July 2016 - otrs - OTRS mailing lists

Re: [otrs] Upgrade OTRS 3.0.7 to otrs 5
by Frank Thommen 08 Jul '16

08 Jul '16

> Yes, you can see this: > http://otrs.github.io/doc/manual/admin/stable/en/html/upgrading.html > > If you are running a lower version of OTRS you have to follow the upgrade > path to 4 first (3.0->3.1->3.2->3.3->4)! You need to perform a full upgrade > to every version in between, including database changes and the upgrading > Perl script. What I don't understand: Does the sentence "You need to perform a full upgrade to every version in between" only refer to the situation when you start from a version lower than 4 or also for start versions above 4? From 4.0.1 -> 5.0.9 do I have to go through 4.0.1->4.0.2->4.0.3->...->5.0.9 or can I jump directly 4.0.1->5.0.9? And if all intermediate steps are required: What do I use as 5.0: 5.0.0.rc1? I'm using RPM packages and there is no 5.0.0 package on ftp://ftp.otrs.org/pub/otrs/RPMS/rhel/6/. frank

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Innodb warning
by Placide Lysias NJAMI 08 Jul '16

08 Jul '16

Dear, How to correct the warning message we have on our OTRS system registration? (See below) InnoDB Log File Size (5 MB): The setting innodb_log_file_size must be at least 256 MB. Thanks in advance! Best Regards / Cordialement ----- Placide NJAMI | HEAD OF IT DEPARTMENT GOLDEN EXOTICS LTD - GHANA P.O. Box K.I.A. 16105 - ACCRA Email: p.njami(a)gelgh.com<mailto:p.njami@gelgh.com>

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"Title" field on AgentLockedView
by Lars Jørgensen 07 Jul '16

07 Jul '16

Hi, We are wondering how to change the "Title" field on T icket::Frontend::AgentTicketLockedView to actually show the ticket title instead of the weird combination of last poster and last subject. In Ticket::Frontend::AgentTicketLockedView###DefaultColumns I can see the field "Title" which is the above combo-thingie. I tried to locate a list of all available ticket attributes to see if there was another field showing the actual title, but my google skills failed me. We are on OTRS 5. Any suggestions? -- Lars

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OTRS4 API call from Core AgentTicketZoom js
by Pritesh BHEEMANEE 06 Jul '16

06 Jul '16

Hello, I am using OTRS 4.0.10-02. I would like to know how to make an api call from js/Core.Agent.TicketZoom.js in order to display customer detail on AgentTicketZoom.tt page under "Customer Information" section. I may miss other files or this may not be the best method to do it. Please let me know if you have any idea. Thanks again. Best Regards, Pritesh Bheemanee OTRS 4.0.10-02 PostgreSQL 9.3.5 Perl 5.10.1 (linux) is used. OS: Cent OS 6.5

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Mail fetch frequency only updated on daemon restart?
by Frank Thommen 05 Jul '16

05 Jul '16

Dear all, I have the impression - but I could not find a reference to this -, that changes in Sysconfig Daemon::SchedulerCronTaskManager::Task###MailAccountFetch are only becoming active after manually stopping and restarting the OTRS Daemon. Is that the case? I'd find this strange, as I'd intuitively assume, that all changes done in SysConfig are activated with immediate effect w/o requiring a manual restart/reload of the daemon. Our OTRS version is 5.0.9 on CentOS 6.8. Cheers frank

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Survey SendInHoursAfterClose
by Pritesh BHEEMANEE 05 Jul '16

05 Jul '16

Hello, I have installed Survey package 4.0.1 on OTRS 4. I changed value of Survey::SendInHoursAfterClose to 2 from 0 in order to send an survey email after 2 hours for all closed tickets but it is not sending survey mail after 2h. Survey::SendInHoursAfterClose Defines the amount in hours a ticket has to be closed to trigger the sending of a survey, ( 0 means send immediately after close ). Default Value: 0 (working) New Value: 2 (Not working ) PS: I know that it not possible to put 30 mints without development but i believe it should work as its an integer value. Thanks in advanced. Best Regards, Pritesh Bheemanee OTRS 4.0.10-02 PostgreSQL 9.3.5 Perl 5.10.1 (linux) is used. OS: Cent OS 6.5

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Pictures of customers
by Lars Jørgensen 05 Jul '16

05 Jul '16

Hi, On OTRS 3 we had created an awful hack to show pictures of the customers in the ticket zoom view: [ 'UserLogin', 'Picture', 'sAMAccountName', 1, 1, 'var', '#"><img src="/pictures/$Data{"UserLogin"}.jpg"></a><a href="#', 0 ], It was done in the LDAP-configuration for CustomerUser in Config.pm where LDAP fields are mapped to OTRS fields. We've upgraded to the latest version 5 today (and, wow, OTRS looks great now!). It seems that $Data{"UserLogin"} no longer exists. Is there another way of doing the above? If possible, I would love a cleaner implementation, possibly using Dynamic Fields. -- Lars

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