July 2016 - otrs - OTRS mailing lists

Change notification language
by Personal Técnico 26 Jul '16

26 Jul '16

Hi, I have created a new automatic response (in spanish) after new ticket creating. Once I have configured my queue with that automatic response, I suppose I would receive in spanish the mail from ticket creation... but I continue receiving in english. What must I reconfigure? Thanks.

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Attachment Column in the State View
by Úr Balázs 25 Jul '16

25 Jul '16

Hi, I would like to add a new column to the State View, which shows an icon, if the last customer email of the ticket has an attachment. I added "Body" to the Ticket::Frontend::AgentTicketStatusView###DefaultColumns, which shows the last customer email when hovering with the mouse on it. Attachment doesn't work with the same way, an empty column is displayed. Has anybody an idea, how to show an attachment icon in a new column? Regards, Balázs

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New created service
by Carlos Alberto Diana 20 Jul '16

20 Jul '16

I've created a new service, and when I try to generate a "New Phone Ticket", I can't choose the new service because it isn't in the list. Any help? The new service has the same parameters than others, but the name. ___________________________________________________________________ IMPORTANTE: El texto, documentos y archivos que acompañan a esta transmisión, contienen información confidencial la cual es legalmente secreta. Esta información puede ser usada únicamente por el destinatario cuyo nombre aparece inserto en esta transmisión. Si usted ha recibido esta transmisión por error, notifíquenos inmediatamente por esta misma vía, y borre el archivo y sus anexos. Se hace de su conocimiento por medio de esta nota, que cualquier divulgación, copia, distribución o toma de cualquier acción derivada de la información confiada en esta transmisión, queda estrictamente prohibido, el incumplimiento de esto genera responsabilidad legal. IMPORTANT: The text, documents and files attached to this transmission contain confidential information that must be kept secret by law. This information is for the exclusive use of the specified recipient whose name appears in this transmission. If you have received this message by mistake, please notify us immediately by return e-mail and delete the file and its attachments. You are hereby notified that any dissemination, copying, distribution or adoption of any action arising from the confidential information contained herein is strictly prohibited. Any violation will be penalized by law. ___________________________________________________________________

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Re: [otrs] Allowing agents to always select a customer code
by Bene 20 Jul '16

20 Jul '16

Hi Renee, thanks for the info. Changing CustomerIDReadOnly in the SysConfig works. Is there a way to get a list of companies in the Customer code field, or with a kind of type ahead search? Working with contacts might make it easier but there is no easy way for us to make all the customer contacts in advance. I'm wondering how other folks are handling this. Kind regards, Benedict > > ---------- Forwarded message ---------- > From: *Renee B* <otrs.list(a)perl-services.de > <mailto:otrs.list@perl-services.de>> > Date: 2016-07-12 10:38 GMT+02:00 > Subject: Re: [otrs] Allowing agents to always select a customer code > To: otrs(a)lists.otrs.org <mailto:otrs@lists.otrs.org> > > > Am 12.07.2016 um 10:35 schrieb Bene: > > Hi, > > thanks Never Min and Sujeeva for the answers. > > I found these settings also and did both these changes. > Agents can now select all the default services. > > The customer code field is still grayed out by default. > I doesn't prevent the agents from creating a ticket so that's good. > However, I would like them to be able to select the customer company. > > Any idea on how to allow this without creating a customer for a > given customer code (company)? > > > Search for CustomerIDReadOnly in the SysConfig... > > > Thanks, > Benedict > > > > -- > Perl / OTRS development: http://perl-services.de > OTRS AddOn repository: http://opar.perl-services.de > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >

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Performance trouble,
by Mimiko 12 Jul '16

12 Jul '16

Hello. I've installed otrs v.5 on a physical server with apache and mod_perl2. The backend DB is Mysql on different physical server in same LAN. The problem is with slow page opening. Every page takes 15-20 second to open: Tickets, Dashboard, Customers, Admin. I've monitored servers and nor Mysql server, nor apache server is fully loaded during pages navigation. How can I debug the problem and speed up the otrs? Thank you

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Re: [otrs] Allowing agents to always select a customer code
by Bene 12 Jul '16

12 Jul '16

Hi, thanks Never Min and Sujeeva for the answers. I found these settings also and did both these changes. Agents can now select all the default services. The customer code field is still grayed out by default. I doesn't prevent the agents from creating a ticket so that's good. However, I would like them to be able to select the customer company. Any idea on how to allow this without creating a customer for a given customer code (company)? Thanks, Benedict > From: *Sujeeva Tissaarachchi* <sujeeva_t(a)yahoo.com > <mailto:sujeeva_t@yahoo.com>> > Date: 2016-07-12 7:41 GMT+02:00 > Subject: Re: [otrs] Allowing agents to always select a customer code > To: "User questions and discussions about OTRS." <otrs(a)lists.otrs.org > <mailto:otrs@lists.otrs.org>> > > > Hi > > To facilitate all services available to agents, you have two methods > > 1. If agent is also defined as a customer, then use "customer user > <--> services" section in admin panel and assign services to > agent/customer > 2. Alternatively, make required services as Default Services using > "Edit Default Services" link in "customer user <--> services" section > Best Regards, > Sujeeva Tissaarachchi > > > ------------------------------------------------------------------------ > *From:* Never Min <never.min(a)gmail.com <mailto:never.min@gmail.com>> > *To:* User questions and discussions about OTRS. <otrs(a)lists.otrs.org > <mailto:otrs@lists.otrs.org>> > *Cc:* User questions and discussions about OTRS. <otrs(a)otrs.org > <mailto:otrs@otrs.org>> > *Sent:* Tuesday, 12 July 2016, 9:05 > *Subject:* Re: [otrs] Allowing agents to always select a customer code > > > - Same question about services. I want the agents to be able to > select all the > services. > > > > First set Ticket::Service::Default::UnknownCustomer to YES > http://your.otrs.host//otrs/index.pl?Action=AdminSysConfig;Subaction=Edit;S… > > and edit default service: > http://your.otrs.host/otrs/index.pl?Action=AdminCustomerUserService > > I hope this will help you. > > > -N > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >

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Allowing agents to always select a customer code
by Bene 12 Jul '16

12 Jul '16

Hi, I'm in the process of customizing an OTRS 5 installation. When creating a new ticket, the customer code is grayed out, unless you select an already created customer. I would like to allow the Agent to be able to select the customer code, even if the customer doesn't exist. We don't know in advance who is going to contact us from an organization so the customer is usually the email, and the customer code is the company name. We do have a list of customer code. - How do I allow the agents to always be able to select the customer code? - Same question about services. I want the agents to be able to select all the services. I think this can do this with ACL's? Anyone who has done this? Regards, Benedict

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Rappel : Error After Upgrade
by Placide NJAMI 11 Jul '16

11 Jul '16

Placide Lysias NJAMI souhaite rappeler le message « Error After Upgrade ».

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Error After Upgrade
by Placide Lysias NJAMI 11 Jul '16

11 Jul '16

Dear All, After an upgrade from: OTRS+ITSM 5.0.8 to OTRS+ITSM 5.0.10 (KIXCore 5.0.2); (KIX4OTRS 8.0.2) to (KIXCore 5.0.4); (KIX4OTRS 8.0.8) We have the error below (from Recent Log Entries): Time: Mon Jul 11 14:10:08 2016 Facility: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-43 Message: There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: Error: Can't use an undefined value as a HASH reference at /opt/otrs/KIX4OTRS/Kernel/System/CustomerCompany.pm line 64. Regards, Placide Lysias NJAMI

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OTRS 3.3 question - How to figure out problem data???
by Lambrecht, Charles 08 Jul '16

08 Jul '16

Hello OTRS List, I just upgraded to OTRS 3.3 and am working on cleaning up any issues before upgrading to 4 and then 5. Occasionally I see the error message below in the system log and further details are in the apache error log. After searches and reading, I understand I have some data in my config files that didn't get upgraded properly or converted when upgrading and usually it is related to dynamic fields. Our OTRS instance is pretty generic (no customizations), but has been upgraded over the past ten years through various versions and most recently to 3.3. Everything is working, but the occasional error message *bugs* me. I've reviewed settings, but everything looks good. I'm looking for pointers on how to identify the problem field! >From the apache error log (and this usually happens when an agent logs in but can happen when changing screens - the user doesn't get an error message) ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Fri Jun 24 15:28:55 2016 Message: Data was only readable pure-perl YAML module, please contact the System Administrator to update this record, as the stored data is still in a wrong format! RemoteAddress: (deleted) RequestURI: /otrs/index.pl?Action=AgentDashboard Traceback (24865): Module: Kernel::System::YAML::Load (OTRS 3.3.15) Line: 150 Module: Kernel::System::DynamicField::DynamicFieldGet (OTRS 3.3.15) Line: 311 Module: Kernel::System::DynamicField::DynamicFieldListGet (OTRS 3.3.15) Line: 965 Module: Kernel::Output::HTML::DashboardEventsTicketCalendar::new (OTRS 3.3.15) Line: 43 Module: Kernel::Modules::AgentDashboardCommon::_Element (OTRS 3.3.15) Line: 789 Module: Kernel::Modules::AgentDashboardCommon::Run (OTRS 3.3.15) Line: 569 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.15) Line: 915 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 41 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 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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