- otrs - OTRS mailing lists

stadistics
by DM_Julio Angulo 29 Sep '10

29 Sep '10

Hi, Should i take into account to create a statistics that i reflects the time of customer of a ticket Julio Cesar Angulo Quiroz

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Regular Expression for Filter
by Pradumna Maheshwari 29 Sep '10

29 Sep '10

Hello all.. I have a Post Master filter to ignore the mails that contain Subject starting with "Out of Office AutoReply:", then can have anything after this. I have Header 1 as 'Subject', so what should be the regular expression for 'Value'...? In "Set" option, I am setting Header 1 as 'X-OTRS-Ignore' and Value as 'yes'...is it fine..? 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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CurrentTimestampCheck - Oracle - Otrs 2.4.8
by Enrico Papi 29 Sep '10

29 Sep '10

Hi all, we have successfully installed OTRS 2.4.8 on CentOS 5.5 with Oracle 10.2.0.24 as DB. After the checking the correct permission on /opt/otrs tree, adding oracle related lines in Config.pm and checking all perl modules are ok, we have the following problem when accessing to "Support Assessment" in the Admin panel. Software error: Can't call method "fetchrow_array" on an undefined value at /opt/otrs//Kernel/System/DB.pm line 622. I want to underline this is not the first time we deploy otrs on this oracle installation and with otrs 2.4.7 and itsm 2.0.3 all worked well with the same Config.pm. Obviously the database it is not the same but a new empty one. I've analyzed the log/http/error_log and after i try to access to "Support Assessment" the following errors are added: [Tue Sep 28 16:58:47 2010] -e: DBD::Oracle::db prepare failed: ORA-00923: FROM keyword not found where expected (DBD ERROR: error possibly near <*> indicator at char 24 in 'SELECT current_timestamp<*>') [for Statement "SELECT current_timestamp"] at /opt/otrs//Kernel/System/DB.pm line 550. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Sep 28 16:58:47 2010 Message: ORA-00923: FROM keyword not found where expected (DBD ERROR: error possibly near <*> indicator at char 24 in 'SELECT current_timestamp<*>'), SQL: 'SELECT current_timestamp' Traceback (3626): Module: Kernel::System::Support::Database::oracle::_CurrentTimestampCheck (v1.20) Line: 273 Module: Kernel::System::Support::Database::oracle::AdminChecksGet (v1.20) Line: 66 Module: Kernel::System::Support::Database::AdminChecksGet (v1.12) Line: 151 Module: Kernel::System::Support::AdminChecksGet (v1.43) Line: 157 Module: Kernel::Modules::AdminSupport::Run (v1.28) Line: 297 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 These error messages are almost always associated with the followings: -e: Use of uninitialized value in int at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 70. -e: Use of uninitialized value in int at /opt/otrs//Kernel/Output/HTML/DashboardUserOnline.pm line 74. _-e: utf8 "\xFC" does not map to Unicode at /opt/otrs//Kernel/System/Config.pm line 161, <$In> chunk 1._ -e: DBD::Oracle::st execute failed: ORA-01861: literal does not match format string It look like the problem is related to Oracle timestamps. Although we had added the correct options in our Config.pm $ENV{'ORACLE_HOME'} = '/opt/oracle/oracle/product/10.2.0/db_1'; $ENV{'NLS_LANG'} = "italian_italy.utf8"; $ENV{'NLS_DATE_FORMAT'} = 'YYYY-MM-DD HH24:MI:SS'; this is not working. Anyway, we finally tried to install ITSM 2.0.3 on top of this otrs development. After that we have many other error/warnings related to oracle/db timestamp/date with many otrs function, completely different from "support assessment". So we think it is a problem in some basic function. Someone else have the same problem? Any ideas? thx in advance.

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Email text format
by Pradumna Maheshwari 28 Sep '10

28 Sep '10

Hello All... Kindly tell me, how to make various email responses in one format (plain text or html) ? As because now, sometimes its comes as Plain Text and sometime in HTML... 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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Proven Configurations for OTRS, IIS and Strawberry Perl ?
by Hugh Kelley 28 Sep '10

28 Sep '10

Does anyone have advice on the best way to deploy OTRS under IIS 7.x with Strawberry Perl? I'm unfamiliar with Fast CGI, but that seems to be a possible approach. I have been using ActivePerl's PerlEx up to this point but between the differences in CPAN offerings and a recent timezone but I found, I think it's work the trouble for me to learn the more about Strawberry Perl. Hugh

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Creative Uses of MOTD?
by Hugh Kelley 28 Sep '10

28 Sep '10

Has anybody done any exciting or clever stuff with Message of the Day? If you have made some AJAX/SOAP type integration with another data source (or maybe OTRS itself) I'd love to see your examples. Would that sort of thing be better done in DashboardMOTD.pm or as script code embedded in motd.dtl? Hugh

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Add Service field
by Pradumna Maheshwari 28 Sep '10

28 Sep '10

Hello all.. I would like to add, " Service " field in 'Note' link of Zoom ticket. What I need to add in 'AgentTicketNote.dtl ? Do I need to update both '.dtl' and '.PM' files..? Thanks... Pradumna Maheshwari =====-----=====-----===== 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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Back Up???
by Joseph Thomas 28 Sep '10

28 Sep '10

Hello, currently i am using OTRS 2.4.7.it sounds good.only thing is i dont no how to take backup of this.can any one help me please. -- Regards, *JOSEPH THOMAS *| Associate Network Administrator

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Feature of OTRS 2.4.7 ?
by Claudio Prono 27 Sep '10

27 Sep '10

Hello all, I use OTRS version 2.4.7-01 on OpenSuse 11.3 with apache apache2-2.2.15-3.7 and apache2-mod_perl-2.0.4-45.1. I have some questions.... 1) Is possible to make a custom answer without quoting the text of the previous request? Automatically the previous message was quoted when i use a custom answer... and seems there is no way to toggle this from the admin options... i am wrong? 2) Is possible to send a mail to the customer, when him changes his password from his preferences? 3) OTRS can take automatically customers data from an external MYSQL database? Cordially, Claudio Prono. -- -------------------------------------------------------------------------------- Claudio Prono OPST System Developer Gsm: +39-349-54.33.258 @PSS Srl Tel: +39-011-32.72.100 Via San Bernardino, 17 Fax: +39-011-32.46.497 10141 Torino - ITALY http://atpss.net/disclaimer -------------------------------------------------------------------------------- PGP Key - http://keys.atpss.net/c_prono.asc

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show escalation solution time on statusview
by Leonardo Certuche 26 Sep '10

26 Sep '10

Hello there! Our customer would love to see Escalation Solution Time on his StatusView instead of Age. I tried to insert it using the same variables that appear at AgentTicketZoom.dtl (SolutionTimeHuman and SolutionTimeWorkingTime) but they show nothing. Is there any way to show Escalation Solution Time on AgentTicketOverviewSmall.dtl with human time? Thanks, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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