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Daily, Weekly & Monthly Backups
by Wielbert Collinson 21 Jul '13

21 Jul '13

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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Customized Reporting
by Tony S. Wu 19 Jul '13

19 Jul '13

Hi, We are looking to generate customized report, especially time accounting based on client. Is there modules or other methods for generating customized reports? Thanks, Tony S. Wu tonyswu.mac(a)gmail.com

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Looking for documentation on linking CI's to tickets
by Eric Pfeifer 18 Jul '13

18 Jul '13

All, I'm running OTRS ITSM 3.2.7 and have been trying to wrap my head around how to link a CI to a ticket. I have a nagios system generated event and would like to automatically link the alert to a Configuration item. If at all possible link it to a user name as well. Can someone point me in the direction of how to configure that? Thanks, Building Relationship One Connection at a Time Eric Pfeifer Ph: 800.431.0996 x 8100 Fx: 603.821.0287 Cell: 603.233.0088 eric(a)rightpathnetworks.com www.rightpathnetworks.com

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Can't change queue of some tickets
by Allen, Geoff 17 Jul '13

17 Jul '13

We have weird behavior since upgrading from 2.4.7 to 3.2.6. Some tickets (probably all tickets logged via the Customer portal - that is definitely one condition) cannot be moved to any other queues, even by agents. We do have an ACL on the CustomerTicketMessage and CustomerTicketZoom actions to limit possible queues to our Helpdesk queue. What's not working now is that even agents can't move those tickets to another queue. And even if I comment out that ACL entirely, stop Apache, & clean out the var/tmp cache directories, the situation persists (customers can only log to "Helpdesk" and agents cannot move tickets). We're probably missing something simple here, but don't know where to look. Any advice on where to start? Thanks, Geoff

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Re: [otrs] Agent last Login timestamp?
by KalyanaChakravarthy MP 17 Jul '13

17 Jul '13

Hi all admin interface you have the info "last login" also shown in the overview table. :) SELECT CONCAT(first_name,last_name) as Agnet_Name ,u.login, Preferences_value as LastLogin FROM otrs.user_preferences,users u where preferences_key like '%UserLastLoginTimestamp%' and user_id = u.id or SELECT CONCAT(first_name,last_name) as Agnet_Name ,u.login, FROM_UNIXTIME(Preferences_value) as LastLogin FROM otrs.user_preferences,users u where preferences_key like '%userlastlogin%' and user_id = u.id Thank you & Regards, Kalyana chakravarthy M .P, Sr software Engineer.

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Service Asignment
by Olivier BATARD 17 Jul '13

17 Jul '13

Hello, I've just setup a fresh 3.2.9 version of ptrs help desk. Just one question : I can't associate a service to a type like in the video : http://www.otrs.com/en/software/otrs-help-desk/features/otrs-feature-add-on… We just don't have the option Type <-> Service in the admin part. How can we activate this option ? Thanks by advance, Olivier.

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Install Otrs on Archlinux ?
by Olivier BATARD 16 Jul '13

16 Jul '13

Hello, I'm trying to install ptrs 3.2.9 on archlinux (last version) and with nginx and foci perl (yeah, I'm a bit crazy). Everything is fine but I can't launch the fcgi wraper like it's described here : http://supportex.net/2011/11/migrating-otrs-apache-nginx/ When I launch the fcgi, I got the error : [root@Arch otrs]# ./fastcgi-wrapper.pl Can't locate syscall.ph in @INC (did you run h2ph?) (@INC contains: /usr/lib/perl5/site_perl /usr/share/perl5/site_perl /usr/lib/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib/perl5/core_perl /usr/share/perl5/core_perl .) at ./fastcgi-wrapper.pl line 9. Here's the checkModule log : [root@Arch bin]# ./otrs.CheckModules.pl o CGI..............................ok (v3.63) o Crypt::PasswdMD5.................ok (v1.3) o Crypt::SSLeay....................ok (v0.64) o CSS::Minifier....................ok (v0.01) o Date::Format.....................ok (v2.24) o Date::Pcalc......................ok (v1.2) o DBI..............................ok (v1.627) o DBD::mysql.......................Not installed! (optional - Required to connect to a MySQL database.) o DBD::ODBC........................Not installed! (optional - Required to connect to a MS-SQL database.) o DBD::Oracle......................Not installed! (optional - Required to connect to a Oracle database.) o DBD::Pg..........................ok (v2.19.3) o Digest::MD5......................ok (v2.52) o Digest::SHA::PurePerl............ok (v5.81) o Digest::SHA......................ok (v5.84) o Encode::HanExtra.................Not installed! (optional - Required to handle mails with several Chinese character sets.) o Encode::Locale...................ok (v1.03) o GD...............................ok (v2.50) o GD::Text.......................ok (v0.86) o GD::Graph......................ok (v1.47) o IO::Scalar.......................ok (v2.110) o IO::Wrap.........................ok (v2.110) o JavaScript::Minifier.............ok (v1.05) o JSON.............................ok (v2.53) o JSON::PP.......................ok (v2.27200) o JSON::XS.......................ok (v2.34) o Locale::Codes....................ok (v3.24) o LWP::UserAgent...................ok (v6.04) o Mail::Internet...................ok (v2.12) o Mail::POP3Client.................ok (v1.2) o IO::Socket::SSL................ok (v1.94) o Mail::IMAPClient.................Not installed! (optional - Required for IMAP TLS connections.) o IO::Socket::SSL................ok (v1.94) o MIME::Base64.....................ok (v3.13) o MIME::Tools......................ok (v5.503) o ModPerl::Util....................Not installed! (optional - Improves Performance on Apache webservers dramatically.) o Apache::DBI....................ok (v1.11) o Apache2::Reload................FAILED! Not all prerequisites for this module correctly installed. o Net::DNS.........................ok (v0.72) o Net::POP3........................ok (v2.29) o Net::IMAP::Simple................ok (v1.2034) o IO::Socket::SSL................ok (v1.94) o Net::SMTP........................ok (v2.31) o Authen::SASL...................ok (v2.16) o Net::SMTP::SSL.................ok (v1.01) o Net::SMTP::TLS::ButMaintained..ok (v0.20) o Net::LDAP........................ok (v0.56) o Net::SSL.........................ok (v2.85) o PDF::API2........................Not installed! (optional - Required for PDF output.) o Compress::Zlib.................ok (v2.060) o Storable.........................ok (v2.41) o SOAP::Lite.......................ok (v0.715) o version........................ok (v0.9902) o Class::Inspector...............ok (v1.28) o Text::CSV........................ok (v1.21) o Text::CSV_PP...................ok (v1.29) o Text::CSV_XS...................Not installed! (optional - Recommended for faster CSV handling.) o Time::HiRes......................ok (v1.9725) o XML::Parser......................ok (v2.41) o HTTP::Message....................ok (v6.06) o HTTP::Headers..................ok (v6.05) o URI..............................ok (v1.60) o URI::Escape....................ok (v3.31) o Scalar::Util.....................ok (v1.27) o YAML::XS.........................ok (v0.41) Anyone has an Idea ? Thanks, Olivier.

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restoring OTRS to a new server
by Andrew S. Meyer 16 Jul '13

16 Jul '13

I need some help restoring OTRS. I have an old config that I would like to put on a test server and then upgrade. I'm not sure what version of OTRS it was running. 1) how do I find this out 2) when I use the restore script, I come up with these errors: [root@helpdesk ~]# /opt/otrs/scripts/restore.pl -b /home/andrew.meyer/ -d /opt/otrs/ Restore /home/andrew.meyer//Config.tar.gz ... DBI connect('database=otrs;host=localhost;','otrs',...) failed: Access denied for user 'otrs'@'localhost' (using password: YE .pm line 256 ERROR: OTRS-Restore-10 Perl: 5.10.1 OS: linux Time: Tue Jul 16 00:35:00 2013 Message: Access denied for user 'otrs'@'localhost' (using password: YES) Traceback (14115): Module: Kernel::System::DB::new (v1.144) Line: 227 Module: /opt/otrs/scripts/restore.pl (v1.14) Line: 90 Restore /home/andrew.meyer//Application.tar.gz ... create MySQL [root@helpdesk ~]# What am I doing wrong? I've tried changing the mysql options for the user to allow ALL permissions, but it doesn't like that. Thank you, Andrew Meyer.

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GenericAgent module
by Daniel Santos 15 Jul '13

15 Jul '13

Hi, I'm setting up a Generic Agent to make some customization in my OTRS installation to send other notifications when a ticket is escalated. But when I try to use a Get from ConfigObject I'm always getting a: "Message: Can't call method "Get" on an undefined value". ConfigObject is already in the Needed objects 'qw', but still doesn't work. How can I get my module configuration parameters from Config when using a Generic Agent? Thanks. -- Daniel Santos daniel.santos(a)etice.ce.gov.br ETICE - Empresa de Tecnologia da Informação do Ceará www.etice.ce.gov.br +55 85 3101.6600

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[PATCH] OTRS Reports not accepting absolute date
by Artis Caune 13 Jul '13

13 Jul '13

Hi OTRS, There is a bug in Kernel/Modules/AgentStats.pm which does not accept absolute dates when creating or editing reports/statistics: You will see something like this in user.log: [Error][Kernel::System::Time::TimeStamp2SystemTime][Line:208]: 2013-07-00 11:23:59 Here is patch: --- Kernel/Modules/AgentStats.pm.orig 2013-03-05 20:43:50.000000000 +1300 +++ Kernel/Modules/AgentStats.pm 2013-07-11 09:27:37.522545270 +1200 @@ -953,7 +953,6 @@ "%04d-%02d-%02d %02d:%02d:%02d", $Time{ $Limit . 'Year' }, $Time{ $Limit . 'Month' }, - $Time{ $Limit . 'Week' }, $Time{ $Limit . 'Day' }, $Time{ $Limit . 'Hour' }, $Time{ $Limit . 'Minute' }, You except 6 parameters in sprintf but passing 7 :( -- Artis Caune Everything should be made as simple as possible, but not simpler.

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