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Problem when creating new Stats
by Hugo Ferreira 18 Aug '10

18 Aug '10

Hello I've OTRS 2.4.7 with ITSM modules in it. It's running under a MS Win2k3. Everything's working smooth, been configuring ITSM Classes with no problem, except this one: I can run any predefined Stats but when I try to create a new one, the browser shows me the 500 Internal Server Error error. Looking at the error.log from apache i get: [Wed Aug 18 09:52:08 2010] [error] ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Wed Aug 18 09:52:08 2010, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] , referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Message: Module Kernel/System/ITSMConfigItem/XML/Type/User.pm not found!, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] , referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Traceback (2332): , referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::ITSMConfigItem::XML::_LoadXMLTypeBackend (v1.17) Line: 560, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::ITSMConfigItem::XML::XMLStatsAttributeCreate (v1.17) Line: 93, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::Stats::Dynamic::ITSMConfigItem::_XMLAttributeAdd (v1.4) Line: 197, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::Stats::Dynamic::ITSMConfigItem::GetObjectAttributes (v1.4) Line: 158, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::Stats::GetStatsObjectAttributes (v1.3.2.2) Line: 2111, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::Stats::StatsGet (v1.3.2.2) Line: 262, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::Stats::GetStaticFiles (v1.3.2.2) Line: 2165, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::Modules::AgentStats::Run (v1.74.2.2) Line: 1138, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: D:/OTRS/OTRS/bin/cgi-bin/ index.pl (v1.88) Line: 48, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] , referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… Any ideas of that could cause the problem? Regards -- Hugo Ferreira

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roles stats
by Iyad Al-Hindi 17 Aug '10

17 Aug '10

Hi all we recently installed OTRS and I am unable to find any category or item in the STATS section that measure ROLES. I would appreciate any feedback. thanks Iyad

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Spell Checker Don't Work
by Sebastien Bory 17 Aug '10

17 Aug '10

Dear List I install OTRS 2.4.7 in French on Windows 2003 Server I can configure spell Checker with ASpell and I have my languages (français) in the agent preference option But when I create a ticket (view phone) and I click on the abc icon the pop appears but not find any spelling error I dont understand why Somebody could explain me. Thanks Sebastien Bory

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Some questions!!
by Jober Mijares 17 Aug '10

17 Aug '10

Good mornig What's means? pending auto close+ pending auto close- And how can i use the link PENDING in the ticket Thanks

3 2

Sending answere to customer
by Jean BROW 17 Aug '10

17 Aug '10

Hi, When we sending answere to customer we often copy information from our CRM system. the problem is the HTML felt in OTRS when we copy/paste. How can I get "OTRS" like the old days? Only plain text?

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Corporative Use
by Esteban Abete 17 Aug '10

17 Aug '10

Hi, I need to know if the use of this tool is restricted in some way to corporative usage. Thanks in advance -- Atte. Esteban Abete

2 2

Header with IP-information of sender
by Jean BROW 17 Aug '10

17 Aug '10

How do I display the header of the e-mail (I need senders IP-address)

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Привет!
by Ruslan 16 Aug '10

16 Aug '10

Привет! Как дела? -- With best regards, Ruslan

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Customized theme questions
by niklas.johansson＠knowit.se 16 Aug '10

16 Aug '10

Hello, I am working with creating my own theme in order to get the Customer Web customized according to some requirements. It's the "New Ticket" I am working on. I have managed to get it working actually, the customer can see the customized web page I have created. Now, the problem I am having is that I don't know what files I should edit in order to get the desired result. I know I need to tweek quite a bit in order to get the desired look of my page. I want to hide some fields and that I can do. But when I hide the "To" field and the customer choses "Type", the "Service" drop down list becomes empty. It seems to be depending on some actual value in the "To"-field. Actually, the same happens if the customer chooses the actual service. Now, I assume that this is client-code, but I cannot find the actual code that react on selections of the drop down boxes. I assume there must be some "OnChange" function that I should find. Where can I find the files that do these kind of things, and preferable what file and which method to change? Also, when I have hidden the fields I want to hide, I need to set those values myself in some client side script. My plan is to do that in the "CustomerTickeMessage.dtl" file. Any comment on this would be appreciated. Thanks in advance! Regards, Niklas

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TicketAccountedTime stats
by Alejandra Piedra 16 Aug '10

16 Aug '10

Hello everyone! I'm trying to configure a stat using the TicketAccountedTime object, but all I get are zeros when trying to use the Evaluation by attribute. Is there something special that I have to use or configure? Thanks and regards María Alejandra Piedra

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