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OTRS 3.3.1 Ticket Overview
by Nick Lapp 14 Nov '13

14 Nov '13

I just upgraded to OTRS 3.3.1 and the new Ticket Queue Overview module on the dashboard is showing "No data found." I've also added a new statistics module to the dashboard and it just displays a message about the data being prepared but it never appears. Any suggestions? Thanks! Nick

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Regex in process tickets
by Ohliger, Christoph 13 Nov '13

13 Nov '13

Hi, has anyone tested the regex function in transition. When using "qr{\bcat\b}xms" as the match condition I would assume that it matches when the dynamic field has the value cat ... regards Christoph

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Stay in touch with me through LinkedIn
by Thiago Marangoni Zerbinato 07 Nov '13

07 Nov '13

LinkedIn ------------ I'd like to add you to my professional network on LinkedIn. - Thiago Thiago Marangoni Zerbinato Oracle DBA at AZCorp Tecnologia Informática Ltda. Ribeirão Preto Area, Brazil Confirm that you know Thiago Marangoni Zerbinato: https://www.linkedin.com/e/-djuqdm-hnqdrpb1-1i/isd/17886389233/TlAglMXf/?hs… -- You are receiving Invitation to Connect emails. Click to unsubscribe: http://www.linkedin.com/e/-djuqdm-hnqdrpb1-1i/vyS7IfiKmY7knRPdstL_3BW/goo/o… (c) 2012 LinkedIn Corporation. 2029 Stierlin Ct, Mountain View, CA 94043, USA.

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Regular "Permission denied" in cronjobs since update to 3.2
by Frank Thommen 04 Nov '13

04 Nov '13

Hi, since updating OTRS 3.1 to 3.2 (RPM installation on CentOS 5) I regularly get permission error messages from the various cronjobs (otrs.PostMasterMailbox.pl, otrs.DeleteCache.pl, otrs.LoaderCache.pl). Examples: * Message: Can't remove file /opt/otrs/var/tmp/CacheFileStorable/CacheInternalLoader/a/5/a5a7a46de71ce8a7f3f0961aecf5c8ba: Permission denied * Message: Can't write '/opt/otrs/var/tmp/CacheFileStorable/CacheInternalTicket/8/f/8fd2c543e3d23358aec0983fbda050cf': Permission denied * mkdir /opt/otrs/var/tmp/CacheFileStorable/DynamicFieldValue/b/8: Permission denied at /opt/otrs/Kernel/System/Cache/FileStorable.pm line 81 The directory in question is of course not always the same. Sometimes the script finally succeeds or - in the case of otrs.PostMasterMailbox.pl - I fetch the mail manually from the administration panel. The failing otrs.PostMasterMailbox.pl creates lots of nasty problems like multiple identical tickets or multiple empty tickets etc. In fact the permissions of some directories seem to be wrong. Example: # ls -al /opt/otrs/var/tmp/CacheFileStorable/DynamicFieldValue total 64 drwxrwsr-x 16 otrs apache 4096 Sep 17 19:13 . drwxrwsr-x 26 otrs apache 4096 Sep 16 10:48 .. drwxrwsr-x 4 otrs apache 4096 Sep 16 12:30 0 drwxrwsr-x 6 otrs apache 4096 Sep 17 14:40 1 drwxr-sr-x 3 apache apache 4096 Sep 10 19:47 2 drwxrwsr-x 4 otrs apache 4096 Sep 16 15:10 3 drwxr-sr-x 3 apache apache 4096 Sep 17 19:13 4 drwxr-sr-x 4 apache apache 4096 Sep 17 19:13 5 drwxrwsr-x 4 otrs apache 4096 Sep 17 19:13 6 drwxr-sr-x 3 apache apache 4096 Sep 9 18:53 8 drwxrwsr-x 5 otrs apache 4096 Sep 17 14:50 9 drwxrwsr-x 6 otrs apache 4096 Sep 17 19:13 a drwxr-sr-x 4 apache apache 4096 Sep 17 19:13 b drwxrwsr-x 4 otrs apache 4096 Sep 17 19:13 c drwxrwsr-x 5 otrs apache 4096 Sep 17 14:50 d drwxrwsr-x 5 otrs apache 4096 Sep 17 19:13 e # ls -al /opt/otrs/var/tmp/CacheFileStorable/DynamicFieldValue/b total 16 drwxr-sr-x 4 apache apache 4096 Sep 17 19:13 . drwxrwsr-x 16 otrs apache 4096 Sep 17 19:13 .. drwxr-sr-x 2 apache apache 4096 Sep 10 19:03 0 drwxr-sr-x 2 apache apache 4096 Sep 17 19:13 8 # The involved accounts are 'otrs' and 'apache': # id -a otrs uid=500(otrs) gid=48(apache) groups=48(apache) # id -a apache uid=48(apache) gid=48(apache) groups=48(apache), [...and many others...] # Running `/opt/otrs/bin/otrs.SetPermissions.pl --otrs-user=otrs --web-user=apache --otrs-group=apache --web-group=apache /opt/otrs` only solved the problem temporarily (on existing directories). The problem seems to be, that directories created by 'apache' (via the web frontend) are missing write permission for the group, while directories created by 'otrs' (through cronjobs) have correct permissions. Any idea how to solve this problem? It's extremely annoying and I didn't have this with OTRS 3.1. Also I wonder, why this problem only appeared after the (rpm) update from 3.1 to 3.2. System: CentOS 5, OTRS installed with rpm install, SELinux is disabled. frank

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timeaccounting module and csv export
by Dirk Völlger 27 Oct '13

27 Oct '13

Hello, I have a question concerning the timeaccounting module. I would like to export in csv the reporting as created by the module. Using the statistics is not really satisfying. Of course i could write a script and read out the data directly from the database. But before doing so, I wanted to know if it's generally possible to export the timeaccounting report somehow in csv. Do you have any idea? I am using OTRS 3.2 and timeaccounting module V2.2.1 Thank you! dirk

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Re: [otrs] Free additional modules for OTRS 3.3
by Anna Brakoniecka 25 Oct '13

25 Oct '13

Hello, we've published new modules for OTRS 3.3. They make it easier to import/export some OTRS data and the already well received module ITSM-CIAttributeCollection that provides additional CI-attributes. Additionally, you can install ConfigureCallHome. It disables the unrequested automatic communication of installed packages and other system details to OTRS AG (can be enabled by configuration) and it sends notification to an email-address you fill. You can find them all online at: http://www.cape-it.de/free-otrs-community-additional-modules.html <http://www.cape-it.de/free-otrs-community-additional-modules.html> and at OPAR: http://opar.perl-services.de Here is the list of relevant modules: - ITSM-CIAttributeCollection :: 2.3.0 (OTRS 3.3.x) - ConfigureCallHome::1.2.0 (OTRS 3.3.x) - ServiceImportExport::1.3.0 (OTRS 3.3.x) - CustomerUserImportExport::1.9.2 --> BugFix - CustomerUserImportExport::1.10 (OTRS 3.3.x) - CustomerCompanyImportExport::1.4.0 (OTRS 3.3.x) Enjoy! If you have any feedback, thanks a lot in advance for sending it to us :) greetings, anna ** Wir treffen uns! Open Source Day 20.11.2013 ** ** IHK Nürnberg, www.osb-alliance.de/osd2013 <http://www.osb-alliance.de/osd2013> ** Anna Brakoniecka c.a.p.e. IT® GmbH - ...cape it easy Annaberger Str. 240, D-09125 Chemnitz http://www.cape-it.de Tel: +49 371 5347 620 Fax: +49 371 5347 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier -----Ursprüngliche Nachricht----- Von:otrs-request@otrs.org Gesendet:Do 24.10.2013 13:58 Betreff:otrs Digest, Vol 61, Issue 17 An:otrs@otrs.org; Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Exporting from OTRS (Jean BROW) ---------------------------------------------------------------------- Message: 1 Date: Wed, 23 Oct 2013 21:21:59 +0200 From: Jean BROW <everydaywow(a)gmail.com> Subject: [otrs] Exporting from OTRS To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAPrubvo_Yp2MLdVZDD8AQGVWFVRC5iE9AHY9GVydcZnHxouYZQ(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" When exporting emails for a specific ticket using the OTRS PDF export, there is always a lot of repeated information i.e. each of the emails contains > >> >>> >>>> >>>> all of the back and forth from customer to agent and back again Is there a way to parse or filter out this reply information from the PDF export? -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20131023/95d7c74f/attachme…> ------------------------------ --------------------------------------------------------------------- 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 End of otrs Digest, Vol 61, Issue 17 ************************************

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Make shorter ticket numbers
by Jean BROW 24 Oct '13

24 Oct '13

Hi, How can we the short down the numbers in the ticket number?

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Exporting from OTRS
by Jean BROW 23 Oct '13

23 Oct '13

When exporting emails for a specific ticket using the OTRS PDF export, there is always a lot of repeated information i.e. each of the emails contains > >> >>> >>>> >>>> all of the back and forth from customer to agent and back again Is there a way to parse or filter out this reply information from the PDF export?

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Generate New Ticket(s) from Process-Ticket
by Mnich, Jürgen 22 Oct '13

22 Oct '13

Hi! I already know, that there are certain transition actions that can be used when you define a ticket process. Is there - additionally - a way to generate new ticket(s) from within the workflow of a process ticket? So long, Juergen.

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Pre-populate email addresses
by Paul Simons 21 Oct '13

21 Oct '13

Hello Is there any way of pre-populating the To: and CC: fields in a response email? Thanks in advance Paul ________________________________ Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances is prohibited.

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