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Reply to an email by Agent
by Muhammad El-Sergani 28 Jun '11

28 Jun '11

Dear all, There seems to be something wrong, when I reply to an email (from OTRS) that one other Agent wrote before me. The scenario goes as this: 1- Customer sends email 2- Agent replies 3- I (Agent) reply back to the Agent.. my intention is to follow up on what my colleague had just wrote earlier 4- In my email, the TO is set to the Customer (OK), and the CC is also as per the original email (OK)... but in my email body it says the following: ---- Message from Customer --- From: Customer To: Customer Cc: Original CC Subject: Re: Date: 2011-06-22 08:57:00 Agent email body. When it should show the following: ---- Message from Agent --- From: Agent To: Customer Cc: Original CC Subject: Re: Date: 2011-06-22 08:57:00 Agent email body. Any help with this? Thanks and Best Regards, Muhammad El-Sergani.

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A few agents get error "Magic number checking on storable string failed at ..\..\lib\Storable.pm"
by Hugh Kelley 27 Jun '11

27 Jun '11

This is specific to these (two) agents and follows them across browsers, computers, etc. The full exception is here (taken from PerlEx, though mod_perl does the same): Precompiler: Execute Error: Filename:[C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl] Package:[PerlEx::Precompiler::c_::otrs::otrs2d3_0_0::bin::cgi2dbin::index_pl] Params[] Magic number checking on storable string failed at ..\..\lib\Storable.pm (autosplit into ..\..\lib\auto\Storable\thaw.al) line 415, at ../..//Kernel/System/Cache/FileStorable.pm line 128 PerlEx: Error return: -1 I assume this is a corrupt user preference, but I can't find one in the table that looks bad. Any suggestions? We're on OTRS 3.0.3. Hugh

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ITSM:CMDB question
by Danail Petrov 27 Jun '11

27 Jun '11

Hello folks, Long time no see ;) I'm here with another question, this time it's about the CMDB module. I have some ideas yet I can't find a way to realize these using OTRS. My question is: Is it somehow possible to add custom field to all kind of CI (configuration items/cmdb assets)? I want to create my own naming convention and be able to use it in OTRS. For instance - We are currently using the following asset management naming convention: CustomerID - POP - DeviceType - UID 001 - 001 - 02 - 00001 So basically I need to have an option to fill this information within a custom label (let's say an AssetID for example). Also I would need an option to search by this Id within the CMDB. For example, if I receive a call from customer with inquiry "Hey, we have a problem with assetId is 12-22-1-0013 - the lights doesn't blinking" - I must have an option to search directly for this assetId - without specifying whether if it's a Switch, Router or PC - because I don't have this information. Do you think this is somehow possible? 10x in advance! Danail Petrov Managed Services Manager GSM: +359 879 686809 Office: + 359 2 970 45 74 Email: danail.petrov(a)telelink.com <mailto:danail.petrov@telelink.com> [ТЕЛЕЛИНК СЛУЖЕБНО] [BG] Съдържанието на това електронно съобщение е предназначено единствено за посочения получател. В случай, че не сте указания получател на това съобщение или негов оторизиран представител, използването, копирането, разпространението му или предприемането на действия, свързани с него е строго забранено. Ако сте получили това съобщение в резултат на техническа грешка, моля уведомете подателя и изтрийте съобщението от пощенската си кутия или всякакви други запаметяващи устройства. Електронните съобщения, разпространявани по Интернет, могат да бъдат променяни.Телелинк ЕАД не носи отговорност за модифицирани, променени или фалшифицирани съобщения. [EN] The contents of this e - mail are intended for the named addressee only.Unless you are the named addressee or an authorized designee, you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. Please notify the sender immediately if you have received this e - mail by mistake and delete it from your system. Messages, transported over the public Internet are susceptible to alteration. Telelink shall not be liable for the message if altered, changed or falsified.

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Announcement: solution to load Outlook contacts CSV into OTRS Address Book
by Charles 26 Jun '11

26 Jun '11

Hello :-) I've just posted a script and associated SQL to import data from an Outlook contacts format CSV file into an OTRS 3.0.8 Address Book as an entry in my blog at Linux Questions. The format was chosen because many email programs can export contacts in Outlook CSV format; the test file was generated by Google Mail. The link is (sorry about any wrapping): http://www.linuxquestions.org/questions/blog/catkin-444761/otrs-importing-a… I'm very new to OTRS so may not have done this the best way; comments and suggestions are invited. In particular the method may have created a large number of OTRS Customer logons as a side effect of populating the Address Book; if so, it would be great to learn a) how not to do so or, if that is not possible, how to disable them. Best Charles

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Problem with IE8 - 'CKEDITOR' is undefined
by Olivier Macchioni 24 Jun '11

24 Jun '11

Hello All, Some of my users are reporting an error with IE8 on OTRS 3.0.6 when trying to answer to a ticket: Détails de l’erreur de la page Web Agent utilisateur : Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 5.1; Trident/4.0; .NET CLR 1.1.4322; .NET CLR 2.0.50727; .NET CLR 3.0.4506.2152; .NET CLR 3.5.30729; .NET4.0C; .NET4.0E; InfoPath.1; MS-RTC LM 8) Horodateur : Thu, 23 Jun 2011 17:18:02 UTC Message : Expected ')' Ligne : 92 Caractère : 514 Code : 0 URI : https://otrs.xxx/js/thirdparty/ckeditor-3.4.2/ckeditor.js?sfgdata=+sfgRmlua… Message : 'CKEDITOR' is undefined Ligne : 384 Caractère : 1 Code : 0 URI : https://otrs.xxx/js/js-cache/CommonJS_30a5d10d2b06b0bad5a54bbd7fa35b7c.js?s… It's the first time we try to use OTRS with an IE client... and in this case we have no choice, it's impossible to change the browser used. Is it a known issue with a known workaround? Thanks, Olivier

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Fetch Mail on Win32
by Maximilian A. Fuxjaeger 24 Jun '11

24 Jun '11

Dear OTRS Guru's I've browsed and looked up and read about getting OTRS to fetch mail every 2 or 5 minutes, but it seems that my version and build (OTRS::ITSM 3.0.3 on Windows) does not use the crontab.txt file (it is empty and the cronw32.pl and other files does not populate it) 1. Can anybody out there please supply me with "how to populate and get crontab.txt working" on Win32 please (I've also noticed my directories are a bit different from those described in the help files and wiki's 2. Also, when I change owner, it does not close the message tab and does not return to the ticket status view (like it does when closing a ticket) - how can I fix this or who do I report this bug to? Thank you Max Fuxjaeger max(a)rawsonproperties.com

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Re: [otrs] Is it possible to hide the CUSTOMERS button?
by Charles 24 Jun '11

24 Jun '11

On 20/06/11 17:30, otrs-request(a)otrs.org wrote: > Date: Sun, 19 Jun 2011 20:35:22 +0200 > From: Roy Kaldung<roy(a)kaldung.com> > Subject: Re: [otrs] Is it possible to hide the CUSTOMERS button? > To: "User questions and discussions about OTRS."<otrs(a)otrs.org> > Message-ID:<AAB46773-6181-4520-A49D-E84E1533307F(a)kaldung.com> > Content-Type: text/plain; charset=us-ascii > > On Jun 19, 2011, at 7:48 PM, Charles<otrs(a)catcons.co.uk> wrote: > >> > Hello:-) >> > >> > We are not using the Customers facility. Is it possible to suppress display of the CUSTOMERS button to give a cleaner interface for our agents? >> > > Check out the agent's group permissions to the customer frontend module > > Regards, > Roy > > -- Roy Kaldung Thanks Roy :-) That was a good clue. It turns out on an as-installed system, the CUSTOMERS button is displayed for users with a RW relation with the admin or users groups. That doesn't jive with the helpful text for RW: "Full read and write access to the tickets in this group/queue". The configuration that effects the observed behaviour is found on otrs/index.pl?Action=AdminSysConfig;Subaction=Edit;SysConfigSubGroup=Frontend::Admin::ModuleRegistration;SysConfigGroup=Framework;# On that page, Frontend::Module###AdminCustomerUser has: Groups: admin and user. Groups ro: empty. Incidentally, on the same page, NavBar -> Name is the value used to generate the CUSTOMERS string; this allows organisations that do not have customers (for example clients or members) to change the string to suit. Best Charles

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Re: [otrs] Fetch Mail on Win32
by Hugh Kelley 23 Jun '11

23 Jun '11

We just "ported" the jobs to Windows scheduled tasks and ignored cron. When in Rome . . . Hugh ------------------------------ From: Maximilian A. Fuxjaeger Sent: Thursday, June 23, 2011 11:54 AM To: otrs(a)otrs.org Subject: [otrs] Fetch Mail on Win32 Dear OTRS Guru’s I’ve browsed and looked up and read about getting OTRS to fetch mail every 2 or 5 minutes, but it seems that my version and build (*OTRS::ITSM 3.0.3 on Windows) d*oes not use the crontab.txt file (it is empty and the cronw32.pland other files does not populate it) 1. Can anybody out there please supply me with “how to populate and get crontab.txt working” on Win32 please (I’ve also noticed my directories are a bit different from those described in the help files and wiki’s 2. Also, when I change owner, it does not close the message tab and does not return to the ticket status view (like it does when closing a ticket) – how can I fix this or who do I report this bug to? Thank you Max Fuxjaeger max(a)rawsonproperties.com

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Developing In OTRS
by Michael Martin 23 Jun '11

23 Jun '11

Hello, I am new to OTRS and I am trying to learn how to create additions. What I want to do is start by adding a new button under the drop down ticket menu. I am unsure where to do this. In a template or by adding to the database. I need documentation on developing. Please see this link to get a better Idea what I am trying to do http://forums.otrs.org/viewtopic.php?f=64&t=10129

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How to change limit of ITSM ConfigItem
by Lemp, Chee-Ling 22 Jun '11

22 Jun '11

Hi, We currently have over 2300+ computers and when you go to the 'Overview : ITSM : ConfigItem' it will only show or list 40 pages of 1000. How can I change this so that it will show all of them not just 1000? Any help is appreciated, thanks! Chee-Ling Lemp Support Technician IT Support Unit, Arts Resource Centre L2-7 Humanities Centre University of Alberta Edmonton, AB T6G 2E5

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