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Lock status of ticket in dashboard
by Steve Clark 02 Jul '10

02 Jul '10

Hello, Is there a way to indicate a ticket is locked in the dashboard view? Or tell if a ticket is locked? -- Stephen Clark NetWolves Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com www.netwolves.com

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Re: [otrs] otrs Digest, Vol 21, Issue 48
by Ruslan Gavinov 02 Jul '10

02 Jul '10

Hi! Anu clues? > Hi everyone! > > I need all escalation tickets to be shown above the queue. See > attachment bellow. > How can I do it? -- With best regards, Ruslan Gavinov

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System logs
by Phillip Lynn 02 Jul '10

02 Jul '10

Good Afternoon, I was checking the System Logs and found errors. Is there any place where I can find what caused the errors? I am attaching a couple of examples. Thu Jul 1 08:29:17 2010 error OTRS-CGI-10 Need ResponseID! Wed Jun 30 15:59:48 2010 error OTRS-CGI-10 Need ArticleID! I have started using OTRS and not sure where everything is located. Thank You Phillip Lynn -- Phillip Lynn Software Engineer II NetWolves Phone:813-579-3214 Fax:813-882-0209 Email: phillip.lynn(a)netwolves.com www.netwolves.com

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URL insertion not working with firefox and Chrome
by Alejandra Piedra 02 Jul '10

02 Jul '10

Good morning to you all! Currently I'm using the latest installation of OTRS, so I'm getting every juice out of the WYSIWYG rich text editor. With that being said, I'm using the URL insertion to add some file locations instead of attaching them. The thing is that when I try to execute them with Firefox or Google Chrome I get the following error. Not Found The requested URL /otrs/\\server\file location. The funny and ironic thing is that with Internet Explorer it works like a charm. So I'm assuming it's and explorer issue, but wanted to know if anyone found the way to fix it?. Cheers! María Alejandra Piedra Unidad de Informática y Sistemas de Información IICA (506) 2216-0171 Alejandra.Piedra(a)iica.int<mailto:Alejandra.Piedra@iica.int>

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otrs 2.4.7
by Steve Clark 02 Jul '10

02 Jul '10

For english speakers the following is incorrect: Config/Files/DashboardTicketCreate.xml: <Item Key="Description">Click eighter Phone- or Email-Ticket!</Item> Config/Files/ZZZAAuto.pm: 'Description' => 'Click eighter Phone- or Email-Ticket!', It should be "either". -- Stephen Clark NetWolves Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com www.netwolves.com

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alpha 3 availability
by marekhall＠poczta.onet.pl 02 Jul '10

02 Jul '10

Hi, I just saw very impressive demo of OTRS 3 available on otrs.org main page. They mention there about availability of alpha 3 on cvs. I went there, but the last branch is 2.5. Have you tried to get alpha 3? Maybe I missed something or it is not yet shared? Thanks in advance for your help Marek

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trouble on migration from 2.4.5 to 2.4.7
by Leonardo Certuche 02 Jul '10

02 Jul '10

Hi there, Last night we migrated our production server from 2.4.5 to 2.4.7. Since both are 2.4.* we didn't run any DBUpdate-to-2.4-post* script, just installed 2.4.7 on a fresh server (opensuse 11.2), moved the database from the old one (opensuse 10.3), moved all customizations and started the new server. Everything seemed fine at first but today we're facing two issues: 1. Special characters from spanish like ñ, á, é, í, ó, ú are not correctly shown on the front end. For instance there is a queue called Campañas which looks perfect on phpmyadmin but it's shown on the front end as CampaÃ±as. Charset on the database remains the same of the old server (utf8_general_ci) while DefaultCharset on sysconfig was iso-8859-1. I've changed it to variations such as iso-8859-15 (which appears as the a_content_type of most articles) but still no luck :( 2. We're getting the following error randomly when trying to create new tickets: Error: Can't get ArticleID from INSERT! I was googling about this error but there are only old entries like this: http://bugs.otrs.org/show_bug.cgi?id=319 Thanks in advance for any help. Leonardo Certuche www.itconsultores.com.co

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Agent last Login timestamp?
by Amit Sharma 02 Jul '10

02 Jul '10

Hi, Is there any way to find agent last login timestamp? regards, amit OTRS 2.4.7

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how to deal with messages at /opt/otrs/var/spool
by Leonardo Certuche 01 Jul '10

01 Jul '10

Hello, After moving to a new server, several messages got stucked at /opt/otrs/var/spool. Is there any way to force OTRS to reprocess them? Thanks, Leonardo Certuche www.itconsultores.com.co

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ITSM Change management and workorder
by Sebastien Bory 01 Jul '10

01 Jul '10

Dear lists, I try to work with change management and Work orders, i understand to change the status off Change is due by condition and work Order, But when I create a WO, the CAB or the WO agent open it (click on Report) and they just have 3 state (Accepted, Ready Or Cancel) why I cant see the other state (in progress, fermé, ..)? Thanks Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com Description : Description : cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

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