanks in advanced! Jakob

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Sending email from OTRS with elevated priority
by Jefferson Davis 16 Oct '14

16 Oct '14

I'm looking for a way to send the notices, etc on agent responses to users, with a HIGH email priority. I'm not referring to the TICKET priority. We have users that never respond and after checking, I am finding that they are just deleting them. We also send out confirmation responses to new tickets. Those can be normal priority, but any follow up questions/responses from agents would ideally be high priority. Did not see anything in the admin gui to configure this, though I'm happy as a clam tweaking the system from the CLI or editing code. Thanks, -Jeff -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 ext 120 (office) http://district.standard.k12.ca.us District Users: Click here to report technology issues

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Auto response templates
by Leah Kelly 15 Oct '14

15 Oct '14

Hi - when I change an auto-response to ‘invalid’, why doesn’t it stop sending the auto-response? I have disassociated it from the agent’s queue, and it still will send out. What am I not understanding? How do I turn these off exactly? We use these when our agents are out-of-office, and it’s fine, but when the agent comes back, I can never get the auto-responder to stop. Thank you, Leah

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Authentication failed for customers - Windows 2012 R2 AD LDAP
by Raul Libório 10 Oct '14

10 Oct '14

Hello I have an Active Directory installed on Windows Server 2012 R2. The OTRS can view all users, however, when I try to authenticate, displays error like username or password is incorrect. Does anyone have any tips on how to solve? Thanks Raul Libório http://rauhmaru.blogspot.com/ openSUSE Member | Linux User #4444581

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how to limit the number of ticket for a customer
by Marco Borsani 10 Oct '14

10 Oct '14

Hi all I'd like to set a maximum number of ticket that a customer can open. Different customers with different limits Is it possible? regards Marco Borsani Technical Delivery Manager Datacenter Division L.S. Advanced Software Srl Via San Vincenzo, 2 16121 Genova Italy Phone +39 010 5701262 Mobile +39 392 9744324 Fax +39 010 591883 Email marco.borsani(a)lsweb.it<mailto:marco.borsani@lsweb.it> Web www.lsweb.it<http://www.lsweb.it/> ; www.hakatech.it<http://www.hakatech.it>

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Auto send Statistics by mail weekly
by Marcel Sánchez Toledano 09 Oct '14

09 Oct '14

Hi, I was wondering if in OTRS there is the possibility to send statistics (an export in .CSV format) automatically by mail once a week, for example. Right now, we make a manually extraction every week but we want to automate this process. Thanks! *Marcel Sánchez Toledano*

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Moving OTRS to new server, very slow
by Michael Diederich 09 Oct '14

09 Oct '14

Hi, I'm moving my old OTRS installation to a fresh server. In a later step, I want to upgrade to a newer version. New VM: Fresh Debian stable 64bit, dedicated mysql-server 5.6, OTRS 2.4.12 Old VM: Old Debian stable 32bit, small localhost mysql, OTRS 2.4.12 The old server is quite fast, the new is very slow: Response::Agent: 64s taken (URL:Action=AgentTicketQueue&QueueID=2&View=:mdiederich) Response::Agent: 63s taken (URL:Action=AdminLog:mdiederich) Response::Agent: 64s taken (URL:Action=AgentTicketQueue&QueueID=2&View=:mdiederich) Response::Agent: 64s taken (URL:Action=AdminLog:mdiederich) Response::Agent: 64s taken (URL:Action=AgentTicketQueue&QueueID=2&View=:mdiederich) Response::Agent: 63s taken (URL:Action=AdminLog:mdiederich) Response::Agent: 64s taken (URL:Action=AgentTicketQueue&QueueID=2&View=:mdiederich) Response::Agent: 64s taken (URL:Action=AdminLog:mdiederich) Response::Agent: 64s taken (URL:Action=AdminSysConfig&Subaction=Edit&SysConfigSubGroup=Core&SysConfigGroup=Framework&:mdiederich) Response::Agent: 63s taken (URL:Action=AdminLog:mdiederich) Response::Agent: 66s taken (URL:Action=AdminSysConfig&Subaction=Update:mdiederich) Response::Agent: 64s taken (URL:Action=AdminSysConfig&Subaction=Edit&SysConfigSubGroup=Core::PerformanceLog&SysConfigGroup=Framework&:mdiederich) # apache2ctl -M Loaded Modules: core_module (static) .... perl_module (shared) I use the apache2-httpd-new.include.conf and modified the otrs-2.4.12/scripts/apache2-perl-startup.pl: use DBD::mysql (); use Kernel::System::DB::mysql; I checked the DNS records, I checked the AdminLog and now I have no other ideas. CheckMXRecord is disabled Thanks for any help. -- Viele Grüße, Michael Diederich

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No plain article (article id 66) in database!
by Scott R. Morgan 06 Oct '14

06 Oct '14

What is causing this error: OTRS-CGI-10 No plain article (article id 66) in database! - - - - - - - - - - Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group

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