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OTRS 5: more fine-grained ticket overview in AgentTicketQueue ?
by Susan Dittmar 30 May '18

30 May '18

Hi, in AgentTicketLockedView there is a tab for tickets with reminder set, and a tab for tickets with reminder reached (if such tickets are locked by the agent). Looking at the workflow my collegues prefer, I would love to grant them such tabs in the AgentTicketQueue view. Is it possible? How? Thanks for any hints, Susan

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QA please for rebranding
by Martin Gruner 30 May '18

30 May '18

Dear S7 team (and Carlos, please see below), I want to ask you (S7) for a QA on changes that Marc and I did recently. Please perform this QA by Thursday and send us your results as a response to this email. It is about the branches feature-new-logo-mab-rel-4_0, feature-new-logo-mab-rel-5_0 and feature-new-logo-mab-rel-6_0. The following changes should be contained: - The login logo now must be that of ((OTRS)) Community Edition. - The header logo in the agent area also must be that of ((OTRS)) Community Edition. - With installed OTRS Business Solution™, the logo must be changed (as previous) to that of OTRS Business Solution™. - All places that talked about »OTRS Free« must now refer to »((OTRS)) Community Edition«. - All tests must still work (one known issue: there is a package test that checks for an online repository name of »OTRS Freebie Features« which is currently still wrong (»OTRS Free Features«) - will be fixed later. Please verify that our changes are correct and consistent, and that we didn’t break anything. With your approval, I’d like to merge these branches by Friday to be included in our next releases. @Carlos Rodriguez, please plan an additional release for OTRS 4 to roll out this rebranding in parallel to the already planned releases for OTRS 5 and 6. Thank you very much and best regards, Martin Gruner Team Lead R&D OTRS AG Bahnhofplatz 1a 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: https://www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel ____________________________________________________ Customer Service, ITSM oder Corporate Security – OTRS hat die passende Lösung. Erfahren Sie mehr: https://otrs.com/de/otrs-loesungen/

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OTRS6 - Upgrade from v5 to v6. article ID has changed
by JAOUEN Egareg 30 May '18

30 May '18

Hi, After the upgrade from OTRS v5 to OTRS v6.0.7, I have noticed a change in the article view : new articles are shown after the oldest one. After a little investigation, new articles seem to have id with a lower value than older articles. How is it possible ? When I ran a SQL query about it, I can see the result below (SELECT * FROM article) : ID TICKET_ID ARTICLE_SENDER_TYPE_ID COMMUNICATION_CHANNEL_ID IS_VISIBLE_FOR_CUSTOMER SEARCH_INDEX_NEEDS_REBUILD INSERT_FINGERPRINT CREATE_TIME CREATE_BY CHANGE_TIME CHANGE_BY 1 235 1 1 1 0 15165-oE7fivzjkn1S57A8MZ2o9QfFsHXLZnHK 2018-05-25 18:11:30 3 2018-05-25 18:11:30 3 2 235 1 1 1 0 15147-LaE2kJ2uQoRK1vcL6ZHirYOYLWRUFnyU 2018-05-25 18:11:45 3 2018-05-25 18:11:45 3 3 235 1 1 1 0 1654-mEmoCnIgHweBLCSzJVdMBGMEHXyCA4Vl 2018-05-25 18:22:10 3 2018-05-25 18:22:10 3 … … … … … … … … … … … 31 1537 3 1 1 0 30105-qXC8qf4D9JOtxu5kSP1u6zrhJdG6wfKv 2018-05-28 14:40:15 1 2018-05-28 14:40:15 1 32 1862 1 1 1 0 28719-2qM68hcyIBkmBOBgGPXO5MR7fYKZL9nJ 2018-05-28 15:00:46 3 2018-05-28 15:00:46 3 327 194 1 1 1 0 NULL 2015-02-19 15:04:53 5 2015-02-19 15:04:53 5 328 195 1 1 1 0 NULL 2015-02-19 15:10:49 5 2015-02-19 15:10:49 5 329 196 1 1 1 0 NULL 2015-02-19 15:21:44 4 2015-02-19 15:21:44 4 330 197 1 1 1 0 NULL 2015-02-19 15:30:46 4 2015-02-19 15:30:46 4 … … … … … … … … … … … 9973 235 1 1 1 0 NULL 2018-05-25 16:34:04 3 2018-05-25 16:34:04 3 My older articles IDs start from value 327. And the newest articles IDs start from 1 to 32 (for the moment). I am expecting some troubles when the article ID will reach the value 327… How to fix that point ? My highest value for article ID is 9973 and the change appears exactly when I migrated from v5.0.27 to v6.0.1. Thanks, Egareg JAOUEN Ingénieur Recherche&Développement Tel : +33 2 31 35 34 81 │egareg.jaouen(a)elitt.com ELITT 8 rue Léopold Sédar-Senghor - 14460 Colombelles - France │www.elitt.com

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Addressbook, how to configure & add entries?
by Ralf Hildebrandt 28 May '18

28 May '18

Using OTRS 6 here. How can I add an "addressbook" (my users need it for commonly used addresses when forwarding requests to external publishers) and how do I add entries? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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AUTOREPLY otrs Digest, Vol 116, Issue 8
by baer＠opm-computer.de 28 May '18

28 May '18

Sehr geehrte Damen und Herren, in der Zeit vom 19.05.2018 bis einschließlich 03.06.2018 befinde ich mich nicht im Büro. Beachten Sie bitte, dass Ihre E-Mail nicht automatisch weitergeleitet wird. In dringenden Fällen wenden Sie sich bitte an unsere Hotline, 0203-378530, oder an Herrn Hesselmann (hesselmann(a)opm-computer.de) Mit freundlichen Grüßen Ronny Bär OPM IT Service GmbH Send otrs mailing list submissions to otrs(a)lists.otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/mailman/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)lists.otrs.org You can reach the person managing the list at otrs-owner(a)lists.otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Addressbook, how to configure & add entries? (Ralf Hildebrandt) 2. OTRS6 - Upgrade from v5 to v6. Error deserializing data (JAOUEN Egareg) 3. Addressbook, how to configure & add entries? (Ralf Hildebrandt) 4. Re: Addressbook, how to configure & add entries? (Renee B) ---------------------------------------------------------------------- Message: 1 Date: Mon, 28 May 2018 10:59:30 +0200 From: Ralf Hildebrandt <Ralf.Hildebrandt(a)charite.de> To: otrs(a)otrs.org Subject: [otrs] Addressbook, how to configure & add entries? Message-ID: <20180528085930.GD25020(a)charite.de> Content-Type: text/plain; charset="utf-8" Using OTRS 6 here. How can I add an "addressbook" (my users need it for commonly used addresses when forwaring requests to external publishers) and how do I add entries? -- Ralf Hildebrandt Charite Universit?tsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Gesch?ftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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OTRS6 - Upgrade from v5 to v6. Error deserializing data
by JAOUEN Egareg 28 May '18

28 May '18

Hi, As I was running a (very) old v5 OTRS, I didn’t look deeply into messages from this email list dealing with v6 OTRS. I upgraded my server last week and all seems good and running. But, in system log, I can see numerous errors : Mon May 28 10:11:13 2018 error OTRS-CGI-0 Error deserializing data: Magic number checking on storable string failed at /usr/lib64/perl5/vendor_perl/Storable.pm line 464, at /opt/otrs/Kernel/System/Storable.pm line 116. Mon May 28 10:11:13 2018 error OTRS-CGI-0 Error deserializing data: Magic number checking on storable string failed at /usr/lib64/perl5/vendor_perl/Storable.pm line 464, at /opt/otrs/Kernel/System/Storable.pm line 116. Mon May 28 10:11:13 2018 error OTRS-CGI-0 Error deserializing data: Magic number checking on storable string failed at /usr/lib64/perl5/vendor_perl/Storable.pm line 464, at /opt/otrs/Kernel/System/Storable.pm line 116. Mon May 28 10:11:13 2018 error OTRS-CGI-0 Error deserializing data: Mon May 28 10:10:40 2018 error OTRS-CGI-0 Error deserializing data: Magic number checking on storable string failed at /usr/lib64/perl5/vendor_perl/Storable.pm line 464, at /opt/otrs/Kernel/System/Storable.pm line 116. Did someone experience something like this ? Do you have some ideas to solve this problem ? Thanks ! Egareg JAOUEN Ingénieur Recherche&Développement Tel : +33 2 31 35 34 81 │egareg.jaouen(a)elitt.com ELITT 8 rue Léopold Sédar-Senghor - 14460 Colombelles - France │www.elitt.com

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Addressbook, how to configure & add entries?
by Ralf Hildebrandt 28 May '18

28 May '18

Using OTRS 6 here. How can I add an "addressbook" (my users need it for commonly used addresses when forwaring requests to external publishers) and how do I add entries? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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Dynamic field filled automatically
by Karlos Jelez 14 May '18

14 May '18

Hi guys I am using OTRS 5s. I need a dynamic field to store an aditional value; this field: - Must be filled with Queue (Name) + Date (year_month_day) + Time (hour_mins_secs). - Must be set and stored for phone tickets and email tickets registered by agents, and for email tickets sent to every queue. Dou you have some guideline? Thanks Karlos

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OTRS 6 - SMTP Settings and POP3 Settings
by Johnnie Rucker 10 May '18

10 May '18

Hello Community, We just upgraded to OTRS6 and can not find the SMTP settings in the Admin. We setup an email account and queue but are getting the error below - we can connect to pop.gmail. Is anyone familiar with how to resolve this issue? Please help. Backend ERROR: OTRS-CGI-74 Perl: 5.16.3 OS: linux Time: Thu May 10 14:49:10 2018 Message: CommunicationLog(ID:11,AccountType:-,AccountID:-,Direction:Incoming,Transpor t:Email,ObjectLogType:Connection,ObjectLogID:11)::Kernel::System::MailAccoun t::POP3 => POP3: Can't connect to pop.gmail.com RemoteAddress: 208.73.160.46 RequestURI: /otrs/index.pl?Action=AdminMailAccount;Subaction=Run;ID=2;ChallengeToken=2Ky JmTzqguncODQIGFqM8A5okDJ7e0nb; Traceback (23910): Module: Kernel::System::CommunicationLog::_LogError Line: 538 Module: Kernel::System::CommunicationLog::ObjectLog Line: 300 Module: Kernel::System::MailAccount::POP3::Fetch Line: 197 Module: Kernel::System::MailAccount::MailAccountFetch Line: 566 Module: Kernel::Modules::AdminMailAccount::Run Line: 76 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1116 Module: /opt/otrs/bin/cgi-bin/index.pl Line: 40 root@otrs.encoreglobalsolutions:/etc/mail$ telnet pop.gmail.com 995 Trying 74.125.141.108... Connected to pop.gmail.com. Escape character is '^]'. ^CConnection closed by foreign host. Thank You, Johnnie Rucker General Manager <http://encoreglobalsolutions.com/> http://encoreglobalsolutions.com/

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Subject some times it has ticket number, some times it doesnt
by Karlos Jelez 10 May '18

10 May '18

Hi guys I am testing OTRS 5.0.27. All is running ok, however I found the subject some times it has the ticket number, some times it does not in the received automatic notification. As you can see in the atached image, 3 tickets have ticket number but 1 (the last one) does not. Any ideas about the solution? Thanks a lot. Karlos

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