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Multiple Dashboards
by Straccialano, Rosanna 01 Oct '10

01 Oct '10

Hi all, I was wondering if it was possible to have multiple dashboard views in OTRS. I have created a queue called 'projects' and I don't necessarily want to see this on my main dashboard, is there a way to have maybe a separate dashboard for those? Or removing them from the main dashboard? Thanks for your help in advance. Rosanna

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Re: [otrs] Ticket Creation from SMS
by Roy Kaldung 01 Oct '10

01 Oct '10

> Is it possible to create a ticket from SMS? > > > > e.g. Someone SMS to a particular number and then a ticket should be > created > based on that. Replied to customer on mail/sms. > > Tracking can be from OTRS. Hi, creating a ticket by a received sms is not a big task. You can use e.g. SMS Tools 3 (http://smstools3.kekekasvi.com/) for receiving sms and trigger a script for each received sms. The script can create tickets via the soap interface. hth, Roy

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Ticket Creation from SMS
by Darshak Modi 01 Oct '10

01 Oct '10

Is it possible to create a ticket from SMS? e.g. Someone SMS to a particular number and then a ticket should be created based on that. Replied to customer on mail/sms. Tracking can be from OTRS.

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Pasting Images in Ticket Replies
by Hugh Kelley 01 Oct '10

01 Oct '10

When I reply to a ticket via Firefox, I seem to be able to paste images in the body of the message. Under IE, this does not work. Is this an OTRS feature or some FF add-on that is enabling it? I assume it is within OTRS since the tool knows to upload the image to the /otrs/ index.pl?Action=PictureUpload handle (which makes it an attachment of the article). Hugh

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Byte order is not compatible at ..\..\lib\Storable.pm
by Hugh Kelley 01 Oct '10

01 Oct '10

A user sent a large screenshot into OTRS today (3.0 Beta 3) and it seems (based on the coincidental timing) to have caused an issue with the dashboard. I now get these "Byte order is not compatible at ..\..\lib\Storable.pm " messages in the PerlEx logs (see further down). The web server just returns a 500 error when I request /otrs/index.pl?Action=AgentDashboard Strangely, I can navigate directly to the attachment via customer and agent interfaces and see the ticket and the attachment in the article. Has anyone seen this before? *** 'C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl' log message at: 2010/09/28 18:35:27 PerlEx: Executing script: C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl Precompiler: Execute called for file [C:\OTRS\otrs-3.0.0\bin\cgi-bin\ index.pl] Precompiler: Checking for existence of C:\OTRS\otrs-3.0.0\bin\cgi-bin\ index.pl in Cache Precompiler: Script C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl is compiled and 848207 minutes old. Precompiler: Executing Package:[PerlEx::Precompiler::c_::otrs::otrs2d3_0_0::bin::cgi2dbin::index_pl] Filename:[C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl] Params:[] Precompiler: Execute Error: Filename:[C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl] Package:[PerlEx::Precompiler::c_::otrs::otrs2d3_0_0::bin::cgi2dbin::index_pl] Params[] Byte order is not compatible at ..\..\lib\Storable.pm (autosplit into ..\..\lib\auto\Storable\thaw.al) line 415, at ../..//Kernel/System/Cache/FileStorable.pm line 128 PerlEx: Execute returned: -1 The only related looking message I see in the OTRS log is: [Tue Sep 28 18:43:49 2010][Error][Kernel::System::Web::UploadCache::DB::FormIDAddFile][68] Need Content!

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OTRS:ITSM - Change Management How-To?
by Armando Ortiz 30 Sep '10

30 Sep '10

I'm trying to work with the CM part of the ITSM and having a little difficulty understanding exactly how it works. Could someone post a quick start with a simple change management scenario? --------------- CONFIDENTIALITY WARNING: This email may contain privileged or confidential information and is for the sole use of the intended recipients. Unauthorized disclosure or use of this communication is prohibited. If you believe that you have received this email in error, please notify the sender immediately and delete it from your system. EXPORT WARNING: These commodities, technical data or software may be subject to the export control of either the International Traffic in Arms Regulations (ITAR) or the Export Administration Regulations (EAR) and may not be exported without the authorization of either the Department of State or the Department of Commerce prior to export. Export includes disclosure and or access to Commodities, technical data or software by foreign nationals whether located in the United States or Abroad. This requirement applies equally to foreign national employees of U.S. Companies and their foreign subsidiaries.

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PostMaster.pl
by Andrew Meyer 30 Sep '10

30 Sep '10

I am having some issues with OTRS 3.0b4 (fedora 13) - PostMaster.pl I want it grab email every minute. Do I need to put a cronjob in place? Is there somewhere in OTRS to set this up? 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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How to show owner icon in 3.0 dashboard?
by Hugh Kelley 30 Sep '10

30 Sep '10

I'm having a bit of sysconfig amnesia. One day I decided to hide the "owner" icons in the top row of the dashboard. Now I want to put it back (but can't find the setting in sysconfig). Does anybody remember what option this is? Hugh

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Move ticket from queue to queue after OTRS has got a followup
by Ruslan 30 Sep '10

30 Sep '10

Hi! I need OTRS move ticket from one queue to another after recieving a followup from a client. For example, we have queue A and queue B. The ticket is open and is in queue B. I need OTRS move it automaticaly to queue A after client's followup. I tried to use PostMaster Filter. But X-OTRS-FollowUp-Queue doesn't move ticket. For example just for test I do the following: 1. Create new filter in PostMaster Filter Management. Let it be "My filter". 2. In Header 1 I choose From. 3. In Value field I put EMAILADDRESS:<my current email> 4. In set group of fields I choose Header 1: X-OTRS-FollowUp-Queu 5. In Value: The name of the queue to move ticket in. (I tried also queue id, different queue names and so on). OTRS won't move the ticket. What's wrong? -- With best regards, Ruslan

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Same ticket subject in all
by Pradumna Maheshwari 29 Sep '10

29 Sep '10

Kindy tell me, how to get capture original ticket's Subject in all the external notes from Zoom ticket. Thanks... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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