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Hardware requirement
by Kaushal Shriyan 18 Feb '13

18 Feb '13

Hi, Any hardware requirements to setup OTRS? For example Hard Disk size and with what RAID config and Memory Requirements. Please suggest. Regards, Kaushal

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Upload attachment
by Jean BROW 17 Feb '13

17 Feb '13

Anyone know how I can make it possible to upload more than one attachment at same time when creating a new ticket?

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Custom field
by Jean BROW 15 Feb '13

15 Feb '13

We are working on linking an external CRM system to OTRS tickets. We were planning to use CUSTOMERID as the link field but this is automatically populated with the email address of the customer who submitted the ticket. Therefore we need to create a CUSTOM FIELD in OTRS that our customer service agents can populate with information (specifically the phone number of the customer) which we will then use to link to our CRM system. How, step by step, can I create a custom field in OTRS? Thanks in advance.

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Can we create Services via RPC?
by Jignesh Kakka (jkakka) 15 Feb '13

15 Feb '13

Hi All, Can we create Services via RPC. I don't see any service Object in RPC.pl We have TicketObject which can be used to create tickets We have customerUser Object which can be used to create customers I see Kernel:System:Service, but in RPC.pl we are not having object for it. Can somebody assist on this? Thanks, Jignesh

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How does PerformanceLog::FileMax config option works?
by Juan Manuel Clavero Almirón 15 Feb '13

15 Feb '13

Hi all, I have PerformanceLog activated and PerformanceLog::FileMax set to 25 (MB), but I just checked and the size of my Performance.log is 76M When does OTRS check the size of the log? Un saludo, Juan Clavero Almirón Gestiò d’Identitats, Firma i Custòdia Gestió de serveis TI Oficina de Tecnologies, Informació i Comunicacions (OTIC) Servei de Salut de les Illes Balears C/ de les Escoles, s/n - 07181 Bendinat - Mallorca Telf. +34 971.42.65.30

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Unable to hit to RPC.pl
by Jignesh Kakka (jkakka) 15 Feb '13

15 Feb '13

I created following SOAP message and tried to hit to RPC.PL <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" xmlns:enc="http://schemas.xmlsoap.org/soap/encoding/" xmlns:env="http://schemas.xmlsoap.org/soap/envelop/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" SOAP-ENV:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/"><SOAP-ENV:Header/><SOAP-ENV:Body><Dispatch xmlns="/Core"><Username xsi:type="xsd:string">root@localhost</Username><Password xsi:type="xsd:string">root</Password><Object xsi:type="xsd:string">TicketObject</Object><Method xsi:type="xsd:string">TicketGet</Method><Param1_Name xsi:type="xsd:string">TicketID</Param1_Name><Param1_Value xsi:type="xsd:int">1</Param1_Value></Dispatch></SOAP-ENV:Body></SOAP-ENV:Envelope> I got null response without an error message When I try to query through Generic interface, it works fine(Note : The soap structure is different for generic interface). But RPC.PL doesn't works I tried following https://github.com/gtudan/OTRS-Client and http://sastriawan.blogspot.com/2010/01/using-javaxxmlsoap-to-access-otrs-so… But they didn't work. Please guide me on this. Thanks, Jignesh

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NTOP v 5.0.1
by Phillip Lynn 14 Feb '13

14 Feb '13

All, We are running NTOP version 5.0.1 and have noticed in the Application Protocols tab at the bottom of the screen, under Aggregated View that every once in a while we have seen where the Avg value is greater than the Max value. I need a better understanding how this works and what could cause these types of results. I have read the tutorials on-line but I am still fuzzy on how the results could have such results. Thank's, Phillip Lynn -- Phillip Lynn Software Engineer II NetWolves Phone:813-579-3214 Fax:813-882-0209 Email: phillip.lynn(a)netwolves.com www.netwolves.com

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Customer Group as Generic Agent filter condition
by Finetti, Stefano 14 Feb '13

14 Feb '13

Greetings to all, this is my first post in this group, I tried to find an answer to my problem googling around but without any luck. I need a bit of help with OTRS 3.2.1 in creating a Generic Agent script for my company, basically this is what i need: My company has a number of queues based on various products, but every customer is mapped to a group which refers to an Agent as responsible (Key Account for customer). When a ticket is opened on OTRS by customer sending emails to the system, i want to check who is the customer, look for its group and then automatically assign the ticket to the account manager for the group as responsible. I don't know if i made myself clear :/ I know i can map each and every customer to a Responsible using Generic Agent, but here we are speaking of thousands of them... it would take ages to create all filters... Using the Customer Group function would be a nice help, but there is no such possibility in Web Interface and i don't know the exact variable name (and if it's usable) for the GenericAgent.pm script Thanks in advance for any help Feel free to point me in another direction if i'm going on a bad road! :) -- *Lynx International Srl* *Stefano Finetti* *Senior System Consultant* *Axed Group* Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina Skype: *ssfinetti* * * -- 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.

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OTRS localisation and language not working completely
by Pete 14 Feb '13

14 Feb '13

I'm a new to this list so Hello everyone. I've got a problem using Finnish language pack on otrs 3.2.1. I've downloaded it from http://fossies.org/unix/misc/otrs-3.2.1.tar.gz:a/otrs-3.2.1/Kernel/Language… . The problem is that not everything is translated on the pages but some of the texts are. I did a quick check from fi.pm where the translations are and noticed that even if translation is found from that file, it's not translated on the page. Could anyone help? Thanx. ~pete

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changing a label in 3.1.x
by Steve Clark 13 Feb '13

13 Feb '13

Hello, Could someone clue me in on the correct way to change a label that appears when working with a ticket. Example I want to change "Service Level Agreement" to like "Severity type ". I see that this appears in the following file in Kernel/Output/HTML/Standard AAATicket.dtl AdminGenericAgent.dtl AgentTicketActionCommon.dtl AgentTicketEmail.dtl AgentTicketMasterSlave.dtl AgentTicketOverviewMedium.dtl AgentTicketOverviewPreview.dtl AgentTicketPhone.dtl AgentTicketPrint.dtl AgentTicketSearch.dtl AgentTicketZoom.dtl Should I copy these to my own Theme dir and change them or is there one file I can change to accomplish this. -- 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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