- otrs - OTRS mailing lists

Stats showing weird symbols
by Alejandra Piedra 05 Aug '10

05 Aug '10

Hey there! I'm having some problems with a stat, basically is showing weird symbols were there should be an accent. My users use Spanish as a language so, a lot of words have accents. Thanks and regards María Alejandra Piedra

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Exporting some tickets from one OTRS server to another
by Amit Sharma 05 Aug '10

05 Aug '10

Hi, I have two servers of OTRS running in my office. I would like to export tickets of some queues from Server 1 and import into Server 2. Both are running version 2.4.7 on Linux. Is it possible? How? regards, amit

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Customer's response becomes a new ticket
by Ruslan 05 Aug '10

05 Aug '10

Hi! OTRS 2.4.7. became to treat the customer's response as a new ticket. It happens when the customer replies without changing the ticket subject. Any help would be appreciated. Thanks you. -- With best regards, Ruslan

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changing the email address of ticket notifications
by Gregory Heffron 05 Aug '10

05 Aug '10

I've set up a gmail account for receiving and sending tickets to our OTRS system. But ticket notifications to agents get sent out from another address -- the default otrs(a)shambhala.org address. Email from our server gets marked as spam a lot (our server team are volunteers, and have no time to deal with spam issues), so ticket notifications are being marked as spam, or are delayed in delivery. Is there any way to change the email address that ticket notifications come from? I looked around in the Admin section and also in the Admin manual, but couldn't find any info. Best, Greg

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Stop Processing requests that have multiple adddresses
by Marretta, Rosanna 05 Aug '10

05 Aug '10

Hi All, Is there a way to stop requests coming into OTRS when there are multiple address in the To, CC or Bcc fields please? Thank you. Rosanna

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LDAP
by Marretta, Rosanna 05 Aug '10

05 Aug '10

Hi All, Is anybody able to tell me if there is LDAP support in OTRS. When forwarding a call, it would be nice to select from our Active Directory rather than having to type out the whole email address. Many thanks, Rosanna

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Scheduled CI export
by Ruslan 05 Aug '10

05 Aug '10

Hello every one. At last! in our It department we implemented the way to export and keep an actualized information about our AD computers. The way is - Using Group policies, gather information about computer names and hardware with Everest software and copy it to *csv files. (Every time after Group policies processed - we have actual information about Computers) Next step is Running script to compile "Export.csv" file with information about AD computers And Last step - Import this information into OTRS. So now we thinking about the way how to make Import process run automatically. May some one have an idea about it?

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how to disable Agent::LockTimeout notifications?
by Leonardo Certuche 04 Aug '10

04 Aug '10

Hello there, The organization we're currently deploying OTRS on, is not interested in using the lock timeout feature. In order to avoid it, we setup every queue with Unlock timeout=0 (it says *0 = no unlock*) but Agents keep getting Agent::LockTimeout notifications. How can we avoid it? Is there any way to disable some of the notifications defined at /otrs/ index.pl?Action=AdminNotification ? Thanks in advance for your help, Leonardo Certuche www.itconsultores.com.co

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xml references in every ticket?
by Fürtbauer Wolfgang 04 Aug '10

04 Aug '10

Dear all, I'm facing strange behaviour when creating new tickets via mail: The body if the ticket begins with: http://www.w3.org/TR/REC-html40" .. can anybody help please? Wolfgang Wolfgang Fürtbauer Leitung IT ASAMER Holding AG Unterthalham Strasse 2 4694 Ohlsdorf AUSTRIA tel +43 50 799 - 2500 fax +43 7612 799 - 9526 mobile +43 664 8332326 w.fuertbauer(a)asamer.at www.asamer.at This message is confidential. It may not be disclosed to, or used by, anyone other than the addressee. If you receive this message by mistake, please advise the sender.

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Three issues upgrading 2.4.7 to 3.0b
by Paul Taylor 03 Aug '10

03 Aug '10

Not sure if two of three issues impacted by install but wanted to post what happened to be complete. During upgrade step 8) Apply the database changes (part 1/2) I received two error messages. ***** Step 8 ***** [root@orca otrs]# cat scripts/DBUpdate-to-3.0.mysql.sql | mysql -p -f -u root otrs Enter password: ERROR 1061 (42000) at line 12: Duplicate key name 'ticket_until_time' ERROR 1101 (42000) at line 343: BLOB/TEXT column 'content_type' can't have a default value [root@orca otrs]# ***** Error 1061 steps: ***** mysql> alter table ticket -> drop index ticket_until_time; Query OK, 121 rows affected (0.01 sec) Records: 121 Duplicates: 0 Warnings: 0 mysql> CREATE INDEX ticket_until_time ON ticket (until_time); Query OK, 121 rows affected (0.02 sec) Records: 121 Duplicates: 0 Warnings: 0 ***** Error 1101 steps ***** Found this reference on mysql bug didn't know what to do next...any ideas? http://bugs.mysql.com/bug.php?id=19498 ***** Final known error ***** Posted pics and details http://forums.otrs.org/viewtopic.php?f=63&t=5512 I am unable to log in with customer users. Agent users appear to be working fine. When I attempt login with customer user I get a cute little picture saying "Panic! No UserData!!!" Don't know to do about this error someone suggested bug but I wanted to pass on to community first.

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