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Problem creating ticket
by Nuno Miguel da Cruz Neves 28 May '10

28 May '10

Hello. I am installing a new OTRS machine, and for one user, the ticket request via web works as expected, but for another one, when he tries to create a new ticket (with the same exact type, To, Service and SLA), it gives an error "Can't get ArticleID from INSERT". The ticket, however, is created, but no email is sent. Both users belong to the same group and have access to the same services. Can anyone point out a solution? Thank you, Nuno

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Additional Dropdowns on Customer Interface
by Louis Becker 28 May '10

28 May '10

Dear All We would like to employ OTRS as an internal ticketing system for a telecoms network. For statistical purposes we would like to post tickets against specifics sites (locations with equipment). Is it possible (or can it easily be done) to add additional drop downs lists on the customer interface with location IDs? If possible, how? Louis DISCLAIMER This message is intended solely for the individual(s) and entity(s) to which it is addressed. It is confidential and may contain legally privileged information. Any unauthorized review, use, copying, storage, disclosure or distribution of this e-mail and any attachments is strictly prohibited. If you are not the named recipient or have otherwise received this communication in error, please destroy this message from your system and kindly notify the sender by e-mail.

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Errors using Oracle database
by Jeff Travers 28 May '10

28 May '10

We are trying to implement OTRS using an Oracle 10g database. We're using IIS and Perl Activestate in our environment. I'm encountering several errors with the install. I've created several agents and cannot authenticate. I receive an error message stating that the account doesn't exist or is invalid. I can only seem to authenticate as the root account. If I switch to a MySQL database then the issues appear to be resolved. Also, each time I login as root (to the dashboard screen) I see the following errors generated in the OTRS error log: [Error][Kernel::System::Ticket::TicketSearch][4761] ORA-01861: literal does not match format string (DBD ERROR: error possibly near <*> indicator at char 206 in 'SELECT DISTINCT count(*) FROM ticket st, queue sq , ticket_history th WHERE sq.id = st.queue_id AND st.id = th.ticket_id AND th.history_type_id IN (1, 27) AND th.state_id IN (2, 3) AND th.create_time <= <*>'2010-05-27 23:59:59' AND th.history_type_id IN (1, 27) AND th.state_id IN (2, 3) AND th.create_time >= '2010-05-27 00:00:00''), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq , ticket_history th WHERE sq.id = st.queue_id AND st.id = th.ticket_id AND th.history_type_id IN (1, 27) AND th.state_id IN (2, 3) AND th.create_time <= '2010-05-27 23:59:59' AND th.history_type_id IN (1, 27) AND th.state_id IN (2, 3) AND th.create_time >= '2010-05-27 00:00:00'' [Thu May 27 13:01:12 2010][Error][Kernel::Output::HTML::LayoutAJAX::JSONQuote][212] Need Data! Thanks, Jeff

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Calendar changes not sticking
by Jason B. Loven 28 May '10

28 May '10

Good afternoon, When I make a change to the Calendar working hours for Calendar 1 and hit apply the screen refreshes like it did something but the working hours are back to the original settings. Anyone have any suggestions? 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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Enabling Service Dropdown
by Anders.Bakke＠hibu.no 28 May '10

28 May '10

Hi I got 2 questions: 1 - We have made a lot of services, but none is showing at the drop down list when you create a new ticket. How do you enable them? 2 - When they're enabled... Is it possible to link them to Customers/Queue? ... Making it possible that different Customers or queue get access to different Services/SLA's... Vennlig hilsen / Kind regards Anders Bakke [cid:image001.png@01CAFDAD.227C9540] It Konsulent / It consultant IT Drammen / IT Drammen ________________________________ Postboks 7053 N-3007 Drammen Anders.Bakke(a)hibu.no<mailto:Anders.Bakke@hibu.no%20> www.hibu.no<mailto:www.hibu.no%20> Dir. Mob. Tel. Fax. +47 32 20 64 99 +47 97 57 36 11 +47 32 20 64 00 +47 32 20 64 10

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Service selection usability
by Ruslan 27 May '10

27 May '10

Hi every one. Any one tryed to improve usability of service selection? here is my issue: When agent creating ticket via phone (mail) After setting t customer? agent can set service assigned to customer. In my department we have more tha 250 service, so process of selection became very annoying. Agent need to scroll drop box with over than 250 services and sub-services, and find correct one. Is there any possibility to improve it? e.g. On step 1 we can select only "Level 1" services. When it done we can select sub-services etc. -- Best regards & bla bla bla.... ©

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Stats by ticket state
by Alejandra Piedra 27 May '10

27 May '10

Hello! I'm trying out the new stats and I want to know if there is a way to create that account time between state changes. For example, I need to know how much time has passed from the moment the ticket is in new state to the moment it's changed to open. I know the stats use the escalations and all this attributes, but my boss is asking me for this type of stats. Thanks for all the help 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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cannot access [Customer Users <-> Groups ]
by Mothusi MAKATI 27 May '10

27 May '10

When I try to access the link [Customer Users <-> Groups ] I get the following error CustomerGroupSupport needs to be active in Kernel/Config.pm, read more about this feature in the documentation. Take care! What do I need to change in the config.pm file to be able to use this feature? Thanks Mothusi The contents of this communication, which may contain one or more attachments, is strictly confidential and legally privileged, and is intended for the use of the named recipient(s). Any review, retransmission, dissemination, copying, disclosure or other use of, or taking an action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you have received this message in error, please notify the sender immediately by return email and delete/destroy the message. Any views expressed in this e-mail are those of the individual sender and no liability will attach to Orange Botswana (Pty) Ltd. Please note that the recipient must scan this email and any attached files for viruses and the like.

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New blog post on OTRS3 Customer Interface
by Michiel Beijen 27 May '10

27 May '10

Hi, I'd like to point out that we have brand new blogs at http://blog.otrs.org where you'll be able to find new posts on the topic of OTRS on a regular basis. The first post I've put up there is a post describing the new look of the OTRS3 customer interface: http://blog.otrs.org/2010/05/27/otrs-3-customer-interface/ In the upcoming weeks, you can expect to see more blog posts on the work we did so far on upcoming OTRS 3, and also on other OTRS related topics of course. Please take a look, leave your comments, and subscribe yourself to the RSS feed to stay up-to-date! ((enjoy)) Michiel Beijen R&D Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] OTRS AG Norsk-Data-Str. 1 61352 Bad Homburg GERMANY T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com Business Location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann GET OTRS::ITSM 2.0 NOW - including the brand new change management module! It´s the only ITIL® V3 compatible open-source IT Service Management solution certified by PinkVERIFY worldwide! - http://bit.ly/dv4CJF

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Default mysql user and password for windows install of 2.4.7?
by TechFan 27 May '10

27 May '10

I am trying to get phpmyadmin setup. I have the login screen, but I am not sure what settings to use for the database section. . .what are the default user and password for mysql when setup on windows? Thanks.

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