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Failed upgrade recovery
by James Roman 22 Aug '13

22 Aug '13

I accidentally ran an rpm upgrade prematurely on our dev instance and had to remove the upgraded package and install the previous one. Since no DB changes were run, everything went back to near normal after I restored the original Config.pm file. The only thing that seems to be off is the ability to select and display individual articles in the "show one article" view of the tickets. If I click on the articles in the ticket, it will only show the last article (email) submitted to the ticket. I assume that I may need to rebuild an index. Can anyone point me towards instructions on how to restore the ability to navigate the articles in "show one article" view? James Roman

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Use of templates
by Jean BROW 20 Aug '13

20 Aug '13

Hi, We use a lot of different templates in OTRS. Is it possible that the agent who work on a ticket could see info about what templates that have been sent out so far on the current ticket? Thanks.

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Script failed to send data - WITS END!
by jose.salviati＠accenture.com 19 Aug '13

19 Aug '13

I pulled this from the OTRS log in \OTRS\var [Mon Aug 19 08:43:52 2013][Error][Kernel::System::DB::new][224] could not connect to server: Connection refused (0x0000274D/10061) Is the server running on host "localhost" and accepting TCP/IP connections on port 5432? could not connect to server: Connection refused (0x0000274D/10061) Is the server running on host "localhost" and accepting TCP/IP connections on port 5432? [Mon Aug 19 08:45:14 2013][Notice][ ________________________________ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the e-mail by you is prohibited. Where allowed by local law, electronic communications with Accenture and its affiliates, including e-mail and instant messaging (including content), may be scanned by our systems for the purposes of information security and assessment of internal compliance with Accenture policy. ______________________________________________________________________________________ www.accenture.com

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Script failed to send data - WITS END!!
by jose.salviati＠accenture.com 19 Aug '13

19 Aug '13

Ok, as sold as I am on OTRS (and I am sold, love it - wish I could implement it here!!) I am ready to walk away. I have worked through every issue and am fairly confident I have the one that has been causing me grief all along identified. When I install ITSM and create a new Change I get an error. This is consistent now on multiple versions (Windows, Linux) and multiple DB versions (MySQL, PostreSQL). The error will vary depending on the browser but the cause seems to be an inability to get to the database. I either get "Script failed to send data" or just a standard website not available. This happens when I create a change. I have been able to create as many as two before the error shows up. Sometimes, it shows up immediately. The odd part is that the record IS created, but not with any of the detail I entered. Might this be a problem with the ITSM component? I am running OTRS ITSM 3.2.7 - currently on Windows 7 and PostreSQL. Any guidance you can provide is very appreciated! Jose Salviati [cid:image001.jpg@01CE9CB6.75811DA0] <sip:Jose.Salviati@Accenture.com> Technology Consulting | Workplace Technology & Collaboration Direct Dial: (310) 726-2835 Mobile: (949) 829-1028 Email: Jose.Salviati(a)Accenture.com<mailto:Jose.Salviati@Accenture.com> ________________________________ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the e-mail by you is prohibited. Where allowed by local law, electronic communications with Accenture and its affiliates, including e-mail and instant messaging (including content), may be scanned by our systems for the purposes of information security and assessment of internal compliance with Accenture policy. ______________________________________________________________________________________ www.accenture.com

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Can't create a new Change - "Script failed to send data"
by jose.salviati＠accenture.com 15 Aug '13

15 Aug '13

Everything has been running fine (Windows 7, I had to shut off JSON to get some issues resolved, other than that - its stock 3.2.9 with ITSM). No changes but now when we go to create a new change the system stalls on "Waiting for localhost" and returns "Script failed to send data". Error message varies depending on the browser - this is the most detailed message I get from Chrome. The Change is still created, but without any information - no title, no details, etc. This happens 100% of the time as I try to create a change. Any information or thoughts you can provide are very appreciated! ________________________________ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the e-mail by you is prohibited. Where allowed by local law, electronic communications with Accenture and its affiliates, including e-mail and instant messaging (including content), may be scanned by our systems for the purposes of information security and assessment of internal compliance with Accenture policy. ______________________________________________________________________________________ www.accenture.com

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Ticket-Classifier?
by Ralf Hildebrandt 15 Aug '13

15 Aug '13

I have a queue for medical enquiries, which should be pre-sorted into subqueues. Currently I'm doing this using a postmaster-filter using "(keyword1|keyword2|keyword3)" etc. This works reasonably well, but what I thought is this: * assign keywords to every queue * check new mails for keywords, giving each queue a score corresponding to the number of keywords matched * assing ticket to the queue with the largest number of matches Does such a "classifier" module already exist? -- 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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Problem with refresh of overview page
by Michel Kamphuis 12 Aug '13

12 Aug '13

Hi, We are running OTRS 3.2.8 on a virtualized (Hyper-V) Centos 6.2 server. We provided the vm with 4GB Ram. Ticket load is now ~50 open tickets. We have a strange problem that if we close a ticket and we return to the overview page, the ticket is still there. If we hit F5 a couple of times it will disappear. The performance of OTRS is good, we do not have any other 'lag' problems. Can we do anything about this? Thanks, Michel

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Changes - can't update Change State
by jose.salviati＠accenture.com 12 Aug '13

12 Aug '13

I created a Change template with a condition that says if Workorder Title = "Standard Change" is added then set Change State to "Approved". I then used that template to create a new Change and added a Workorder with the title "Standard Change" expecting my Change to move to Accepted, but nothing happened. What am I doing wrong? Thank you! Jose ________________________________ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the e-mail by you is prohibited. Where allowed by local law, electronic communications with Accenture and its affiliates, including e-mail and instant messaging (including content), may be scanned by our systems for the purposes of information security and assessment of internal compliance with Accenture policy. ______________________________________________________________________________________ www.accenture.com

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Installer for Ubuntu Server
by Wielbert Collinson 12 Aug '13

12 Aug '13

Hi, After lots of request from the forums and suggestions by the developers we have finally moved to Linux. Could you please help on providing me the link to the latest installer of OTRS. Flavour : Ubuntu 12.04.02 64 BIT. Additionally, a simple guide which has steps to install it.. P.S. We are new to linux !!! Many Thanks in advance Regards,

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Upgrade path from 3.0 to 3.2 - questions
by Paul Simons 12 Aug '13

12 Aug '13

I am running version 3.0.1 (CentOS and PostgreSQL 8.1) and I want to upgrade to the latest version 3.2.9. In fact I am building a completely new system and decommissioning the old hardware. Do I have to follow the upgrade path 3.0 > 3.1 > 3.2 or is there an easier way? I only want to keep the ticket history. If I do have to follow the upgrade path has anyone documented how to do it and is willing to share :-) ? Regards ___________________________________________ Paul Simons ________________________________ 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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