- otrs - OTRS mailing lists

Resending replies
by Steven Carr 23 Oct '12

23 Oct '12

Not sure if this has been asked before, couldn't find any previous posts, so apologies if it has... I noticed there is a feature suggested on the ideas website https://otrsteam.ideascale.com/a/dtd/Resend-option-for-emails/383025-10369 but not sure if it's being considered yet by the OTRS team so I'm looking for alternatives. Does anyone have any suggestions for resending replies (other than forwarding the reply to the original email address which is what we currently do) until this feature is implemented? Thanks Steve

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Checklist
by S.Krueger＠aswo.com 20 Oct '12

20 Oct '12

Hi ! I want to use something like "check lists". That means, I want to have lists with questions , which should be answerd during the creation of the ticket, to make the processing of the ticket easier. That lists should be flexible and should change in depence of my choosen queue. I hope, I could explain my wishes :-) We use version 3.1.10. Any hint is welcome. Best regards, Stefanie

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Re: [otrs] ACL with FREETEXT ISSUE
by Antonio Sarmiento 19 Oct '12

19 Oct '12

Gerald, Thanks for your quick response But with this solution, I must think ACL with Freetext don't work? Because I want use only one freetext (1) for all queues & control with ACL the value of the free text to be displayed for each queue. Is it posible? I follow the guide http://faq.otrs.org/otrs/public.pl?Action=PublicFAQZoom&ItemID=68 or the best way is that you suggest? Regards Antonio Date: Wed, 17 Oct 2012 20:58:12 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] ACL with FREETEXT ISSUE To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oULW1Kighbxa56uuF+XdoMuroDk01-pQOmPvO_UTqk2m-Q(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" http://forums.otterhub.org/viewtopic.php?f=60&t=8032 On Wed, Oct 17, 2012 at 8:37 PM, Antonio Sarmiento <asarmiento(a)mi.cl> wrote: > I'm trying to display a subset of freetext values depending on the > queue selected. > For this I did the following configuration: > > In my freetext1 config I have: > > $Self->{'TicketFreeKey1'} = { > 'TIPO CI' => 'TIPO CI AFECTADO' > }; > $Self->{'TicketFreeText1'} = { > 'DNS' => 'DNS', > 'Fibra optica' => 'Fibra Optica', > 'Firewall' => 'Firewall', > 'Hub' => 'HUB', > 'Panel' => 'PANEL', > 'Proxy' => 'Proxy', > 'RAS' => 'RAS', > 'WEB' => 'WEB' > }; > > My ACL script in config.pm is: > # ticket acl > $Self->{TicketAcl}->{'ACL-CATEGORIA'} = { > # match properties > Properties => { > # current action match propertiess > Frontend => { > Action => ['AgentTicketPhone','AgentTicketEmail'], > }, > # current ticket match properties > Ticket => { > Queue => ['Comunicacion::Redes'], > }, > }, > # return possible options (white list) > Possible => { > # possible ticket options (white list) > Ticket => { > TicketFreeText1 => ['HUB','PANEL','Proxy'], > #TicketFreeKey1 => ['RAS'], > }, > }, > # remove options (black list) > #PossibleNot => { > # possible ticket options (black list) > # Ticket => { > #TicketFreeText1 => ['HUB','PANEL','Proxy'], > # TicketFreeKey1 => ['DNS','RAS','WEB'], > # }, > #}, > }; > > But it don't work because it display all the values in phone new > ticket, where I enable this freetext > > Please, Would somebody helpme > I apreciate your help > > Antonio > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >

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How is OTRS logging structured?
by Bogdan Iosif 18 Oct '12

18 Oct '12

Hi, What is the big picture of an OTRS instance's logging subsystem[s]? Please validate / complete the following statements or maybe paint your own picture or point me to a doc source (i failed to Google my way to one): - (1) files: %OTRS_HOME%\var\logs\*.log - (1.1) "otrs.log" - (1.1.1) Are these statements correct? : "otrs.log" is the main log file where entries are written only via the "Kernel::System::Log" core module. Investigation for most non-trivial OTRS errors should start by looking in "otrs.log". - (1.2) "SchedulerERR*.log" / "SchedulerOUT*.log" - (1.2.1) What purpose do these files serve? - (1.3) Are there other log files commonly found in this folder? - (2) GUI: ADMIN -> "System Log" - (2.1) Are these statements correct? : "otrs.log" from (1.1) is exposed in this GUI on *nix installations but not on Windows http://doc.otrs.org/3.1/en/html/adminarea-system-log.html - (3) files: %APACHE_HOME%\logs\*.log - (3.1) "access.log" - (3.1.1) Are these statements correct? : Not very interesting for OTRS error analysis. Documented here http://httpd.apache.org/docs/2.2/logs.html#accesslog - (3.2) "error.log" - (3.2.1) Are these statements correct? : When OTRS crashes really bad, this is the log to look at. "Console" log for mod_perl??? Documented here http://httpd.apache.org/docs/2.2/logs.html#errorlog - (3.3) Are there other log files commonly found in this folder? - (4) files: %CRONW_HOME%\logs\*.log - (4.1) "cronw.log" - (4.1.1) Are these statements correct? : Specific to Windows. Cronw writes to this log, depending on its logging level, when it starts up, reloads crontab or executes various entries in crontab - (4.1.1) Since Generic Agent jobs are run from cronw, will errors encountered by these jobs be written to this log? If not, then where? Any relationship to (1.2)? Is it possible to log some kind of output from Generic Agent jobs for audit purposes? If so, how? - (4.2) Are there other log files commonly found in this folder? Looks like a quiz but I was just trying to make it easy to answer to a particular question. Thanks, Bogdan P.S: I'm running v3.1.10 on Windows with the configuration deployed by the Windows installer OTRS package (Apache/StrawberryPerl/mysql)

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otrs.GenericAgent.pl -[c db] FAQ?
by Frans Stekelenburg 18 Oct '12

18 Oct '12

One for the FAQ maybe, what is functional the difference between: $HOME/bin/otrs.GenericAgent.pl and $HOME/bin/otrs.GenericAgent.pl -c db to me the scripting part appears poorly documented.. kr Frans

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Checklist
by S.Krueger＠aswo.com 18 Oct '12

18 Oct '12

Message: 1 Date: Wed, 17 Oct 2012 14:13:45 +0000 From: Juan Manuel Clavero Almir?n <juanm.clavero(a)ibsalut.es> Subject: Re: [otrs] Checklist To: User questions and discussions about OTRS. <otrs(a)otrs.org> Message-ID: <4E6C4135180B424CBFC6C6DE9456154A2A17BAA1(a)SCPDPSEXMB01P.ssib.local> Content-Type: text/plain; charset="utf-8" Hi Stefanie, a simple way would be using FAQ Articles. an Agent should insert Article text in the AgentTicketPhone Rich Text editor this way he would be able to read the questions and answer them Kind regards, Juan Clavero ############################# Hi Juan, that´s a good and easy idea ! Thank´s , we´ll try it that way. Best regards, Stefanie Krüger

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Out of the Office...
by LQ Marshall 18 Oct '12

18 Oct '12

aravind.r, I will be out of the office from Tuesday, October 16th through Thursday October 18th, 2012 with intermittent access to email. If you require more immediate assistance please forward your request to support.

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Unable to approve a change request
by Aravind.R 18 Oct '12

18 Oct '12

Hi, I am in a process of configuring / customizing ITSM and found that there is no option to approve a work order. Please help me to find out the options for this purpose. Regards, Aravind.R Sr.Executive, Systems Description: cid:image001.jpg@01CD23B3.DD1288F0 CCS Technologies (P) Ltd G-261, Main Avenue, Panampilly Nagar | Cochin | India - 682036 T: +91-481-2565654 (Extn:152) | M: +91-9645494942 E: <mailto:aravind.r@ccstechnologies.in> aravind.r(a)ccstechnologies.in | W: <http://www.ccstechnologies.in/> www.ccstechnologies.in P Please consider the environment before printing this email Description: cid:image002.jpg@01CD23B3.DD1288F0 Description: cid:image004.jpg@01CD23B3.DD1288F0

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Problem with ITSM Notifications
by Wagner 18 Oct '12

18 Oct '12

Hello, I'm trying to send a notification to the work order agent when a specific word order reachs it's Planned Start Time, so the Agent knows that he can begin the change. I've configured it, but it doesn't send the notification, every other notification works. I tried every possible configuration in the event WordOrderPlannedStartTimeReached to send to workorder agent, to change manager, to everybody, and every workorder! but nothing... it doesn't even log a thing. Does anyone have any idea? the workorder is created from a change template, it has the "requested" status Thanks

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ACL with FREETEXT ISSUE
by Antonio Sarmiento 18 Oct '12

18 Oct '12

I'm trying to display a subset of freetext values depending on the queue selected. For this I did the following configuration: In my freetext1 config I have: $Self->{'TicketFreeKey1'} = { 'TIPO CI' => 'TIPO CI AFECTADO' }; $Self->{'TicketFreeText1'} = { 'DNS' => 'DNS', 'Fibra optica' => 'Fibra Optica', 'Firewall' => 'Firewall', 'Hub' => 'HUB', 'Panel' => 'PANEL', 'Proxy' => 'Proxy', 'RAS' => 'RAS', 'WEB' => 'WEB' }; My ACL script in config.pm is: # ticket acl $Self->{TicketAcl}->{'ACL-CATEGORIA'} = { # match properties Properties => { # current action match propertiess Frontend => { Action => ['AgentTicketPhone','AgentTicketEmail'], }, # current ticket match properties Ticket => { Queue => ['Comunicacion::Redes'], }, }, # return possible options (white list) Possible => { # possible ticket options (white list) Ticket => { TicketFreeText1 => ['HUB','PANEL','Proxy'], #TicketFreeKey1 => ['RAS'], }, }, # remove options (black list) #PossibleNot => { # possible ticket options (black list) # Ticket => { #TicketFreeText1 => ['HUB','PANEL','Proxy'], # TicketFreeKey1 => ['DNS','RAS','WEB'], # }, #}, }; But it don't work because it display all the values in phone new ticket, where I enable this freetext Please, Would somebody helpme I apreciate your help Antonio

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