- otrs - OTRS mailing lists

Reg differentiating tickets
by Paul Joseph Betha 25 Aug '16

25 Aug '16

Hello List, I'm new to OTRS. This is my question: If my company say 'X' has sold two products(P1, P2) to another company say 'Y'. Now if we are giving support to them and tickets are being raised how can I differentiate that a certain ticket belongs to one product not the other. Say if a ticket has been associated with the problem of login authentication. How can I differentiate whether the ticket belongs to P1 or P2 .since both have the same customer name Y

3 2

OTRS Daemon Frequent Error
by Dimitrakakis Georgios 25 Aug '16

25 Aug '16

Hi! I am trying to set and test the free (initially) OTRS version for our organization but when the otrs.Daemon.pl starts I am getting the following error: [TIMESTAMP] otrs.Daemon.pl: "\x{2122}" does not map to ascii at /opt/otrs/Kernel/System/Console/BaseCommand.pm line 610. At the same time an e-mail alert is triggered and getting the same info as an e-mail from "OTRS Notifications" and subject "OTRS Scheduler Daemon Cron: OTRSBusinessAvailabilityCheck". Since the otrs.Daemon.pl does the check recursively is very annoying to receive frequently and over and over again the same e-mail alert. Does anyone know how to solve it? Looking forward for your suggestions. Best regards, George Dimitrakakis ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

3 4

Article marking even if the agent is not the owner
by Tobias Terhaar 23 Aug '16

23 Aug '16

Hi everybody, We are using article marking on the following way: - An agent is working on a ticket and has to change the owner to another agent because of a lack on known how. The agent cannot know if the ticket will be reassigned to himself but there is still a task to do, if the ticket comes back from the specialist. - The agent will therefore mark the article where the task is noted, to signalize other agents that there is still something to do. The problem is, that only the owner can mark articles as important. Is there a sysconfig setting that allows every agent to mark articles, even if they aren't the owner? Thanks for every tips, Kind regards, Tobias Terhaar

1 0

Different URL, logo and name for different customers
by Paul Joseph Betha 23 Aug '16

23 Aug '16

Hi list, I'm new to OTRS. Presently I'm using otrs5. this is my question. If I have three companies as customers to various of my products. How can I have a different customer.pl page for each one of them. Such that a customer user wants to post a ticket He accesses a unique URL and the page which is displayed to him has his company logo and company name. How can I achieve this?

2 1

custom cookie based Frontend::Customer::Auth authentication
by System Administrator 21 Aug '16

21 Aug '16

Hi, In our environment we use Cookies for single sign on. And we have Perl code that extracts the username from the cookie and authenticates the user by checking the signature embedded in the cookie. How can such a cookie based custom SSO work with OTRS? I am not sure if the following starting points would work and what other ways there may be. 1) Is this possible?: set Framework - Frontend::Customer::Auth to "HTTPBasicAuth" and modify Kernel/System/CustomerAuth/HTTPBasicAuth.pm to read the SSO Cookie and set my $User = ... based on the result? How would I obtain the cookie in HTTPBasicAuth.pm ? 2) Or this? : Also set HTTPBasicAuth in OTRS and process the cookie separately in Apache and set REMOTE_USER =making it look like Basic Authentication for OTRS. If yes, how can this be done? Thank you in advance for any tips

2 2

KIX4OTRS Save as Draft function
by Василий Труфанов 20 Aug '16

20 Aug '16

Hello! After creating a new ticket with the Russian letters, and clicking on "Save as Draft" (KIX1.png), a new ticket is opened with the question marks instead of Russian letters (KIX2.png) How to make a normal display of Russian letters? Thanks!

1 0

KIX4OTRS problem.
by Василий Труфанов 20 Aug '16

20 Aug '16

Hello i test KIX4OTRS with Russian language. And i have a error: [Sat Aug 20 21:58:40.220048 2016] [:error] [pid 21482] Wide character in subroutine entry at /opt/otrs/KIX4OTRS/Kernel/Output/HTML/LayoutKIX4OTRS.pm line 1005.\n When i comment the line 1005 it's work fine but i have this in log: [Sat Aug 20 22:03:19 2016] -e: Use of uninitialized value $Param{"NotifyID"} in concatenation (.) or string at /opt/otrs/KIX4OTRS/Kernel/Output/HTML/LayoutKIX4OTRS.pm line 1006. [Sat Aug 20 22:03:39 2016] -e: Use of uninitialized value $Param{"NotifyID"} in concatenation (.) or string at /opt/otrs/KIX4OTRS/Kernel/Output/HTML/LayoutKIX4OTRS.pm line 1006. [Sat Aug 20 22:03:39 2016] -e: Use of uninitialized value $Param{"NotifyID"} in concatenation (.) or string at /opt/otrs/KIX4OTRS/Kernel/Output/HTML/LayoutKIX4OTRS.pm line 1006. [Sat Aug 20 22:03:53 2016] -e: Use of uninitialized value $Param{"NotifyID"} in concatenation (.) or string at /opt/otrs/KIX4OTRS/Kernel/Output/HTML/LayoutKIX4OTRS.pm line 1006. Problem in KIX4OTRS v7.1.8 and 8.0.6 Thanks!

1 0

Re: [otrs] E-Mail-Ticket-Template -> "To"-Field and CC / BCC
by Julius Haake 18 Aug '16

18 Aug '16

Dear Gerald, it works like a charm, the value-counter needs to be the number of CC-Fields I want to fill. So if I have 4 CC-Users, value="" logically needs to be 4. Thank you for your time and help! Problem solved BR Julius

1 0

Empty “From” in agent notification mail
by Martin Merfort 18 Aug '16

18 Aug '16

Hello Everyone, I am currently facing the problem that new ticket notifications are sent with an empty from field: Here is a snippet from the maillog: Aug 16 14:02:35 <hostname> postfix/pickup[24168]: 37B8B3E0049: uid=48 from=<> Aug 16 14:02:35 <hostname> postfix/cleanup[26582]: 37B8B3E0049: message-id=<redacted> Aug 16 14:02:35 <hostname> postfix/qmgr[16018]: 37B8B3E0049: from=<>, size=3974, nrcpt=1 (queue active) Here is the line from the otrs log as displayed in the frontend: Sent agent 'NewTicket' notification to '<address>'. I'm using OTRS-4.0.5, could this be a bug with this old version or is this a configuration error? Greetings Martin Merfort

2 1

Regarding automatic transfer of tickets
by Paul Joseph 17 Aug '16

17 Aug '16

Hello List, I have a query . If I have three groups of people working on a product . Suppose I get a ticket for the third level(lowest) and none of the people from the third group have attended to and the escalation time has lapsed ..... then how can I transfer it to the next level automatically OR from the present queue to the queue belonging to the next level ??? . NOT MANUALLY , but automatically. If anyone could help, please give a detailed explanation regarding what to do..... I know that we have to do something with the Generic Agent but please give a detailed explanation I am new to this. Thanks in advance !!

1 0