October 2016 - otrs - OTRS mailing lists

How to query unlocked Tickets with unanswered customer request
by otrs otrs 26 Oct '16

26 Oct '16

Hi Folks, first of all, thanks evryone in advance how can help me. My Situation is, that i have round about 200 open and new Tickets. Not all of them are locked by an Agent. Now I want ot have an overview off all unlocked Tickets where the customer have done some request to the ticket. For example. A customer sends an request to our OTRS-System. But this request will not get locked by an Agent. Because there is so much work And after a while the same customer will send to the same ticket a request to get to know the state of work. But now one answer to him. And after a while he send the third request to the same tickets....and so one. Perhaps this could be done by a datanbase query. Hase anyone some experinece with that. Thanks a lot Bye Marvin

2 1

Reordering attributes in view of new phone ticket.
by Jesus Rivera 21 Oct '16

21 Oct '16

Good evening, I have a question, as I can change the order of attributes in the view of the module New Phone ticket ?? That is need to change the order, for example, the default name is second, as you would to place it in the last, so the same with the dynamic fields? I want to place them anywhere. I appreciate the help very much !!! PS: Excuse my bad English !! Speak Spanish.

3 4

Installation issue, can not login
by David Lang 21 Oct '16

21 Oct '16

Hello everyone, I got a problem with the installation of otrs-5.0.13. It should run on a ubuntu 16.04 server with apache as a webserver and MariaDB as database. I followed the installation procedure on https://otrs.github.io/doc/manual/admin/stable/en/html/manual-installation-… until step 9. Unfortunately I'm not able login with the password provided in step 8. Has anyone encountered that problem before? If not, has someone an idea what causes the problem? If asked I will provide additional information about my system. Kind Regards, David

2 2

OTRS config
by claude 20 Oct '16

20 Oct '16

Hi, I can't change Ticket::Frontend::AgentTicketCompose###StateDefault Any idea ? Thanks and regards Claude

3 4

How to print all templates by queue
by claude 12 Oct '16

12 Oct '16

Hi, I want to print all templates by queues but when I extract from SQL base, I have HTML language. And I found nothing in OTRS to perform this. If somebody have un idea ? Thanks and regards Claude

1 0

(conditionally) forbidding the creation of tickets via e-mail
by Olivier Macchioni 11 Oct '16

11 Oct '16

Hello dear OTRS list, I'm faced with the current challenge. For incoming e-mails read by OTRS (IMAP or POP), I need the following behaviour: 1- OTRS ticket number in the ticket -> add an article to the corresponding ticket, as usual 2- Whitelisted sender e-mail address -> create a new ticket, as usual 3- Other sender e-mail address -> send a specific e-mail to the sender, ie "You cannot create a ticket this way, please use our contact form" and don't record anything in OTRS And do this only for certain specific IMAP / POP boxes... It would possibly be acceptable to still accept the e-mails in the case (3) but move them to another queue or auto-close them. This doesn't seem to be a feature available out-of-the box. Does anyone have an idea on how to manage such cases? I'm thinking I could work with Kernel::System::PostMaster::Filter::CMD - the script would analyse if the mail falls in category (3) and if yes, set X-OTRS-Ignore Of course to evaluate (1) I'll need to do some heuristics based on the format of the ticket... or connect to the OTRS DB and do a lookup, which is a bit more complex. but the heuristic should more or less work. Would this be the best approach?... Any other suggestion? Thanks, Olivier

2 1

SSL Log "errors"
by Christian Deligant 10 Oct '16

10 Oct '16

Hello, Since I updated to otrs 5 I have the log entry every 10 minutes There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: [Mon Oct 10 14:10:12 2016] otrs.Daemon.pl: using SSL support of Net::POP3 3.05 instead of SSLGlue at /usr/share/perl5/Net/SSLGlue/POP3.pm line 12. I googled and found out that probably it is not an error but a notice. Nonetheless, I would like to keep the log clean: how to avoid this line? About the system: Ubuntu 16.04.01 LTS It is the only error in the log All the accounts fetched are on POP3TLS from a server with self-signed certificate. Thank you for your help

2 8

Default value for Ticket::Frontend::AgentTicketSearch###Defaults###SearchInArchive
by Patrick Banholzer 04 Oct '16

04 Oct '16

Hello, we just upgraded to OTRS 5.0.13 and wonder why Default value for "Ticket::Frontend::AgentTicketSearch###Defaults###SearchInArchive" stopped working. We discussed this before in march. After my email n 24th march Martin Gruner added the values to the code: https://github.com/OTRS/otrs/commit/a59f383b5adf3f328ad61b4fb6b07d9429c7696e First of all, this was translated to the German version of SysConfig. Should I put in "NichtArchivierteTickets" or "NotArchivedTickets". None of the options work, so this seems to be broken. The default value remains at "all tickets". Is this a bug or am I wrong? Best regards, Patrick Banholzer -- ------------------------------------------------------------------------ *Patrick Banholzer* IT Infrastruktur Services und IT Betrieb patrick.banholzer(a)stz-softwaretechnik.de IT-Designers-Logo *STZ Softwaretechnik* Entennest 2 73730 Esslingen https://www.it-designers-gruppe.de <https://www.it-designers-gruppe.de/> STZ-Leiter: Prof. Dr. Joachim Goll Zentrale: Steinbeis GmbH & Co. KG für Technologietransfer Geschäftsführung/Management Board: Prof. Dr. Michael Auer (Vorsitz/Chair), Dipl.-Kfm. Manfred Mattulat Registergericht Stuttgart, HRA 12 480 Komplementär: Steinbeis-Verwaltungs-GmbH, Registergericht Stuttgart HRB 18 715 USt-IdNr. DE 190606404

1 1

Customer company menu item not visible
by Bene 04 Oct '16

04 Oct '16

Hi, Under the menu item Customers I see 2 options, Customer Information Center and Customer User Administration. I have configured the logins of agents and customers via both the OTRS DB and LDAP. Since I've done that I seem to be missing an option in the Customers menu where I could go to the company overview. Maybe because of the accounts in AD? If I use the link index.pl?Action=AdminCustomerCompany I can still access the companies. Any idea why the link isn't showing in the menu? Frontend::Module###AdminCustomerCompany is enabled. Thanks, Bene --- Dit e-mailbericht is gecontroleerd op virussen met Avast antivirussoftware. https://www.avast.com/antivirus

1 0

Reply on Archived ticket
by Dion van Adrichem 02 Oct '16

02 Oct '16

Hello, I have an automatic task which Archives closed tickets after 3months. At the same time these tickets are placed to an Archive-queue to further limit access to these old tickets. The queue is setup to discard replies, and the client receives the discarded message correctly. So that Archived tickets stay archived. We notice that clients don't really read the discard message and never send the follow-up in as new ticket. This leads to the wish to automatically create a new ticket for a reply to an archived ticket. Can this be done? Maybe using the Postmaster Filters? What would be the best approach? Thanks in advance for your insight! Regards, Dion

2 2