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Re: [otrs] otrs Digest, Vol 22, Issue 37
by Pradumna Maheshwari 16 Jul '10

16 Jul '10

Hi Alexander, Thanks a lot. What is ACLs? I updated the Queue name in Sysconfig also @ http://170.205.219.130/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&S… but its not working... After changing the queue name, in Customer interface I can see the updated name if any ticket has been previously raised on that queue. There updated queue name use to come. But while raising new ticket, the modified queue get disappear. Where I need to modify queue name more? 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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Remove system Email from CC field when answering a ticket
by TanaT 16 Jul '10

16 Jul '10

Hi, It looks stupid, but I tried many settings without success... If a customer send a message to my OTRS system : otrs(a)mycompany.fr (fetched via POP3) When I use a template to reply to it, the system fills CC with otrs(a)mycompany.fr I'd rather my users not to have to remove it manually... How to leave it blank ? (I tried both "yes" and "no" settings in Frontend::Agent::Ticket::ViewCompose -> Ticket::Frontend::ComposeReplaceSenderAddress -> Ticket::Frontend::ComposeExcludeCcRecipients and other things... ) Thanks for reading. Have a good day. TanaT

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Modifying Queue name, not reflecting
by Pradumna Maheshwari 16 Jul '10

16 Jul '10

Hello All, I am facing a problem that after modifying the queue name from 'Queue' link, that queue get disappear from Customer interface while raising new ticket. what to do? 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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SOAP problem
by Sándor Fehér 15 Jul '10

15 Jul '10

Hi, I would like to create tickets and articles via OTRS SOAP interface. This is what I have done so far. - added SOAP user and pass at OTRS Administrator menu (Framework-Core::SOAP) - installed SOAP::Lite Perl package - ran otrs.checkModules it looks fine. - ran rpc-example.pl with the appropriate params (url, user, pass). The last point always fail with the following: (I added trace=>'all' to see what's wrong with it) Apache's error log says nothing nor otrs log as well. So I really appreciate any idea where should I continue debugging. Thank you in advance! rbs:/opt/otrs/scripts# ./rpc-example.pl Subroutine LWP::UserAgent::redirect_ok redefined at /usr/local/share/perl/5.8.8/SOAP/Transport/HTTP.pm line 44. Subroutine LWP::Protocol::collect redefined at /usr/local/share/perl/5.8.8/SOAP/Transport/HTTP.pm line 65. Subroutine SOAP::Trace::transport redefined at /usr/local/share/perl/5.8.8/SOAP/Lite.pm line 2905. Subroutine SOAP::Trace::dispatch redefined at /usr/local/share/perl/5.8.8/SOAP/Lite.pm line 2905. Subroutine SOAP::Trace::result redefined at /usr/local/share/perl/5.8.8/SOAP/Lite.pm line 2905. Subroutine SOAP::Trace::parameters redefined at /usr/local/share/perl/5.8.8/SOAP/Lite.pm line 2905. Subroutine SOAP::Trace::headers redefined at /usr/local/share/perl/5.8.8/SOAP/Lite.pm line 2905. Subroutine SOAP::Trace::objects redefined at /usr/local/share/perl/5.8.8/SOAP/Lite.pm line 2905. Subroutine SOAP::Trace::method redefined at /usr/local/share/perl/5.8.8/SOAP/Lite.pm line 2905. Subroutine SOAP::Trace::fault redefined at /usr/local/share/perl/5.8.8/SOAP/Lite.pm line 2905. Subroutine SOAP::Trace::freeform redefined at /usr/local/share/perl/5.8.8/SOAP/Lite.pm line 2905. Subroutine SOAP::Trace::trace redefined at /usr/local/share/perl/5.8.8/SOAP/Lite.pm line 2905. Subroutine SOAP::Trace::debug redefined at /usr/local/share/perl/5.8.8/SOAP/Lite.pm line 2905. SOAP::Lite::call: () SOAP::Serializer::envelope: () SOAP::Serializer::envelope: new SOAP::Data::new: () SOAP::Data::new: () SOAP::Data::new: () SOAP::Data::new: () SOAP::Transport::HTTP::Client::send_receive: HTTP::Request=HASH(0x84fec2c) SOAP::Transport::HTTP::Client::send_receive: POST http://192.168.1.10/otrs/rpc.pl HTTP/1.1 Accept: text/xml Accept: multipart/* Accept: application/soap Content-Length: 403 Content-Type: text/xml; charset=utf-8 SOAPAction: "/Core#new" <?xml version="1.0" encoding="UTF-8"?><soap:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:soapenc="http://schemas.xmlsoap.org/soap/encoding/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" soap:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/"><soap:Body><new xmlns="/Core" xsi:nil="true" /></soap:Body></soap:Envelope> SOAP::Transport::HTTP::Client::send_receive: HTTP::Response=HASH(0x88889c0) SOAP::Transport::HTTP::Client::send_receive: HTTP/1.1 500 Internal Server Error Connection: close Date: Wed, 14 Jul 2010 13:43:50 GMT Server: Apache/2.2.3 (Debian) PHP/5.2.0-8+etch11 mod_perl/2.0.2 Perl/v5.8.8 Content-Length: 603 Content-Type: text/xml; charset=utf-8 Client-Date: Wed, 14 Jul 2010 13:43:50 GMT Client-Peer: 192.168.1.10:80 Client-Response-Num: 1 SOAPServer: SOAP::Lite/Perl/0.712 -- Üdvözlettel/Kind Regards, Fehér Sándor ...Fehér Sándor... --- ....Sandor Feher.... fejlesztési vezető --- development manager Blue System Kft. --- Blue System Ltd. .......................................................................................... http://www.bluesystem.hu : http://www.adatmegorzo.hu : http://www.bluehosting.hu .......................................................................................... Kérem gondoljon a környezetre mielőtt kinyomtatná ezt az e-mailt vagy bármely csatolmányát. Please consider the environment before printing this e-mail and any associated attachments.

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define different ticket state for different ticket types
by e c 15 Jul '10

15 Jul '10

Hi all, I need to have more types of ticket "states" for different ticket types. Is this possible and how can i configure this? thanks, Ed.

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upgrade issues from 2.2.x to 2.4.x
by Isaac Gonzalez 15 Jul '10

15 Jul '10

Upgrading from 2.2.x to 2.4.x(cent os 5, mysql 4.1.18) I ran into some errors during the db upgrade for mysql for 2.2 to 2.3 The first error was on line 4 for the statement ALTER TABLE sla DROP FOREIGN KEY FK_sla_service_id_id; Gave the "error of rename of dbname\sla to #sql2-25000-b" And then every alter statement below that tried to add a constraint also gave back an error cannot create table \dbname\#sql - 2500_b.frm....can I just safely ignore this?...i have rolled everything back to how it was with 2.2, but would love to complete the upgrade process.... ALTER TABLE ticket_watcher ADD CONSTRAINT FK_ticket_watcher_ticket_id_id FOREIGN KEY (ticket_id) REFERENCES ticket (id); ALTER TABLE ticket_watcher ADD CONSTRAINT FK_ticket_watcher_user_id_id FOREIGN KEY (user_id) REFERENCES users (id); ALTER TABLE ticket_watcher ADD CONSTRAINT FK_ticket_watcher_create_by_id FOREIGN KEY (create_by) REFERENCES users (id); ALTER TABLE ticket_watcher ADD CONSTRAINT FK_ticket_watcher_change_by_id FOREIGN KEY (change_by) REFERENCES users (id); ALTER TABLE queue_preferences ADD CONSTRAINT FK_queue_preferences_queue_id_id FOREIGN KEY (queue_id) REFERENCES queue (id); ALTER TABLE service_sla ADD CONSTRAINT FK_service_sla_service_id_id FOREIGN KEY (service_id) REFERENCES service (id); ALTER TABLE service_sla ADD CONSTRAINT FK_service_sla_sla_id_id FOREIGN KEY (sla_id) REFERENCES sla (id); ALTER TABLE link_type ADD CONSTRAINT FK_link_type_create_by_id FOREIGN KEY (create_by) REFERENCES users (id); ALTER TABLE link_type ADD CONSTRAINT FK_link_type_change_by_id FOREIGN KEY (change_by) REFERENCES users (id); ALTER TABLE link_type ADD CONSTRAINT FK_link_type_valid_id_id FOREIGN KEY (valid_id) REFERENCES valid (id); ALTER TABLE link_state ADD CONSTRAINT FK_link_state_create_by_id FOREIGN KEY (create_by) REFERENCES users (id); ALTER TABLE link_state ADD CONSTRAINT FK_link_state_change_by_id FOREIGN KEY (change_by) REFERENCES users (id); ALTER TABLE link_state ADD CONSTRAINT FK_link_state_valid_id_id FOREIGN KEY (valid_id) REFERENCES valid (id); ALTER TABLE link_relation ADD CONSTRAINT FK_link_relation_source_object_id_id FOREIGN KEY (source_object_id) REFERENCES link_object (id); ALTER TABLE link_relation ADD CONSTRAINT FK_link_relation_target_object_id_id FOREIGN KEY (target_object_id) REFERENCES link_object (id); ALTER TABLE link_relation ADD CONSTRAINT FK_link_relation_state_id_id FOREIGN KEY (state_id) REFERENCES link_state (id); ALTER TABLE link_relation ADD CONSTRAINT FK_link_relation_type_id_id FOREIGN KEY (type_id) REFERENCES link_type (id); ALTER TABLE link_relation ADD CONSTRAINT FK_link_relation_create_by_id FOREIGN KEY (create_by) REFERENCES users (id); ALTER TABLE article_search ADD CONSTRAINT FK_article_search_article_sender_type_id_id FOREIGN KEY (article_sender_type_id) REFERENCES article_sender_type (id); ALTER TABLE article_search ADD CONSTRAINT FK_article_search_article_type_id_id FOREIGN KEY (article_type_id) REFERENCES article_type (id); ALTER TABLE article_search ADD CONSTRAINT FK_article_search_ticket_id_id FOREIGN KEY (ticket_id) REFERENCES ticket (id);

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how to limit by hour not only by date
by Karlos Jelez 13 Jul '10

13 Jul '10

Hi, Is there a way to limit by hour not only by date, the reports in Stat module? Thanks Karlos

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Customer users closing tickets for their company?
by Jason B. Loven 13 Jul '10

13 Jul '10

Is it possible to allow customer users to close tickets for their entire company? It appears that the users can only modify tickets that they own. We have a customer that wants to be able to work on and potentially close tickets that they create. In a sense they would be an agent but limited to a specific customer code. Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)caisoft.com<mailto:jloven@caisoft.com> Web: http://www.caisoft.com/<blocked::http://www.cainetserv.com/>

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Blackberry Theme
by Travis Simmons 13 Jul '10

13 Jul '10

Hey List, Does anyone have a Theme that works good on Blackberry's and willing to share? Thanks

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Complete Error Log (Please Help)
by Ekram 13 Jul '10

13 Jul '10

hi, I mail several times reagrading upgrade issue. I am facing a problem while upgrading from 2.04 version to 2.47. I followed every steps its upgraded nicely but there is a very big problem encountered. The image will tell the story. I got the following syslog while selecting any ticket. *J**Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::TicketAccountedTimeGet][Line:6414]: ERROR: relation "time_accounting" does not exist, SQL:* 'SELECT time_unit FROM time_accounting WHERE ticket_id = ?' Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::User::GetUserData][Line:144]: Need User or UserID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::LockIsTicketLocked][Line:4864]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::LockIsTicketLocked][Line:4864]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::LockIsTicketLocked][Line:4864]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::LockIsTicketLocked][Line:4864]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Could you help me.Please let me know. -Ekram

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