November 2014 - otrs - OTRS mailing lists

OTRS DS mobile app iOS 8.1
by Scott R. Morgan 24 Nov '14

24 Nov '14

I just switched from Android/Cyanogen mod running OTRS DS mobile to iOS 8.1 running same company's iOS version of the app. So far the only issue encountered is the cursor is invisible when tying typing text on the app. Where can the cursor color for a mobile device/app be changed on the OTRS Admin dashboard? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group http://www.mamafus.com<http://www.mamafus.com/> Sent from my iPhone

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Upgrading from 3.1.21 to 3.3.10
by Muhammad El-Sergani 24 Nov '14

24 Nov '14

Hello everyone, We wanted to upgrade our 3.1.21 to 3.3.10. Any intermediate upgrades required first? Thanks //M

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LoopProtectionModule - DB or FS?
by Antonio Matijašec 21 Nov '14

21 Nov '14

Hi, If I set "*Ticket::StorageModule"* to "*ArticleStorageFS*", do I need to change "*LoopProtectionModule"* from "*DB"* to "*FS*"? Thank you.

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OTRS ITSM and Standard
by Finetti, Stefano 19 Nov '14

19 Nov '14

Hello everyone. I know this may be a stupid question, but I didn't find any specific answer, so... I have now a standard OTRS without the ITSM features, my employees use it for our Customer Service. Since we also have an IT Department who (i think) would benefit from the structure of OTRS, i was wondering about installing the ITSM module on the same installation of Customer Service OTRS (in order to share customer database, and configurations). Can OTRS still be used as "normal" after ITSM module installations? Or the usage will be affected even for queues and services that are not IT related? Thanks in advance -- *Lynx International Srl* *Stefano Finetti* *Customer Service Manager* *http://www.lynx-international.com <http://www.lynx-international.com>* *Lynx International Srl is a part of AXED Group* Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina Skype: *ssfinetti* Mobile: +39 348.38.58.165 -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.

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OTRS email to root user
by Marco Borsani 19 Nov '14

19 Nov '14

Hi all, Often my root user receives this email: ---------- ERROR: OTRS-otrs.GenericAgent.pl-70 Perl: 5.10.1 OS: linux Time: Tue Nov 18 12:00:02 2014 Message: No TypeID for 1 found! Traceback (18779): Module: Kernel::System::Type::TypeLookup (OTRS 3.3.9) Line: 383 Module: Kernel::System::Ticket::TicketGet (OTRS 3.3.9) Line: 1214 Module: Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue::Run (OTRS 3.3.9) Line: 45 Module: (eval) (OTRS 3.3.9) Line: 1326 Module: Kernel::System::GenericAgent::_JobRunTicket (OTRS 3.3.9) Line: 1321 Module: Kernel::System::GenericAgent::JobRun (OTRS 3.3.9) Line: 521 Module: main::ExecuteConfigJobs (unknown version) Line: 170 Module: /opt/otrs/bin/otrs.GenericAgent.pl (unknown version) Line: 149 ---------- Any idea ? Regards Marco Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Mathias Bräunling Inviato: martedì 18 novembre 2014 12:50 A: otrs(a)otrs.org Oggetto: Re: [otrs] OTRS Appliance Errors Hi, if you are still struggling with this issue: Try either a) the OTRS appliance (from otrs.com) or b) use the Turnkey LAMP Stack instead and install OTRS there (so basically what Lars is suggesting) You might also consult the documentation here: http://otrs.github.io/doc/index.html --Mathias Hi Scott, I may have been unclear in my first message. What I meant was: If you don’t have a specific need for a turnkey solution, then do it yourself. Get a Linux server running and install OTRS on it. It’s not hard at all. The errors you are experiencing are not usual OTRS errors, hence nobody has helped you with them. Lars > Den 07/10/2014 kl. 15.49 skrev Scott R. Morgan <smorgan(a)mamafus.com<mailto:smorgan@mamafus.com>>: > > The TurnkeyLinux Amazon Appliance I am using is a Debian Wheezy install using standard aptitude packages. This VM is supposed to work out of the box but it obviously doesn’t. I am trying to stomp errors out as I see them: > In OTRS Error Log: > OTRS-CGI-10 No plain article (article id 66) in database! > and > “/etc/ssl/certs not writable!” > > Any help pointing me in the right direction to fix these would be most appreciated > > > - - - - - - - - - - > Thank you! > > Scott R. Morga n > > > From: otrs-bounces(a)otrs.org<mailto:otrs-bounces@otrs.org> [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen > Sent: Tuesday, October 07, 2014 3:21 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] OTRS Appliance Errors > > 2014-10-06 19:56 GMT+02:00 Scott R. Morgan <smorgan(a)mamafus.com<mailto:smorgan@mamafus.com>>: > I am on my second different aws OTRS appliance (previously JumpBox now TurnkeyHub OTRS) and am still having a heck of a time getting a functional system setup. > > Are you choosing the appliance for at specific reason? OTRS is not too hard to get running, at least on a system supporting RPM packages. Amazon's own AMI Linux is built on RedHat/CentOS and has the RPM system. You could be up and running just by downloading the RPM package from otrs.com and installing it. (As far as I remember, it's been a while). > > > Lars > > --------------------------------------------------------------------- > 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 -- Lars --------------------------------------------------------------------- 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 -- This message has been checked by ESVA and is believed to be clean.

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OTRS: Agent Notifications
by Marco Borsani 19 Nov '14

19 Nov '14

Hi all I am newbie in OTRS, I don't find a solution to send an email to the queue agents when one of them add a note to a ticket. I supposed "Agent Notifications" should do this, but nothing arrive. How can I do it ? Regards Marco Borsani Technical Delivery Manager Datacenter Division L.S. Advanced Software Srl [marchio-LS_piccolo] [logo_hakatech_2]

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OTRS Appliance Errors
by Scott R. Morgan 18 Nov '14

18 Nov '14

I am on my second different aws OTRS appliance (previously JumpBox now TurnkeyHub OTRS) and am still having a heck of a time getting a functional system setup. I am currently running a TurnkeyLinux appliance and I am getting "/etc/ssl/certs not writable!" errors in the log when I try to reply to a ticket. OTRS is running as user: otrs group:www-data Do I need to permanently add write access to the /etc/ssl/cert/ folder for user otrs or www-data/ or is this something that I just need to allow to be able to complete configuration setup? Scott R. Morgan - - - - - - - - - - Thank you! Scott R. Morgan

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Re: [otrs] [Ticket#2014092983000016] Notification to customer on move event
by Mathias Bräunling 18 Nov '14

18 Nov '14

Hi, who is the customer? Is it yourself? Event Based Notifications do not work, if the agent and customer user have the same email address. --Mathias 17/10/2014 20:20 - Lars Jørgensen wrote: > To do what you need use Notification event and chose Customer as destination for your especific event. That’s exactly what I did: 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. It just doesn’t work. Does it work for you? -- Lars --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: [1]http://otrs.org/ Archive: [2]http://lists.otrs.org/pipermail/otrs To unsubscribe: [3]http://lists.otrs.org/cgi-bin/listinfo/otrs [1] http://otrs.org/ [2] http://lists.otrs.org/pipermail/otrs [3] http://lists.otrs.org/cgi-bin/listinfo/otrs

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Customer mail address wrong since update to 3.3.10
by Daniel Litzbach 17 Nov '14

17 Nov '14

Hi all, since updating to 3.3.10 last Friday, I have a problem with OTRS running on OpenSuse. When making a reply to a customer's message, the mail address of the customer is encapsulated by HTML " tags like this: [cid:image001.png@01D00241.B7500970] I am able to delete the mail address from the list and add it again, then I don't have any "quotes" in the mail address: [cid:image002.png@01D00241.B7500970] Does anyone else have this issue? Any idea where I can fix this and how? Thank you! Regards Daniel Litzbach

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periodicity of escalation notifications
by Mikael Kermorgant 13 Nov '14

13 Nov '14

Hello, I recently activated the default config in the GenericAgent.pm (after several years not having it). As we have several open tickets which have not been answered via otrs, all our team is now receiving lots of notifications every day. As a temporary solution, I've tried to tweak the Job to only receive *one* notification per escalated ticket (otrs currently continues to send notifications for each open ticket wihout answer every day). First problem is that I can't see how to tweak the periodicity of the notification. We receive them every morning around 8:20, despite the crontab running every 20 minutes. This makes it difficult to test my tweakings. Any idea about that ? ============================== %Jobs = ( # GenericAgent job that sends escalation notifications. # Activate this if you want to use these notifications in your system. 'send escalation notifications' => { Escalation => 1, TicketEscalationTimeNewerMinutes => 60, # new ticket properties New => { Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', }, }, # GenericAgent job that triggers escalation forewarn and escalation start events. # Activate this if you want to use these events in your system. 'trigger escalation events' => { Escalation => 1, TicketEscalationTimeNewerMinutes => 60, # new ticket properties New => { Module => 'Kernel::System::GenericAgent::TriggerEscalationStartEvents', }, }, # insert your jobs (see Kernel/Config/GenericAgent.pm.examples) ); ===================================== Alas, this did not work. Would you have any idea to make it work as I'd like ? Best regards, -- Mikael Kermorgant

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