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Which setting controls if notification emails are sent during an agent's vacation?
by Ralf Hildebrandt 05 Feb '18

05 Feb '18

Most recent version of OTRS5 here. Question: Which setting controls if notification emails are sent during an agent's vacation? Why am I asking: An agent is on vacation for 1 week, set vacation in OTRS for that period of time. But today, a ticket was assigned to him so he can look at it after his vacation. Still, he received a notification email. I expected to notitification to be sent for agents "on vacation". -- 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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Attachments issue in otrs6
by Manuel Martínez Valls 24 Jan '18

24 Jan '18

Hi, We have migrated from otrs5 to 6 and we have found an extrange issue with some emails. Sometimes happens that the attachments included in a received email are not shown (you can't see any attachment, no number of files, etc), but if you forward the article to an external email address then you see the files you are resending as attachments. Then, the user who receives the forwarded email is able to see the files and if he replies then otrs is able to show the attachments on the new received article. If you want I can send a plain text containing an example as we use ArticleStorageFS. Regards, Manuel Martínez

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PhoneCall Articles
by Nick Bright 16 Jan '18

16 Jan '18

In OTRS 3.3.x is there a way to mark all "PhoneCall" (inbound or outbound) as 'internal' so that they are not visible when the customer views a ticket? -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------

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browser spellchecker in OTRS6
by Manuel Martínez Valls 12 Jan '18

12 Jan '18

Hi, I'm testing OTRS6 and I'd like to use the browser spellchecker. I've enabled the spellchecker on different browsers (Chrome, Firefox and Safari) but when I select a few words in the CK editor, and I do a right click, I get a contextual menu related to ck editor so the browser spellchecker doesn't work for me. Also, it would be good to have a few words in the documentation related to the use of this new feature on OTRS6. Can you please tell me how to use it? I'm sure it's easy to do but it's not working for me. Thanks in advance, Manuel Martínez

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Customer Information from LDAP in OTRS6
by Ralf Hildebrandt 04 Jan '18

04 Jan '18

I'm already successfully fetching "Customer Information" in the AgentTicketZoom View from our LDAP server -- in OTRS5. With a newly setup OTRS6, I made the changes to ./Kernel/Config.pm (simply copying them over from otrs5) yet the "Customer Information" widget in the AgentTicketZoom stays empty. Is there a "System Configuration" option I need to set? -- 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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MySQL error when trying to run /otrs-schema.mysql.sql script for otrs 6.0.3
by Amey Abhyankar 02 Jan '18

02 Jan '18

Hello, I have installed MySQL 5.7.20 for Cent OS 7 using RPM method. [64bit] I have installed OTRS 6.0.3 using RPM. OTRS & MySQL are on same Cent OS 7 machine. Now trying to run mysql script using following command = mysql -u root -p otrs < /opt/otrs/scripts/database/otrs-schema.mysql.sql [Same error if I execute this command by root user or by otrs user.] But it's throwing error as follows = ------------------------------------------------------------------------------------------------------------------------------------------ [root@localhost ~]# mysql -u root -p otrs < /opt/otrs/scripts/database/otrs-schema.mysql.sql [1] 29397 bash: lt: command not found... [1]+ Stopped mysql -u root -p otrs /opt/otrs/scripts/database/otrs-schema.mysql.sql: line 7: syntax error near unexpected token `(' /opt/otrs/scripts/database/otrs-schema.mysql.sql: line 7: `CREATE TABLE acl (' ------------------------------------------------------------------------------------------------------------------------------------------ How to solve this issue? Thanks & Regards, Amey.

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redirecting error to own page
by Henry Combrinck 21 Dec '17

21 Dec '17

Greetings, Is there a way to redirect the standard OTRS error page (eg, if a crash/error occurs and the "Send a bugreport or go back to the previous page... Error Details:..." is displayed) to some other URL? Instead of displaying the scary looking error page, we'd prefer to redirect somewhere else (eg, a more user-friendly error page). Thanks Henry

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Upgrade existing OTRS 6 to a newer OTRS 6 version on Fedora 27
by Rudolf Bargholz 19 Dec '17

19 Dec '17

This upgrade procedure has been tested on Fedora 27, upgrading an existing OTRS 6 (6.0.2) version to a newer OTRS 6 (6.0.3) version. It has been used twice successfully. Hope this is of help for someone. Open a terminal. Run the following as "root": sudo -i systemctl stop crond.service systemctl stop httpd.service Run the following as "otrs" user: su - otrs cd /opt/otrs/ bin/Cron.sh stop bin/otrs.Daemon.pl stop exit Run the following as "root": cd /opt/ ls rm otrs-6.0.2-03.noarch.rpm ls curl http://ftp.otrs.org/pub/otrs//RPMS/fedora/26/otrs-6.0.3-02.noarch.rpm -o otrs-6.0.3-02.noarch.rpm ls rpm -Uvh otrs-6.0.3-02.noarch.rpm systemctl start httpd.service systemctl start crond.service Run the following as "otrs" user: su - otrs cd /opt/otrs/ bin/otrs.Daemon.pl start bin/Cron.sh start The OTRS 6 has now been updated to a newer OTRS 6 version Regards Rudolf Bargholz

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OTRS6: Navigate to a specific ticket and specific article
by Rudolf Bargholz 18 Dec '17

18 Dec '17

Hi, If I click on a specific article in a ticket, then the following URL is displayed: http://support.xxx.ch/otrs/index.pl?Action=AgentTicketZoom;TicketID=32829#A… If I copy this URL, paste it into a new empty browser window, then the specified article is not shown in the view, but rather the last created article in the AgentTicketZoom view. Is there any way of specifying a URL that allows us to navigate to a specific article in a ticket? Regards Rudolf Bargholz

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Re: [otrs] How to configure OTRS 5s Patch Level 23 & Oracle 12c DB on different systems?
by Amey Abhyankar 14 Dec '17

14 Dec '17

On 30 November 2017 at 18:48, Roy Kaldung <kaldung(a)gmail.com> wrote: > Hi, > > Sound you’re listener or the client is not configured properly. That’s a DBA task. Maybe you should hire a pro. > >> can some1 tell me exact command? > > I can tell you the command, the correct parameter should be provided by your Oracle DBA too. > > sqlplus USER/PASSWORD@//hostName:port/SID > > E.g. creating the schema is done by executing > > sqlplus USER/PASSWORD@//hostName:port/SID @/opt/otrs/scripts/database/otrs-schema.oracle.sql Hello Roy, - Remote Oracle 12c server is properly configured now. - Output of './otrs.Console.pl Maint::Database::Check = 'Connection successful' - Execute respective DB scripts - Now I am trying to configure DB via http at http://10.1.1.8/otrs/installer.pl - I put same DB details as in Config.pm - How ever when I click on 'Check database settings' getting following error = Can't connect to database, Perl module DBD::Oracle not installed! How to solve this last issue probably? :-) Regards, Amey. > > > - Roy > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

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