April 2015 - otrs - OTRS mailing lists

Trouble with ticket number in Subject
by Henry Combrinck 20 Apr '15

20 Apr '15

Hi there, Using OTRS 4.latest. We have a new installation of OTRS and things seem to be working fine, except that we cannot get a consistent Subject line with a ticket number included. For example, using the standard <OTRS_CUSTOMER_SUBJECT[20]> in the auto-response, it only includes whatever the client sent. ie, not "[Ticket#2015....] Rest of subject..." If I use the following: <OTRS_TICKET_TicketNumber> <OTRS_CUSTOMER_SUBJECT[20]>, then the result is something along these lines: "[Ticket#2015041908000541] 2015041908000541 Rest of subject..." I'm at a bit of a loss. I've compared it to another OTRS setup (also 4.x) which has been operating fine for years (upgraded all the way from 3.whatever), but cannot spot an issue. I'd appreciate any pointers. Thanks Henry

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KIX4OTRS 7: otrs Digest, Vol 79, Issue 4
by Anna Brakoniecka 20 Apr '15

20 Apr '15

Hello, KIX4OTRS 7 for OTRS 4 will be probably published within 2 weeks from now. We'll inform you via our newsletter and social media channels: http://www.cape-it.de/news-en http://twitter.com/capeit <http://twitter.com/capeit> http://www.facebook.com/capeIT <http://www.facebook.com/capeIT> https://plus.google.com/114925213123595998821/posts https://www.xing.com/companies/c.a.p.e.itgmbh Kind regards, Anna Brakoniecka ** Easy and fast order management in KIX4OTRS ** ** Quick administration of workflows with subtasks ** ** http://www.cape-it.de/kixtemplateworkflows-en ** Anna Brakoniecka c.a.p.e. IT GmbH - ...cape it easy Schönherrstr. 8, D-09113 Chemnitz http://www.cape-it.de/ <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----- Today's Topics: 1. Password protecting OTRS (via apache config) - apache 2.2 -> 2.4 (henka(a)cityweb.co.za) 2. Re: Password protecting OTRS (via apache config) - apache 2.2 -> 2.4 (Will Sheldon) 3. KIX4OTRS 7 (Placide Lysias NJAMI) ------------------------------ Message: 3 Date: Mon, 13 Apr 2015 11:32:18 +0000 From: Placide Lysias NJAMI <p.njami(a)gelgh.com> Subject: [otrs] KIX4OTRS 7 To: <otrs(a)otrs.org> Message-ID: <006101d075dd$80b51e40$821f5ac0$(a)gelgh.com> Content-Type: text/plain; charset="us-ascii" When the release of kix4otrs 7 to work with OTRS 4.0 ? Cdt ! Placide -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20150413/34f400a6/attachme…> -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/gif Size: 2051 bytes Desc: not available URL: <http://lists.otrs.org/pipermail/otrs/attachments/20150413/34f400a6/attachme…> ------------------------------

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Re: [otrs] merge tickets - message body
by Placide Lysias NJAMI 17 Apr '15

17 Apr '15

Hi, You are looking then for otrs tags. Below are some that you can try! Let us know if it works <OTRS_TICKET_Title> <OTRS_TICKET_TicketNumber> <OTRS_TICKET_TicketID> <OTRS_TICKET_Queue> <OTRS_TICKET_QueueID> <OTRS_TICKET_State> <OTRS_TICKET_StateID> <OTRS_TICKET_StateType> <OTRS_TICKET_Priority> <OTRS_TICKET_PriorityID> Best Regards / Cordialement ----- Placide -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de otrs-request(a)otrs.org Envoyé : jeudi 16 avril 2015 12:00 À : otrs(a)otrs.org Objet : otrs Digest, Vol 79, Issue 6 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. Re: morge tickets - message body (Gerald Young) 2. Re: otrs Digest, Vol 79, Issue 5 (Placide Lysias NJAMI) 3. Re: merge tickets - message body (Jakub Szczepa?czyk) ---------------------------------------------------------------------- Message: 1 Date: Wed, 15 Apr 2015 08:15:59 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] morge tickets - message body To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oUJ3yuOYnU5rsy6MHTPBGMN6+o5Gne3hxiYZ1giY3LX58w(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" SysConfig Edit Config Settings in Ticket -> Frontend::Agent::Ticket::ViewMerge On Wed, Apr 15, 2015 at 4:22 AM, Jakub Szczepa?czyk < j.szczepanczyk(a)alfavox.pl> wrote: > Hi there, > > when i merge tickets i have predefine message body: > > Your email with ticket number <OTRS_TICKET> is merged to > <OTRS_MERGE_TO_TICKET>. > > How to add more variables to this message like subject: > > Your email with ticket number <OTRS_TICKET> TICKET_SUBJECT is merged > to <OTRS_MERGE_TO_TICKET>. > > -- > Jakub Szczepa?czyk > > --------------------------------------------------------------------- > 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

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Controlling Email Notification in OTRS !!
by Senthil Kumar 17 Apr '15

17 Apr '15

Hi, I have a OTRS system with around 600 users. To avoid everyone can enable Email notification for new ticket, ticket update and ticket move, I want to create a control mechanism. Wherein only root@localhost can give permission for Notification through email. I have tried in disabling the option from Sysconfig => Ticket -> Frontend::Agent::Preferences "New Ticket notifify" and others. But this hides the option in both Agent console and root@localhost admin console. Is there a way, I can create a role, group or ACL to contol which users can enable notification through email, to avoid the load in Email server. Senthil

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morge tickets - message body
by Jakub Szczepańczyk 15 Apr '15

15 Apr '15

Hi there, when i merge tickets i have predefine message body: Your email with ticket number <OTRS_TICKET> is merged to <OTRS_MERGE_TO_TICKET>. How to add more variables to this message like subject: Your email with ticket number <OTRS_TICKET> TICKET_SUBJECT is merged to <OTRS_MERGE_TO_TICKET>. -- Jakub Szczepańczyk

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Re: [otrs] otrs Digest, Vol 79, Issue 5
by Placide Lysias NJAMI 15 Apr '15

15 Apr '15

Hi Jacub, To change the message when merging tickets, go to Admin -> SysConfig Edit Config Settings in Ticket -> Frontend::Agent::Ticket::ViewMerge There you have the message to modify. Best Regards / Cordialement ----- Placide -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de otrs-request(a)otrs.org Envoyé : mercredi 15 avril 2015 12:00 À : otrs(a)otrs.org Objet : otrs Digest, Vol 79, Issue 5 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. morge tickets - message body (Jakub Szczepa?czyk) ---------------------------------------------------------------------- Message: 1 Date: Wed, 15 Apr 2015 10:22:56 +0200 From: Jakub Szczepa?czyk <j.szczepanczyk(a)alfavox.pl> Subject: [otrs] morge tickets - message body To: otrs(a)otrs.org Message-ID: <552E1FE0.4030704(a)alfavox.pl> Content-Type: text/plain; charset=utf-8; format=flowed Hi there, when i merge tickets i have predefine message body: Your email with ticket number <OTRS_TICKET> is merged to <OTRS_MERGE_TO_TICKET>. How to add more variables to this message like subject: Your email with ticket number <OTRS_TICKET> TICKET_SUBJECT is merged to <OTRS_MERGE_TO_TICKET>. -- Jakub Szczepa?czyk ------------------------------ --------------------------------------------------------------------- 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 79, Issue 5 ***********************************

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KIX4OTRS 7
by Placide Lysias NJAMI 13 Apr '15

13 Apr '15

When the release of kix4otrs 7 to work with OTRS 4.0 ? Cdt ! Placide

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Password protecting OTRS (via apache config) - apache 2.2 -> 2.4
by henka＠cityweb.co.za 12 Apr '15

12 Apr '15

Greets, I know this is more of an Apache question, but hopefully someone else has experienced this and knows the answer. We've been using OTRS on Apache 2.2 for many years, and we've had a two-level login system using the following apache config in otrs.sitename.com.conf which has worked well: Directory "/opt/otrs/bin/cgi-bin"> order deny,allow deny from all AllowOverride Limit allow from 1.1.1.1 2.2.2.2 AuthType basic AuthName "Helpdesk" AuthUserFile /www/etc/users.helpdesk require valid-user Satisfy all </Directory> ie, you get authenticated via the above pw file, and also restricted based on IP. Now, we have an apache 2.4 server, and things have changed somewhat, and the above login system no longer works at all (trimmed down to basics): <Directory "/opt/otrs/bin/cgi-bin"> Require all denied AuthName "Helpdesk" AuthType Basic AuthUserFile /www/etc/users.helpdesk Require valid-user </Directory> I'd appreciate any pointers. Thanks Henk

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innodb_log_file_size in OTRS 4.0.7
by Alan 09 Apr '15

09 Apr '15

Reading the changes in OTRS 4.0.7, I was surprised to see this: MySQL: Added check for innodb_log_file_size setting to both the installer > and the support data collector in order to make sure it matches the minimum > requirements. > MySQL's documentation <http://dev.mysql.com/doc/refman/5.6/en/innodb-parameters.html#sysvar_innodb…> shows that: innodb_log_file_size * innodb_log_files_in_group = <redo log size> So OTRS should be checking both settings: innodb_log_file_size * innodb_log_files_in_group >= 512 MB Furthermore, the MySQL documentation shows that the redo log is (only?) used for crash recovery: http://dev.mysql.com/doc/refman/5.6/en/glossary.html#glos_redo_log So what inspired this check in the first place? And if the check is really needed, perhaps it should be added to otrs.CheckDB.pl, together with some information in the installation and upgrade manual. Alan

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How to remove individual postings (not tickets)?
by Frank Thommen 07 Apr '15

07 Apr '15

Hi, I'm sure this has already been asked in the past but I don't seem able to find any appropriate postings: How can I remove individual mails/postings (/not/ complete tickets!) in OTRS tickets? Background is, that due to technical problems I have several tickets with dozens of intermixed duplicate entries which makes these tickets almost unreadable and unusable. I'd like to remove the duplicate entries from these tickets. I don't care if this is done through the webgui or directly in the database. (But I have never dealt with the OTRS database directly so far) I'm using OTRS 3.2.9 on CentOS 5 with MySQL. Thanks in advance Frank

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