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3.0.8 SetPermissions.pl: ownerships/permissions problem after running
by Charles 01 Jun '11

01 Jun '11

Hello :-) Sorry -- I accidentally sent the earlier mail as HTML so am resending in plain text. After using 3.0.7's UPGRADING instructions to upgrade from 3.0.7 to 3.0.8 (fromotrs-3.0.8.tar.gz), the OTRS logon page displayed "the browser you are using is too old". /var/log/apache2/error.log pointed to an OTRS permissions problem. root@system:~# ls -l /opt/otrs/var/ total 44K drwxrwsr-x 2 otrs www-data 1 May 24 13:54 article drwxr-xr-x 2 500 users 88 May 24 13:54 cron drwxr-xr-x 2 500 users 64 May 24 13:54 fonts drwxr-xr-x 3 500 users 8 May 24 13:54 httpd drwxrwsr-x 2 otrs www-data 8 Jun 1 15:02 log -rw-r--r-- 1 500 users 24K Oct 26 2010 logo-otrs.png drwxr-xr-x 2 root root 16 May 24 13:54 packages drwxrwsr-x 2 otrs www-data 1 May 24 13:54 sessions drwxrwsr-x 2 otrs www-data 1 May 24 13:54 spool drwxrwsr-x 2 otrs www-data 4.0K May 24 13:54 stats drwxrwsr-x 4 otrs www-data 32 Jun 1 15:04 tmp The installation procedure used was compared with the 3.0.7 fresh installation procedure and was identical except for copying the old Config.pm, GenericAgent.pm and ZZZAuto.pm files. Here is the exact procedure used (sorry about any line-wrapping): root@system:~# /etc/init.d/cron stop; /etc/init.d/apache2 stop root@CW8vDS:~# old_ver=3.0.7; new_ver=3.0.8 root@system:~# dir=/var/opt/otrs/backup/$old_ver; mkdir -p $dir && chown otrs:otrs $dir \ && /opt/otrs/scripts/backup.pl -d $dir root@system:~# mv /opt/otrs /opt/otrs-$old_ver root@system:~# cd /opt && tar -xzf /root/Repository/otrs-$new_ver.tar.gz \ && ln -s otrs-$new_ver/ otrs root@system:/opt# cd /opt \ && cp -p otrs-$old_ver/Kernel/Config.pm otrs-$new_ver/Kernel/ \ && cp -p otrs-$old_ver/Kernel/Config/GenericAgent.pm otrs-$new_ver/Kernel/Config \ && cp -p otrs-$old_ver/Kernel/Config/Files/ZZZAuto.pm otrs-$new_ver/Kernel/Config/Files/ root@system:/opt# cd /opt/otrs/ \ && bin/otrs.SetPermissions.pl --otrs-user=otrs --otrs-group=otrs \ --web-user=www-data --web-group=www-data /opt/otrs root@system:/opt/otrs# cd /opt/otrs/ \ && bin/otrs.RebuildConfig.pl \ && bin/otrs.DeleteCache.pl root@system:/opt/otrs# /etc/init.d/cron start; /etc/init.d/apache2 start It would probably be OK to set ownerships/permissions the same as 3.0.7 but would be time-consuming and error prone; better to fix whatever I did wrong. P.S. This is on a Debian Squeeze 64-bit system. Best Charles

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Re: [otrs] Always CC addresses
by Charles 01 Jun '11

01 Jun '11

> Date: Sun, 29 May 2011 13:17:56 +0300 > From: Muhammad El-Sergani<msergani(a)gmail.com> > Subject: Re: [otrs] Always CC addresses > To: "User questions and discussions about OTRS."<otrs(a)otrs.org> > Message-ID:<BANLkTi=G=1Ny_6YTTXCRq_TTPTENo2JZHg(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > Any thoughts? No one? > > Thanks and Best Regards, > Muhammad El-Sergani. otrs/index.pl?Action=AdminSysConfig;Subaction=Edit;SysConfigSubGroup=Core%3A%3ASendmail;SysConfigGroup=Framework and scroll down to SendmailBcc where it says "Sends all outgoing email via bcc to the specified address. Please use this only for backup reasons".

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Moving a closed ticket does not fire move notifications
by Davide Manzi 01 Jun '11

01 Jun '11

Hi all. In OTRS version 2.4.7, when moving a Closed Ticket into a queue changing its status to Open, OTRS does not send any notification to the Users that put "Yes" in "Move Notification" preferences. As we can see through the History, OTRS first moves the ticket while still Closed, and then opens it. Move Ticket moved into Queue "---destination queue---" (nn) from Queue[..] - username (Foo Foo) 05/30/2011 17:10:34 OwnerUpdate New owner is "root@localhost" (ID=1). - root@localhost (Admin OTRS) 05/30/2011 17:10:34 Unlock Unlocked ticket. - root@localhost (Admin OTRS) 05/30/2011 17:10:34 StateUpdate Old: "closed successful" New: "open" - Username (Foo Foo) 05/30/2011 17:10:34 AddNote Added note (Move) Username (Foo Foo) 05/30/2011 17:10:34 Around line 1159 in file Kernel/System/Ticket.pm you'll find: # send move notify to queue subscriber if ( !$Param{SendNoNotification} && $Ticket{StateType} ne 'closed' ) { my %Used = (); my @UserIDs = $Self->GetSubscribedUserIDsByQueueID( QueueID => $Param{QueueID} ); if ( $Param{ForceNotificationToUserID} ) { push @UserIDs, @{ $Param{ForceNotificationToUserID} }; } for my $UserID (@UserIDs) { if ( !$Used{$UserID} && $UserID ne $Param{UserID} ) { $Used{$UserID} = 1; my %UserData = $Self->{UserObject}->GetUserData( UserID => $UserID, Cached => 1, Valid => 1, ); next if !$UserData{UserSendMoveNotification}; # send agent notification $Self->SendAgentNotification( Type => 'Move', RecipientID => $UserID, CustomerMessageParams => { Queue => $Queue, Body => $Param{Comment} || '', }, TicketID => $Param{TicketID}, UserID => $Param{UserID}, ); } } This excerpt shows that no notification are sent it the ticket is Closed. We need that users are always notified when a ticket is moved into one of their monitored queues. There's not a function to directly Open a Closed Ticket, so users are forced to move the ticket twice: the first time opening it, and the second one moving it already open... Questions are: 1) Why that behaviour? 2) Can we modify code in order to have the notification even when the ticket is Closed? (i.e.: removing or modifying the initial "if") 3) Should we face any problems when modifying the code? Thanks a lot for your help. Regards. Davide Manzi

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ITSM:Change, filter changes based on group-belongings
by niklas.johansson＠knowit.se 31 May '11

31 May '11

Hello! I would like to configure so agents belonging to one group can see only changes that belongs to that group. Now, alla agents with itsm-change-privilege can see all changes. Since I am setting up a multi-company solution this is of course not good since one company should not see another company's changes. Pretty much a dead-end if I cannot fix this. How do I configure so one group's change-agents can see only that group's changes? Of course, the change-groups coming with the ITSM module should not be used for filtering the changes since they are shared between all groups, but they are of course still needed since they give access to the change-module. Help would be greatly appreciated since this is a showstopper! Thanks! /Niklas

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Re: [otrs] Ticket - field Time units (work units)
by Sergio 30 May '11

30 May '11

Leonardo, thank you. Sergio Hello Sergio It's on Ticket -> Frontend::Agent Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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Field descriptions
by sergio＠scs.eti.br 30 May '11

30 May '11

Hello, please where I can find descriptions for the following fields? EscalationDestinationIn, EscalationDestinationDate, EscalationTimeWorkingTime, EscalationTime, FirstResponse, FirstResponseInMin, FirstResponseDiffInMin, FirstResponseTimeWorkingTime, FirstResponseTimeEscalation, FirstResponseTimeNotification, FirstResponseTimeDestinationTime, FirstResponse, TimeDestinationDate, FirstResponseTime, UpdateTimeEscalation, UpdateTimeNotification, UpdateTimeDestinationTime, UpdateTimeDestinationDate, UpdateTimeWorkingTime, UpdateTime SolutionTime, SolutionInMin, SolutionDiffInMin, SolutionTimeWorkingTime, SolutionTimeEscalation, SolutionTimeNotification, SolutionTimeDestinationTime, SolutionTimeDestinationDate, SolutionTimeWorkingTime Thank you Sergio

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Timezone in OTRS 3.0
by ravi shanker 30 May '11

30 May '11

Hi , How do we configure timezone for OTRS? my web-server and Db server are on EST and i need my OTRS to have IST timezone. Ravi Shankar

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test8
by Robert Poreba 29 May '11

29 May '11

test8

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Always CC addresses
by Muhammad El-Sergani 29 May '11

29 May '11

Dear all, Is it possible to always cc some addresses when sending emails from OTRS? I believe I stumbled across that somewhere, but not so sure. Thanks and Best Regards, Muhammad El-Sergani.

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Show more than 25 tickets in Dashboard
by Muhammad El-Sergani 28 May '11

28 May '11

Dear all, Is there a way to show more than 25 messages in any of the dashlets? In our case, only 25 tickets is a little bit low. Thanks and Best Regards, Muhammad El-Sergani.

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