July 2014 - otrs - OTRS mailing lists

Is it possible to start a process for an existing simple (non-process) ticket?
by Bogdan Iosif 14 Jul '14

14 Jul '14

Hi all, Suppose I have a process defined via Process Management and I want to activate it for some tickets *after* said tickets are created. Is this possible? Logic: 1. Simple (non-process) ticket is created 2. Agents / customers add articles 3. Agent / customer decides a process must be followed for the current ticket (e.g. approval). 4. PROBLEM: The decider wants to start this process but can't because AFAIK the process must be specified when a ticket is created via "New process ticket" Am I missing something? Regards, Bogdan

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paging problem
by piyush mishra 12 Jul '14

12 Jul '14

Dear List I have a problem in otrs ticket paging option. i have 1000 tickets in otrs,when i see all ticket using ticket->status view option,it shows only 25 tickets. And i click on 1,2,3,4>>(paging no). its not work. And same problem in Dashboard (setting option where we select product new etc) Thanks & regards Piyush Mishra

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Auto response should be marked as read
by Christoph Zwerschke 11 Jul '14

11 Jul '14

Is there a way to have auto responses generated by OTRS automatically marked as read? Regards -- Christoph

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Trouble with 2 OTRS 2.3.4 instances
by Karlos Jelez 10 Jul '14

10 Jul '14

Hi list, I have 2 OTRS instances and they both are accessing the same database !!! :( I don’t know how to solve itt. Red Hat 6.0 with Apache 2.2.11 with mod_perl, MySql 5.0.45. Each instance is running in different directory (/otrs1 and /otrs2) of course. I created both databases (of course) from scratch and load with initial data script (only one OTRS user). I created the otrs MySql user. When I login to the second instance it access (and shows) data from the first data base !!! I did note that when in Apache config I exchange the order of: /opt/www/data/otrs1/scripts/apache2-perl-startup.pl /opt/www/data/otrs2/scripts/apache2-perl-startup.pl both OTRS instances access data base pointed by the first line. And if I disable one line, both OTRS instances access data pointed by the line enabled. Tests: I did try with 2 mysql users (otrs1 and otrs2). It is not clear to me if I must enable apache2-perl-startup.pl script only once for both otrs instances of if I must enable apache2-perl-startup.pl twice, one for each instance.

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Sending plain text messages
by Christoph Zwerschke 08 Jul '14

08 Jul '14

Is it possible in OTRS 3 to change the format of templates and individual replies to plain text instead of HTML? I already found the global switch Frontend::RichText that can be set to "no", but that's really not what we want, because it would switch off RichText everywhere. We want to be able to select and change the format individually, just as it is possible in every mail client. Regards -- Christoph

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Problem with 2 customer user backends and invalidated DB users
by Alessandro Cortiana 08 Jul '14

08 Jul '14

Hi, we have an OTRS 3.3.7 installation with 2 customer user backends (DB and LDAP). Some users are duplicated on both backends, with different customer ID assigned on each backend. If a mail from a duplicated user enters the system, we want to configure OTRS to use the LDAP backend (so the ticket get the right CustomerID) So I simply configured the duplicated DB users as "invalid". The problem is that, If a duplicated user sends an email to the OTRS system, OTRS continues to attach that mail to the invalid customer user (I can see it because the DB customer ID is different from the LDAP one) even if the user is marked as "invalid". I tried to change the order of the Customer User backends in the config file also using the numbering: $Self->{CustomerUser1} = { Name => 'LDAP Datasource', $Self->{CustomerUser2} = { Name => 'Customer Database', But OTRS continues to do the wrong thing. What do you suggest? Am I doing something wrong? Regards, Alessandro Cortiana

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Auto-response
by Marwan Rabbâa 08 Jul '14

08 Jul '14

Hi all, New to OTRS, I've successfully installed an OTRS 3.1.21. The mailbox fetcher is OK. All ticket I send to a configured mailbox are migrated into tickets. However, I can find how to enable auto-response (on ticket creation, update ...). Where are this options on OTRS 3.1.21 ? Regards, PS : I have created an auto-response (on admin interface) as auto-reply, but it seems not to work

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Hiding queues
by Karlos Jelez 04 Jul '14

04 Jul '14

Hi list, I have several queues in my OTRS 2.3.4 and several customers. I would like hide some queues to some customers in the Customer Interface. Is it possible? or is it possible in OTRS 3.3 ? Thanks in advance !!! Karlos

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Problems connecting customeruser to Active directory
by Jan.Dreyer＠bertelsmann.de 03 Jul '14

03 Jul '14

Hi, our active directory contains a lot of users. When configuring the AD as customer source, I can’t get into customer user administration and the log says [Thu Jul 3 11:59:10 2014][Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][379] Sizelimit exceeded [Thu Jul 3 11:59:10 2014][Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][379] Sizelimit exceeded Is it possible to get a result even if size limit is exceeded? Maybe setting a filter that limits the result to 500(?) entries? Regards — Jan Dreyer IT Administrator — Operations — SCM-IT NMD ________________________________ This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the information in this email is strictly forbidden.

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