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How to show filtered levelwise Services in Agent Interface
by Pradumna Maheshwari 17 Sep '10

17 Sep '10

Hello All, I want to ask that is there any relation between Services and Queues..? Is it possible to create level wise display of Services while creating a new ticket for Agent Interface? i.e. 1st level of services, followed by respective 2nd level of services, then 3rd level... Any help is appreciated... 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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FAQ installation
by Ferdinandus Rudijanto 17 Sep '10

17 Sep '10

I installed FAQ module in my OTRS localhost environtment. But when I accessed http://localhost/otrs/faq.pl, I got an error. Please help me to get a documentation of setting up FAQ module. Really appreciate for any helps.

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Can users see their own session variables?
by Hugh Kelley 17 Sep '10

17 Sep '10

I'm debugging another timezone issue and have realized that only admin group members can see session data. Is there a way that normal customers or agents could see that data (for the current session only)? Hugh

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Deleting queue contents
by PREF31 OTRS 17 Sep '10

17 Sep '10

Hi, How can I delete all tickets , all history events and all associated files from a queue ? I do tests and I want to clean the database and files before the production time. Thanks Claude

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Re: [otrs] Problem with Customer interface
by Sebastien Bory 17 Sep '10

17 Sep '10

Dear List, I do some test and this error , appear only when I do an authentication and synchronization with LDAP (active directory) for the customer Anybody have an idea why ? thanks Best regards Sébastien Bory De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Sebastien Bory Envoyé : lundi 13 septembre 2010 10:52 À : User questions and discussions about OTRS. Cc : otrs-owner(a)otrs.org Objet : [otrs] Probleme with Customer interface Dear list I have an error message when a customer want to open a new ticket witch the customer interface. When he click to summit he have this page Erreur: Can't get ArticleID from INSERT! and I have the same error in my apache log: [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Use of uninitialized value $_ in -d at C:/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Use of uninitialized value $_ in -d at C:/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Mon Sep 13 10:33:39 2010, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] , referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Message: Can't get ArticleID from INSERT!, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] , referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Traceback (3872): , referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: Kernel::System::Ticket::Article::ArticleCreate (v1.232.2.1) Line: 243, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: Kernel::Modules::CustomerTicketMessage::Run (v1.47) Line: 371, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 852, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: C:/OTRS/OTRS/bin/cgi-bin/customer.pl (v1.42) Line: 48, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] , referer: http://opc.groupenci.lan/otrs/customer.pl. So when I log to the agent interface the ticket is created, but I dont have any mail to tell me there are a new ticket in this file. Its a mismatch about mail and postmaster Configuration? Thanks for your response Sebastien Bory Cordialement Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com Description : cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

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Re: [otrs] Connection issues
by Steve Durbin 17 Sep '10

17 Sep '10

Osvaldo, There could be a number of reasons for this, but a common one is that IE is flushing the DNS cache while you're connected; IE8 is known to do this. The fix is a registry change; in Registry Editor, change HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Internet Settings\DNSCacheTimeout To a value larger than the expiry time of your Kerberos tickets; we use 0x0000a8c0 (decimal 43020). Be aware if you use any form of dynamic DNS on hosts this may affect connectivity; very few people do so it shouldn't be an issue, but it needs mentioning. Microsoft support article http://support.microsoft.com/kb/263558 - they say you need to change ServerInfoTimeOut as well, we didn't find this necessary. There's an article referring specifically to the error you have at http://support.microsoft.com/kb/899417, but this is 2003-only. Cheers, -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

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Connection issues
by Osvaldo Solano 16 Sep '10

16 Sep '10

Hello: I´m using IE 8 over Windows Vista 32 bits Service Pack 2 connecting to our OTRS 2.4 installation. Constantly the system logs me off. Other users using Windows XP and Windows 7 don´t have the same problem. Anybody knows the reason? Regards Osvaldo Solano

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Configuring Simple Interface for Agents
by niklas.johansson＠knowit.se 16 Sep '10

16 Sep '10

Hello, I know I have read somewhere before that it is possible to configure the interface to some kind of "lite" or simpler look. Now, I cannot find any information about that when googling around. Perhaps I'm using the incorrect words... So, my questions are: 1. It's the Agent's interface that's possible to configure to a simpler look, isn't it? 2. How do I configure this? Thanks and Regards, Niklas

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New ticket notification email to multiple agents
by Erik van Ast 16 Sep '10

16 Sep '10

Hi all, I have set up OTRS months ago and everything works really well, but I found out that notification emails created by new tickets are only send to 1 administrator and we have 2. So today I tried to set OTRS up in such a way that those notifications are send to multiple addresses, but I can't find it. Can anyone help? Can I fill in multiple addresses somewhere or do I need to configure it otherwise? I think the notifications come from the en::Agent::NewTicket notification but I can't find any email addresses there... We use OTRS 2.4.7 on a OpenSuse 11.2 system en tickets are created both by sending an email to the OTRS system or by creating it on the customers OTRS website... Kind regards, Erik

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Customized Field Validation via JavaScript Functions?
by Hugh Kelley 16 Sep '10

16 Sep '10

Is there any way to add custom JavaScipt functions to the UI? Would this require a new theme? Would it be possible to hook in my own JS file to the "minifier" to accomplish this? I have two use cases in mind: 1. An agent sets a ticket to a status like "waiting for vendor". I would then like to require that the free text field for vendor reference IDs has a value. 2. Some agents would prefer to input time with "tokens", like "1:30" for 1.5 hours, or 5m for five minutes. A JS function could handle these translations. Any ideas? Hugh

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