November 2015 - otrs - OTRS mailing lists

OTRS + CRM Implementation
by Chris Watt 26 May '25

26 May '25

I have been googling this for hours and it seems to have been mentioned on here but no one has ever given anything. What I want to do is link OTRS with a CRM program like SugarCRM (or similar). Has anyone done this before/know how to do it? Basically I want the tickets to be copied into SugarCRM automatically, with all approriate fields, and customers to be stored in the same location. I read somewhere that one guy had done it but he provided no further info. Cany anyone help? Cheers ~Chris

3 2

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

2 1

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.

36 63

strange error in log and misc question
by Alex 25 Jan '16

25 Jan '16

Hi Guys, I am seeing this error in the log every so often. Running ver 5.01: Tue Nov 3 10:20:26 2015 error OTRS-otrs.Console.pl-Maint::OTRSBusiness::AvailabilityCheck-10 Can't perform POST on https://cloud.otrs.com/otrs/public.pl: 500 read timeout Tue Nov 3 10:20:26 2015 error OTRS-otrs.Console.pl-Maint::OTRSBusiness::AvailabilityCheck-10 There was an error executing Execute() in Kernel::System::Console::Command::Maint::OTRSBusiness::AvailabilityCheck: ERROR: OTRS- otrs.Console.pl-Maint::OTRSBusiness::AvailabilityCheck-10 Perl: 5.20.2 OS: linux Time: Tue Nov 3 10:20:26 2015 What exactly is the software trying to "POST" to https://cloud.otrs.com/otrs/public.pl? Should I concerned about these entries in the log? Also, since upgrading to OTRS ver 5.x, when closing a ticket, a subject field for the close note has now appeared and is mandatory? Is there any way to revert this to the previous behavior where just a note entry is enough? Cheers, A.

6 6

OTRS Can't connect to imap.gmail.com
by Gökhan Öner 12 Dec '15

12 Dec '15

Hi, I am trying to use the Postmaster Mail Account service of OTRS to fetch a mailbox but when i try to connect it with a Google Account it fails with the error *Error Message: IMAPS: Can't connect to imap.gmail.com <http://imap.gmail.com>. * I also tried it with IMAPTLS but the error is still same. I have checked all the security settings in GMail and make them enabled for less secure apps. I have also googled it but cannot find any clear information about it. Has anyone faced with an error like this ? Thanks a lot. -- *Gökhan Öner* *Information Technology* *Sabancı University* *E:gokhanoner@sabanciuniv.edu <E%3Agokhanoner(a)sabanciuniv.edu>*

6 12

AutoReply not functioning
by Rob Shears 01 Dec '15

01 Dec '15

So I've been doing lots of configs, and something I've done, somewhere along the line, has disabled auto-replies. OTRS 4.x CentOS 7.x MSSQL Backend (fully functional, I know it is not supported!) I have a queue (Q1) that receives all messages from a postmaster mail account (MAIL1) via POP3. The ticket is created successfully. There is an autoreply set on this queue, which is never submitted to the mail server (whether SMTP, SendMail or anything else, there is no attempt made to send this message at the MTA level). I can reply, respond etc fine from the ticket itself, OTRS is working as far as emails go, except the autoresponse. Notably (probably of relevance), when the email is picked up, an error is thrown: ERROR: OTRS-otrs.PostMasterMailbox.pl-99 Perl: 5.16.3 OS: linux Time: Mon Nov 30 14:40:03 2015 Message: The field configuration is invalid Traceback (6328): Module: Kernel::System::DynamicField::Backend::ValueSet Line: 426 Module: Kernel::System::Ticket::Event::TimeUpdate::Run Line: 158 Module: Kernel::System::EventHandler::EventHandler Line: 226 Module: Kernel::System::Ticket::Article::ArticleCreate Line: 401 Module: Kernel::System::Ticket::ArticleCreate Line: 195 Module: Kernel::System::PostMaster::NewTicket::Run Line: 564 Module: Kernel::System::PostMaster::Run Line: 368 Module: Kernel::System::MailAccount::POP3::Fetch Line: 216 Module: Kernel::System::MailAccount::MailAccountFetch Line: 441 Module: main::Fetch Line: 171 Module: /opt/otrs/bin/otrs.PostMasterMailbox.pl Line: 85 Through some astute reading, I know this error is triggered from line 426 (actually from ln428) of the backend.pm file, but that doesn't help me narrow down the cause. Stepping through these other files hasn't led me to the answer, except to be fairly convinced it is the problem. Dynamic fields defined in the system include, (source module) name of field: (KIX4OTRS) KIXFAQEntry (?) ProcessManagementProcessID (?) ProcessManagementActivityID (ITSMCore) ITSMCriticality (ITSMCore) ITSMImpact (SystemMonitoring) TicketFreeText1 (SystemMonitoring) TicketFreeText2 (SystemMonitoring) ArticleFreeText1 Invalidating some of these fields makes no difference, the error occurs. Probably no surprise there, if it needs the field, it needs the field. I have tried with both SenderFrom and EnvelopeFrom set and unset, no difference. What could be causing auto-replies to not be generated? What other investigative paths should I take? I am hitting a brick wall here, I can't see anything wrong with the configs except the error about dynamic fields but I cannot be even sure that is related. The auto-response is simple, plain text, doesn't even use any OTRS fields during the testing I am doing. Any advice, guidance or direction on restoring the missing auto-reply functionality would be great! Cheers Rob Shears.

1 6

Limit help desk access
by Edson Richter 24 Nov '15

24 Nov '15

Hi! Is there any way to implement such configuration scenario? 1) Help desk employees and technicians can access OTRS from our Remote Desktop Server only (it can be a source IP address check) 2) Customers can access from anywhere I believe this could be achieved in two ways: 1) In user configuration, set IP address restriction (better, IMHO). If the configuration is empty, then it can Access from anywhere. 2) Customizing the code for each restricted page (which ones?), except pages customer would have access to. Has anyone tried anything similar? Any tips on how to achieve that? Thanks, -- Atenciosamente, Edson Carlos Ericksson Richter

4 6

Troubleshoot Insufficient Rights error
by Saunders, Eric 24 Nov '15

24 Nov '15

I have an Activity Dialog that I would like to update the ticket Owner to whomever is completing the dialog. The Required Lock property seems to do exactly what I want. However, if I open the dialog and before completing it click "Undo & close window" I get an Insufficient Rights error: Message: We are sorry, you do not have permissions anymore to access this ticket in its current state. At this point I am the ticket owner with full rw permissions on the queue in which the ticket resides. And I can go back to the zoom view for the ticket and complete other dialogs, so the permissions issue seems to be localized to just this "undo" action. I thought it might have something to do with the Permission property of the Activity Dialog but none of the various settings I've tried have made any difference. There is also no indication in the System Log what might be causing the error. CentOS 6.x OTRS 4.0.13 Appreciate any assistance. +Eric

1 0

OTRS CMDB search and CIAttributeCollection
by Raul Orav 24 Nov '15

24 Nov '15

Hello, Please give me some advice. I’m stuck. I upgraded just to OTRS 5.0.3. It seems that when using CIAttributeCollection then CMDB search window doesn’t work - it’s not possible to select “Additional filters”. For example when I want to search by CI name - I can’t select by name. This “+” doesn’t work. By the way - I have noticed that I can’t work without “CIAttributeCollection” - after upgrading (tried 5.0 and 5.0.1 also) CMDB doesn’t work without “ CIAttributeCollection”. If I remember correctly - the same issue was when upgraded to OTRS 4 also. If I remove “ CIAttributeCollection” then everything works, until some time or until I restart Apache2 - then I get “Internal server error”. It looks like I’m not able to remove “ CIAttributeCollection” completely. Either there is a javascript error or … > Internal server error message: > > Internal Server Error > The server encountered an internal error or misconfiguration and was unable to complete your request. > Please contact the server administrator, info(a)visioline.ee <mailto:info@visioline.ee> and inform them of the time the error occurred, and anything you might have done that may have caused the error. > More information about this error may be available in the server error log. > > And after restarting Apache2 or after some time removing CIAttributeCollection: > > RemoteAddress: 10.199.1.1 > RequestURI: /otrs/index.pl?Action=AgentITSMConfigItem > > Traceback (10503): > Module: Kernel::System::ObjectManager::_DieWithError Line: 533 > Module: Kernel::System::ObjectManager::_ObjectBuild Line: 200 > Module: Kernel::System::ObjectManager::Get Line: 180 > Module: Kernel::System::ITSMConfigItem::XML::XMLValueLookup Line: 54 > Module: Kernel::Output::HTML::ITSMConfigItem::OverviewSmall::_XMLData2Hash Line: 567 > Module: Kernel::Output::HTML::ITSMConfigItem::OverviewSmall::Run Line: 330 > Module: Kernel::Output::HTML::Layout::ITSMConfigItem::ITSMConfigItemListShow Line: 580 > Module: Kernel::Modules::AgentITSMConfigItem::Run Line: 306 > Module: Kernel::System::Web::InterfaceAgent::Run Line: 1041 > Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 > Module: (eval) (v1.99) Line: 204 > Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 > Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 > Module: ModPerl::Registry::handler (v1.99) Line: 31 > > [Tue Nov 24 17:20:02 2015] [error] Kernel::System::ITSMConfigItem::XML::Type::CIAttachment could not be loaded: Can't locate Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm in @INC (@INC contains: /usr/Custom /usr/Kernel/cpan-lib /usr /usr/sbin/../../Custom /usr/sbin/../../Kernel/cpan-lib /usr/sbin/../.. /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.10.1 /usr/local/share/perl/5.10.1 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 . /etc/apache2) at /opt/otrs//Kernel/System/ObjectManager.pm line 191.\n at /opt/otrs//Kernel/System/ObjectManager.pm line 537\n\tKernel::System::ObjectManager::_DieWithError('Kernel::System::ObjectManager=HASH(0xf80a4d20)', 'Error', 'Kernel::System::ITSMConfigItem::XML::Type::CIAttachment could...') called at /opt/otrs//Kernel/System/ObjectManager.pm line 200\n\tKernel::System::ObjectManager::_ObjectBuild('Kernel::System::ObjectManager=HASH(0xf80a4d20)', 'Package', 'Kernel::System::ITSMConfigItem::XML::Type::CIAttachment') called at /opt/otrs//Kernel/System/ObjectManager.pm line 180\n\tKernel::System::ObjectManager::Get('Kernel::System::ObjectManager=HASH(0xf80a4d20)', 'Kernel::System::ITSMConfigItem::XML::Type::CIAttachment') called at /opt/otrs//Kernel/System/ITSMConfigItem/XML.pm line 54\n\tKernel::System::ITSMConfigItem::XML::XMLValueLookup('Kernel::System::ITSMConfigItem=HASH(0xf93f9400)', 'Item', 'HASH(0xfa015a58)', 'Value', '') called at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/OverviewSmall.pm line 567\n\tKernel::Output::HTML::ITSMConfigItem::OverviewSmall::_XMLData2Hash('Kernel::Output::HTML::ITSMConfigItem::OverviewSmall=HASH(0xf9...', 'XMLDefinition', 'ARRAY(0xfa014218)', 'XMLData', 'HASH(0xfa0342f8)') called at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/OverviewSmall.pm line 330\n\tKernel::Output::HTML::ITSMConfigItem::OverviewSmall::Run('Kernel::Output::HTML::ITSMConfigItem::OverviewSmall=HASH(0xf9...', 'ShowColumns', 'ARRAY(0xf8c524a8)', 'View', 'Small', 'Filter', 36, 'LinkPage', 'Filter=36;View=;SortBy=Number;OrderBy=Down;', ...) called at /opt/otrs//Kernel/Output/HTML/Layout/ITSMConfigItem.pm line 580\n\tKernel::Output::HTML::Layout::ITSMConfigItem::ITSMConfigItemListShow('Kernel::Output::HTML::Layout=HASH(0xf8323f38)', 'ConfigItemIDs', 'ARRAY(0xf94a3e70)', 'Total', 135, 'View', '', 'Filter', 36, ...) called at /opt/otrs//Kernel/Modules/AgentITSMConfigItem.pm line 306\n\tKernel::Modules::AgentITSMConfigItem::Run('Kernel::Modules::AgentITSMConfigItem=HASH(0xf935e258)') called at /opt/otrs//Kernel/System/Web/InterfaceAgent.pm line 1041\n\tKernel::System::Web::InterfaceAgent::Run('Kernel::System::Web::InterfaceAgent=HASH(0xf84ec030)') called at /opt/otrs/bin/cgi-bin/index.pl line 40\n\tModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler('Apache2::RequestRec=SCALAR(0xf7c7d808)') called at /usr/lib/perl5/ModPerl/RegistryCooker.pm line 204\n\teval {...} called at /usr/lib/perl5/ModPerl/RegistryCooker.pm line 204\n\tModPerl::RegistryCooker::run('ModPerl::Registry=HASH(0xf7e95570)') called at /usr/lib/perl5/ModPerl/RegistryCooker.pm line 170\n\tModPerl::RegistryCooker::default_handler('ModPerl::Registry=HASH(0xf7e95570)') called at /usr/lib/perl5/ModPerl/Registry.pm line 31\n\tModPerl::Registry::handler('ModPerl::Registry', 'Apache2::RequestRec=SCALAR(0xf7c7d808)') called at -e line 0\n\teval {...} called at -e line 0\n > > > CIAttributeColletion info: 5.0.0 > > SYSlog in OTRS: > > Tue Nov 24 17:39:09 2015 error OTRS-CGI-10 Kernel::System::ITSMConfigItem::XML::Type::CIAttachment could not be loaded: Can't locate Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm in @INC (@INC contains: /usr/Custom /usr/Kernel/cpan-lib /usr /usr/sbin/../../Custom /usr/sbin/../../Kernel/cpan-lib /usr/sbin/../.. /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.10.1 /usr/local/share/perl/5.10.1 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 . /etc/apache2) at /opt/otrs//Kernel/System/ObjectManager.pm line 191. > > Uninstall log: > > Code: > $Kernel::OM->Get('var::packagesetup::ITSM_CIAttributeCollection')->CodeUninstall(); > > > [Tue Nov 24 17:15:26 2015] ITSM_CIAttributeCollection.pm: Subroutine new redefined at /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm line 55. > [Tue Nov 24 17:15:26 2015] ITSM_CIAttributeCollection.pm: Subroutine CodeInstall redefined at /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm line 72. > [Tue Nov 24 17:15:26 2015] ITSM_CIAttributeCollection.pm: Subroutine CodeReinstall redefined at /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm line 92. > [Tue Nov 24 17:15:26 2015] ITSM_CIAttributeCollection.pm: Subroutine CodeUpgrade redefined at /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm line 109. > [Tue Nov 24 17:15:26 2015] ITSM_CIAttributeCollection.pm: Subroutine CodeUninstall redefined at /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm line 125. > [Tue Nov 24 17:15:27 2015] (eval 6416): utf8 "\xE4" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 538. > [Tue Nov 24 17:15:27 2015] (eval 6416): utf8 "\xF5" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 540. > [Tue Nov 24 17:15:27 2015] (eval 6416): utf8 "\xFC" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 542. > [Tue Nov 24 17:15:27 2015] (eval 6416): utf8 "\xE4" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 546. > Notice: Removed file: /opt/otrs/ITSM-CIAttributeCollection.sopm > Notice: Removed file: /opt/otrs/doc/CHANGES_ITSM-CIAttributeCollection.md > Notice: Removed file: /opt/otrs/doc/en/ITSM-CIAttributeCollection.pdf > Notice: Removed file: /opt/otrs/doc/en/USAGE_itsm-ciattributecollection.pod > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentCIClassSearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentQueueSearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentServiceSearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentAttachmentStorage.pm > Notice: Recovered: /opt/otrs/Kernel/Modules/AgentAttachmentStorage.pm.save > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentCustomerCompanySearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentCustomerUserCompanySearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentITSMCITicketSearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentSLASearch.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentCIClassSearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentQueueSearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentServiceSearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentCustomerCompanySearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentCustomerUserCompanySearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentUserSearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentITSMCITicketSearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentSLASearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutCIACCustomerCompany.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutCustomerUserCompany.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutDummyX.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutDynamicField.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutEncryptedText.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutUser.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutCIClassReference.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutQueueReference.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutServiceReference.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutTextLink.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutTicketReference.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutTypeReference.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutSLAReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/CIClassReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/QueueReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/ServiceReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/CIACCustomerCompany.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/CustomerUserCompany.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/DummyX.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/DynamicField.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/User.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/EncryptedText.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/TextLink.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/TicketReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/TypeReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/SLAReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/Event/CIClassReference_RefreshLinks.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/Event/ServiceReference_RefreshLinks.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/Event/TicketReference_RefreshLinks.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMCIAttributCollectionUtils.pm > Notice: Removed file: /opt/otrs/Kernel/System/CIAttachmentStorage/AttachmentStorage.pm > Notice: Removed file: /opt/otrs/Kernel/System/CIAttachmentStorage/AttachmentStorageFS.pm > Notice: Removed file: /opt/otrs/Kernel/System/CIAttachmentStorage/AttachmentStorageDB.pm > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.CIClassSearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.ServiceSearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.QueueSearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.CustomerCompanySearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.CustomerUserCompanySearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.UserSearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.ITSMCITicketSearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.SLASearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/ITSM.Agent.ConfigItem.Search.CIAttrColl.js > Notice: Removed file: /opt/otrs/Kernel/Config/Files/CIAttributeCollection.xml > Notice: Removed file: /opt/otrs/Kernel/Config/Files/AttachmentStorage.xml > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentAttachmentStorage.pm > Notice: Removed file: /opt/otrs/Kernel/Language/de_AttachmentStorage.pm > Notice: Removed file: /opt/otrs/Kernel/Language/de_ITSMCIAttributeCollection.pm > Notice: Removed file: /opt/otrs/var/packagesetup/ITSM_CIAttributeCollection.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorage.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageDB.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageFS.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm > > Installing ITSM_CIAttributeCollection: > > RemoteAddress: 10.199.1.1 > RequestURI: /otrs/index.pl > > Traceback (11342): > Module: Kernel::System::Package::_Database Line: 2766 > Module: Kernel::System::Package::PackageInstall Line: 590 > Module: Kernel::Modules::AdminPackageManager::_InstallHandling Line: 1848 > Module: Kernel::Modules::AdminPackageManager::Run Line: 1235 > Module: Kernel::System::Web::InterfaceAgent::Run Line: 1041 > Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 > Module: (eval) (v1.99) Line: 204 > Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 > Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 > Module: ModPerl::Registry::handler (v1.99) Line: 31 > > Notice: ALTER TABLE attachment_dir_preferences ADD CONSTRAINT FK_attachment_dir_preferences_attachment_directory_id_id FOREIGN KEY (attachment_directory_id) REFERENCES attachment_directory (id) > Code: > $Kernel::OM->Get('var::packagesetup::ITSM_CIAttributeCollection')->CodeInstall(); > > > [Tue Nov 24 18:10:18 2015] (eval 2770): utf8 "\xE4" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 538. > [Tue Nov 24 18:10:18 2015] (eval 2770): utf8 "\xF5" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 540. > [Tue Nov 24 18:10:18 2015] (eval 2770): utf8 "\xFC" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 542. > [Tue Nov 24 18:10:18 2015] (eval 2770): utf8 "\xE4" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 546. > [Tue Nov 24 18:10:50 2015] LayoutCIAttachment.pm: Subroutine new redefined at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm line 53. > [Tue Nov 24 18:10:50 2015] LayoutCIAttachment.pm: Subroutine OutputStringCreate redefined at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm line 81. > [Tue Nov 24 18:10:50 2015] LayoutCIAttachment.pm: Subroutine FormDataGet redefined at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm line 171. > [Tue Nov 24 18:10:50 2015] LayoutCIAttachment.pm: Subroutine InputCreate redefined at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm line 243. > [Tue Nov 24 18:10:50 2015] LayoutCIAttachment.pm: Subroutine BuildAttachmentModification redefined at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm line 326. > [Tue Nov 24 18:10:50 2015] LayoutCIAttachment.pm: Subroutine BuildAttachmentPresentation redefined at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm line 387. > [Tue Nov 24 18:10:50 2015] LayoutCIAttachment.pm: Subroutine SearchFormDataGet redefined at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm line 438. > [Tue Nov 24 18:10:50 2015] LayoutCIAttachment.pm: Subroutine SearchInputCreate redefined at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm line 487. > [Tue Nov 24 18:10:50 2015] AttachmentStorageDB.pm: Subroutine new redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageDB.pm line 58. > [Tue Nov 24 18:10:50 2015] AttachmentStorageDB.pm: Subroutine AttachmentAdd redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageDB.pm line 83. > [Tue Nov 24 18:10:50 2015] AttachmentStorageDB.pm: Subroutine AttachmentGet redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageDB.pm line 162. > [Tue Nov 24 18:10:50 2015] AttachmentStorageDB.pm: Subroutine AttachmentGetRealProperties redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageDB.pm line 247. > [Tue Nov 24 18:10:50 2015] AttachmentStorageFS.pm: Subroutine new redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageFS.pm line 57. > [Tue Nov 24 18:10:50 2015] AttachmentStorageFS.pm: Subroutine AttachmentAdd redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageFS.pm line 83. > [Tue Nov 24 18:10:50 2015] AttachmentStorageFS.pm: Subroutine AttachmentGet redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageFS.pm line 142. > [Tue Nov 24 18:10:50 2015] AttachmentStorageFS.pm: Subroutine AttachmentGetRealProperties redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageFS.pm line 221. > [Tue Nov 24 18:10:52 2015] CIAttachment.pm: Subroutine new redefined at /opt/otrs//Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm line 52. > [Tue Nov 24 18:10:52 2015] CIAttachment.pm: Subroutine ValueLookup redefined at /opt/otrs//Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm line 76. > [Tue Nov 24 18:10:52 2015] CIAttachment.pm: Subroutine StatsAttributeCreate redefined at /opt/otrs//Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm line 112. > [Tue Nov 24 18:10:52 2015] CIAttachment.pm: Subroutine ExportSearchValuePrepare redefined at /opt/otrs//Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm line 151. > [Tue Nov 24 18:10:52 2015] CIAttachment.pm: Subroutine ExportValuePrepare redefined at /opt/otrs//Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm line 168. > [Tue Nov 24 18:10:52 2015] CIAttachment.pm: Subroutine ImportSearchValuePrepare redefined at /opt/otrs//Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm line 238. > [Tue Nov 24 18:10:52 2015] CIAttachment.pm: Subroutine ImportValuePrepare redefined at /opt/otrs//Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm line 259. > [Tue Nov 24 18:10:52 2015] AttachmentStorage.pm: Subroutine new redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorage.pm line 59. > [Tue Nov 24 18:10:52 2015] AttachmentStorage.pm: Subroutine AttachmentStorageGetDirectory redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorage.pm line 106. > [Tue Nov 24 18:10:52 2015] AttachmentStorage.pm: Subroutine AttachmentStorageGet redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorage.pm line 181. > [Tue Nov 24 18:10:52 2015] AttachmentStorage.pm: Subroutine AttachmentStorageGetRealProperties redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorage.pm line 240. > [Tue Nov 24 18:10:52 2015] AttachmentStorage.pm: Subroutine AttachmentStorageAdd redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorage.pm line 278. > [Tue Nov 24 18:10:52 2015] AttachmentStorage.pm: Subroutine AttachmentStorageSearch redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorage.pm line 425. > > >

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Moving new ticket to another queue
by Rose Dowson 23 Nov '15

23 Nov '15

Hi, I want to move a new ticket to another queue, but this queue is administrated by administrators only so the users can't see it. There is anyone who knows a solution or have a script? Thank you for your help. Regards.

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