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preserve formatting when fetching email
by Girard James 12 Jul '13

12 Jul '13

Hello, I'm a beginner with OTRS, and I would like to know if this software allows to preserve formatting when fetching email. Cause when I attempting to fetch emails via POP3 from a mailbox, all generated tickets into OTRS loose their original format. Do you know a way to keep it safe? Thanks in advance, Regards, James G.

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change dashboard add new columns
by Darshak Modi 10 Jul '13

10 Jul '13

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Move ticket withtout being owner
by Finetti, Stefano 10 Jul '13

10 Jul '13

Hello, I was wondering why it isn't possible to move a ticket into a queue if you are not the owner of the ticket. I'm the customer service manager, and I'm not the responsible for the ticket since we have a number of accounts who are responsible for their own customers. Sometimes I need to move tickets between different queues and each time i need to take ownership, move, and then reassign the ticket, thus creating at least 3 useless notes in the ticket. I've looked into System Configuration in order to find a way to change this behavior, but without luck. Is there any possibility to do what I need without having to code something custom? thanks -- *Lynx International Srl* *Stefano Finetti* *Customer Service Manager* -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.

2 1

Empty value disappears during AJAX refresh for dynamic fields filtered with ACLs on v3.2.3
by Bogdan Iosif 10 Jul '13

10 Jul '13

Hi list, I have a problem that looks like either I'm doing something wrong with my ACLs or I ran into an untreated variation of bug#7968 that was fixed since 3.1.0.beta2 (see http://bugs.otrs.org/show_bug.cgi?id=7968) Can someone please help identify if this is a bug and, if so, if I should reopen bug#7968 or post a new bug related to bug#7968? =Configuration description= I added a dynamic field (let's assume it's named ddFilteredField) of type drop down with "Add empty value" = Yes and some key/value pairs (let's assume it has: ddffAx = x, ddffAy = y, ddffBz = z). Then I added some ACLs to achieve the following objectives: [Objective1] For all the queues not covered by [Objective2], as well as any new future queues, show only the empty value for ddFilteredField. Sample ACL: # Applies before others $Self->{TicketAcl}->{'1-ACL-SetDdFilteredField-RemoveAll'} = { Properties => { Frontend => { Action => ['AgentTicketFreeText'] }, }, # If the problem is on the next line, then how do I specify to leave just the empty value? Possible => { Ticket => { DynamicField_ddFilteredField => [] }, }, }; [Objective2] Depending on ticket's queue, show only some values for ddFilteredField. Sample ACLs: $Self->{TicketAcl}->{'2-ACL-SetDdFilteredField-SituationA'} = { Properties => { Frontend => { Action => ['AgentTicketFreeText'] }, Queue => { QueueID => [1, 2] }, }, Possible => { Ticket => { DynamicField_ddFilteredField => ['[RegExp]^ddffA.*'] }, }, }; $Self->{TicketAcl}->{'3-ACL-SetDdFilteredField-SituationB'} = { Properties => { Frontend => { Action => ['AgentTicketFreeText'] }, Queue => { QueueID => [3, 4, 5] }, }, Possible => { Ticket => { DynamicField_ddFilteredField => ['[RegExp]^ddffB.*'] }, }, }; =Problem= First I thought everything was OK. In queues for [Objective1] I saw the expected values + the empty value '-', in all the other queues I saw only the empty value '-'. Then I noticed exactly the same [potentially dangerous] problem as described in bug#7968. During any AJAX refresh on AgentTicketFreeText, the empty value for ddFilteredField disappears and the first actual value is wrongfully auto-selected, waiting to be saved when the user clicks Submit. Once an actual value is saved for ddFilteredField, when AgentTicketFreeText is opened the empty value will appear for ddFilteredField after the first load but it can't be selected even if the user tries to because during the post-selection AJAX request, the 1st real value is selected instead and the empty value disappears. The same problem doesn't occur for fields that are not filtered by ACLs. Is this a bug? Is there a workaround? See my comment for the first ACL, maybe that's where the problem is introduced. Thanks, Bogdan

1 1

Issue with 3.2.8.
by Wielbert Collinson 10 Jul '13

10 Jul '13

Hello Team, We have installed 3.2.8 on windows 7 machine. We have not been able to work on OTRS because apache 2.2 crashes sporadically. After the upgrade from 3.2.6 to 3.2.8 we have been facing this issue. 3.2.8 is not stable and we are having problems for over a week/ We have pasted the error logs for apache in http://pastebin.com/PPn4YRME We are able to work on the windows server for about 30 minutes and it starts to crash. We have replicated this on other systems in the network and the program does not load. Each time we have to access OTRS we need to restart Apache 2.2 Servers. Is there a permanent solution to this issue? Regards,

3 2

Agent Dashboard view ticket type its possible?
by Gonzalo Pricoli 09 Jul '13

09 Jul '13

Hi, I need to see in the agentdashboard (perhaps modifying AgentDashboardTicketGeneric.dtl) the type of ticket (Incident, Problem, etc.) so you see on the listing. >From already thank you very much for any input. -- *Gonzalo *

2 1

android or iphone Application otrs Customer URL?
by KalyanaChakravarthy MP 09 Jul '13

09 Jul '13

Hi All, OTRS DS Helpdesk Application installed in mobile . OTRS Agent login working fine. but Customer user login not working . i am used agent login name: test url : www.mysite.com/otrs/json.pl<http://www.mysite.com/otrs/json.pl> username: xyz password : ***** i tryed customer login same way but not working I use url : www.mysite.com/otrs/json.pl<http://www.mysite.com/otrs/json.pl> (customer.pl) user name and password is correct only but Error showing ur " Auth for user XXX failed!". Anyone know ,update customer views login. Thank you & Regards, Kalyana chakravarthy M .P,

2 1

Possibility for making 2 Dashboard widgets interacting with each others?
by Cyrille Bollu 09 Jul '13

09 Jul '13

Hi, I wanted to know if there are API's to make 2 dashboard widgets interact with each other, so that, for example, selecting a ticket in the "Open Ticket" widget would show some of the ticket's details in another dashboard widget. I've had a first look at the code, but at first sight such API doesn't seem to exist. That would be handy though. Am I wrong that such interaction hasn't been foreseen in the framework? Best regards, Cyrille

3 2

Source Code for Mobile Client
by Parag Bhalerao 06 Jul '13

06 Jul '13

Hello all, Is the source code available for OTRS mobile client? If so, can you point me to right URL? GoodWills Parag Bhalerao

1 0

schedule report in windows
by KalyanaChakravarthy MP 04 Jul '13

04 Jul '13

Hi i am run manually below code working fine $HOME/bin/otrs.GenerateStats.pl -n 10020 -f CSV -r 123(a)domain.com -r 123(a)domain.com -m "Weekly Open Ticket Report" -F WeeklyOpen i try to schedule this like cron job in window , following i done above code created batch file like report.bat . after run that bat file working fine and triggering report fine 1. Task Scheduler 2. Create task General -- report trigger -- daily some time Action --report.bat file used created scheduler . But scheduler working but not triggering emails and bat file also running but very quickly closing. anybody know how to schedule report in windows Regards, Kalyana chakravarthy M .P, Sr software Engineer.

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