September 2016 - otrs - OTRS mailing lists

Tickets Event Calendar
by Personal Técnico 28 Sep '16

28 Sep '16

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Customer user list from both AD and DB
by Bene 27 Sep '16

27 Sep '16

Hi, Previously when we worked with customers authenticating vs. the OTRS DB, the customer user list contained all the customers in the database. We changed Config.pm to allow the customers to also authenticate vs. the AD, and inserted a 2nd authentication method vs the OTRS DB. However, the Customer User administration only shows those customers from the AD, not the customer user from the OTRS DB. How can I included both in the list? Thanks, Bene

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More on my database issue.
by James P Dehnert Sr 26 Sep '16

26 Sep '16

Greetings Everyone I decided to disable Selinux. Thats really not a good way to go, but I'm still learning about it and I don't know enough about selinux yet top ensure that its not the problem. I am seeing a very specific error now. It happens when I try to go to the Changes Overview page. The web server reports an INternal Server Error, and the log file shows this: [Mon Sep 26 12:02:46 2016] -e: DBD::mysql::st execute failed: Table 'otrs.change_item' doesn't exist at /opt/otrs//Kernel/System/DB.pm line 666. ERROR: OTRS-CGI-12 Perl: 5.16.3 OS: linux Time: Mon Sep 26 12:02:46 2016 Message: Table 'otrs.change_item' doesn't exist, SQL: 'SELECT COUNT(c.id) FROM change_item c WHERE ( c.change_state_id IN (43) ) ' RemoteAddress: 10.50.104.80 RequestURI: /otrs/index.pl?Action=AgentITSMChange Traceback (2719): Module: Kernel::System::ITSMChange::ChangeSearch Line: 2224 Module: Kernel::Modules::AgentITSMChange::Run Line: 185 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1053 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 Module: (eval) (v1.99) Line: 207 Module: ModPerl::RegistryCooker::run (v1.99) Line: 207 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173 Module: ModPerl::Registry::handler (v1.99) Line: 32 [Mon Sep 26 12:02:46.694578 2016] [:error] [pid 2719] Can't use an undefined value as an ARRAY reference at /opt/otrs//Kernel/Modules/AgentITSMChange.pm line 215.\n Any ideas? I will keep looking. -- Thanks, James “Zeke” Dehnert Enphase Energy | Senior Linux Administrator [http://dehnert.users.sonic.net/images/Enphase-sig.jpeg] (707)763.4787 x7636 // Office GPG Fingerprint: E899 A10A 960D 4B6C 22D2 8FC2 EA5E4E81 The information contained in this message may be privileged and confidential. It is intended to be read only by the individual or entity to whom it is addressed or by their designee. If the reader of this message is not the intended recipient, you are on notice that any distribution of this message, in any form, is strictly prohibited. If you have received this message in error, please immediately notify the sender and delete or destroy any copy of this message!

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how to show process ticket selection on customer user interface?
by Jimmy SUNG 26 Sep '16

26 Sep '16

Hi All, May I ask how to show process ticket selection on customer user interface? Best Regards, JS

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Delete some tickets
by Personal Técnico 23 Sep '16

23 Sep '16

Hi, I'm running OTRS 5. For testing purposes, I created some tickets that, now, I would like to delete. How can I remove them? Directly from database? Thanks.

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Agent and User simultaneously
by Dimitrakakis Georgios 23 Sep '16

23 Sep '16

Dear all, Is there a way for an agent to login as a customer? I have setup my OTRS to authenticate users (both agents and customers) via Active Directory but although they are listed my agents cannot login through the customer portal. Is there something I can do in order to allow them to login as customers? I would like to have this functionality because it's required my agents to be able to submit tickets to queues on which they are not owners. I can create a new ticket for the "Agent" itself via the Tickets->New Ticket but because it is created on another queue the agent can no longer find it from anywhere but the link that was send to the agent's mailbox. In general what is the best way to handle an agent that must be a user at the same time? Regards, G. ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

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Customer Information Center Search
by Dimitrakakis Georgios 21 Sep '16

21 Sep '16

Hi! I am trying to remove redundant information from the search function of Customer Information Center. So far the search box is the one I am attaching but I want to keep only the upper (Customer) and remove the lower (Customer User) box. How can I achieve that? I think that I have identified the file (also attached here) responsible for this to be : ~/var/httpd/htdocs/js/Core.Agent.CustomerInformationCenterSearch.js Am I correct?? If this is the file I am then why changing at the bottom of it the "TargetNS.Init = function" has no influence to the box?? Any ideas are mostly welcome! Best regards, G. ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

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Auto-expand SubQueues
by Dimitrakakis Georgios 20 Sep '16

20 Sep '16

Dear OTRS community, is there a way to have all sub queues shown automatically without forcing the users to press the little triangle (expand) button each time? Best regards, G. ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

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Empty ticket-body in agent zoom view
by Julius Haake 19 Sep '16

19 Sep '16

Dear List, I am facing a strange problem with a fresh standard setup of otrs 5.0.12. New tickets are shown empty (empty body) in AgentZoom-View. In Queue-View everything is ok, The content of the ticket (body) is visible. If I open the ticket (agentticketzoom) the body is empty. It is as if somebody would have opened an empty ticket. Queue View, everything ok: http://oi65.tinypic.com/1jw3mt.jpg Agentticketzoom, empty: http://oi65.tinypic.com/2zomamo.jpg If I switch my mailclient (outlook) to plaintext and open the ticket by mail, the body is visible, but not the auto-answer-E-Mail from OTRS! I tried three browsers (IE 11, FF 48, Chrome), everywhere the same. Its also empty if I access the customer-frontend and view the ticket. It seems to be a problem with the html-engine? Any idea? BR Julius

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Caching of the AgentDashboard page
by Ralf Hildebrandt 15 Sep '16

15 Sep '16

I do know that the AgentDashboard page uses some sort of caching, but I want to reduce the TTL to say 1 minute. Where would I do that? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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