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Accesing OTRS users and Groups from other app
by Armando Irazabal 26 Aug '10

26 Aug '10

Hi, I need to develop an small application besides OTRS at the same server and I want to use OTRS users and groups to validate and assign roles (Single Sign on managed by OTRS) How can I do? Any idea? Regards,

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Magic re-opening tickets in otrs
by José Alberto López Macías 26 Aug '10

26 Aug '10

Hi everybody, I have installed otrs 2.4.7 and few day ago I see that some tickets are automatically re-opening after their was closed, when I review the history of the ticket I see that the ticket is reopen by the Admin otrs. A sample of one ticket history is: ….. ---- Next lines show how the ticket is closed StateUpdate Old: "open". New: "closed successful" x jalopez (Jose Alberto Lopez) 26/08/2010 - 11:00:43 Unlock Ticket unlock. - jalopez (Jose Alberto Lopez) 26/08/2010 - 11:00:43 Misc ResponseTemplate (2/679/681) - jalopez (Jose Alberto Lopez) 26/08/2010 - 11:00:43 ---- Here when the ticket is re open StateUpdate Old: "closed successful". New: "open" - root@localhost (Admin OTRS) 26/08/2010 - 11:02:02 FollowUp Seguimiento para [2010082010244]. x root@localhost (Admin OTRS) 26/08/2010 - 11:02:02 Misc Reset of unlock time. …. Anybody have idea what is he problem? -- Saludos, J. Alberto López www.opentask.com.mx Open Task PS +52 (55) 3333 2235

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Help Me please...
by Joseph Thomas 26 Aug '10

26 Aug '10

Dear Team, How can i access OTRS from internet? please give the certain steps that i want to do in OTRS? -- Regards, *JOSEPH THOMAS* *M*: +91 98954 02696 |* * | *F*: +91 484 4060806 | www.suyati.com

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Refresh '7 days Stat'
by Pradumna Maheshwari 26 Aug '10

26 Aug '10

Hello I want that '7 Day Stats' graph on dashboard should be get refresh in 5 mins, where should make the changes? Thanks- 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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Help Me please...
by Joseph Thomas 26 Aug '10

26 Aug '10

Dear team, i have certain things to do in OTRS, please help me ............ If the administrator or agent is not logged in and a customer is send a queue, they must get an update through an e-mail which we set.....How can it be possible? Please give me that certain steps that i want to do in OTRS..immediatly...

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Prevent unlocking a locked Ticket on move
by Patrick Cervicek 26 Aug '10

26 Aug '10

When I lock a ticket and move it to an other queue, the ticket is unlocked. In earlier versions of OTRS the ticket stayed locked. How can I prevent unlocking a ticket when moving it? I think the reason is this statement in ZZZAAuto.pm $Self->{'Ticket::EventModulePost'}->{'99-ForceUnlockOnMove'} = { 'Event' => 'TicketQueueUpdate', 'Module' => 'Kernel::System::Ticket::Event::ForceUnlock' }; I tried already to disable it in Config.pm but it didn't work: $Self->{'Ticket::EventModulePost'}->{'99-ForceUnlockOnMove'} = {}; $Self->{'Ticket::EventModulePost'}->{'99-ForceUnlockOnMove'} = undef; $Self->{'Ticket::EventModulePost'}->{'99-ForceUnlockOnMove'} = We are using OTRS 2.4.7, Patrick

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Fwd: Error message
by Joseph Thomas 26 Aug '10

26 Aug '10

---------- Forwarded message ---------- From: Joseph Thomas <jthomas(a)suyati.com> Date: Thu, Aug 26, 2010 at 3:35 PM Subject: Re: [otrs] Regarding OTRS support to windows 2003 and 2008 To: otrs(a)otrs.org Dear team, i can't install OTRS on windows server 2008 32 bit. there is an error message" HTTP Error 404.0 - Not Found".pls help me immediatly. here im attaching the print screen of what i get after installation... pls reply soon

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Custom TicketMenu Module for custom link in ticket zoom
by Alessio Tosi 26 Aug '10

26 Aug '10

I'm trying to create a custome Ticket Menu module that open another web application passing ticket information: TicketID and Ticket Number I've created a new module in /Output/HML TicketModuleChiamate.pm as mentioned in http://doc.otrs.org/developer/2.2/en/html/x533.html#ticket-module-menu with declaration of the package package Kernel::Output::HTML::TicketMenuChiamate; and registered the module in Config.pm # for ticket recording menu $Self->{'Ticket::Frontend::MenuModule'}->{'900-Chiamate'} = { 'Action' => 'AgentTicketChiamate', 'Module' => 'Kernel::Output::HTML::TicketMenuChiamate', 'Name' => 'Chiamate' }; What I'd like to do is open a new web page with an url I've changed the code to do $Self->{LayoutObject}->Block( Name => 'MenuItem', Data => { %{$Param{Config}}, %Param, Name => 'Chiamate', Description => 'Apri una chiamata Supporto!', Link => 'http://chiamate.osi.lan/default.aspx?&TicketID=$QData{"TicketID"}&TicketN umber=$QData{"TicketNumber"}', }, ); but when I click on the link I'm redirected to http://otrsDNSname/otrs/index.pl?http://chiamate.osi.lan/default.aspx?&Tic ketID=545803&TicketNumber=2063589 Is it possible to ignore the base url that is put at the beginning of the url Ciao AleX

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Regarding OTRS support to windows 2003 and 2008
by Joseph Thomas 26 Aug '10

26 Aug '10

Dear team, 1. pls help me to find whether otr s can be use with 64 bit windows server 2003? 2. if i installed OTRS in my server 2003 and integrated with the Active Directory,is it possible to upgrade my server to 2008? pls reply soon....... im waiting for the response.

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Re: [otrs] Lock/Unlock parameter in Search form
by Steve Durbin 26 Aug '10

26 Aug '10

Laurent, I've uploaded a patch http://bugs.otrs.org/attachment.cgi?id=1044 that we are using here to provide the required functionality; not regression tested or otherwise warrantied. Patch is for OTRS-2.4.7 with ITSM, so if you're not using this version you'll have to manually apply it. 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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