- otrs - OTRS mailing lists

Upgrade 4.0.13 to 5.0.20 - web UI still "v4"
by Jeff Johnson 30 Jun '17

30 Jun '17

Greetings, I performed an upgrade on a functional 4.0.13 OTRS system (Linux, MySQL, RHEL6.7) to OTRS v5.0.20. I followed the upgrade process in the OTRS v5 HTML manual. The upgrade appears to have worked but the Agent UI in the browser is still the "OTRS 4 Free" theme. I'm assuming I'd see a v5 default UI. The reason for the upgrade was to get a responsive UI for agents using mobile devices like iPhones. Did I miss a critical step? I'm not sure where this is set. Maybe it's a v4 config file from my running system that needs editing to enable the v5 default UI? Thanks for any suggestions! --Jeff

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Replies only include e-mail address instead of "name <e-mail>"
by Sebastian Wain 28 Jun '17

28 Jun '17

Hi, I just realized that if a customer initiate a ticket via OTRS the auto-reply goes correctly to "name <e-mail>" but subsequent replies only identifies the user as "e-mail". So, if John Smith <john.smith(a)js.org> sends a new inquiry, the autoreply goes to John Smith <john.smith(a)js.org> but the next replies go to [ john.smith(a)js.org ]( mailto:john.smith@js.org ) The original e-mail only includes the "From:" header. I don't know if we need to include additional ones like "Sender:" or there is another way to solve this. We are using OTRS 5s. Thanks, Sebastian

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Bad Performance
by aledr 22 Jun '17

22 Jun '17

Hi! Had some complains about performance and noticed that: otrs/ index.pl?Action=AgentTicketAttachment;Subaction=HTMLView;ArticleID=108240;FileID=1 Took 99ms otrs/ index.pl?Action=AgentTicketAttachment;Subaction=HTMLView;ArticleID=108240;FileID=2 Took 30s What would be the reason? Thanks. -- [ ]'s Aledr - Alexandre

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Re: [otrs] dynamic field check box visibility
by Peter Sabbe 20 Jun '17

20 Jun '17

Maybe another way to look at it is to include the check box in a process and have the generic agent start the process only when it is applicable (and remove the process when no longer so), that is when your other dynamic field has or has not the valid group name. Cheers Peter

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dashboard settings
by Peter Sabbe 19 Jun '17

19 Jun '17

Hello, If I change my dashboard settings, next time I log in the old settings reappear. I have been testing with this and the new settings appear after a long period of time like hours or days. We run v5 for one application and still v3.3.4 for another application, is there a link with the upgrade? Thanks in advance! Peter

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Upgrade otrs 3.0.7 to 5
by Rose Dowson 16 Jun '17

16 Jun '17

Hi, I want to upgrade my otrs version from 3.0.7 to 5. 1) It is possible to install the new version 5 and restore de old database of otrs 3.0.7 ? 2) Or I should follow the upgrade from 3.0.7 to* 3.1->3.2->3.3->* *4.0.1->4.0.2->4.0.3->...->5.0.9 ?* *3) Or I could **jump directly from * *4.0 to 5 ?* * Please help me.* *Best regards.*

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Dynamic field Visibility
by Sujeeva Tissaarachchi 14 Jun '17

14 Jun '17

Dear Team, Could you give me a clue how to control the dynamic field visibility through ACL? I have below ACL in place. Here I need to show a dynamic field only for Incidents ConfigMatch: Properties: Type: Name: - IncidentConfigChange: PossibleNot: Ticket: DynamicField_BranchDept: [] Best Regards, Sujeeva Tissaarachchi

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Evaluating OTRS
by Kate Dawson 12 Jun '17

12 Jun '17

Hi, I'm trying to evaluate OTRS for a small company, who are currently using Solar Winds WebHelpDesk. The current process for logging a service request, is 1. A user phones a helpdesk operator 2. The helpdesk takes the details, and categorises/classifies the request. They have a large number of different categories for service requests. 3. The helpdesk operator assigns the request to a technician 4. The technician liases with the client, adding notes to the ticket until it is able to be marked as resolved. I wonder how OTRS can be used in this case. Would a queue correspond to each category of request, or should there be a queue per technician ? Are there any easy to read howto's that cover configuring OTRS for a small business. Thanks in advance, Kate Dawson

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Panel notice for non-owner agents
by jriverar＠anzoategui.gob.ve 09 Jun '17

09 Jun '17

Good morning, how could I do for a certain agent to appear a notification of a ticket in the panel when comment or unlock even if that agent does not own or belong to that queue?

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Service field grayed out
by Pedro Lobo 08 Jun '17

08 Jun '17

Hi, I'm attempting to create a new ticket and assign it to a service. I already have a few services created, but when I create a new ticket, the service field isn't active and I can't assign the ticket to the service as it is shown here: http://doc.otrs.com/doc/manual/itsm/stable/en/html/ch06s02.html I'm running OTRS + ITSM Module at 5.0.19 Cheers, Pedro

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