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Need TicketID errors after full disk
by Tiemen Ruiten 23 May '11

23 May '11

Hello, The filesystem our OTRS-installation is running on filled up completely this Friday and unfortunately, since I was away for a long weekend, this was only noticed on Monday. The server had a hard reboot (argh), possibly leaving the mysql-database in an inconsistent state. Anyway I'm now getting these errors: [Tue May 17 12:31:19 2011][Error] [Kernel::System::User::GetUserData][150] Need User or UserID! [Tue May 17 12:31:19 2011][Error][Kernel::System::Queue::GetStandardResponses][249] Got no StandardResponseID or QueueID! [Tue May 17 12:31:19 2011][Error][Kernel::System::Ticket::TicketPermission][3198] Need TicketID! [Tue May 17 12:31:19 2011][Error][Kernel::System::Ticket::TicketPermission][3198] Need TicketID! [Tue May 17 12:31:19 2011][Error][Kernel::System::Ticket::TicketPermission][3198] Need TicketID! [Tue May 17 12:31:19 2011][Error][Kernel::System::Ticket::TicketPermission][3198] Need TicketID! [Tue May 17 12:31:19 2011][Error][Kernel::System::Ticket::TicketFlagGet][7530] Need TicketID! [Tue May 17 12:31:19 2011][Error][Kernel::Output::HTML::ArticleCheckPGP::new][38] Need ArticleID! [Tue May 17 12:31:19 2011][Error][Kernel::Output::HTML::ArticleCheckSMIME::new][38] Need ArticleID! [Tue May 17 12:31:19 2011][Error][Kernel::System::Ticket::Article::ArticleGet][1644] No such article for TicketID (69632)! Can someone give me some pointers on what the best course of action might be? Tiemen

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Auth LDAP but erro in customer backend
by Leonardo Couto 20 May '11

20 May '11

Hello everybody, I'm new user in the system otrs and am really enjoying its features, I'm on a project and think it will deploy the company in otrs where I manage computer systems and computer networks. Well my problem is: I set up the customers to be able to log in using the database ldap but when I try login with my ldap user I get the following error: "Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator." Someone have some a idea to solution this problem? Thank, Leonardo Conrado.

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Re-2: Re-2: Service Option missing on new tickets - customer.pl
by Stefan Bauer 20 May '11

20 May '11

Thanks for your answer. Problem still persists. All service already had been checked. Any other ideas? Stefan processed by David.fx Subject: Re: [otrs] Re-2: Service Option missing on new tickets - customer.pl (19-Mai-2011 16:22) From: James Roman <james.roman(a)ssaihq.com> To: stefan.bauer(a)odu.de In the Admin Interface, under Customer management, select Customers <-> Services. Click the Edit default services button. On 05/19/2011 10:08 AM, Stefan Bauer wrote: How to do this? I'm having serious problems to figure out the correct places to make such configuration changes. Thanks Stefan Original Message processed by David.fx Subject: Re: [otrs] Service Option missing on new tickets - customer.pl (19-Mai-2011 14:52) From: James Roman <james.roman(a)ssaihq.com> To: stefan.bauer(a)odu.de Did you assign the services to the customers, either individually or as the default for all customers? On 05/19/2011 06:03 AM, Stefan Bauer wrote: Hi folks, we just moved from otrs 2.4 to current 3.0. Unfortunately at the customer.pl site, we're now missing the field Service. I see all of our 50 services in the Service-Tab in index.pl. All of our services are marked valid as well. Any ideas are greatly appreciated. thanks stefan --------------------------------------------------------------------- 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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Re-2: Service Option missing on new tickets - customer.pl
by Stefan Bauer 19 May '11

19 May '11

How to do this? I'm having serious problems to figure out the correct places to make such configuration changes. Thanks Stefan processed by David.fx Subject: Re: [otrs] Service Option missing on new tickets - customer.pl (19-Mai-2011 14:52) From: James Roman <james.roman(a)ssaihq.com> To: stefan.bauer(a)odu.de Did you assign the services to the customers, either individually or as the default for all customers? On 05/19/2011 06:03 AM, Stefan Bauer wrote: Hi folks, we just moved from otrs 2.4 to current 3.0. Unfortunately at the customer.pl site, we're now missing the field Service. I see all of our 50 services in the Service-Tab in index.pl. All of our services are marked valid as well. Any ideas are greatly appreciated. thanks stefan --------------------------------------------------------------------- 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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Service Option missing on new tickets - customer.pl
by Stefan Bauer 19 May '11

19 May '11

Hi folks, we just moved from otrs 2.4 to current 3.0. Unfortunately at the customer.pl site, we're now missing the field Service. I see all of our 50 services in the Service-Tab in index.pl. All of our services are marked valid as well. Any ideas are greatly appreciated. thanks stefan

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Adding bugs in OTRS
by Karin Foss 18 May '11

18 May '11

Hi, We just started using OTRS 2.9 and OTRS ITSM and are having trouble with handling bugs. After analyzing an incident we find out it´s a bug. Then we would like to close the incident and open a new ticket with the type "Bug". The problem is that if we add a new bug ticket (phone or email) you have to enter a person in the "from" field and we don't want to have the customer involved in the bug-tickets. Do we have to create a dummy user to be able to do this or is there a better way of creating bugs in OTRS? Best regards ________________________________ [http://webservice.visma.com/tools/signature/images/vismalogo-subtext.jpg]Ka… Foss Projekt- / Förvaltningsledare Visma Sirius Kronborgsgränd 9, SE-164 87 Kista, Sweden Switchboard : +46 8 633 22 00 Direct : +46 8 633 22 68 Mobile : +46 70 494 16 14 Internet : http://www.vismasirius.se E-mail : karin.foss(a)visma.com<mailto:karin.foss@visma.com> Visma gör din verksamhet mer effektiv: Programvara - Outsourcing av redovisning och lönehantering - Upphandling, inköp och inkasso - Retail IT-lösningar - Projekt- och konsulttjänster ________________________________

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change ticket priority w/o acquire ownership
by Francesco Pasqualini 18 May '11

18 May '11

Is there a way to change ticket priority w/o acquiring ticket ownership ? I need a "supervisor" agent that must be able to change priority of every tickets. Thanks

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dropdown menu and sub menu
by Alessandro d'Ambrosio 18 May '11

18 May '11

Hello everyone! I've OTRS 2.4.7 and I've created many queues and subqueues in order to collect my tickets. In Customer Web Interface and in Agent Web Interface I would like to add another drop down menu to view the requests in the first and in others the corresponding subrequests. Can someone help me? Thanks in advance. Alessandro d'A.

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Software error in My workorders
by Karin Foss 18 May '11

18 May '11

Hi, Just got this error message when clicking on the icon My Workorders: Software error: Can't use an undefined value as an ARRAY reference at /opt/otrs//Kernel/Modules/AgentITSMChangeMyWorkOrders.pm line 233. For help, please send mail to the webmaster (root@localhost<mailto:root@localhost>), giving this error message and the time and date of the error. What has happened? regards ________________________________ [http://webservice.visma.com/tools/signature/images/vismalogo-subtext.jpg]Ka… Foss Projekt- / Förvaltningsledare Visma Sirius Kronborgsgränd 9, SE-164 87 Kista, Sweden Switchboard : +46 8 633 22 00 Direct : +46 8 633 22 68 Mobile : +46 70 494 16 14 Internet : http://www.vismasirius.se E-mail : karin.foss(a)visma.com<mailto:karin.foss@visma.com> Visma gör din verksamhet mer effektiv: Programvara - Outsourcing av redovisning och lönehantering - Upphandling, inköp och inkasso - Retail IT-lösningar - Projekt- och konsulttjänster ________________________________

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3.0.x - Queue View shows AutoReply instead of initial ticket content - and more
by Frobenius Nico 17 May '11

17 May '11

Hello list, I've been reading through the archives back to Oct. 2010 but haven't found anything on that matter – still surprised though since to us it is pretty annoying to work with Since OTRS 3.x when using the Queue View in "L"/Preview-view the tickets are displayed – not as before in 2.x - with the auto reply instead of the original ticket content. Usually my agents and me go through this list to take the tickets belonging to us. Now all we see is the "Thank you for your mail" reply and each ticket needs an extra click to see the content of the original ticket. You can't just browse through the list of new tickets anymore without touching every ticket. I've found someone in the otrs-forums that asked about the same issue but as of yesterday he hasn't found a solution for this. I've attached a screenshot. Any help very much appreciated since my agents blame me for upgrading to otrs 3 :-) Also I am trying to have my customers with rw-access to just 2 queues (which works via customer-defailt-queue) but I also want my customers to have read access to all other queues otherwise they can't see their own ticket after the agent moved the ticket. I can set the queues via Customer — Queues in the Webinterface but that doesn't do the trick since I a) it doesn't work on new customers and b) lets me change just the first 200 but I have about 20k customers. Hope someone can give me a hint there. Thanks in advance, Nico -- Department of Biosystems ETH Zürich / Swiss Federal Institute of Technology Nico Frobenius IT System Technik Mattenstrasse 26 4058 Basel, Switzerland phone: +41 61 387 31 85 email: nico.frobenius(a)bsse.ethz.ch<mailto:nico.frobenius@bsse.ethz.ch> web: http://www.bsse.ethz.ch/

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