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Ticket number format
by Jean BROW 08 Dec '13

08 Dec '13

We would like to use a different ticket number format per queue, not have the single setting for the whole system. Is there a way for us to a) write our own ticket number format and b) use a different format for each queue in the system. Regards Jean

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Update 3.1 to 3.2 - Error: Can't locate object method "new" via package "version::vpp"
by Kalil Costa - Total Links 05 Dec '13

05 Dec '13

Guys, I did an update with my OTRS from version 3.1.12 to 3.2.12 I follow these steps and the system broken. http://doc.otrs.org/3.2/en/html/upgrading.html When I try to access the system htt://serverip/otrs/index.pl I received these error: Can't locate object method "new" via package "version::vpp" at /opt/otrs/Kernel/cpan-lib/version/vpp.pm line 908.\nCompilation failed in require at /opt/otrs/Kernel/cpan-lib/Apache2/Reload.pm line 179.\n Someone could help me ?

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New ticket has "Admin OTRS" as owner, but we want the agent who responses first to be owner
by Erik van Ast 04 Dec '13

04 Dec '13

Hi all, We recently installed OTRS 3.3.2 on a Windows 2012 Server after using OTRS for many years on OpenSUSE 11.2... Everything works fine (we didn't export the tickets, so database is clean) except for 2 major things. First of all, when a customer sends an email and the email is read by OTRS, a ticket is created, but the owner is "Admin OTRS" and we don't want that. We want the agent who responses first to that ticket to be the owner... I already did some searching on google, but making sure that "Ticket lock after a follow up" is set to no on the queue and that "Ticket::Frontend::AgentTicketCompose###RequiredLock" is set to YES doesn't make a difference... If an agent responses to the ticket (move to another queue for example) the owner doesn't change and we already disabled the root@localhost user... Can someone please help us out with this? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, _______________________________________________________________ Erik van Ast Please visit our new ecommerce website http://eu.suzohapp.com And we need your opinion! Please rate your experience at http://eu.suzohapp.com/survey

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New install help
by Tennant, Jacob 03 Dec '13

03 Dec '13

I just completed a manually install of OTRS 3.3.2-01 on a fresh install and on the last page it gave the default login of root@localhost and a long random character string for a password of which I copied down on my trusty notepad and triple checked it. When I went to login for the first time the system responds that the password is incorrect!!!! Is there anyway to edit a file somewhere to reset this password? It is a fresh install but I would not like to have to repeat all of the steps over again. . . -- Jacob W. Tennant IT Development Specialist Pierpont Community & Technical College Office: 304-333-3641 jacob.tennant(a)pierpont.edu

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Changing domain of users
by Karl Browning 03 Dec '13

03 Dec '13

I have active directory integration running prefect on the current domain, and this is how users currently log in. We are in the process of moving to a new domain, however, and I need to be able to keep the users running with the tickets they currently have. Has anyone done this before? Tips, pointers, how-to's available? Thank you. -- Karl Browning

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IMAP setup
by Tennant, Jacob 03 Dec '13

03 Dec '13

I have just installed the OTRS appliance onto my Hyper-V server and cannot seem to get it to retrieve email using imap.gmail.com. I also noticed in the mail setup it never asks for any SSS/TSL information or port numbers? I had this working on a physical server but it has passed on the the big datacenter in the sky. . . HELP!!! -- Jacob W. Tennant IT Development Specialist Pierpont Community & Technical College Office: 304-333-3641 jacob.tennant(a)pierpont.edu

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Oracle performance
by Sander Goudswaard 28 Nov '13

28 Nov '13

Since OTRS 3.3 I noticed the SQL Benchmark button in the Support section. We are running OTRS in a VM and Oracle on a dedicated server. The SQL benchmark shows 25s where 5s would be expected according to the test itself. Are there others running OTRS on Oracle who could do a benchmark and share the results, or have tips on increasing the performance? Regards, Sander

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Re: [otrs] Show email address AND realname instead of realname only
by Carl R. White 27 Nov '13

27 Nov '13

Hello, Apologies for resurrecting a two-year-old thread. I had also been looking for a good solution to this which did not involve beginning a reply or viewing the plain text version of the message. This thread was the only match that I could find, so thought I would share the hack it helped me to create: [This is for OTRS 3.2.x, but may be adaptible for other versions.] In: /opt/otrs/Kernel/Output/HTML/Standard (or similar), where the .dtl files are located, edit: AgentTicketZoom.dtl Find the RowRecipient section, which looks like:  <label>$Text{"$Data{"Key"}"}:</label> <p class="Value" title="$QData{"Value"}">$QData{"Realname","200"}</p> <div class="Clear"></div>  (mail client wrapping notwithstanding) and modify the <p> tag so that the section becomes:  <label>$Text{"$Data{"Key"}"}:</label> <p class="Value" title="$QData{"Value"}" data="$QData{"Realname","200"}" onDblClick="javascript:var a=this.attributes.getNamedItem('data').value;this.textContent=((this.textContent==a)?this.title:a);">$QData{"Realname","200"}</p> <div class="Clear"></div>  Note that this is literally the addition of two attributes to the <p> tag and nothing more. This has been tested as working in the latest Windows versions of Firefox, Chrome and Internet Explorer (November 2013), and should not cause harm in anything lesser if it fails to function. At first glance this does not change the appearance of Articles in OTRS, but with the changes, a double-click on any recipient field will toggle it to show the e-mail address in the system, as seen in the tooltip. It has been set to double-click since the user's next action is often to click and drag to select the e-mail address to copy it for pasting elsewhere. Had this been set to single-click, the text would have toggled away again, causing frustration! Best Regards, Carl W. -- Exa Networks Ltd W: exa-networks.co.uk | echori.co.uk | surfprotect.co.uk E: <support/customer.care/sales/credit.control/info> @exa-networks.co.uk M: 27-29 Mill Field Road, Cottingley, Bingley, West Yorkshire, BD16 1PY T: 0845 145 1234 ....... Fax: 01274 567646 ....... eFax: 01274 911855

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article dynamic field
by Bruno Cardon 25 Nov '13

25 Nov '13

Hi all, Is it possible to use article dynamic field ( not the ticket dynamic fields ) in the reports of otrs ? Kind regards

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Re: [otrs] otrs Digest, Vol 62, Issue 14
by Antonio Sarmiento 24 Nov '13

24 Nov '13

Gerald, Thanks for your quick response. I modified this expression ['[RegExp][^(MesaAyuda::SAP)]'] by ['[RegExp][!(^MesaAyuda::SAP)]'] and work fine Best Regards Antonio > Message: 1 > Date: Fri, 22 Nov 2013 07:30:06 -0500 >From: Gerald Young <crythias(a)gmail.com> > Subject: Re: [otrs] ACL issue to display services related with some > queue > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <CAKk-oUL3a1-OewuF2YXPkfP8JHETF7yP9J+p=ubagZ-+apceTg(a)mail.gmail.com> > Content-Type: text/plain; charset=ISO-8859-1 > > Test at http://regexpal.com > > ^ = beginning of string > !=not, but then, you don't have to seek for "not" ... all filters >are > applied alphabetically sequentially. So be bold and broad and search > for something that's "all tickets" (lock, unlock, for instance) ... > Apply PossibleNot to that (i.e., every ticket), then Possible when >you > have positive criteria to match. > > On Thu, Nov 21, 2013 at 11:53 PM, Antonio Sarmiento ><asarmiento(a)mi.cl> wrote: >> Hi, >> >> I need display the corresponding services for some groups of queues >>and for >> other queues display other queues >> >> I wrote this acl scripts >> >> $Self->{TicketAcl}->{'Only-SAP-Services-for-SAP-abcde'} = { >> # match properties >> Properties => { >> Queue => { >> Name => ['[RegExp]MesaAyuda::SAP abcde'], >> } >> }, >> # return possible options >> Possible => { >> # possible ticket options >> Ticket => { >> Service => ['SAP::OPERA','SAP::ADMI'], >> }, >> }, >> }; >> $Self->{TicketAcl}->{'aaNOT-SAP-Services-for-NOT-SAP-QUEUES'} = { >> # match properties >> Properties => { >> Queue => { >> Name => ['[RegExp][^(MesaAyuda::SAP)]'], >> } >> }, >> # return possible options >> #Possible => { >> PossibleNot => { >> # possible ticket options >> Ticket => { >> Service => >>['SAP::OPERA','SAP::ADMI','SAP::PACK','SAP::BOD','SAP::FRI'], >> }, >> }, >> }; >> >> The first step, work fine when it is alone, and show the right >>service for >> the sap queue. But when I added the second step to hide sap >>services for >> not sap queues, it begun to fail, because it?s only displaying not >>sap >> service in all case, when i choose sap queue or not sap queue >> I choose this way, because the not sap services are more than 40. >> >> Somebody could help me >> >> I appreciate your help >> >> Best regards >> >> Antonio >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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