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Agent e-mail lookup when composing articles?
by Luca Maranzano 14 Jun '13

14 Jun '13

Hello all, when composing articles there is a nice autocompletion feature which autocompletes e-mail addresses looking up from the Customer database. Is there a way to enable lookup *also* from the Agent list database? It shoudl be very helpful. Thanks in advance. Best regards, Luca

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Link CI in Create Ticket
by Esteban Monge 13 Jun '13

13 Jun '13

Hello: I want know if is possible to enable one Link CI dropdown or autocomplete from Create Email Ticket or Create Phone Ticket. Thanks

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Fwd: Hide Name, Incident State and Deployment State in Config Item definition
by Bruno Galindro da Costa 13 Jun '13

13 Jun '13

Is it possible to hide Name, Incident State and Deployment State in Config Item definition? These fields are created in each class that I wrote even if they are not declared. I've a special case that I must hide at least the Name field. -- Att. Bruno Galindro da Costa

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new process ticket to customer
by Evan Lynd 12 Jun '13

12 Jun '13

Hello all, I'm new here and need your help.. I've created a new process in the 'Process Management' with many flows and it's working fine. I have a question.. How can I give permissions/configure this process to the 'Customer Interface'? OR How can I give permissions to users from ldap to access this menu option in the 'Agent Interface'? Thank you very much.

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Restoring deleted tickets
by Ralf Hildebrandt 12 Jun '13

12 Jun '13

I found deleted tickets in a two month old backup. mysql-wise, how can I export the tickets from this backup and import them into the current db? Is there a script for that? E.g. export_ticket_dump ticketnumber and import_ticket_dump? -- 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 upgrading to OTRS 3.2.7
by Fabio.Grasso＠itatis.net 12 Jun '13

12 Jun '13

Hello all, I'm new on this list and I ask sorry in advice if this is an already taken question. I've updated my OTRS from 3.1 to 3.2, all the upgrade task works fine except for the DB update that give me this errors: ERROR 1091 (42000) at line 7: Can't DROP 'group_read'; check that column/key exists ERROR 1091 (42000) at line 11: Can't DROP 'group_write'; check that column/key exists ERROR 1091 (42000) at line 15: Can't DROP 'other_read'; check that column/key exists ERROR 1091 (42000) at line 19: Can't DROP 'other_write'; check that column/key exists ERROR 1091 (42000) at line 20: Can't DROP 'ticket_answered'; check that column/key exists ERROR 1091 (42000) at line 24: Can't DROP 'ticket_answered'; check that column/key exists ERROR 1091 (42000) at line 29: Can't DROP 'group_id'; check that column/key exists ERROR 1050 (42S01) at line 34: Table 'pm_process' already exists ERROR 1050 (42S01) at line 51: Table 'pm_activity' already exists ERROR 1050 (42S01) at line 66: Table 'pm_activity_dialog' already exists ERROR 1050 (42S01) at line 81: Table 'pm_transition' already exists ERROR 1050 (42S01) at line 96: Table 'pm_transition_action' already exists ERROR 1050 (42S01) at line 111: Table 'pm_entity' already exists ERROR 1050 (42S01) at line 118: Table 'pm_entity_sync' already exists ERROR 1060 (42S21) at line 129: Duplicate column name 'internal_field' ERROR 1062 (23000) at line 135: Duplicate entry 'ProcessManagementProcessID' for key 'dynamic_field_name' ERROR 1062 (23000) at line 141: Duplicate entry 'ProcessManagementActivityID' for key 'dynamic_field_name' ERROR 1005 (HY000) at line 158: Can't create table 'otrs.#sql-38f_f1' (errno: 121) ERROR 1005 (HY000) at line 159: Can't create table 'otrs.#sql-38f_f1' (errno: 121) ERROR 1005 (HY000) at line 160: Can't create table 'otrs.#sql-38f_f1' (errno: 121) ERROR 1005 (HY000) at line 161: Can't create table 'otrs.#sql-38f_f1' (errno: 121) ERROR 1005 (HY000) at line 162: Can't create table 'otrs.#sql-38f_f1' (errno: 121) ERROR 1005 (HY000) at line 163: Can't create table 'otrs.#sql-38f_f1' (errno: 121) ERROR 1005 (HY000) at line 164: Can't create table 'otrs.#sql-38f_f1' (errno: 121) ERROR 1005 (HY000) at line 165: Can't create table 'otrs.#sql-38f_f1' (errno: 121) ERROR 1005 (HY000) at line 166: Can't create table 'otrs.#sql-38f_f1' (errno: 121) ERROR 1005 (HY000) at line 167: Can't create table 'otrs.#sql-38f_f1' (errno: 121) At the actual state I can login to my OTRS, I can see the old ticket and close them and also open a new ticket manually. But all the ticket received by mail are deleted from my POP3 account but not appears in the OTRS queues. Have you any idea on how I can fix it? Thanks a lot Fabio

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Notify Users
by Kaushal Shriyan 12 Jun '13

12 Jun '13

Hi, I am running OTRS version 3.2.7 on CentOS 6.4. Can someone please help me understand about http://wiki.otterhub.org/index.php?title=Notify_Users_that_a_Ticket_has_clo… I am not sure i understand it how to implement. Regards, Kaushal

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Restriction to SwitchToUser
by Jocielma Rocha 11 Jun '13

11 Jun '13

hello, this is my doubt: I wish there was a manager to OTRS with permission to manage users, including use SwitchToUser. For this I created a group called G_MANAGE and I added it in Frontend :: Module # # # AdminUser in Framework-> Frontend :: Admin :: ModuleRegistration. The SwitchToUser is enabled. Alright here! The problem is that I would want that a G_MANAGER group user can't "become" a member of the admin group using SwitchToUser. What do I do to add this restriction? Thanks, Jocielma Monteiro

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Work order questions
by Adam Moffett 11 Jun '13

11 Jun '13

I was messing around with scheduling work orders. Am I correct that there can be no direct connection between work orders and tickets? I think the order of operations I'd be looking for is something like: Trouble report from customer -> create new ticket -> remote troubleshooting -> schedule service call -> field tech rolls out and makes repair -> update and close ticket. It seems like there's not any connection between the ticket and the work order though. I'm also very unclear on the purpose and meaning of "Changes". What is a change supposed to represent, and why would I want one before making a work order? Wouldn't you want to just attach a work order to a ticket? I think there is something fundamental about OTRS that I don't understand.

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Error: Need CustomerID
by Adam Moffett 11 Jun '13

11 Jun '13

OK, it's pretty clear that I did something wrong in setting up the externalDB. I pretty much pasted the example from the admin guide into Config.pm and edited it. It's at least partially working because I can see the customers and create tickets for them. In addition to the weird thing that happens when creating tickets (which I posted about separately), I also get an error when I load customer.pl. I pasted it below. I must be overlooking something fundamental. Error: Need CustomerID!!! Comment: Traceback: ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Fri Jun 7 14:28:22 2013 Message: Need CustomerID!!! Traceback (1654): Module: Kernel::Output::HTML::Layout::CustomerError (v1.381.2.10) Line: 3653 Module: Kernel::Modules::CustomerTicketOverview::Run (v1.4.2.1) Line: 68 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.63) Line: 998 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.44) Line: 204 Module: ModPerl::RegistryCooker::run (v1.44) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.44) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

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