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why is the split function always giving a phone ticket
by Martignier, Philippe 10 Jun '11

10 Jun '11

Hi there, Still under 2.4.8 I have a question. Why is the split function always giving a phone ticket ? If the ticket is created by an incoming email, it should keep the same type of ticket ... because then when you do stats about tickets type you wont get reality ... Any response welcome Cheers, Philippe Philippe Martignier Communications Division Customer Service Center Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : NC Office : 3, 316 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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How to self generate Customer ID from Customer tab in Agent interface?
by Rohit 10 Jun '11

10 Jun '11

Hi, I want to generate Customer ID automatically from the OTRS Software, not manually, in a particular format like[b] ABCD/0001/11-12[/b] and the next time it should generate to [b]ABCD/0002/11-12[/b], here 11-12 denotes the year, after completion of 2011 year, the format should change to [b]ABCD/000199/12-13[/b], please guide how can i achieve this, looking forward for your kind reply.

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Notifications (Event) - 'Subject match' regex
by Robert Poreba 09 Jun '11

09 Jun '11

Hi All, Is anybody using the 'Subject match' field in the Notifications (Event) ? I'm trying to figure out what kind of regular expressions can I use there. My example: I'm trying to match the following subject in the email we are getting: "Incident *Number* for product *Name* has been updated" I tried ".*Incident.*for product.*has been updated" as well as "*Incident*for product*has been updated" but neither worked. Btw, what kind of regex syntax is used by otrs? -- Thanks a lot, Robert

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hide empty fields
by 3ma media KG | Michael Dold 08 Jun '11

08 Jun '11

Hello, can anyone tell me how to hide empty fields in auto reply templates? iam working with the otrs variables and for example if customer title is not set it shows "-" in the email. is there some command like if not empty show variable and/or part of text in email? thank you michael

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Re: [otrs] Firefox does not remember otrs agent password
by "LQ Marshall" 08 Jun '11

08 Jun '11

> http://kb.mozillazine.org/Password_only_filled_after_entering_user_name Have you checked the mozilla website to see if any of the fixes listed address the problem? I was unaware of the javascript component. Where it is likely possible to edit the OTRS login code to restore the password save feature, it seems that this is something that Mozilla should be addressing? ----- Original Message ----- From:Charles <otrs(a)catcons.co.uk> To:otrs@otrs.org Sent:6/8/2011 4:24 Subject:Re: [otrs] Firefox does not remember otrs agent password " > Sent: Saturday, June 04, 2011 8:52 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] [Spam] Re: Firefox does not remember otrs agent password > > * Check password cache doesn't have multiple references... > Firefox doesn't fill the user name and password if you have multiple names > and passwords stored for a website (domain). If the user name field is not > empty then you may need to use the Delete key to clear the user name field > and then the Down key should open the drop down list. > > * Doesn't seem to be an OTRS Issue... > This doesn't seem to be an OTRS problem. OTRS does not use javascript for > the user login& unless you've modified the site code the browser password > save feature works. > > If I may suggest that you take a look at... > http://kb.mozillazine.org/Password_only_filled_after_entering_user_name > ... if the above isn't helpful. > > Last suggestion is to check with a Mozilla support group. > gl Hello :-) When otrs/index.pl is browsed with JavaScript disabled (using NoScript), OTRS displays "In order to experience OTRS, you'll need to enable JavaScript in your browser". On clicking in the Username box and typing (or pressing down arrow), nothing is displayed. Once JavaScript is enabled, typing displays characters. Typing the initial letter of the username in Firefox's Saved Passwords list for the site does not result in a drop down list of usernames beginning with that letter as it does for sites that Firefox has multiple usernames for (not surprising; I only have the one saved username for the OTRS server). Firefox does username and password completion for all other sites that it has them for. Versions: OTRS 3.0.8, Firefox 3.6.17. Best Charles --------------------------------------------------------------------- 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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Re: [otrs] Firefox does not remember otrs agent password
by Charles 08 Jun '11

08 Jun '11

" > Sent: Saturday, June 04, 2011 8:52 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] [Spam] Re: Firefox does not remember otrs agent password > > * Check password cache doesn't have multiple references... > Firefox doesn't fill the user name and password if you have multiple names > and passwords stored for a website (domain). If the user name field is not > empty then you may need to use the Delete key to clear the user name field > and then the Down key should open the drop down list. > > * Doesn't seem to be an OTRS Issue... > This doesn't seem to be an OTRS problem. OTRS does not use javascript for > the user login& unless you've modified the site code the browser password > save feature works. > > If I may suggest that you take a look at... > http://kb.mozillazine.org/Password_only_filled_after_entering_user_name > ... if the above isn't helpful. > > Last suggestion is to check with a Mozilla support group. > gl Hello :-) When otrs/index.pl is browsed with JavaScript disabled (using NoScript), OTRS displays "In order to experience OTRS, you'll need to enable JavaScript in your browser". On clicking in the Username box and typing (or pressing down arrow), nothing is displayed. Once JavaScript is enabled, typing displays characters. Typing the initial letter of the username in Firefox's Saved Passwords list for the site does not result in a drop down list of usernames beginning with that letter as it does for sites that Firefox has multiple usernames for (not surprising; I only have the one saved username for the OTRS server). Firefox does username and password completion for all other sites that it has them for. Versions: OTRS 3.0.8, Firefox 3.6.17. Best Charles

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(Update) Customer -> New Ticket, filter queue based on ticket type
by niklas.johansson＠knowit.se 08 Jun '11

08 Jun '11

Sorry for messing up the last mail, first time posting here... I create a new post to clean up. In create new ticket in the customer web, I have manage to remove the queues from the list by leaving properties-match empty. When choosing RfC as type, an associated queue should be presented in the queue-list. However, the queue-list is still empty after type has been selected. Hence, my second section ("ACL-show-change-queu-for-rfc") is not working. I tried several ways, using Name and Type and nothing (e.g. Queue => ['Change Queue Several Nines']), nothing works. Please advice how to configure so a specific queue is presented in the queues drope-down list when the associated type has been selected. This is how my ACL looks now. $Self->{TicketAcl}->{'ACL-hide-queues'} = { Properties => { }, # hide the queues's for types PossibleNot => {Ticket => { Queue => #['[RegExp]::','[RegExp]^*'] }, ['[RegExp]^*'] }, }, }; $Self->{TicketAcl}->{'ACL-show-change-queu-for-rfc'} = { Properties => { # current ticket match properties Ticket => { Name => ['RfC']}, }, Possible => { Ticket => { Queue => ['Change Queue Several Nines'] }, }, }; Thanks in advance!

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Re: [otrs] Firefox does not remember otrs agent password
by "LQ Marshall" 08 Jun '11

08 Jun '11

There are some potential problems with password saving since OTRS v3.x uses java (I'm still on v2). This is well documented on mozilla's website; depending on the specifics it is correctable. -LQ ----- Original Message ----- From:Jan.Dreyer@bertelsmann.de To:otrs@otrs.org Sent:6/6/2011 5:10 Subject:[Spam] Re: [otrs] [Spam] Re: Firefox does not remember otrs agent password Hi, I have the same problem here with *FF_4.0.1* and *OTRS_3.0.8* - no autofill on index.pl. Autofill on customer.pl works though. So I really suspect the javascript on the login page for agents (yes, there IS javascript, as you will see if you disable js e.g. with the NoScript AddOn ...). I just checked with a blank new FF-profile: There is no autofill even without any active FF-AddOns or any other saved password. Gruß Jan Dreyer -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of "LQ Marshall" Sent: Saturday, June 04, 2011 8:52 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] [Spam] Re: Firefox does not remember otrs agent password * Check password cache doesn't have multiple references... Firefox doesn't fill the user name and password if you have multiple names and passwords stored for a website (domain). If the user name field is not empty then you may need to use the Delete key to clear the user name field and then the Down key should open the drop down list. * Doesn't seem to be an OTRS Issue... This doesn't seem to be an OTRS problem. OTRS does not use javascript for the user login & unless you've modified the site code the browser password save feature works. If I may suggest that you take a look at... http://kb.mozillazine.org/Password_only_filled_after_entering_user_name ... if the above isn't helpful. Last suggestion is to check with a Mozilla support group. gl ----- Original Message ----- From:Marius Vaitiekunas <mariusvaitiekunas(a)gmail.com> To:"User questions and discussions about OTRS." <otrs(a)otrs.org> Sent:6/4/2011 4:20 Subject:[Spam] Re: [otrs] Firefox does not remember otrs agent password On Sat, Jun 4, 2011 at 6:50 AM, "LQ Marshall" <qmarshall(a)inetspace.net> wrote: > Did you verify that firefox has not been told to not remember > passwords for OTRS; I've never had trouble settomg FF to remember > userpasses. -LQ > I was not clear enough. Firefox remembers a password (I can see in a preferences), but it does not autofill it. --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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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ITSM: New Ticket Type linked to create change order
by David Johnson 07 Jun '11

07 Jun '11

Hi OTRS/ ITSM Gurus, In ORTS / ITSM I have set up a new ticket type called "Development Request" and similar to ticket type "RfC" I want tickets of this ticket type to be able to create and link change orders. Therefore, I have added my new Ticket type "Development Request" to the Admin--> SysConfig -->ITSM Change Management--> ITSMChange::AddChangeLinkTicketTypes, pressed "Update". When I go to create a change order for my ticket type "Development Request" I still cannot see the "Create Change" action on the ticket. Any pointers to what I am missing in my setups would be ** GREATLY ** appreciated. Best regards, David

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Re: [otrs] Customer -> New Ticket, filter queue based on ticket type
by niklas.johansson＠knowit.se 07 Jun '11

07 Jun '11

Thank you for your answer. Still, I cannot get it to work. I looked at your example, but I already managed to get what you explained to work. It's the queue that should be empty and when I choose the type, the associated queue should be shown in the list. As in my example, I want to present 'Change Queue Several Nines' when 'RfC' has been chosen. This is how it looks now: $Self->{TicketAcl}->{'ACL-hide-queues'} = { Properties => { Ticket => { Name => ['[RegExp].*']},}, # hide the queues's for all types PossibleNot => {Ticket => { Queue => { Name => ['[RegExp]::','[RegExp]^*'] }, }, }, }; $Self->{TicketAcl}->{'ACL-show-change-queu-for-rfc'} = { Properties => { # current ticket match properties Ticket => { Name => ['RfC']}, }, Possible => { Queue => { Name => ['[RegExp]^Change Queue Several Nines'] }, }, }; However, I did try both Properties => { Ticket => { Name => ['[RegExp].*']},}, and Properties => { Ticket => => ['[RegExp].*']}, no difference. Same with PossibleNot for queues, both with and without "Name". Thanks! On 2011-06-04 14.00, "otrs-request(a)otrs.org" <otrs-request(a)otrs.org> wrote: >Send otrs mailing list submissions to > otrs(a)otrs.org > >To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs >or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > >You can reach the person managing the list at > otrs-owner(a)otrs.org > >When replying, please edit your Subject line so it is more specific >than "Re: Contents of otrs digest..." > > >Today's Topics: > > 1. Re: Firefox does not remember otrs agent password (Frank Thommen) > 2. Re: Customer -> New Ticket, filter queue based on ticket > type (Marius Vaitiekunas) > 3. Re: Firefox does not remember otrs agent password > (Marius Vaitiekunas) > 4. Re: Firefox does not remember otrs agent password (LQ Marshall) > 5. How to replicate OTRS on another machine when attachments > are getting stored in FS (Amit Sharma) > 6. Re: Firefox does not remember otrs agent password > (Marius Vaitiekunas) > > >---------------------------------------------------------------------- > >Message: 1 >Date: Fri, 03 Jun 2011 22:32:44 +0200 >From: Frank Thommen <frank.thommen(a)gmx.net> >Subject: Re: [otrs] Firefox does not remember otrs agent password >To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >Message-ID: <4DE944EC.4090308(a)gmx.net> >Content-Type: text/plain; charset=ISO-8859-1; format=flowed > >Marius Vaitiekunas wrote: >> Hello, >> >> As you can see in a subject, firefox does not remember otrs agent >> password. Chrome does. Anybody know, how to change this behavior? >> Thank You. > >It's anyway always best if passwords are remembered by humans and not by >software :-) > >frank > > > >------------------------------ > >Message: 2 >Date: Fri, 3 Jun 2011 23:43:40 +0300 >From: Marius Vaitiekunas <mariusvaitiekunas(a)gmail.com> >Subject: Re: [otrs] Customer -> New Ticket, filter queue based on > ticket type >To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >Message-ID: <BANLkTikpqz63mf7ojJBRdAQTLmGdh=vZZQ(a)mail.gmail.com> >Content-Type: text/plain; charset=ISO-8859-1 > >On Fri, Jun 3, 2011 at 8:10 PM, <niklas.johansson(a)knowit.se> wrote: >> Hello! >> In the Customer Web -> New Ticket I want the queues to be filtered >>based on >> what ticket type the customer has selected. I have managed to get the >> similar thing to work where the service list is filtered based on what >>queue >> the customer chose, but this on I stay without luck so far. >> Here is my ACL: >> ---------------- >> # Filter Queues >> $Self->{TicketAcl}->{'ACL-Customer-Ticket-9'} = { >> ?? ? ? ?Properties => {Frontend => {Action => >> ?? ? ? ? ? ? ? ?['CustomerTicketMessage']}, ?}, >> ?? ? ? ?# hide the queues's for types >> ?? ? ? ? ? ? ? ?PossibleNot => {Queue => >> ?? ? ? ? ? ? ? ? ? ? ? ?['[RegExp]::','[RegExp]^*'] ?} >> }; >> $Self->{TicketAcl}->{'ACL-Name-10'} = { >> ?? ? ? ? ? ? ? ? ? ? # match properties >> Properties => {Frontend => >> ?? ? {Action => ['CustomerTicketMessage']}, >> ?? ? ? ? ? ? # current ticket match properties >> ?? ? ? ? ? ? Ticket => { Type => ['RfC'] ?}, >> ?? ? ? ? ? ? }, >> ?? ?Possible => { >> ?? ? ? ? Queue => ?['[RegExp]^Change Queue Several Nines'] >> ?? ? ? ? ? ? ? ? ? }, >> }; >> ---------------- >> The queues are never hidden and not filtered after ticket type has been >> chosen. >> Please advice. >> Thanks in advance! >> Regards, >> Niklas >> >> --------------------------------------------------------------------- >> 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 >> > > >Hi, > >Use: > >Properties => { > # current ticket match properties > Type => { > Name => ['RfC'], > }, >}, > >Ticket does not exists yet, so Ticket => { Type => ['RfC'] } is >undefined. The next example hides all SLAs for RfC. > > # ticket acl > $Self->{TicketAcl}->{'No-SLA-For-Rfc'} = { > Properties => { > Type => { > Name => ['RfC'], > }, > }, > PossibleNot => { > Ticket => { > SLA => ['[RegExp].*'], > }, > }, > }, > > >------------------------------ > >Message: 3 >Date: Fri, 3 Jun 2011 23:57:53 +0300 >From: Marius Vaitiekunas <mariusvaitiekunas(a)gmail.com> >Subject: Re: [otrs] Firefox does not remember otrs agent password >To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >Message-ID: <BANLkTi=jafgMdxWw2X2wTzeupmjCpKqRBA(a)mail.gmail.com> >Content-Type: text/plain; charset=ISO-8859-1 > >On Fri, Jun 3, 2011 at 11:32 PM, Frank Thommen <frank.thommen(a)gmx.net> >wrote: >> Marius Vaitiekunas wrote: >>> >>> Hello, >>> >>> As you can see in a subject, firefox does not remember otrs agent >>> password. Chrome does. Anybody know, how to change this behavior? >>> Thank You. >> >> It's anyway always best if passwords are remembered by humans and not by >> software :-) >> >> frank >> >> --------------------------------------------------------------------- >> 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 >> > >Yes, but humans are lazy :) And most of them do not care about >security and so on.. They are not paranoid admins :) > >-- >mv > > >------------------------------ > >Message: 4 >Date: Fri, 03 Jun 2011 23:50:00 -0400 >From: "LQ Marshall" <qmarshall(a)inetspace.net> >Subject: Re: [otrs] Firefox does not remember otrs agent password >To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >Message-ID: <bewpwsypyi982r3nyf53wf4f.1307159400680(a)email.android.com> >Content-Type: text/plain; charset=utf-8 > >Did you verify that firefox has not been told to not remember passwords >for OTRS; I've never had trouble settomg FF to remember userpasses. -LQ >----- Original Message ----- >From:Frank Thommen <frank.thommen(a)gmx.net> >To:"User questions and discussions about OTRS." <otrs(a)otrs.org> >Sent:6/3/2011 16:33 >Subject:Re: [otrs] Firefox does not remember otrs agent password > > >Marius Vaitiekunas wrote: >> Hello, >> >> As you can see in a subject, firefox does not remember otrs agent >> password. Chrome does. Anybody know, how to change this behavior? >> Thank You. > >It's anyway always best if passwords are remembered by humans and not by >software :-) > >frank > >--------------------------------------------------------------------- >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 > >------------------------------ > >Message: 5 >Date: Fri, 3 Jun 2011 21:42:38 -0700 (PDT) >From: Amit Sharma <amit_spl(a)yahoo.com> >Subject: [otrs] How to replicate OTRS on another machine when > attachments are getting stored in FS >To: OTRS Forum <otrs(a)otrs.org> >Message-ID: <996002.88990.qm(a)web32408.mail.mud.yahoo.com> >Content-Type: text/plain; charset="iso-8859-1" > >Hi, >? >I have OTRS 2.4.7 working successfully on Linux box from past 1 year. >MySQL was configured in replication mode and the DB was getting >successfully replicated when the attachments were begin stored in DB. >? >Of late I have moved to FS for attachments and from them on replication >has started giving trouble. >? >I get the following error at mysql prompt: >? >Last_SQL_Error: Error 'Table 'ticket' is marked as crashed and should be >repaired' on query. Default database: 'otrs'. Query: 'UPDATE ticket SET >escalation_response_time = '0' WHERE id = '101233'' > >My questions are: >? >1. Is the above issue related to DB being changed to FS for attachments? >2. How to?I ensure sync of var/article on realtime basis. >3. Is there any other option of having realtime copy of OTRS so that in >case primary servers crashes, the backup server takes over as primary >almost immediately. >(Earlier it was working fine and it used to get switched to backup server >almost immediately. This was done thru cron scripts) >? >regards, >Amit Sharma > >Thanks and Regards, >Amit Sharma >? >

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