February 2015 - otrs - OTRS mailing lists

Re: [otrs] Can't go after Login
by aledr 24 Feb '15

24 Feb '15

Hi Carlos! It is 4.0.3 and I can reach https://cloud.otrs.com from it. I can open "index.pl?Action=Admin <http://index.pl/?Action=Admin>" but not " index.pl?Action=AgentDashboard <http://index.pl/?Action=AgentDashboard>" or "index.pl?Action=AgentTicketResponsibleView <http://index.pl/?Action=AgentTicketResponsibleView>" as example. Thanks. On Mon, Feb 23, 2015 at 9:55 PM, Carlos Rodríguez <carlos.rodriguez(a)otrs.com > wrote: > Hi Aledr, > > If you are using OTRS 4, please make sure you can reach > https://cloud.otrs.com from your OTRS box. > > ((enjoy)) > > Carlos Rodríguez > > > > > On Feb 23, 2015, at 1:28 PM, aledr <matrixworkstation(a)gmail.com> wrote: > > Hi there! > > Suddenly I'm not able to go after login on index.pl, but customer.pl > still works normally. > No message on logs, no error, nothing... It just keeps "loading". > > How can I debug this? > > Thanks. > -- > [ ]'s > Aledr - Alexandre > > --------------------------------------------------------------------- > 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 > > > > --------------------------------------------------------------------- > 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 > -- [ ]'s Aledr - Alexandre

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Can't go after Login
by aledr 24 Feb '15

24 Feb '15

Hi there! Suddenly I'm not able to go after login on index.pl, but customer.pl still works normally. No message on logs, no error, nothing... It just keeps "loading". How can I debug this? Thanks. -- [ ]'s Aledr - Alexandre

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Broken links in OTRS 4x
by Anders Schjelderup Lyng 23 Feb '15

23 Feb '15

I have 3 instances of OTRS 3 of them is 4.0.5 and the last one is 3.2.13 I have the same links in /opt/otrs/Kernel/config.pm: [ 'UserLogin', 'BitAdmin', 'uid', 1, 1, 'var', 'https://xxx.xxx.no/employee/exact/$Data{"UserLogin"}" TARGET="_blank"', 0 ], After upgrading to 4.0.X the links got broken The links work well in OTRS 3.2.13: https://xxx.xxx.no/employee/exact/userlogin In OTRS 4.0.5 it is broken: https://xxx.xxx.no/employee/exact/$Data%7B Anyone knows how to fix this? Anders S. Lyng

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OTRS Upgrade Path question?
by Lambrecht, Charles (Charles) 23 Feb '15

23 Feb '15

Hello, I am running OTRS 3.2.13. Is my upgrade path first jump to 3.2.16, then to 3.3.10? Then to 4.0.4? Thanks! Regards, Charles Lambrecht --------------------------------------------------- Charles Lambrecht Computer Operations Manager UT College of Veterinary Medicine cgl(a)utk.edu<mailto:cgl@utk.edu> ---------------------------------------------------

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KIX4OTRS 6.0.10 ITSM / OTRS 3.3 :: otrs Digest, Vol 77, Issue 14
by Anna Brakoniecka 22 Feb '15

22 Feb '15

Hello, please update on KIX4OTRS 6.1, becasue the mentioned issue is solved there: http://www.cape-it.de/download-en Please also note that we've changed the release cycle: As announced during the KIX4OTRS customer conference, we have changed the maintenance cycle for KIX4OTRS: * Bugfix-Releases will be published once a month (instead of once in two months) * we maintain three last OTRS frameworks (instead of two) * we maintain just the last feature releases of KIX4OTRS for the relevant OTRS framework (instead of all releases) Currently, we maintain KIX4OTRS 5.1 and 6.1. With release of KIX4OTRS 7 for OTRS 4.0, we will maintain KIX4OTRS 5.1, 6.1 and 7.0. http://www.cape-it.de/en/company/news-en/current-product-news-product-updat… Kind regards, Anna ** Wir treffen uns auf der CeBIT in Hannover ** ** 16.-20.03.2015, Stand H16/015 in Halle 6 ** ** http://www.cape-it.de/cebit ** Anna Brakoniecka c.a.p.e. IT GmbH - ...cape it easy Schönherrstr. 8, D-09113 Chemnitz http://www.cape-it.de/ Tel: +49 371 27095 620 Fax: +49 371 27095 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier -----Ursprüngliche Nachricht----- Von:otrs-request@otrs.org Gesendet:Mi 18.02.2015 12:56 Betreff:otrs Digest, Vol 77, Issue 14 An:otrs@otrs.org; Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Problem witch KIX4OTRS 6.0.10 ITSM/OTRS 3.3.11 (??????? ????????) ---------------------------------------------------------------------- Message: 1 Date: Wed, 18 Feb 2015 11:30:27 +0300 From: ??????? ???????? <vtrufanov(a)gmail.com> Subject: [otrs] Problem witch KIX4OTRS 6.0.10 ITSM/OTRS 3.3.11 To: otrs(a)otrs.org Message-ID: <CAFQEPsftA82Fcxsig-x3Jvwg0ewV_XotABU9np4V_dzwxOGVtA(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" Hello. This error persist on my work copy and clean install. somebody can help me? ????? ??????: syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenter[..] Please contact your administrator. ?? ?????? ????????? ????????? ?? ?????? ??? ??????? ?? ?????????? ???????? <http://10.1.1.15/otrs/index.pl?Action=AgentDashboard;&OTRSAgentInterface=Br…> . <http://10.1.1.15/otrs/index.pl?Action=AgentDashboard;&OTRSAgentInterface=Br…> ?????? ??????????? Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Feb 18 11:22:36 2015 Message: syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 112, near "$CustomerID # KIX4OTRS-capeIT Key" Global symbol "@Result" requires explicit package name at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 120. syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 130, near "elsif" Global symbol "$Self" requires explicit package name at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 130. syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 151, near "Key" Global symbol "$MaxResults" requires explicit package name at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 156. syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 157, near "}" syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 169, near "}" syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 182, near "}" RemoteAddress: 10.1.1.27 RequestURI: /otrs/index.pl Traceback (1544): Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.11) Line: 199 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 54 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 System information: OTRS 3.3.11 -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20150218/40c4ce54/attachme…> ------------------------------ --------------------------------------------------------------------- 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 End of otrs Digest, Vol 77, Issue 14 ************************************

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How can i make for my user login for LDAP
by Daniel Cristian Aragão Paula 20 Feb '15

20 Feb '15

Hi, OTRS. ?I would like to know reason why my users don't can do login on otrs/customer.pl. the message that have is "Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator.". I think is because in Customer Management -> Customer User don't list my users therefore my users don't can login on otrs/customer.pl. Sincerely Yours?, [http://www.portalsas.com.br/geradorlink/imagens/30-12-2014_Daniel-Cristian.…] AVISO: A informação contida neste e-mail, bem como em qualquer de seus anexos, é CONFIDENCIAL e destinada ao uso exclusivo do(s) destinatário(s) acima referido(s), podendo conter informações sigilosas e/ou legalmente protegidas. Caso você não seja o destinatário desta mensagem, informamos que qualquer divulgação, distribuição ou cópia deste e-mail e/ou de qualquer de seus anexos é absolutamente proibida. Solicitamos que o remetente seja comunicado imediatamente, respondendo esta mensagem, e que o original desta mensagem e de seus anexos, bem como toda e qualquer cópia e/ou impressão realizada a partir destes, sejam permanentemente apagados e/ou destruídos. Ari de Sá.

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Problem witch KIX4OTRS 6.0.10 ITSM/OTRS 3.3.11
by Василий Труфанов 18 Feb '15

18 Feb '15

Hello. This error persist on my work copy and clean install. somebody can help me? Текст ошибки: syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenter[..] Please contact your administrator. Вы можете Отправить сообщение об ошибке или перейти на предыдущую страницу <http://10.1.1.15/otrs/index.pl?Action=AgentDashboard;&OTRSAgentInterface=Br…> . <http://10.1.1.15/otrs/index.pl?Action=AgentDashboard;&OTRSAgentInterface=Br…> Детали ошибкиПоиск Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Feb 18 11:22:36 2015 Message: syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 112, near "$CustomerID # KIX4OTRS-capeIT Key" Global symbol "@Result" requires explicit package name at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 120. syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 130, near "elsif" Global symbol "$Self" requires explicit package name at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 130. syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 151, near "Key" Global symbol "$MaxResults" requires explicit package name at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 156. syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 157, near "}" syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 169, near "}" syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 182, near "}" RemoteAddress: 10.1.1.27 RequestURI: /otrs/index.pl Traceback (1544): Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.11) Line: 199 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 54 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 System information: OTRS 3.3.11

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Agents don't receive notification emails for tickets posted in their queues
by Fabrizio Cipriani 13 Feb '15

13 Feb '15

I know this has been discussed many times, but I can't figure out a solution to this problem even after having browsed all the related messages in this mailing list. In my otrs 4 (patch level 5), installed on ubuntu server 14.04, when an agent posts a new ticket in a queue, the other agents subscribed to the same queue don't receive the notification email. All the agents have the correct queue selected in "my queues", all their notifications options are set to "yes", there's no event defined in Notifications(Event). When the agent posts the ticket, in the log I get only these two lines: Feb 13 10:36:03 srvapp2 OTRS-CGI-63[1857]: [Info][Kernel::System::Ticket::TicketCreate] New Ticket [2015021363000013/Ticket di test ] created (TicketID=13,Queue=ICT,Priority=3 normal,State=open) Feb 13 10:36:06 srvapp2 OTRS-CGI-63[1857]: [Info][Kernel::System::Ticket::Article::ArticleSend] Sent email to '"Test Customer" <xxxxxx(a)xxxxx.com>' from 'OTRS System <otrs@localhost>'. HistoryType => EmailAgent, Subject => [Ticket#2015021363000013] Ticket di test 10; As it can be seen from the log, an email is correctly sent and received by the customer for which the ticket is created, but no emails are sent to the related agents. Is there anything else I can do? What are the source code files where agent notification is handled? I might try some debugging if everything else fails. - Fabrizio

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Ticket state remains "new" after update
by Nick Bright 11 Feb '15

11 Feb '15

Greetings, I'm having a bit of difficulty understanding why some tickets in our OTRS deployment are remaining in a state of "new" even after multiple phone call and/or email update items. What could cause this to happen? -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

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Filtering Available Process by Role via ACL
by Alvaro Cordero 10 Feb '15

10 Feb '15

Hello, I am running OTRS 3.38 in CentOS with mysql and Apache. We have beeing creating different process for multiple departments and we are trying to filter wich process are available according to the user role. I have been testing this according the example ACLs from the documentation but it does not make any effect, all users can see all process. https://otrs.github.io/doc/manual/admin/3.3/en/html/customization.html I have the following as in the example *Match Settings * Properties -> User -> Role -> [Role1] *Change Settings* Possible -> Process-> ProcessEntityID -> [P3,P6] Has anyone have a success for this kind of scenario? Thanks in advance -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro(a)gridshield.net www.gridshield.net

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