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AgentITSMChangeMyWorkOrders not updating
by Leonardo Certuche 30 Nov '10

30 Nov '10

Hello there, On the current implementation we're supporting, when a workorder is assigned to a given Agent, his AgentITSMChangeMyWorkOrders counter is not being updated. It shows zero (0) even though a workorder is already assigned to him. The Agent has RW permission under the following groups: itsm-change itsm-change-builder itsm-change-manager users Am I missing some other configuration? Thanks in advance, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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Re: [otrs] Autoincrement trouble
by Sune T. Tougaard 30 Nov '10

30 Nov '10

Hi again, So far I have just been letting it run, detecting conflicting tickets by itself. It looks like it doesn't detect as many as i would have thought. If anyone have any ideas or concerns that I could/should investigate, input will still be greatly appreciated. Thanks. -- /Sune T. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: 26. november 2010 10:38 To: otrs(a)otrs.org Subject: [otrs] Autoincrement trouble Hi List, Last night, our system (2.4.7) running "AutoIncrement" on the ticket number sequence generation, crossed over from 20299999 to 20300000 (or so it seems). But apparently something went wrong, and now it has gone back to 2000001 after having had a few issues with determining which number to use. The log looks like this: [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000001) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000001) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000001) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000001) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20100013) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20100015) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20100013) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20100013) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000003) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20300017) exists! Creating a new one. Please note the ticketnumbers, some are 5 and some are 6, some have a 1, some have a 3. Now it seems to have settled for only 5 beginning from 1, going upwards. TicketCounter.log seems to agree with this. Any ideas what might have gone wrong and how I get out of it again? I could just let it run, spamming the log with the above messages, until it finds free numbers again, but I'm not sure what the consequenses will be. Increase the number in ticketcounter.log, perhaps? Switch to "Date" or something?! Any input will be much appreciated. Thanks -- /Sune T.

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Set Responsibles Automatically?
by jose francisco luis medina 30 Nov '10

30 Nov '10

it's possible assigned automatically and randomly the responsible on tickets of a specific queue?

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Mail to big
by Guillaume Rehm 28 Nov '10

28 Nov '10

Hi list, I have a mail to big to store it in DB. Ok, I delete it on my mailbox. But now on each cron, PostmasterMailBox.pl try to store it in db, again. Why PostmasterMailBox.pl find this big mail, it doesn't stored on mailbox. Otrs cache it ? If yes, where I can delete cache ? Anyone have info ? thanks a lot, and BR -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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Re: [otrs] 2.4.7-3.0.2 Post Update
by Mikola Rose 26 Nov '10

26 Nov '10

Ok, now that I think I have the bulk of my update done and have logged in I get these errors in my browser Core.Agent.Dashboard is undefined What have I missed. Also clicking on ticket/Calendar etc does nothing. So close... Mik

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howto hide merged tickets
by mb 26 Nov '10

26 Nov '10

Hi all, I am running otrs 3.0.2. - I'd like to hide the merged tickets from the list of linked child objects (detailed ticket view, left side panel) - I'd like to extend this panel by edding a "star" or just a character to display the status of the linked tickets Thanks mb By the way: looks great!

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Generic Agent: Forward message?
by Lars Jørgensen 26 Nov '10

26 Nov '10

Hi, We are thinking about implementing this work flow: 1. System generates mail to OTRS 2. OTRS forwards the mail to an external partner 3. The partner replies to this mail The idea is that we need the ticket number in the forwarded mail in [2], so that replies from the partner will be attached to the ticket. Is this possible? Lars

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JavaScriptError: Cannot call method 'Init' of undefined
by Nils Breunese (Lemonbit) 26 Nov '10

26 Nov '10

Hello, We upgraded from OTRS 2.4.9 to OTRS 3.0.2 using the RPM package on CentOS 5.5. Everything seems to be working fine, but when we open the page to compose a new e-mail we get two JavaScript errors: ---- [ERROR] JavaScriptError: Cannot call method 'Init' of undefined • /otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:212Uncaught TypeError: Cannot call method 'Init' of undefined • TargetNS.HandleFinalError/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:212 • (anonymous function)/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:546 • c.b.extend.ready/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:37 • c.t/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:37 /otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:168[ERROR] JavaScriptError: Cannot call method 'Init' of undefined • /otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:212Uncaught TypeError: Cannot call method 'Init' of undefined • TargetNS.HandleFinalError/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:212 • (anonymous function)/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:546 • c.b.extend.ready/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:37 ---- We already tried removing these cache files, but they are regenerated and the error persists. As a result auto-complete and features (navigation) break... Has anyone else encountered this or does anyone know what is wrong here? How do we fix this? Nils.

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Customers need to see each others tickets. How can that be configured?
by Erik van Ast 25 Nov '10

25 Nov '10

Hi all, At our company we currently use OTRS 3.0.2. and we have 2 agents and about 10 customers. All these customers can create their own tickets but because 25-50% of these tickets are about the same problem we want all customers to be able to see each other's tickets. How can that be configured? Currently we have 1 main queue with 2 sub queues and for now I want the customers to be able to see all tickets created in one of those queues. We have created a group called "All customers" and we connected all users to that group through "Customers <-> Groups. In the top queue we have defined the group "All customers" but still customers aren't able to see the tickets created by other users. How can we configure this? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik

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After 2.4.9 upgrade from 2.3.3 FAQ empty
by Wes Plate 25 Nov '10

25 Nov '10

Last night I upgraded from 2.3.3 to 2.4.9 and it actually seemed to work. But this morning I checked the OTRS system log to see if if was actually working or if it was getting errors. I saw things like this in the OTRS System Log... Wed Nov 24 09:33:13 2010 error OTRS-CGI-1 No such ItemID 2! Wed Nov 24 09:33:07 2010 error OTRS-CGI-1 No such ItemID 61! And when I visited the FAQ it looked like this... http://www.automaticduck.com/screenshots/FAQafter2.4.9.jpg Before upgrading I had replaced my Standard theme folder with the factory 2.3.3 theme, I had theme problems during trial runs and by removing my modified theme before upgrading I was able to avoid some of those problems. After upgrading to 2.4.9 I _uninstalled_ the 1.5.3 FAQ module and then I installed the 1.6.5 FAQ module. Did uninstalling actually delete my FAQ entries? Maybe I should have _upgraded_ the FAQ module instead? I've reverted back to my backup so I can try this again later. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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