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disable or hide html code button in rich text editor
by Alessandro d'Ambrosio 23 Feb '11

23 Feb '11

Hi How can i disable source code button in the rich text editor customer web interface? Thanks!!! Ale

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add a note in text form
by Alessandro d'Ambrosio 23 Feb '11

23 Feb '11

Hi, i've otrs 2.4.7 and i i'd like to add a note in the text form of customer frontend ticket interface. When a customer adds a ticket by web I wish there was a note (not editable) as "confirm your address" or "indicate the time" in the text form . How Can I do? Thanks Alessandro

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Re: [otrs] Problem with attach file in otrs 2.4.9
by vijay dahiya 23 Feb '11

23 Feb '11

dear Masood, i had same problem in OTRS 3.0.5 and i have solved the same editing the Encode.pm in OTRS/kernal/system . just hash the # set binmode # binmode( $Row, ':utf8' ); Hope this will solve your problem . Regards Vijay Dahiya On Mon, Feb 21, 2011 at 5:30 PM, <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. To change logo in agent interface (ravi shanker) > 2. Re: To change logo in agent interface (Robert Poreba) > 3. Re: Problem with attach file in otrs 2.4.9 (masood ramezani) > 4. Re: PDF Printing Images (Stuart Hall) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Sun, 20 Feb 2011 17:50:23 +0530 (IST) > From: ravi shanker <rshanker_ch(a)yahoo.com> > Subject: [otrs] To change logo in agent interface > To: "otrs(a)otrs.org" <otrs(a)otrs.org> > Message-ID: <151239.83208.qm(a)web94709.mail.in2.yahoo.com> > Content-Type: text/plain; charset="utf-8" > > Hi, > > I'm using otrs 3.0 and would like to know whether we can change "OTRS" logo > @ right side corner of agent interface.i couldn't get otrs image in images > folder. > Also i tried changing productname in config and it only changed logos at > browser header,login etc but not OTRS logo @ rightside corner of every page. > If somebody have tried this,please let me know > > Regards > Ravi Shankar > >

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integrating OTRS + Nagios
by DM_Julio Angulo 22 Feb '11

22 Feb '11

Hi all, I am integrating OTRS with Nagios, I comment, I'm using the manual in pdf: nagios_conference_2008_en.pdf, appears in the documentation, but on page 12, add this code: 213 # 'check_otrs' command definition 214 #define commnad{ 215 # command_name check_otrs 216 # command_line /opt/otrs/bin/otrs.NagiosCheck.pl -c $ARG1$ -N 217 #} the file: / etc / nagios / objects / commnads.cfg, restart Nagios to try and fail, any ideas?, any help is welcome. thank you very much Julio Cesar Angulo Quiroz Telf.: 997066155

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integrating Otrs + Nagios
by DM_Julio Angulo 22 Feb '11

22 Feb '11

Hi all, I am integrating OTRS with Nagios, but I only find old manuals do not help much, can anyone suggest a more recent manual, I'm using OTRS version 2.4.7. thank you very much Julio Cesar Angulo Quiroz Telf.: 997066155

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OTRS-iphone can't change ticket owner
by Luis "Vox" Garza 22 Feb '11

22 Feb '11

Hi Well, after managing to fix the broken upgrade problem I had, now I'm back at the basic error that made me look at the upgrade...but that wasn't fixed by fixing otrs :) Here's the thing...I can't change ticket owners with the iphone app...when I try to select an owner in the move-ticket screen, I get: Warning There are no options available for this field. Please contact your administrator for assistance. Unfortunately, the administrator is me :) I activated the debugging logs for the iphone plugin thing in otrs, and I see two lines whenever I try to select a new owner in the iphone app: [2011-02-22 12:19:48][Debug] [Inbound] [User=vox&Password=****&Object=CustomObject&Method=UsersGet&Data={"AllUsers":"1","QueueID":"19"} [2011-02-22 12:19:48][Debug] [Outbound] [{"Result":"successful","Data":[{"3":"*******************","2":"Garza Luis (vox)","5":"*********************"}]} (substituted ***** for the name of the two agents that show up in that line). So...the log by itself tells me it should work...but the app says no :( Any help would be greatly appreciated...the iphone app has become the main ticket manipulation tool for most of the agents here (we tend to not be at the office much)...I'm facing a revolt here! :) Thanks in advance Luis -- Red Hat Certified Engineer (RHCE) #805008141632764 Red Hat Certified Instructor (RHCI) http://www.stepone.mx/ Think of the Linux community as a niche economy isolated by its beliefs. Kind of like the Amish, except that our religion requires us to use _higher_ technology than everyone else. -- Donald B. Marti Jr. AVISO DE CONFIDENCIALIDAD: Este correo electrónico, incluyendo en su caso, los archivos adjuntos al mismo, pueden contener información de carácter confidencial y/o privilegiada, y se envían a la atención única y exclusiva de la persona y/o entidad a quien va dirigido. La copia, revisión, uso, revelación y/o distribución de dicha información confidencial sin la autorización por escrito de Step One Group, S.A. de C.V., está prohibida. Si usted no es el destinatario a quien se dirige el presente correo, favor de contactar al remitente respondiendo al presente correo y eliminar el correo original incluyendo sus archivos, así como cualesquiera copia del mismo. Mediante la recepción del presente correo usted reconoce y acepta que en caso de incumplimiento de su parte y/o de sus representantes a los términos antes mencionados, Step One Group, S.A. de C.V. tendrá derecho a los daños y perjuicios que esto le cause.

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Error after update from 2.x to 3.x
by Luis "Vox" Garza 22 Feb '11

22 Feb '11

Hi I did an upgrade from 2.x to 3.x and everything went great...except that now, whenever I try to change a ticket's owner, I get an error, and I can't find anything about it...so...hopefully somebody here can help out. It's OTRS 3.0.4 with ITSM 2.1.92, over Centos 5.4, and the error I'm getting is: Can't locate object method "OptionStrgHashRef" via package "Kernel::Output::HTML::Layout" at ../..//Kernel/Modules/AgentTicketOwner.pm line 749. ...whenever I hit the Owner link on the zoomed ticket page. As for logs...the http log just shows a 500 error and that's that...no errors (nor messages at all about this) on OTRS system logs. Help? :) Luis -- Red Hat Certified Engineer (RHCE) #805008141632764 Red Hat Certified Instructor (RHCI) http://www.stepone.mx/ Think of the Linux community as a niche economy isolated by its beliefs. Kind of like the Amish, except that our religion requires us to use _higher_ technology than everyone else. -- Donald B. Marti Jr. AVISO DE CONFIDENCIALIDAD: Este correo electrónico, incluyendo en su caso, los archivos adjuntos al mismo, pueden contener información de carácter confidencial y/o privilegiada, y se envían a la atención única y exclusiva de la persona y/o entidad a quien va dirigido. La copia, revisión, uso, revelación y/o distribución de dicha información confidencial sin la autorización por escrito de Step One Group, S.A. de C.V., está prohibida. Si usted no es el destinatario a quien se dirige el presente correo, favor de contactar al remitente respondiendo al presente correo y eliminar el correo original incluyendo sus archivos, así como cualesquiera copia del mismo. Mediante la recepción del presente correo usted reconoce y acepta que en caso de incumplimiento de su parte y/o de sus representantes a los términos antes mencionados, Step One Group, S.A. de C.V. tendrá derecho a los daños y perjuicios que esto le cause.

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Mandatory Service field
by Robert Poreba 22 Feb '11

22 Feb '11

Hi All, I'm trying to force my agents to select the Service field when creating tickets. Looks like an obvious thing to do but I can't find a way.. I changed the Kernel/Output/HTML/Standard/AgentTicketPhone.dtl file so the field looks like mandatory one (ie. it has a '*' and black text) but now I need to do the logic behind it. Has anybody done that already? I found it in FAQ ( http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=334) but it is for OTRS version 2 and I'm using OTRS 3.0.5 Thanks in advance -- Kind Regards, Robert

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Package Project Management
by Jober Mijares 22 Feb '11

22 Feb '11

Hi everybody I have almost 4 years using OTRS, currently i use the version 2.4.7, and i have a question. Almost six months ago i remember having tried a package for Management Projects, but now i search the package and i can't find. Where is the package? Please if anybody can help me, i appreciate Thanks

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Error on login
by Daniel González Díaz 22 Feb '11

22 Feb '11

Hi, We are using OTRS 2.4 with ITSM 2.0 on Suse Enterprise Server 10 Service Pack 3. Every night we run a backup script that shuts down OTRS and start it back. Today we have found following error when trying to log in OTRS: Got no TicketObject! at ../..//Kernel/Output/HTML/NavBarModuleAdmin.pm line 29. I can't find any useful log relating to this error. What does this error relate to? Where should I start looking for solution? Thanks in advance, -- Daniel González Díaz Arquitectura y Plataformas Unidad de Consultoría Tecnológica Indra Sistemas Este correo electrónico y, en su caso, cualquier fichero anexo al mismo, contiene información de carácter confidencial exclusivamente dirigida a su destinatario o destinatarios. Si no es vd. el destinatario indicado, queda notificado que la lectura, utilización, divulgación y/o copia sin autorización está prohibida en virtud de la legislación vigente. En el caso de haber recibido este correo electrónico por error, se ruega notificar inmediatamente esta circunstancia mediante reenvío a la dirección electrónica del remitente. Evite imprimir este mensaje si no es estrictamente necesario. This email and any file attached to it (when applicable) contain(s) confidential information that is exclusively addressed to its recipient(s). If you are not the indicated recipient, you are informed that reading, using, disseminating and/or copying it without authorisation is forbidden in accordance with the legislation in effect. If you have received this email by mistake, please immediately notify the sender of the situation by resending it to their email address. Avoid printing this message if it is not absolutely necessary.

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