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FAQ article help
by Silver springs 15 Mar '11

15 Mar '11

Hi Please let me know if it is possible to download an FAQ article in OTRS. I'am looking for a way where we can download the content of an FAQ article but not the attachments. Some way where I can extract the data . We have about 74 FAQ articles . Copy and pasting all the articles would consume a lot of time. Please help Winter.

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Upgrading OTRS from 3.0.1 to 3.0.6
by Gerold Jens Wucherpfennig 15 Mar '11

15 Mar '11

Hi, When directly upgrading from OTRS 3.0.1 to 3.0.6: Why was in the /opt/otrs/Kernel/Config/GenericAgent.pm $VERSION changed from 1.13 to 1.14 and what does this mean? Best Regards, Gerold

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OTRS ITSM - How to show Free Text into Change Search output ?
by Stefano Boccanera 14 Mar '11

14 Mar '11

Hi folks I have some problem on the Change Search output. I defined some Free Text on the ITSM Change form and all works fine. Now using the Change search function I'd like to have the output (Print or Normal) with additional column showing the Free Text. Let me say : I configured a free text with key value K_1 and content = k1content, then I put the same key into the ChangeSearchView configuration table, enabling the show of the field switching to 1 the content field. The Changes have the text field K_1 set and valued by a string (free text) so I can see the value when printing the specific Change. When I'll try to search for a set of Changes, and show the result, the K_1 field is never shown. Any suggestion ? thanks in advance -- * Stefano Boccanera*

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accessing OTRS from other computers
by Andrew Meyer 14 Mar '11

14 Mar '11

I am having a problem where I can access OTRS from some computers but not others. The solution is to ping each computer every hour. I have disabled SELinux, IPTables firewall. I am not sure what else to do, I am running on the beta still and am not sure what to do. I know I need to upgrade but the system is running fine. I am working on replicating my MySQL database, to another server but haven't had time to do setup a new webserver. Is this an problem with the beta? Is there another way to fix this?? Andrew Meyer ameyer(a)precisionpractice.com <mailto:ameyer@precisionpractice.com> Unix Systems Administrator Precision Practice Management 689 Craig Rd. Saint Louis, MO 63141 314-787-0681 (Main Line) 314-881-5265 (Direct) 314-881-5365 (Fax) 314-565-0868 (cell) After Hours Emergency 314-576-9146

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Different Customer's Companies Pages HELP!
by robert nkeramugaba 14 Mar '11

14 Mar '11

Hello all! I am currently a newbie to OTRS. I have managed successfully to install it and use some features such as ticket creation, reply...etc. I am a bit confused concerning how efficently i can create different companies portals or pages when these companies have one provider. Lets take this scenario: Suppose i am Provider A that offer different services to different companies such as Company X and Company Y. Company X has users with lets say one user(john) with one CustomerID and as well as Company Y with one user(jane) with a specific CustomerID. My question is how can we configure OTRS so that John logs in http://example.com/otrs/customer1.pl (for company X tickets) and Janes logs inhttp://example.com/otrs/customer2.pl (for company Y tickets). The issue i had is that whenever i log in with John credentials and afterwards Jane logs in with her credentials, one end up logging out forcefully because they kinda log in on http://example.com/otrs/customer.pl. I have been trying to go through the forum but i am not getting any clue [image: :-(] It would be much appreciated if someone who had tackled this could make some light at the end of the tunnel [image: :-)] Cheers and thanx Robert.

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Can't process mail error in System Log
by wes＠automaticduck.com 14 Mar '11

14 Mar '11

OTRS 2.4.9 I was checking my system log and there was this set of errors from overnight... Tue Mar 8 00:10:04 2011 error OTRS-PM-1 Can't process mail, see log sub system! at /opt/otrs/bin/PostMaster.pl line 117. Tue Mar 8 00:10:04 2011 error OTRS-PM-1 Can't process email with MessageID <<20101020173048.22720.qmail(a)norma.cybrhost.com>>! Please create a bug report with this email (From: XXXX.XXXX(a)XXXXXXX.com, Located under var/spool/problem-email*) on http://bugs.otrs.org/! Tue Mar 8 00:10:03 2011 error OTRS-PM-1 Can't get ArticleID from INSERT! Tue Mar 8 00:10:03 2011 error OTRS-PM-1 Illegal mix of collations (latin1_swedish_ci,IMPLICIT) and (utf8_general_ci,COERCIBLE) for operation '=', SQL: 'SELECT id FROM article WHERE ticket_id = ? AND a_message_id = ? AND a_from = ? AND a_subject = ? AND incoming_time = ?' Tue Mar 8 00:10:03 2011 notice OTRS-PM-1 New Ticket [18467/Cant copy .wav] created (TicketID=8589,Queue=AutoDuck Support,Priority=3 normal,State=new) I'm not sure what I'm supposed to do here. I looked in /opt/otrs/var/spool and I see a file there, but what do I do with it? Thank you.

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Ticket owner set up automatically
by Robert Poreba 13 Mar '11

13 Mar '11

Hi All, When we create new Tickets, the Agent creating it becomes the Owner automatically. Is there a way to disable this feature so the Ticket sits in the queue with blank owner until somebody picks it up? I've checked google but no luck. -- Kind Regards, Robert

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Postmastermailbox.pl spams root mailbox
by Thorsten Goerich 11 Mar '11

11 Mar '11

Hi, I have a problem on one of our OTRS Systems and can´t figure out the problem. System: Language is German! opensuse 11.3 / PostgreSQL 8.4 / OTRS 2.4.9 / utf-8 I have several scripts in the root-crontab to backup files and DB every hour (we need this on our production system) that works good. Now I wanted to send me mails. So I added an alias for root to my mailadress. Now I get every hour my mails about my backupscripts. But now I saw that the PostmasterMailbox.pl sends every 10 minutes (when it catches mails from our systemmailbox) a mail to root (to me since I added the alias). Please take a look at these mail and tell me how I can get rid of this "failure" or is this a failure? Another system has no mails in root mailbox. This is the mail I get: Subject: Cron <otrs@SERVERNAME> $HOME/bin/PostMasterMailbox.pl >> /dev/null Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Can anybody tell me where I have start searching? Thanks. Best regards Thorsten Goerich

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Does OTRS 3 support DB2?
by Ward, Pierce 11 Mar '11

11 Mar '11

Hi, We are trying to set up OTRS 3.0.6 with DB2 9.7 FP3a on a 64bit Linux system. We have run into a couple of issues however, and it looks like the SQL/data type sizes are not supported by DB2. When we try to view the example ticket, the following error is printed to the Apache error logs: Message: [IBM][CLI Driver][DB2/LINUXX8664] SQL1585N A system temporary table space with sufficient page size does not exist. SQLSTATE=54048, referer: http://1.1.1.1/otrs/index.pl?Action=AgentTicketZoom;TicketID=1 The database is created with a pagesize of 32K (32768). Our DBA checked the query in question, and determined that it required a pagesize of '33529'; i.e. db2 'describe SELECT sa.ticket_id, sa.a_from, sa.a_to, sa.a_cc, sa.a_subject, sa.a_reply_to, sa.a_message_id, sa.a_in_reply_to, sa.a_references, sa.a_body, st.create_time_unix, st.ticket_state_id, st.queue_id, sa.create_time, sa.a_content_type, sa.create_by, st.tn, article_sender_type_id, st.customer_id, st.until_time, st.ticket_priority_id, st.customer_user_id, st.user_id, st.responsible_user_id, sa.article_type_id, sa.a_freekey1, sa.a_freetext1, sa.a_freekey2, sa.a_freetext2, sa.a_freekey3, sa.a_freetext3, st.ticket_answered, sa.incoming_time, sa.id, st.freekey1, st.freetext1, st.freekey2, st.freetext2, st.freekey3, st.freetext3, st.freekey4, st.freetext4, st.freekey5, st.freetext5, st.freekey6, st.freetext6, st.freekey7, st.freetext7, st.freekey8, st.freetext8, st.freekey9, st.freetext9, st.freekey10, st.freetext10, st.freekey11, st.freetext11, st.freekey12, st.freetext12, st.freekey13, st.freetext13, st.freekey14, st.freetext14, st.freekey15, st.freetext15, st.freekey16, st.freetext16, st.ticket_lock_id, st.title, st.escalation_update_time, st.freetime1 , st.freetime2, st.freetime3, st.freetime4, st.freetime5, st.freetime6, st.type_id, st.service_id, st.sla_id, st.escalation_response_time, st.escalation_solution_time, st.escalation_time, st.change_time FROM article sa, ticket st WHERE sa.ticket_id = ? AND sa.ticket_id = st.id' | cut -c23-35 | awk '{i=i+$1; print $1,i;}' | tail -n 1 33529 This is above the maximum supported by DB2 (32768). Has anyone successfully ran OTRS3 and DB2? Any suggestions on how we can overcome this problem? Thanks! Pierce CONFIDENTIALITY NOTICE: The contents of this email are confidential and for the exclusive use of the intended recipient. If you receive this email in error, please delete it from your system immediately and notify us either by email, telephone or fax. You should not copy, forward, or otherwise disclose the content of the email.

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Reply to a customer ticket
by Polonkai Gergely 11 Mar '11

11 Mar '11

Hello! I have upgraded from OTRS 2.4.x to 3.0.6. Until today we were testing the ITSM features of OTRS::ITSM, which works great. Today, we began to test the ticketing features, so we could fully migrate from our old ReadyDesk system to OTRS. However, we cannot find a reply feature in the ticket display. When I zoom to a ticket, there is a <select> box with -Reply- in it, but nothing happens whatever I do with it. Am I missing, or forgot to turn on something? Thanks in advance! Gergely Polonkai

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