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Issue with closed tickets
by Jean BROW 06 Feb '13

06 Feb '13

I find a lot of ticket in OTRS that are closed, and cannot understand why. This is what I see: E-mail from customer Autoreplay from OTRS with the ticket number State is "closed successful" and the "owner" is always the same person. Anyone have an idea why this happen?

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How to show dynamic fields in UI while creating tickets
by Jignesh Kakka (jkakka) 06 Feb '13

06 Feb '13

Hi Team, I want to see all dynamic fields while creating ticket as well as while viewing ticket details. How is this possible in OTRS UI. Thanks, Jignesh

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fusioninventory status
by Olivier Sallou 06 Feb '13

06 Feb '13

Hi, there are many posts about OTRS and FusionInventory integration, but what is current status? Thanks Olivier -- gpg key id: 4096R/326D8438 (keyring.debian.org) Key fingerprint = 5FB4 6F83 D3B9 5204 6335 D26D 78DC 68DB 326D 8438

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Survy questions
by Daniel 06 Feb '13

06 Feb '13

Hi There, is there any way to see the ClickRate? My fault is, i saw we send 100 Mails to rate our Support but only 4 customers rated our support. I want to check if other Customers click the link and think "OMG what questions" or if the dont click the link ans delete ne Mail unread. I you can understand what i mean ;) -- Mit freundlichen Grüßen Daniel mailto:daniel@linux-nerd.de

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Re: [otrs] Multiple Levels of Escalation
by Praneeth Katru 05 Feb '13

05 Feb '13

Can you explain how to implement the second option i.e. GenericAgent + priority change + notification (event) on priority change. Thanks Praneeth Katru

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Re: [otrs] Issue : when opening ticket, browser prompts to open/save the html of article
by Baton Jerome 05 Feb '13

05 Feb '13

Hello all, Gerald, I corrected some conf and the script succeeded. Unfortunately, it was not enough. After some backup of my conf files, I uninstalled all the apache2 (v2.2.22) packages (dpkg -l | grep apache2 ) with apt-get purge transfered the v2.2.20 packages from other system (I found them in /var/cache/apt/archives) then installed those. After putting back the otrs.conf file in /etc/apache2/conf.d and restart apache2 >> it works. Conclusion: the v3.0 I have does not run well on apache 2.2.22, behaves ok on 2.2.20 Thank again for your time Best Regards Jerome

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Re: [otrs] Issue : when opening ticket, browser prompts to open/save the html of article
by Baton Jerome 04 Feb '13

04 Feb '13

Hello, Thank you Alvaro and Gerald for your help. I have cleared the cache with /opt/otrs/bin/otrs.DeleteCache.pl /opt/otrs/bin/otrs.RebuildConfig.pl crashed with an error ERROR: OTRS-otrs.RebuildConfig.pl-84 Perl: 5.14.2 OS: linux Time: Mon Feb 4 17:14:10 2013 Message: C-Parser: not well-formed (invalid token) at line 274, column 41, byte 12478 at /usr/lib/perl5/XML/Parser.pm line 187! Traceback (6647): Module: Kernel::System::XML::XMLParse (v1.105) Line: 755 Module: Kernel::System::XML::XMLParse2XMLHash (v1.105) Line: 604 Module: Kernel::System::SysConfig::_Init (v1.27) Line: 1617 Module: Kernel::System::SysConfig::new (v1.27) Line: 131 Module: ./otrs.RebuildConfig.pl (v1.14) Line: 56 ERROR: OTRS-otrs.RebuildConfig.pl-84 Perl: 5.14.2 OS: linux Time: Mon Feb 4 17:14:10 2013 Message: XML::Parser produced errors. I use XML::Parser::Lite as fallback! Traceback (6647): Module: Kernel::System::XML::XMLParse (v1.105) Line: 756 Module: Kernel::System::XML::XMLParse2XMLHash (v1.105) Line: 604 Module: Kernel::System::SysConfig::_Init (v1.27) Line: 1617 Module: Kernel::System::SysConfig::new (v1.27) Line: 131 Module: ./otrs.RebuildConfig.pl (v1.14) Line: 56 otrs.RebuildConfig.pl <Revision 1.14> - OTRS rebuild default config Copyright (C) 2001-2010 OTRS AG, http://otrs.org/ Basically, I have copied /opt/otrs & the DB from an ubuntu system to another (not same versions). Then changed some setting in /opt/otrs/Custom/Kernel/Config. The problem could be javascript-related but the behavior is the same on FFox, Chrome, IE. Is there other elements used by OTRS, elsewhere than /opt/otrs, the DB and /etc/apache2 ? I have checked the Apache HTTP versions. The “working one” is 2.2.20 (on 11.10) and the “faulty one” is 2.2.22. (on 12.04) However, I do not see in the changelog what could cause the behaviour Changes with Apache 2.2.22 *) SECURITY: CVE-2011-3368 (cve.mitre.org) Reject requests where the request-URI does not match the HTTP specification, preventing unexpected expansion of target URLs in some reverse proxy configurations. [Joe Orton] *) SECURITY: CVE-2011-3607 (cve.mitre.org) Fix integer overflow in ap_pregsub() which, when the mod_setenvif module is enabled, could allow local users to gain privileges via a .htaccess file. [Stefan Fritsch, Greg Ames] *) SECURITY: CVE-2011-4317 (cve.mitre.org) Resolve additional cases of URL rewriting with ProxyPassMatch or RewriteRule, where particular request-URIs could result in undesired backend network exposure in some configurations. [Joe Orton] *) SECURITY: CVE-2012-0021 (cve.mitre.org) mod_log_config: Fix segfault (crash) when the '%{cookiename}C' log format string is in use and a client sends a nameless, valueless cookie, causing a denial of service. The issue existed since version 2.2.17. PR 52256. [Rainer Canavan <rainer-apache 7val com>] *) SECURITY: CVE-2012-0031 (cve.mitre.org) Fix scoreboard issue which could allow an unprivileged child process could cause the parent to crash at shutdown rather than terminate cleanly. [Joe Orton] *) SECURITY: CVE-2012-0053 (cve.mitre.org) Fix an issue in error responses that could expose "httpOnly" cookies when no custom ErrorDocument is specified for status code 400. [Eric Covener] *) mod_proxy_ajp: Try to prevent a single long request from marking a worker in error. [Jean-Frederic Clere] *) config: Update the default mod_ssl configuration: Disable SSLv2, only allow >= 128bit ciphers, add commented example for speed optimized cipher list, limit MSIE workaround to MSIE <= 5. [Kaspar Brand] *) core: Fix segfault in ap_send_interim_response(). PR 52315. [Stefan Fritsch] *) mod_log_config: Prevent segfault. PR 50861. [Torsten Fï¿½rtsch <torsten.foertsch gmx.net>] *) mod_win32: Invert logic for env var UTF-8 fixing. Now we exclude a list of vars which we know for sure they dont hold UTF-8 chars; all other vars will be fixed. This has the benefit that now also all vars from 3rd-party modules will be fixed. PR 13029 / 34985. [Guenter Knauf] *) core: Fix hook sorting for Perl modules, a regression introduced in 2.2.21. PR: 45076. [Torsten Foertsch <torsten foertsch gmx net>] *) Fix a regression introduced by the CVE-2011-3192 byterange fix in 2.2.20: A range of '0-' will now return 206 instead of 200. PR 51878. [Jim Jagielski] *) Example configuration: Fix entry for MaxRanges (use "unlimited" instead of "0"). [Rainer Jung] *) mod_substitute: Fix buffer overrun. [Ruediger Pluem, Rainer Jung] Changes with Apache 2.2.21 *) SECURITY: CVE-2011-3348 (cve.mitre.org) mod_proxy_ajp: Respond with HTTP_NOT_IMPLEMENTED when the method is not recognized. [Jean-Frederic Clere] *) Fix a regression introduced by the CVE-2011-3192 byterange fix in 2.2.20. PR 51748. [<lowprio20 gmail.com>] *) mod_filter: Instead of dropping the Accept-Ranges header when a filter registered with AP_FILTER_PROTO_NO_BYTERANGE is present, set the header value to "none". [Eric Covener, Ruediger Pluem] *) mod_proxy_ajp: Ignore flushing if headers have not been sent. PR 51608 [Ruediger Pluem] *) mod_dav_fs: Fix segfault if apr DBM driver cannot be loaded. PR 51751. [Stefan Fritsch] *) mod_alias: Adjust log severity of "incomplete redirection target" message. PR 44020. *) mod_rewrite: Check validity of each internal (int:) RewriteMap even if the RewriteEngine is disabled in server context, avoiding a crash while referencing the invalid int: map at runtime. PR 50994. [Ben Noordhuis <info noordhuis nl>] *) core: Allow MaxRanges none|unlimited|default and set 'Accept-Ranges: none' in the case Ranges are being ignored with MaxRanges none. [Eric Covener] *) mod_proxy_ajp: Respect "reuse" flag in END_REPONSE packets. [Rainer Jung] The permissions are ok (otrs.SetPermissions). Server is restarted upon each change. Would you have any idea ? Thanks for your time Jerome From: Baton Jerome Sent: vendredi 1 février 2013 17:49 To: 'otrs(a)otrs.org' Subject: Issue : when opening ticket, browser prompts to open/save the html of article Hello, I am new to OTRS, my context is that I’m transferring an OTRS 3.0 to a new machine (there is custom dev for pgp that I don’t master inside). I not only copied the /opt/otrs but also the content of the DB. I checked for the dead links to see that some necessary JS was hidden in /etc/javascript-common. This is corrected and the system is working. Even email fetching is working ☺ and email tickets get created But I have an issue, rather weird. When open I open a ticket, the browser prompts me to open/save the html of article (which is correct) instead of showing it in the same page. Thank for your help Jerome

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OTRS freeze tickets its creation time is future than server time
by Esteban Monge 03 Feb '13

03 Feb '13

Hello: I have problems with OTRS, we have Debian GNU/Linux in ESX with a cron task for sync time with ntpdate, runs each five minutes, I configured php with timezone (America/Panama). But for any reason time in machine changes, if between five minutes of next ntpdate update OTRS receive a new ticket and have new tickets with out attendance, Dashboard will be freeze, new ticket don't can showed and actual new ticket can be closed but still in Dashboard with negative time until server sync with the hour that OTRS thinks was created. I need two solutions, first a correct way to mantain the hour with out modifications and/or a possible fix for OTRS. Thanks a lot

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R: otrs Digest, Vol 53, Issue 6
by Bianchi Massimo 02 Feb '13

02 Feb '13

HI Steven, thanks for hint. It is a test instance, and I tried the upgrade a couple of times. On production I will wait for the release of some updates on features add-ons. At least now I have the workarounds for my little problems, hoping he solutions could be usefull to others ! Regards, Massimo -----Messaggio originale----- Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di otrs-request(a)otrs.org Inviato: sabato 2 febbraio 2013 13:00 A: otrs(a)otrs.org Oggetto: otrs Digest, Vol 53, Issue 6 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. Re: Update to 3.2 - some problems (Steven Carr) ---------------------------------------------------------------------- Message: 1 Date: Fri, 1 Feb 2013 18:40:32 +0000 From: Steven Carr <sjcarr(a)gmail.com> Subject: Re: [otrs] Update to 3.2 - some problems To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CALMep04SC8qeeOTofrOiw4QaWhEFUdk6m0NfG-ygwgcA7MXfFw(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" Have you thought about backing out completely and then starting the upgrade all over again? Clearly something has gone wrong during the upgrade. It would be much easier to start again (though I do hope this is a test instance and not your live instance you have upgraded). Steve

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Update to 3.2 - some problems
by Bianchi Massimo 01 Feb '13

01 Feb '13

Hi all, The permission went OK, and with permissions ok I was able to: 1) Change parameters in "sysconfig" 2) Create a new process, synchronize and then create a new ticket from process (wow!) Still fighting with the un-ability to create a new ticket. No errors in /var/log/messages My header looks like: [cid:image001.png@01CE00B1.E7830D60] So no drop down menu or whatever. I followed MG suggestion (reset configuration on Frontend::Customer::ModuleRegistration) CustomerFrontend::Module###CustomerTicketOverview was not default, I reset it. The others where "default" (no circular arrow) Now it works :) Don't know why it broke. I have some not compatible add-ons (multiserviceselect, diynamictickettemplate, EscalationSuspend ) and I disabled the "company ticket". But now I can enjoy testing 3.2 (until OTRS release the updated packages, then I will work on production). Thanks, Massimo Massimo Bianchi Npo Sistemi S.p.A. - Gruppo Npo S.S.11 Padana Superiore 28 20063 Cernusco S/Naviglio MI Tel: +39 02 92596.322 Cell: +39 348 5852275 Fax: +39 02 92140548 Skype: massimo.bianchi Lync: massimo.bianchi(a)nposistemi.it<mailto:massimo.bianchi@nposistemi.it> Mail: massimo.bianchi(a)nposistemi.it<mailto:massimo.bianchi@nposistemi.it> Web: http://www.nposistemi.it<http://www.nposistemi.it/>

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