- otrs - OTRS mailing lists

Agent Interface - display Phone/Email/Queue / Status /Escalation icons?
by Run.It 06 May '11

06 May '11

Hi, I am configuring my Agent interface and wish to display the icons for phone, email, queue view, status view and escalation view. I am referring to the icons shown in the top panel within this image http://doc.otrs.org/3.0/en/html/screenshots/first-screen.png Ive managed to configure the display to show watcher and responsible icons so Im guessing I would have to alter a setting within System Config? Thanks for any reply, Hugito

2 3

The 2nd OTRS Community Rheinland Meeting will take place on 30th June 2011 in Dormagen
by Feng, Bo 05 May '11

05 May '11

Dear OTRS Community, After the very successful OTRS Community Rheinland meeting on 14th April in Dormagen we are now planning the second meeting in June. Due to the public holidays in June the second meeting is postponed to *30th June 2011. *The date is now fixed. Save the date, enjoy the time and ... See you then:-) Bo

2 2

PDF Reports failing in 3.0.7
by James Roman 05 May '11

05 May '11

We are building a a new OTRS system on a Centos 5.6. I am trying to work with reports/statistics. We can generate CSV reports ok, but the PDF reports fail. I keep getting the following error: cannot find font '' ... at /usr/lib/perl5/site_perl/5.8.8/PDF/API2/Resource/CIDFont/TrueType/FontFile.pm line 424. Is there some dependency that I missed or is this a configuration issue? # /opt/otrs/bin/otrs.CheckModules.pl o CGI............................ok (v3.50) o Crypt::PasswdMD5...............ok (v1.3) o CSS::Minifier..................ok (v0.01) o Date::Format...................ok (v2.22) o Date::Pcalc....................ok (v1.2) o DBI............................ok (v1.52) o DBD::mysql.....................ok (v3.0007) o Digest::MD5....................ok (v2.36) o Digest::SHA::PurePerl..........ok (v5.48) o Encode::HanExtra...............Not installed! (Optional - Required to handle mails with several Chinese character sets.) o GD.............................ok (v2.46) o GD::Text....................ok (v0.86) o GD::Graph...................ok (v1.44) o GD::Graph::lines............ok (v1.15) o GD::Text::Align.............ok (v1.18) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o JavaScript::Minifier...........ok (v1.05) o JSON...........................ok (v2.50) o JSON::PP....................ok (v2.27103) o JSON::XS....................ok (v2.3) o LWP::UserAgent.................ok (v2.033) o Mail::Internet.................ok (v2.07) o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............ok (v1.01) o MIME::Base64...................ok (v3.07) o MIME::Tools....................ok (v5.428) o ModPerl::Util..................ok (v2.000004) o Apache::DBI.................ok (v1.09) o Apache2::Reload.............ok (v0.11) o Net::DNS.......................ok (v0.59) o Net::POP3......................ok (v2.28) o Net::IMAP::Simple..............ok (v1.2017) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.29) o Authen::SASL................ok (v2.15) o Net::SMTP::SSL..............ok (v1.01) o Net::SMTP::TLS::ButMaintainedok (v0.13_01) o Net::LDAP......................ok (v0.33) o PDF::API2......................ok (v2.019) o Compress::Zlib..............ok (v1.42) o SOAP::Lite.....................Not installed! (Optional - Required for the SOAP interface.) o Text::CSV......................ok (v1.21) o Text::CSV_PP................ok (v1.29) o Text::CSV_XS................ok (v0.81) o XML::Parser....................ok (v2.34)

3 4

otrs & zabbix - closing a ticket from the second one...
by Marco Vannini 05 May '11

05 May '11

hi all, in the mean time I'm going to search about how to integrate zabbix and otrs, I would like to know how, if none exists, you managed the closure of a ticket previously opened that has been solved before an agent took the ticket (ie: an application server has been restarted by an operator). Do you think it is possible ? Thank you in advance. MV

1 0

Challenge... Add queues in Dashboard
by Muhammad El-Sergani 05 May '11

05 May '11

Hi all, I was hoping if smeone could help out with the following: We need queues to be apparent in the Open Tickets dashlet. So instead of having just Open tickets, regardless which queue they belong to, we would like to have something similar to the QueueView on the dashboard. Can anyone help with that? That would be very much appreciated. -- Thanks and Best Regards, Muhammad El-Sergani.

3 5

: [otrs ITSM] non-ASCII characters into Change description_plain field
by Stefano Boccanera 05 May '11

05 May '11

Hi I'm currently running OTRS 3.0.7 and ITSM 3.0.2 on Fedora system and postgres rdbms. Every layer (OTRS, SO, RDBMS) is configured with utf-8 charset. OTRS has the rich text feature enabled. During a test activity regarding a tactical solution to produce a report about ITSM Change, I found some ill formed plain text into every description_plain field where all italian vocals with grave (è,ò,à,ì, ...) was converted into a double character: example è (xe8) was converted into xc2+xa8. I take the data from OTRS, generating a csv file using the Change Search option of ITSM. This conversion, broke the report software (also UTF-8 complaint) and I solve the problem, pre-processing the csv data, and cleaning the ill formed characters with a substitution. Now I'd like to avoid further similar problem, asking if there is some definitive fix available or where I have to investigate about the problem ? Following the processing thread, I supsect the problem could be arise into the HTMLUtils module, is my assumption correct ? Any help or suggestion would be very appreciated regards -- * Stefano Boccanera*

1 0

Can not add attachements to a note
by Markus Moj 05 May '11

05 May '11

Hi there, I have a serious problem. When I want to add an attachment to a note I am writing the attachment is not uploaded to the server. The Pop up which is open by OTRS 3.0.7 with ITSM is still there but the logs show the following. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu May 5 08:16:06 2011 Message: Need Filename! Traceback (13108): Module: Kernel::System::Web::UploadCache::DB::FormIDAddFile (v1.24) Line: 68 Module: Kernel::System::Web::UploadCache::FormIDAddFile (v1.22) Line: 153 Module: Kernel::Modules::AgentTicketActionCommon::Run (v-1, set by base.pm) Line: 387 Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Can anybody help me out to fix this problem? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 DE-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: mmoj(a)timocom.com Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

1 0

PHP and SOAP
by Aleksander Walesa 04 May '11

04 May '11

Hi All, I'm struggling with SOAP from PHP. I've interface set up and can access API. But when I run this script (to display single ticket data): <?php $user = "soap_user"; $pass = "soap_password"; $url = "http://192.168.9.149/otrs/rpc.pl"; $soapclient = new SoapClient(null, array('location' => $url, 'uri' => "Core", 'trace' => 1, 'login' => $user, 'password' => $pass, 'style' => SOAP_RPC, 'use' => SOAP_ENCODED)); $ticket = $soapclient->__soapCall("Dispatch", array($user, $pass, "TicketObject", "TicketGet","TicketID","30","UserID","1")); var_dump($ticket); ?> I'm getting such output: array(146) { ["s-gensym1194"]=> string(3) "Age" ["s-gensym1196"]=> int(52802585) ["s-gensym1198"]=> string(10) "PriorityID" ["s-gensym1200"]=> int(3) ["s-gensym1202"]=> string(9) "ServiceID" ["s-gensym1204"]=> string(0) "" ["s-gensym1206"]=> string(16) "TicketFreeText11" ["s-gensym1208"]=> string(0) "" ["s-gensym1210"]=> string(15) "TicketFreeTime4" ["s-gensym1212"]=> string(0) "" ["s-gensym1214"]=> string(15) "TicketFreeTime1" ["s-gensym1216"]=> string(0) "" ["s-gensym1218"]=> string(15) "TicketFreeText6" ["s-gensym1220"]=> string(0) "" ["s-gensym1222"]=> string(7) "StateID" ["s-gensym1224"]=> int(2) ["s-gensym1226"]=> string(15) "TicketFreeTime5" ["s-gensym1228"]=> string(0) "" ["s-gensym1230"]=> string(14) "EscalationTime" ["s-gensym1232"]=> int(0) ["s-gensym1234"]=> string(15) "TicketFreeTime6" ["s-gensym1236"]=> string(0) "" ["s-gensym1238"]=> string(14) "TicketFreeKey9" ["s-gensym1240"]=> string(0) "" ["s-gensym1242"]=> string(7) "OwnerID" ["s-gensym1244"]=> int(4) ["s-gensym1246"]=> string(7) "Changed" ["s-gensym1248"]=> string(19) "2009-08-31 10:43:54" ["s-gensym1250"]=> string(5) "Owner" ["s-gensym1252"]=> string(10) "lsmolinski" ["s-gensym1254"]=> string(15) "TicketFreeText7" ["s-gensym1256"]=> string(0) "" ["s-gensym1258"]=> string(15) "TicketFreeKey11" ["s-gensym1260"]=> string(0) "" ["s-gensym1262"]=> string(7) "Created" ["s-gensym1264"]=> string(19) "2009-08-31 10:43:52" ["s-gensym1266"]=> string(15) "TicketFreeText4" ["s-gensym1268"]=> string(0) "" ["s-gensym1270"]=> string(7) "QueueID" ["s-gensym1272"]=> int(4) ["s-gensym1274"]=> string(15) "TicketFreeText2" ["s-gensym1276"]=> string(0) "" ["s-gensym1278"]=> string(14) "TicketFreeKey6" ["s-gensym1280"]=> string(0) "" ["s-gensym1282"]=> string(8) "TicketID" ["s-gensym1284"]=> int(30) ["s-gensym1286"]=> string(14) "TicketFreeKey5" ["s-gensym1288"]=> string(0) "" ["s-gensym1290"]=> string(16) "TicketFreeText12" ["s-gensym1292"]=> string(0) "" ["s-gensym1294"]=> string(22) "EscalationResponseTime" ["s-gensym1296"]=> int(0) ["s-gensym1298"]=> string(13) "UnlockTimeout" ["s-gensym1300"]=> int(1251708234) ["s-gensym1302"]=> string(15) "TicketFreeTime3" ["s-gensym1304"]=> string(0) "" ["s-gensym1306"]=> string(11) "ArchiveFlag" ["s-gensym1308"]=> string(1) "n" ["s-gensym1310"]=> string(15) "TicketFreeText3" ["s-gensym1312"]=> string(0) "" ["s-gensym1314"]=> string(14) "CustomerUserID" ["s-gensym1316"]=> NULL ["s-gensym1318"]=> string(15) "TicketFreeText8" ["s-gensym1320"]=> string(0) "" ["s-gensym1322"]=> string(15) "TicketFreeText9" ["s-gensym1324"]=> string(0) "" ["s-gensym1326"]=> string(4) "Type" ["s-gensym1328"]=> string(7) "Problem" ["s-gensym1330"]=> string(14) "TicketFreeKey7" ["s-gensym1332"]=> string(0) "" ["s-gensym1334"]=> string(11) "Responsible" ["s-gensym1336"]=> string(10) "lsmolinski" ["s-gensym1338"]=> string(16) "TicketFreeText10" ["s-gensym1340"]=> string(0) "" ["s-gensym1342"]=> string(13) "ResponsibleID" ["s-gensym1344"]=> int(4) ["s-gensym1346"]=> string(15) "TicketFreeKey16" ["s-gensym1348"]=> string(0) "" ["s-gensym1350"]=> string(14) "TicketFreeKey3" ["s-gensym1352"]=> string(0) "" ["s-gensym1354"]=> string(19) "RealTillTimeNotUsed" ["s-gensym1356"]=> int(0) ["s-gensym1358"]=> string(7) "GroupID" ["s-gensym1360"]=> int(7) ["s-gensym1362"]=> string(15) "TicketFreeKey13" ["s-gensym1364"]=> string(0) "" ["s-gensym1366"]=> string(10) "CustomerID" ["s-gensym1368"]=> NULL ["s-gensym1370"]=> string(14) "TicketFreeKey1" ["s-gensym1372"]=> string(0) "" ["s-gensym1374"]=> string(6) "TypeID" ["s-gensym1376"]=> int(1) ["s-gensym1378"]=> string(8) "Priority" ["s-gensym1380"]=> string(8) "3 normal" ["s-gensym1382"]=> string(15) "TicketFreeKey12" ["s-gensym1384"]=> string(12) "MasterTicket" ["s-gensym1386"]=> string(15) "TicketFreeKey10" ["s-gensym1388"]=> string(0) "" ["s-gensym1390"]=> string(14) "TicketFreeKey8" ["s-gensym1392"]=> string(0) "" ["s-gensym1394"]=> string(9) "UntilTime" ["s-gensym1396"]=> int(0) ["s-gensym1398"]=> string(15) "TicketFreeText1" ["s-gensym1400"]=> string(0) "" ["s-gensym1402"]=> string(20) "EscalationUpdateTime" ["s-gensym1404"]=> int(0) ["s-gensym1406"]=> string(15) "TicketFreeTime2" ["s-gensym1408"]=> string(0) "" ["s-gensym1410"]=> string(5) "Queue" ["s-gensym1412"]=> string(7) "IT::KIG" ["s-gensym1414"]=> string(16) "TicketFreeText13" ["s-gensym1416"]=> string(0) "" ["s-gensym1418"]=> string(5) "State" ["s-gensym1420"]=> string(17) "closed successful" ["s-gensym1422"]=> string(5) "Title" ["s-gensym1424"]=> string(39) "Awaria sieci bezprzewodowej na serwisie" ["s-gensym1426"]=> string(15) "TicketFreeText5" ["s-gensym1428"]=> string(0) "" ["s-gensym1430"]=> string(16) "TicketFreeText15" ["s-gensym1432"]=> string(0) "" ["s-gensym1434"]=> string(16) "TicketFreeText14" ["s-gensym1436"]=> string(0) "" ["s-gensym1438"]=> string(9) "StateType" ["s-gensym1440"]=> string(6) "closed" ["s-gensym1442"]=> string(22) "EscalationSolutionTime" ["s-gensym1444"]=> int(0) ["s-gensym1446"]=> string(6) "LockID" ["s-gensym1448"]=> int(1) ["s-gensym1450"]=> string(14) "TicketFreeKey2" ["s-gensym1452"]=> string(0) "" ["s-gensym1454"]=> string(12) "TicketNumber" ["s-gensym1456"]=> float(2.0090831100001E+15) ["s-gensym1458"]=> string(15) "TicketFreeKey14" ["s-gensym1460"]=> string(0) "" ["s-gensym1462"]=> string(4) "Lock" ["s-gensym1464"]=> string(6) "unlock" ["s-gensym1466"]=> string(14) "CreateTimeUnix" ["s-gensym1468"]=> int(1251708232) ["s-gensym1470"]=> string(14) "TicketFreeKey4" ["s-gensym1472"]=> string(0) "" ["s-gensym1474"]=> string(5) "SLAID" ["s-gensym1476"]=> string(0) "" ["s-gensym1478"]=> string(15) "TicketFreeKey15" ["s-gensym1480"]=> string(0) "" ["s-gensym1482"]=> string(16) "TicketFreeText16" ["s-gensym1484"]=> string(0) "" } oand of course cannot access any data from such array. Could you please help what's going on? Best Regards, Aleksander

3 3

Remove custom themes from customer interface
by niklas.johansson＠knowit.se 04 May '11

04 May '11

Hello! I am using OTRS:ITSM 3.0.1. When accessing the customer interface the page is using a custom theme I have creating qute some time ago and when I had OTRS 2.4 installed. I don't want to use this custom interface anymore. I did try to remove the actual directory and files with my custom them, but then I got error that the directory couldn't be found. I did restore it so it works again. Then I tried to configure so the Standard theme was used. All settings I could find was configured to use the standard setting already. Framework::Core::Deafaultscheme = Standard Framework::Core::Web::Frontend::Shemes = Lite/0, Standard/1 That's all I could find. What I would like to know is 1. How do I remove a custom theme, including deleting the directory with the custome files? 2. How do I configure a different theme for the customer interface? I did just rename the files to a "none-otrs-standard" name. Then it seems to work fine. OTRS is looking for the original files if the custom directory doesn't have one. But deleting the directory was a bit too much as mentioned above. But still, I would like to know about point 1 and 2 above. Thanks in advance!

1 0

ITSM : add service to existing ticket
by Mikael Kermorgant 04 May '11

04 May '11

Hello, I'm testing otrs 3.0.7 with itsm 3.0.2. I've setup : * a service * an associated SLA * a customer associated to the service When the customer logs in on the otrs/customer.pl web interface, he can create a ticket and choose the service BUT, when the client sends an email, the agent cannot associate the created ticket to the service (or I've missed where it can be done). Does that seem normal ? Regards, -- Mikael Kermorgant

2 1