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Pending date field in new ticket when Core::Time TimeInputFormat == "Input"
by Hugh Kelley 24 Aug '10

24 Aug '10

When I switch my Core::Time TimeInputFormat setting to Input (from the default of Option), I get the following text in the new ticket view where the option list used to be. class="Validate_DateMonth " /class="Validate_DateDay Validate_DateYear_Year Validate_DateMonth_Month " /class="Validate_DateYear " - class="Validate_DateHour " :class="Validate_DateMinute " Has anybody else seen this? Do I need to implement this validation myself? The docs (http://doc.otrs.org/3.0/en/html/a3391.html#Framework:Core::Time) make no mention of any additional steps. Hugh

3 2

Upgrading from OTRS 3.0 Beta1->Beta 2
by Hugh Kelley 24 Aug '10

24 Aug '10

I have started the upgrade process for my Beta 1 system (built originally on that version). When I access the app I now get this prompt on each page: Namespace Core.Form.Validation could not be initialized, because Core.UI.Dialog could not be found. I don't see any hints in the log files. Has anyone else experienced this? Hugh

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Customer Map
by Mikola Rose 24 Aug '10

24 Aug '10

On the new features video, there is a dashboard item called customer map. Is this a module that needs to be installed? Mik Rose

5 8

tickets created on behalf of end user
by Marek Hall 24 Aug '10

24 Aug '10

Hola! I'm not quite sure if this is a matter of configuration or is it the way that OTRS works. Would someone please help me to understand or fix this issue: - when an agent created a ticket on behalf of end user (by an option " phone ticket") ticket is available only for support teams, but user cannot see it when logged to customer interface. Any help very appreciated Regards mh

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SLA's: notification via e-mail
by abrenes＠spcinternacional.com 24 Aug '10

24 Aug '10

Hi expert's I was configuring SLA's under my OTRS, everything work fine, but I see that the notification when the SLAs time is over only appear under the agent console. This notifications can be send via email to a supervisor or manager? Regards, André

2 1

Error adding customer to Phone Ticket
by Hugh Kelley 23 Aug '10

23 Aug '10

I have tried this on both DB and LDAP customer backends, I get the same result on both. Two questions, 1. Am I using the agent front end the right way? 2. What logs can I generate or examine for more data? The use case is: 1. Create a new phone ticket. 2. Click the Options: [ Customer ] link. Enter search criteria, select a customer, etc. 3. At this point the window closes and I assume the customer info will be filled into the ticket. Instead, I get the following (and attached) error as (pretty, but vague) modal dialog: Error One or more errors occured! I don't see anything in the Perl or OTRS logs to indicate an error. Debug level is set to 1 in index.pl. Are there any other places to look? Other details: - Tested browsers: IE and FF - Server OS, Windows 2008 and 7 - ActivePerl - SQL Server Hugh

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ticketID problem
by DM_Julio Angulo 23 Aug '10

23 Aug '10

hello, I have a problem creating tickets from customer.pl I get this error: (error)-------------------------------------------------- Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Mon Aug 23 11:06:15 2010 Message: Need TicketID! Traceback (1332): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.232.2.1) Line: 112 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.47) Line: 371 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 852 Module: C:/OTRS/OTRS/bin/cgi-bin/customer.pl (v1.42) Line: 48 (/error)-------------------------------------------------- logs and see this (logs)-------------------------------------------------- [Mon Aug 23 11:04:26 2010][Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: dm_jangulo authentication ok (REMOTE_ADDR: 172.10.10.21). [Mon Aug 23 11:06:15 2010][Error][Kernel::System::State::StateGet][222] State 'new' not found! [Mon Aug 23 11:06:15 2010][Error][Kernel::System::Ticket::TicketCreate][374] No StateID for 'new'! [Mon Aug 23 11:06:15 2010][Error][Kernel::System::Ticket::Article::ArticleCreate][112] Need TicketID! (/logs)-------------------------------------------------- but check sysconfig new ticket is valid, any idea? thank you very much Julio Cesar Angulo Quiroz Technical Support Infraestructure & Operations Equifax Zorzales 160, piso 9 San Isidro, Lima - Perú

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Error adding customer to Phone Ticket
by Hugh Kelley 22 Aug '10

22 Aug '10

Thanks, Nils, Are you saying that Beta 2 has been released? If so, I can't find the link. Perhaps you could point me in the right direction. If Beta 2 hasn't been released, has this fix been checked in? What module is it in? I checked the bug list but didn't see this one. Hugh

1 0

Weird behavior with one user
by Allen, Geoff 22 Aug '10

22 Aug '10

I have one user who is experiencing some weird behavior. Any time he tries to go to the Dashboard, he gets the login screen with a message that his session has timed out. All other modules (Ticket, FAQ, etc) are fine. It is, however, 100% repeatable that clicking on Dashboard will take him to the login screen. If he re-authenticates, he can see the Dashboard fine, but if he clicks again on "Dashboard" (or goes away and tries to come back), he'll get the login screen. The system log just shows a bunch of authentications for him (all successful). No other messages about him or his sessions. I had him try logging out to clear any session data and then log back in, but the behavior persisted. As far as I know, he is the only user seeing this behavior. Any thoughts on where to look? Thanks, Geoff

3 2

OTRS Installation
by Sebastien Bory 22 Aug '10

22 Aug '10

Dear user list I want to manually install OTRS 2.4.7 on a windows server 2003 R2 with Perl, IIS and MySQL. I can install Perl module, I install MySQL and create the OTRS databases with the script. I have just a question: I need to create an MySQL user "IUSR" with all access on the OTRS database, or not necessary? Best Regards Sebastien Bory

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