- otrs - OTRS mailing lists

Upgrading vintage OTRS
by Matthew Bonner 13 Jan '14

13 Jan '14

Greetings, I'm currently planning an upgrade of an old - 2.4.5, circa 2009 - OTRS instance. The data migration process through to 3.3 has worked smoothly on test system which is encouraging. Obviously between such different versions there will be many differences. Interface, functionality etc. Any traps / considerations to be careful of? Perhaps others on the list have done a similar upgrade? Cheers, Matthew

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Re: [otrs] New tickets created when generic agent runs - how to turn off
by Leah Kelly 10 Jan '14

10 Jan '14

Okay, I’m sorry, I don’t know how to reply right. I just clicked on your name and it made this 'Re: otrs’ email so I hope this is right. If not, please let me know how to respond. I do not see a respond/reply. They are not alias email addresses, and a human never touches marlene(a)domain.com. I just need to know how to make their notifications go to their email that they do touch (msmith@). And not their OTRS email address (marlene@) as this only results in it being pushed back into OTRS as a new ticket. Every email address I’ve ever entered is in the PostMaster Mail Accounts and in Email Addresses (in Email Settings). Maybe I am confusing the purpose of each of them. Thank you for your quick reply and help! Leah

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New tickets created when generic agent runs - how to turn off
by Leah Kelly 10 Jan '14

10 Jan '14

Thank you, I was afraid you would say this.. :) Could you please supply me with the code modification or point me in the direction of an accurate answer to this? I have seen varying code snippets online as an answer to this question, and they don’t seem to be consistent. Since I know little about the language, I am wary of trying this without fully understanding it, or at least trusting someone else who has done it before. As an alternative, how can we change the email addresses the notes go to? Right now, they go to the agents OTRS box, which come in as new tickets. I don’t know how to make these different. I at least figured this out, so now my posting headline is inaccurate. I at first thought it was generic agent. Basically, my agents have two email addresses. In Marlene’s case, they are marlene(a)domain.com and msmith(a)domain.com. The marlene(a)domain.com emails gets sucked into OTRS and become tickets. The msmith(a)domain.com is her personal, internal email address she uses to communicate with the rest of the company. How can I set it up so that the notifications go to msmith(a)domain.com, and still have OTRS pull from marlene(a)domain.com? Also, we are running on a Linux machine, not windows, and other speed recommendations? I really really appreciate everybody's help! Forgive me for being so new! Thank you, Leah

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NewArticleIgnoreSystemSender not working
by Darshak Modi 10 Jan '14

10 Jan '14

Even if I set it to Yes , it shows details of system sender like auto-response. in customer and agent interface both. Am I missing anything here ?

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New tickets created when generic agent runs - how to turn off
by Leah Kelly 10 Jan '14

10 Jan '14

Hi ES and Gerald, thank you for your responses, There are a couple things I am trying to solve for. One problem is that when an email goes into Marlene’s (or anybody’s) queue, it has owner Admin OTRS and so when she replies, it locks and makes her the owner. This is good. Problem 1: Then she closes the ticket, but the customer will sometimes write back again. When the client writes back, it sometimes (not always) goes into the the main client.services queue (default queue) and the owner is Admin OTRS, not Marlene, so she doesn’t always see it right away. I have ‘Ticket lock after a follow up’ set to yes, but this is still happening. I also thought it would save a step if I could just make the owner Marlene if it was in Marlene’s queue, that way she wouldn’t have to click ‘lock’ or ‘reply’ to set her as the owner. She is the only person in this queue. I thought this might make it easier on them without the extra step, and thought it might solve for the problem 1 above. A separate but very big issue - our OTRS system is exceptionally slow, does anybody know what we can do to speed this up? I have tried changing a SysConfig setting (solution found online, something with saving to the db versus not), but it’s still as slow as ever. Is there anything else I can try? Thank you so much for your help! Leah

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New tickets created when generic agent runs - how to turn off
by Leah Kelly 10 Jan '14

10 Jan '14

Alright, scratch everything else. All I really would love to know (for now) is how to disable the AddNote email notification that goes out to agents. As well as any tips to improve speed. Thank you so, Leah

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UTF-8 problem, but only in Preview (L) mode
by Mike Morris 09 Jan '14

09 Jan '14

I've recently (first of the year) upgraded from 2.4 to 3.3.3 (taking all intermediate steps, etc... including DB conversion to UTF-8) I'm running on Ubuntu 13.10 and Postgresql 9.1.11. I've spent most of the day googling and testing; I'm aware that these UTF problems are brought about by Perl, specifically the Encode module, not necessarily OTRS itself. But none of my research has found a problem with these exact symptoms, and I'm not sure how to proceed. SYMPTOM is "Internal Server Error" message from apache. LOGGED ERROR from apache (2.4.x) is: * Wed Jan 08 18:31:46.889492 2014] [:error] [pid 5613] Malformed UTF-8 character (fatal) at /opt/otrs//Kernel/Output/HTML/OutputFilterTextURL.pm line 42. STEPS TO REPRODUCE: This occurs ONLY if the list is viewed in "L" mode (URL parameter "View=Preview"). I can play with the "StartHit=" URL parameter to identify the offending message. The message displays just fine when Zoomed, and I see no odd characters; however, there are PDFattachments. So, while all the errors and tracing I can do point back to Perl and Kernel/Output/HTML modules, etc... I can't see why the "L" display gets a fatal error and the Ticket Zoom display, even when displaying all articles, does not. Seems like there has to be a clue in there, but it eludes me... The UTF-8 issues are widespread, so feel free to point me at a useful resource if this is a faq or something, despite my fruitless searches :-) TIA, MikeM

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Re: [otrs] New tickets created when generic agent runs - how to turn off
by Leah Kelly 09 Jan '14

09 Jan '14

So what i want is.. If a ticket comes into Marlene’s queue, it triggers an event that immediately makes the owner Marlene (from Admin OTRS). is there another way to do this? Thank you in advance! Leah

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frequently getting 500 error
by Darshak Modi 09 Jan '14

09 Jan '14

In the middle of operation , I get such errors Error 500 of Apache Below are errors in Apache. Normally runs but in middle of any operations , suddenly comes such errors Wed Jan 08 22:42:36 2014] [error] [client 10.107.1.161] Premature end of script headers: index.pl [Wed Jan 08 22:42:39 2014] [error] [client 10.107.1.161] mkdir /opt/otrs/var/tmp/CacheFileStorable/CacheInternalState/1: Permission denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Cache/FileStorable.pm line 81 [Wed Jan 08 22:42:39 2014] [error] [client 10.107.1.161] Premature end of script headers: index.pl

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New tickets created when generic agent runs - how to turn off
by Leah Kelly 09 Jan '14

09 Jan '14

Hi Alvaro, Please see my previous post on the same subject - I apologize if I am not posting correctly; I hope they are attached. I did it using the Generic Agent, but a new ticket is created for every time it changes the ticket owner from Admin OTRS to Marlene. It is From/Subject - OTRS Notification Master - Ticket owner assigned to you by Admin OTRS. But her notifications are turned off, and so are mine. I don’t understand how to make it stop. Please help! Thank you! Leah

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