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Add more "Ticket Information"
by Esteban Monge 01 Aug '13

01 Aug '13

Hello folks I want to add more information to Ticket Information in Ticket Zoom, for example add a DynamicField, but I can't find information about that, "Googling" the information is old and deprecated. I have OTRS 3.1.x Regards

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Auto-Answer for phone and API-generated tickets?
by Olivier Macchioni 31 Jul '13

31 Jul '13

Hello dear OTRS user list, Our problem is the following: If the customer opens a ticket via e-mail, we want to notify him that we have received his mail and that we are going to process it. If the we open a ticket via any other method ("New phone ticket" or using our company's "My account" website, which internally uses GenericInterface), we don't have to notify the customer via e-mail that the ticket has been received. The customer already has a feedback that his ticket is being processed - sometimes the ticket is closed on the spot, typically for Phone Tickets. "Auto-Answers" allows to automatically send responses to customers on the occurence of certain events, so it *could* do the trick, except that it doesn't allow to have a different behavior for the 2 cases above. Does anyone know another OTRS feature which could fulfill our need? Thank you, Olivier

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Unabled to close a ticket
by claude 30 Jul '13

30 Jul '13

Hi, I have a ticket automatically re-opens by the user admin. It happened several times but only with one ticket. The ticket's history have this 3 lines at each time it's re-opened : Lock Ticket verrouillé. - root@localhost (Administrateur princ[..]) 24.07.2013 00:17:26 Misc Reset of unlock time. - root@localhost (Administrateur princ[..]) 24.07.2013 00:17:26 StateUpdate Avant : "closed successful" Après : "open" - root@localhost (Administrateur princ[..]) 24.07.2013 00:17:26 Can anyone help me ? Thanks and regards Claude

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Empty popup when replying to ticket in OTRS 3.2
by Fatih Kalifa 30 Jul '13

30 Jul '13

Hi, I recently upgrade OTRS from 3.1 to 3.2.9. After upgrading, I notice that if I reply ticket that created before upgrade (ticket created in OTRS 3.1, but follow up made in OTRS 3.2), the popup to send message won't show anything (in page source there are some javascript). Is it just me or am I doing something wrong? Thank you -- Fatih Kalifa

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New Notification created but not being displayed under AgentNotifications
by Darshak Modi 26 Jul '13

26 Jul '13

I created New event notification for TIcketClose but its not being displayed under Agent Notification links. I do not see any error in RebuldConfig also. -- ------- Darshak Modi | Telecom Practices Call- 079-26405600 Ext-1210

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rpc.pl vs nph-genericinterface.pl
by Cyrille Bollu 26 Jul '13

26 Jul '13

Hi list, When trying to access OTRS via SOAP, which one should I use? rpc.pl or nph-genericinterface.pl? The later is better documented but support fewer operations than the former... What's best? Regards, Cyrille

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Move OTRS 3.2.9 to other server with different OS
by Erik van Ast 25 Jul '13

25 Jul '13

Hi all, We have OTRS 3.2.9 running on an OpenSUSE 11.2 server, but we want to have OTRS running on a different server. The preferred OS for us is Windows, but I don't know if running OTRS on Windows (2003/2008) is as reliable as running on Linux, so my first question is, what is the best option for installing OTRS on, Windows or Linux? We have 2 sysadmins over here, both Microsoft schooled, but we also use Linux once in a while... Second question is, is it easy to move OTRS to another server? Is it just backing up and restoring on another server, or are there more steps involved? Is there a step by step guide? 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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Re: [otrs] otrs 3.1.11 - otrs.Pendingjobs.pl
by Marty Hillman 23 Jul '13

23 Jul '13

We found that you can only have one email address in that field. Separating addresses with commas does not work. Instead, use a mail enabled distribution list, and things work perfectly. Hope this helps. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steve Clark Sent: Tuesday, July 23, 2013 8:34 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] otrs 3.1.11 - otrs.Pendingjobs.pl On 07/23/2013 09:11 AM, Steven Carr wrote: <support(a)netwolves.com<mailto:support@netwolves.com>,se(a)netwolves.com<mailto:se@netwolves.com>,randy.k(a)netwolves.com<mailto:randy.k@netwolves.com>> is an invalid email address. The match fail is because the content between <> doesn't conform to the rfc standard for an email address (multiple @ signs for starters). You can't put multiple comma separated email addresses in a field designed for a single email address. Steve Hi Steve, I understand that - we don't put the <> in the address something in OTRS is doing that. We have multiple emails separated by comma's in the email field of out Customers. This is the only place where we see this error. It appears something in OTRS is expecting only one Email address and putting the <> around whatever happens to be in the Email field. -- Stephen Clark NetWolves Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com<mailto:steve.clark@netwolves.com> http://www.netwolves.com

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otrs 3.1.11 - otrs.Pendingjobs.pl
by Steve Clark 23 Jul '13

23 Jul '13

Can someone explain why we get these error messages. We have no other problems with sending email notifications. Unmatched '<>' in "NetWolves / Corporate Office Network Operations Center"<support@netwolves.com,se@netwolves.com,randy.k@netwolves.com>, at /opt/otrs/Kernel/cpan-lib/Mail -- Stephen Clark *NetWolves* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

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Re: [otrs] otrs Digest, Vol 58, Issue 37
by Wayne Work 21 Jul '13

21 Jul '13

This is an easy one. Run OTRS within a VM appliance ( which every flavor you know best but VMware has the tools to automate most if this natively.) and perform SnapShots as often as your RPO/RTO requires. Make sure to delete old one and only keep a few "current" version (weeks worth is you are doing hourly/daily snaps). Put these into a SAN storage where that is backed up too and best would to rep them to a remote DR facility. You can restore and entire system from a snap in VMware in minutes even if you have to remove and place new hardware as the system is pretty hardware agnostic. Good luck. Cheers Wayne T Work Sr CISSP, CISM Xerox Services 203-217-5004 On Jul 21, 2013, at 8:00 AM, otrs-request(a)otrs.org wrote: > 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. Daily, Weekly & Monthly Backups (Wielbert Collinson) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Sun, 21 Jul 2013 11:23:33 +0400 > From: "Wielbert Collinson" <wielbert.collinson(a)hitisem.com> > Subject: [otrs] Daily, Weekly & Monthly Backups > To: <otrs(a)otrs.org> > Message-ID: <001e01ce85e3$35f1c2f0$a1d548d0$(a)hitisem.com> > Content-Type: text/plain; charset="us-ascii" > > Hello Team, > > > > We know how to backup database in windows and we are able to restore it > successfully. > > > > Could you let us know how to perform daily, weekly and monthly backups of > OTRS. Is there a script or a batch file that needs to be run to perform this > action. > > > > Many Thanks for your help!! > > > > Regards, > > > > > > > >

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