September 2014 - otrs - OTRS mailing lists

Agent Ticket Forward - Attachments
by Kristofer Pettijohn 21 Sep '18

21 Sep '18

When viewing an article and clicking "Forward" I noticed that attachments are not included. Is this by design, a bug, or is there an option to include the original attachments some how? It seems as though inline attachments are kept, but not others. I checked the AgentTicketForward SysConfig options, but do not see any settings for choosing whether or not attachments can be included. Thanks, Kris

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Thorsten Kocher/Spirit21 ist außer Haus.
by TKocher＠spirit21.de 19 Apr '17

19 Apr '17

Ich werde ab 13.05.2005 nicht im Büro sein. Ich kehre zurück am 30.05.2005. Vielen Dank für Ihre Email. Leider befinde ich mich bis Montag, 30. Mai 2005 außer Haus und kann daher Ihre Nachricht nicht bearbeiten. Bitte rufen Sie mich in dringenden Fällen mobil unter 0172 6377392 an. Vielen Dank für Ihr Verständnis. Thorsten Kocher Ich werde Ihre Nachricht nach meiner Rückkehr beantworten.

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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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Allow any agent to respond to a locked/other owners ticket
by Will Sheldon 02 Oct '14

02 Oct '14

Hello OTRSers :) Sometimes a customer will call and an agent other than the assigned will search for and find a ticket. By default all this agent can do is add a note. How do you configure OTRS so any agent can respond, so long as it's a ticket in one of the queues (s)he has access to? Will Sheldon IT Manager Office:604 568 0313 x114 Fax:604 568 0314 Cell:778 689 1244 Skype:will.sheldon <http://skype.appno.net/?skype=will.sheldon&user=will> #300-152 West Hastings Vancouver, BC, V6B 1G8 Canada www.appnovation.com Click here to unsubscribe from further Appnovation communications. <CASLunsubscribe@appnovation.com?subject=Unsubscribe&body=I%27m+sorry+to+hear+that+you+wish+to+unsubscribe,+just+send+this+message+and+we%27ll+remove+you.>

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Multitanant architecture for OTRS
by Darshak Modi(darshak.modi) 30 Sep '14

30 Sep '14

Hello users, I like to use OTRS for multi-tenant architecture. I want different landing page for different subscriber/organization. What are ways to do the same? Is this can be done using Apache ? Do we need different schema for each tenant? Or different database ? Do we need different otrs directory ? Anyother way to implement so each org. has different page ?

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CI, Services & tickets
by Sebastian Pitei 28 Sep '14

28 Sep '14

Hello all, Quick question: after defining CI, Service and relationships between them I've opened a tichet and linked it to a specific CI. Since I've linked the CI to an issue (hence there's something wrong with that CI), shouldn't OTS change the operational status of that CI to "incident"? Up until now the only solution I've found is lining the CI with the incident and manually going and modifying the IC status from "Operational" to "Incident". Any thoughts on this matter? Thank you, Sebi

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(no subject)
by Sebastian Pitei 25 Sep '14

25 Sep '14

Hi guys, Quick question: I'm trying to link a Configuration Item to a Service so as to specify that "the Service relies on this Configuration Item to work". Obviously I've gone to the service and added a "Depends On" link to the Configuration Item. Does this mean that service "VPN" depends Configuration Item "Router" to work, so that the service itself works? If so, what's the difference between "Required For" and "Depends On"? Thanks, Sebi

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OTRS / First login problem
by Lorenzo Soncini 24 Sep '14

24 Sep '14

I have installed OTRS 3.3.9 without problem on Windows 2008 R2 server and SQL 2008 R2 server. When I try to login for the first time with the user root@localhost I don't receive any error but my browser remain in the login page. (If I use wrong user or password I receive an error.). Also in the log (C:\otrs\OTRS\var\log\otrs.log) I found the line: [Wed Sep 24 14:12:52 2014][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (Method: sha256, REMOTE_ADDR: ::1). [Wed Sep 24 14:15:01 2014][Notice][main::_Status] Scheduler Service status request! PID 2196 [Wed Sep 24 14:15:01 2014][Notice][main::_Status] Scheduler Daemon status request! PID 2196 Any idea? LSo Lorenzo Soncini Infrastructure Project Manager & Solution Architect Mobile +39 333 9788759 ------------------------------------------------------------- ZZ Soft di Stefano Carri & C. S.a.s. Via Campolongo 2/bis - 38068 Rovereto TN Sito internet: www.zzsoft.it<http://www.zzsoft.it> Phone +39 0464 076162 Fax +39 0464 071080 -------------------------------------------------------------

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Cannot add a customer user
by Maila Fatticcioni 24 Sep '14

24 Sep '14

Hello. We have installed and configured OTRS 3.3.8 on an Ubuntu 12.04.02 LTS, using Postgres 8.4 as database backend. Each time we try to create a new customer user we get this kind of error: ----------------------------------------------------------------- otrs ERROR: null value in column "pw" violates not-null constraint ----------------------------------------------------------------- I checked the column of the table customer_user and, indeed, the pw value must be not null. Following the suggestion found at this url: http://lists.otrs.org/pipermail/otrs/2010-November/033772.html I changed the Kernel/Config.pm file and declare the password field as mandatory. This changes the password attribute as I can see from the generated source page: ----------------------------------------------------------------- <label class="Mandatory" for="UserPassword"><span class="Marker">*</span> Password:</label> <div class="Field"><input type="password" id="UserPassword" name="UserPassword" class="W50pc Validate_Required " value="" maxlength="100" /> <div id="UserPasswordError" class="TooltipErrorMessage"><p>This field is required.</p></div> <div id="UserPasswordServerError" class="TooltipErrorMessage"><p>This field is required.</p></div> </div> <div class="Clear"></div> ----------------------------------------------------------------- But this trick doesn't resolve our problem because the password field is still missing in the insert statement as I can see in the database log: ----------------------------------------------------------------- ERROR: null value in column "pw" violates not-null constraint STATEMENT: INSERT INTO customer_user ( title, first_name, last_name, login, email, customer_id, phone, fax, mobile, street, zip, city, country, comments, valid_id, create_time, create_by, change_time, change_by) VALUES ( '', 'a', 'b', 'TESTNAME', 'dad(a)example.com', 'sd324', '', '', '', '', '', '', '', '', 1, '2014-09-24 10:42:01', 3, '2014-09-24 10:42:01', 3) ----------------------------------------------------------------- How can we fix this problem? Did I miss some steps of the previous solution? Could it help if I change the attribute of the pw column of the table allowing to insert empty password? Thank you in advance for any help you could give me. Best regards, Maila Fatticcioni

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Missing installer.pl
by Sebastian Pitei 16 Sep '14

16 Sep '14

Hi guys, Quick (maybe stupid) question: I'm trying to install OTRS following the official guide. At some point it says to point your browser to installation.pl, but unfortunately the file isn't there (I've also checked on the webserver). Any ideas? Thank you, Sebastian

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