January 2019 - otrs - OTRS mailing lists

Change text size in Agent Interface
by Alexis HAUSER 13 Feb '19

13 Feb '19

Hi, I am trying to change the size of the displayed messages when you read a ticket. Any idea how to do so ? There is a sysconfig parameter about text size but it only changes the size of the emails sent from "New Email Ticket". Regards Alexis

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TicketAgentMerge Inform Sender => disable by default
by Ml Ml 30 Jan '19

30 Jan '19

Hello List, after Updating to OTRS 6 the "Inform Sender" Box is ticket by default if i merge tickets. <input type="checkbox" id="InformSender" name="InformSender" value="1" [% Data.InformSenderChecked | html %]/> How can i disable (uncheck) it by default? Cheers, Mario

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One OTRS server dealing with two URL/DNS ?
by JAOUEN Egareg 27 Jan '19

27 Jan '19

Hi all ! I am wondering if it is possible to configure OTRS to deal with two different URL ? For example, I installed one OTRS server on www.otrs.example.com<http://www.otrs.example.com> and I would like to use the same OTRS service on www.ticket.example.com<http://www.ticket.example.com>. I would like to be sure that customers dealing with www.ticket.example.com<http://www.ticket.example.com> won’t be annoyed by links pointing to www.otrs.example.com<http://www.otrs.example.com> in the replies. First of all, I created two distinct queues. Then, I created two distinct groups both for agents and customers. I created two distinct email addresses (both for receiving and sending). I can add a DNS entry to point to the public IP where my OTRS server is hosted. But, can I configure OTRS to deal with those two DNS entries/URL ? Thanks, [cid:image001.png@01D49953.9A536940] Egareg JAOUEN Ingénieur Recherche&Développement Tel : +33 2 31 35 34 81 │ egareg.jaouen(a)elitt.com<mailto:egareg.jaouen@elitt.com>

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Tickets count (open, closed) by Customer by Month
by Edson Richter 23 Jan '19

23 Jan '19

How can I extract a report by customer by month with column for total open and total closed? Something like: Customer | Year-Mo | Total Open | Total Closed | Custom X | 2018-12 | 999999 | 999999 | Custom X | 2019-01 | 999999 | 999999 | Total Customer X | 9999999 | 999999 | Custom Y | 2018-12 | 999999 | 999999 | Custom Y | 2019-01 | 999999 | 999999 | Total Customer Y | 9999999 | 999999 | Thanks in advance, Edson Richter Soli Deo Gloria.

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otrs.GenerateDashboardStats.pl maxing out CPU
by Nick Bright 22 Jan '19

22 Jan '19

How can I determine what otrs.GenerateDashboardStats.pl is doing that's maxing out my CPU - this is causing poor UI response for my agents working tickets. System is CentOS 6 with OTRS 3.3 (yes, I know it's old). When I take a look at strace for the PID, it's constantly doing stat("/etc/localtime", {st_mode=S_IFREG|0644, st_size=3543, ...}) = 0 I've kill -9'd the PID for now, but it's re-occurring every hour or so; I'd guess from the OTRS Scheduler. Any suggestions on how to identify? -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------

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Email pre filter. Dynamic field. Existing ticket.
by Anthony F McInerney 18 Jan '19

18 Jan '19

Hi all. I'm using the post master pre filter to match subject and set dynamic field. On a new email ticket that works perfectly. For existing tickets. The email is received. Dynamic field gets set in the email. But in the existing ticket that the email goes into the dynamic field is not updated. Can anyone help? Many thanks. Anthony.

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Re: [otrs] otrs Digest, Vol 124, Issue 1 AgentTicketZoom Status 500 after update 5 > 6.0.15
by MikeMorris 07 Jan '19

07 Jan '19

Not sure how useful this feedback is, but over our Christmas break I updated: 3.3.6 -> 3.3.20 -> 4.0.33 -> 5.0.33 -> 6.0.15 (PHEW!!!) and had no such problems. However, I *was* using the tar.gz method, and I stopped at 4.x & 5.x just long enough to check basic functionality, then did the next upgrade. When I got to 6, I did have some troubles, but not the one you describe. However I think that the tar.gz may do you some good if you: Unpack it to a NEW directory Use a Directory "Diff" utility to compare ("Meld" or even just "mc") This will help you find missing files and compare content of different sized files, particularly, "/opt/otrs//Kernel/Modules/AgentTicketZoom.pm line 734" Wish I could help more... Good luck! On 2019-01-07 14:08, otrs-request(a)lists.otrs.org wrote: > > Message: 2 > Date: Wed, 2 Jan 2019 16:25:54 +0000 > From: Pedro Lobo <plobo(a)ubiwhere.com> > To: otrs(a)lists.otrs.org > Subject: [otrs] AgentTicketZoom Status 500 after update 5 > 6.0.15 > Message-ID: > <CAOXmjHg_aWo+TV36tp+U6u8syJHttyRPFHXYhoacZR-gv+3twQ(a)mail.gmail.com> > Content-Type: text/plain; charset="utf-8" > > Hi All, > > I've been holding off updating to version 6 for a while now. Finally > bit > the bullet and Murphy was watching so things went bad :( > > Updated to latest patch level of 5 (5.0.33) before updating to 6. > Followed > the instructions to the letter and used RPM method to update and > install > needed dependencies. Migrate script and everything went ok without any > issues. The only error I got at the time was updating ITSM packages via > command-line, but downloaded OPM and updated ITSM using the bundle. > > All seemed ok until I tried to view a ticket. As soon as I try, I get a > status 500 with the error message "'t locate object method > "ArticleContentIndex" via package "Kernel::System::Ticket" at > /opt/otrs//Kernel/Modules/AgentTicketZoom.pm line 734" > > I've seen a couple posts and most state the problem went away in the > following update or by updating using tar.gz. > > Since I'm on the latest update, can't update again and don't want to go > the > tar.gz way unless it's absolutely necessary. So would appreciate some > indications here if you've come across this issue when updating. > > TIA, > Pedro

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Auto Creation of CustomerID to match Customer User?
by MikeMorris 07 Jan '19

07 Jan '19

I've just made the long trek from version 3.3.6 to 6.0.15. I love the new version's GUI improvements and much of the new functionality, not all of which I've figured out yet! In particular the Customer / CustomerUser relationship is giving me trouble. I think I understand it (that CustomerID is a "company" or "group" of CustomerUsers). Since we don't need that functionality, (we are "B2C", not "B2B") I have: * CustomerCompanySupport => 0, in my Config.pm. In 3.3 when a new/potential customer emailed into our main "info" queue, we would: * copy the customer's email address * select "Customer" from the menu * Paste the email into both the "CustomerID" and "CustomerUser" input fields This worked as expected; all the customer's tickets could be found searching by email. However, now in the "People-Customer" menu popup we can only paste the new email address into Customer User; the CustomerID field is disabled and since the pasted email is new, no Customer ID is available. My Question: Is there a way to avoid manually creating a CustomerID / CustomerUser pair for each new client? I'm fairly sure I'm missing something obvious, but I've spend the last 3 days searching docs, playing with Config.pm, examining the data in ticket & customer_user tables, etc., and I have failed to get it to work as desired. I look forward to any help you can give! Thank you in advance, MikeM

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AgentTicketZoom Status 500 after update 5 > 6.0.15
by Pedro Lobo 07 Jan '19

07 Jan '19

Hi All, I've been holding off updating to version 6 for a while now. Finally bit the bullet and Murphy was watching so things went bad :( Updated to latest patch level of 5 (5.0.33) before updating to 6. Followed the instructions to the letter and used RPM method to update and install needed dependencies. Migrate script and everything went ok without any issues. The only error I got at the time was updating ITSM packages via command-line, but downloaded OPM and updated ITSM using the bundle. All seemed ok until I tried to view a ticket. As soon as I try, I get a status 500 with the error message "'t locate object method "ArticleContentIndex" via package "Kernel::System::Ticket" at /opt/otrs//Kernel/Modules/AgentTicketZoom.pm line 734" I've seen a couple posts and most state the problem went away in the following update or by updating using tar.gz. Since I'm on the latest update, can't update again and don't want to go the tar.gz way unless it's absolutely necessary. So would appreciate some indications here if you've come across this issue when updating. TIA, Pedro

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Pending state new ticket
by William Edwards | Cyberfusion 02 Jan '19

02 Jan '19

When I create a new ticket I can only choose states with type 'open'. When I create a new ticket I often want to use state with name 'waiting for customer' which is of type 'pending auto'. How do I set OTRS to allow me to choose a state with type 'pending auto' or 'pending reminder' for new tickets I create from the admin interface? Met vriendelijke groet, with kind regards, William Edwards Cyberfusion - Hosting voor webbureaus en bedrijfskritische applicaties W. https://www.cyberfusion.nl/ E. wedwards(a)cyberfusion.nl T. 040 - 711 44 96

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