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Default sort order issues
by Steve Durbin 22 May '10

22 May '10

OTRS 2.4.7 (and below) doesn't correctly sort tickets if multiple pages are shown. To demonstrate this, pick a view showing more than one page of tickets and note that the 1st page is sorted by priority (Down) then Age (Up). Go to the next page and the default sort order of Age (Up) alone will take over. It's not possible to set the default sorting to an array in the interface, so a workaround fix is to always sort by Priority (Down) then Age (Up) when Age (Up) is selected, and by Priority (Down) then Age (Down) when Age (Down) is selected. It's probably not a workaround that should be mainstreamed as the behaviour isn't obvious! To do this, we have made the following patch (in unified diff format): --- Ticket.pm.old 2010-05-21 16:35:10.000000000 +0100 +++ Ticket.pm 2010-05-21 16:35:51.000000000 +0100 @@ -3663,6 +3663,18 @@ else { @SortByArray = ($SortBy); @OrderByArray = ($OrderBy); +#BCBCPATCH - Force default of age to be sorted by age within priority + if ($SortBy eq 'Age') { + if ($OrderBy eq 'Down') { + @OrderByArray = ('Down','Down'); + @SortByArray = ('Priority','Age'); + } + else { + @OrderByArray = ('Down','Up'); + @SortByArray = ('Priority','Age'); + } + } +#BCBCPATCHEND } for my $Count ( 0 .. $#SortByArray ) { if ( !$SortOptions{ $SortByArray[$Count] } ) { Hope this is helpful to others. -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

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Reply by Email
by Scott Johnson 22 May '10

22 May '10

Hello: I'm fairly new to otrs, and I suppose this question has been asked before, but I'm not able to find an answer. What I want to do is to be able to reply to a ticket that is created by a customer from my mobile device, and have that reply forwarded to the customer. So, for example, Customer A sends an email to my otrs system. Otrs sends an auto-response, and also sends me a message saying there is a new ticket. I reply to the otrs system, and it's logged as a follow up, but the customer never sees the message. Is there any way to adjust the settings so that I can send replies to customers without having to use the web interface? Thanks, ~Scott

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Declare all mail coming from @mycompany.com to agent/internal-mail
by Max Bidlingmaier 22 May '10

22 May '10

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, I want to set any mailreply having a @mycompany.com mailaddress as Type email-internal, sendertype: agent. To do so, I declared a "Postmaster Filter" matching the addresspattern and setting the headerfields: X-OTRS-SenderType: agent X-OTRS-ArticleType: email-internal The result is: mail is handled as email-internal, syslog says Sendertype is set to agent but in the ticket history the article is shown as customer-article. What is wrong? I'm using OTRS 2.4.7 Thank you ion advance Max Bidlingmaier - -- ________________________ Max Bidlingmaier IT-Administration e.sigma Technology AG Ehrenbergstraße 11 98693 Ilmenau / Germany Tel.: +49 (0) 3677 668 230 Fax.: +49 (0) 3677 668 2333 e.sigma Technology AG, Ehrenbergstr. 11, 98693 Ilmenau Vorstand / General Manager: Detlef Mämpel Vors. d. AR / Supervisory Board Chairman: Joseph Müllner Registergericht / Trade Registry : Amtsgericht Jena HRB 500 638 Geschäftssitz / Business Location: Ilmenau Diese E-Mail enthält vertrauliche und/oder rechtlich geschützte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser Mail ist nicht gestattet. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. -----BEGIN PGP SIGNATURE----- Version: GnuPG v2.0.14 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJL9kOEAAoJEArKo5koqhKwI5gH/iqbRIXbV7sJQzhs+zrPkQ2p 08r2prWc7iQSMJd8PJpq56h2IDzNpol+Cus3oKkhI2RL7ldHHWuiTL0m9FJgSo6J bR+sJNlpXCymcdIj4fU8E6DF6Hpv99Ng08AI2A85QaoTSkJDQz+M9wnoqWcTFQrl SmB4ofKOC8pmBCqnJuthY3PYK2YisziE4iV/28TXAo826SGPy5abeDWJ9B/Mz0+T G05M34IJ8hQoHTWSmpU6gVf+Mn7+/uGHtREhFsjbzL1HfoF5/T9ycXNNrj4k2rRt ck4xCa5rHC/zO5A+AFCFK0rnjZXiV2c73xE63ElHERZ9jQvfqdiV7YdSPGZa5zk= =maOi -----END PGP SIGNATURE-----

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OTRS Terms of use
by Martignier, Philippe 21 May '10

21 May '10

Hi OTRS People, We are currently modifying the code of OTRS to add new features like draft and removal of attachments, ... What are your terms of use? Do we have to provide our code back or is it just "open source, take it and do what you want with it". Just to be sure :) Thanks Regards Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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Re: [otrs] Question on the system log
by Martignier, Philippe 21 May '10

21 May '10

Thanks Nils for your answer. But what is the point of this check? This one was made during I was absent, or maybe just after the logoff or maybe just in time I logoff (I don't remember exactly when I left :) Cheers, Philippe World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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parameterize the system in Venezuela
by Jober Mijares 20 May '10

20 May '10

Hi, I use OTRS however i want to know if in Venezuela exist a partner who can helpme to parameterize the system. thanks a lot!!!

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A Job offering from OTRS Inc.
by Shawn Beasley 20 May '10

20 May '10

Dear community members, OTRS is proud to have you working with us on our open-source project. Now, excusing this possibly irritating use of the otherwise technical list, we want to give you the chance to put you hard earned experience to work. I thank you for taking the time to consider becoming on of the team. Job Offering: OTRS Sales Consultant OTRS AG is a market leader. With 80,000 installations in 27 languages, OTRS is the leading helpdesk software globally. OTRS forms the foundation for the ITIL-conformant IT service manage-ment solution OTRS:ITSM as well as the CERT solution SIRIOS. We assist our customers with comprehensive business services, including professional services such as consulting, software development and support. Our business is currently expanding globally as in the US. OTRS is a worldwide success story. Join us in telling that story and write a new chapter yourself. Imagine: § You could simply download a professional helpdesk or IT service management software from the internet. One very similar as offered by IBM, HP, CA or BMC. § You could access the source code without asking HP. § You could customize the software without asking CA. § You could distribute customizations to business partners or clients without asking BMC. Sounds like too much to ask? Let's top it all off! Imagine: That software would be free of licensing costs, and so free of the burdens of the procurement process. This exact scenario is daily business for our large enterprise as well as small and medium-sized customers. You can help! Responsibilities: § Give our customers an understanding of our products OTRS and OTRS::ITSM and at the same time evaluate opportunities for follow-up-business. § Provide workshops and trainings for OTRS user and administrators and § Attend and support our Sales Teams in tender preparation and defining requirements for customer development. § Managing OTRS projects from conceptual design to implementation and configuration. § Report to the Director Consulting Requirements: § Profound IT-Knowledge (incl. Ticketing Systems) § Solid knowledge of o Linux or Windows (Webserver p.a. Apache, IIS) o Process modeling & -notation (UML, BPMN, YAWL) o Web Technologies as HTML, XML, AJAX/Javascript § Good knowledge of at least one of the following data base: MySQL, Oracle, MS SQL, PostgreSQL and § Basic knowledge of directory services (OpenLDAP, MS Active Directory, etc.) as well as SQL and PERL § Project management (PMI) § Candidate must be willing and able to travel 80% to 90%. You will be working either from our office in Cupertino, CA. or from your home-office. Education : § Bachelor’s degree from a four-year college or university in Business, IT, or related area § 5 years of progressive sales, consulting and managerial experience. § ITIL Certificate (Foundation, Practitioner, Manager) Please apply through email only at jobs(a)otrs.com. We are looking forward to meeting you! -- Shawn Beasley Community Manager OTRS Inc. 19925 Stevens Creek Blvd. Cupertino, CA 95014-2358 USA

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FreeText and Stats
by Annika Liikanen 20 May '10

20 May '10

Hi! We are planning to use OTRS to our ticketing and we have standard installation under testing. Is it possible to include freetext information from a ticket to a report in Stats? We´d like to include travel expences/time to a ticket and when you make a report from Stats, it would be very nice to have this information listed in the report. Or is there another way to add this kind of info to a ticket? Any ideas? -- Annika Liikanen System Specialist ONH Service Oy +358 40 511 8658 +0207 569 460 www.onh.fi

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Re: [otrs] How to backup OTRS on Windows XP?
by jverhoeff＠beckhoff.nl 20 May '10

20 May '10

Hello Michiel, Thank you very much for your answer. So if I understand well for a backup: - I need to make a SQL dump - copy the complete OTRS\OTRS directory? And for a restore on a new system: - I reinstall OTRS package - I copy back the OTRS directory and - reload the sql dump/backup in mysql What exactly can I do with the "Download Settings: Download all system config changes." and the "Load Settings" in [SysConfig] Met vriendelijke groet, Gruß, Best Regards, Jurjen Verhoeff, Beckhoff.nl / IAL -----Original Message----- From: Michiel Beijen [mailto:michiel.beijen@otrs.com] Sent: woensdag 19 mei 2010 20:36 To: User questions and discussions about OTRS. Subject: Re: [otrs] How to backup OTRS on Windows XP? Beste Jurjen, First of all, you should be OK by backing up the mysql database and the OTRS directory :D The backup script of OTRS uses a couple of system commands that don't work in a Windows environment. It's currently on my list to look for a platform-agnostic solution. There's a guy on the German OTRS forums that posted a custom solution to this issue a while ago, this might help you out: http://forums.otrs.org/viewtopic.php?f=35&t=1945&p=9261#p9209 I'd like to point out that I did not really see a similar version of the restore script... on the other hand, the backup script produces a plain archive file containing the database backup and an archived version of the OTRS directory, so a custom extract and copying action, and a database import, will actually have the same result as the restore script. ((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 On Wed, May 19, 2010 at 3:48 PM, <jverhoeff(a)beckhoff.nl> wrote: > Hi , > > I have problems with the standard Backup script (backup.pl) on my OTRS > installation on windows XP. > > (The script is searching for a linux CP command, and exits with an error - > thanks V.Lippe for finding out) > > Q - How can I backup and restore my system in a safe and easy way? > > Q - Is there someone with an OTRS installation on a windows platform and > using a backup script? > > Thanks, > > Jurjen Verhoeff > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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R: Incomplete installation of any package with DB support
by Lucarelli Roberto 20 May '10

20 May '10

No news? ________________________________ Da: Lucarelli Roberto Inviato: Thursday, May 13, 2010 3:53 PM A: otrs(a)otrs.org Oggetto: Incomplete installation of any package with DB support Could someone give me a work-around to this issue? I tried to create manually the table and it's works but I'm not sure to have created all the necessary items. PROBLEM DESCRIPTION =================== Any installed package with DB Support doesn't works. Probably it depends on the incorrect syntax used to create tables on DB (I have MySQL but the installation scripts uses the MSSQL syntax). STEP-BY-STEP DESCRIPTION TO REPRODUCE THE PROBLEM ================================================= 1) Install via Packet Manager FAQ Package ACTUAL RESULTS ============== The package FAQ is installed but doesn't works properly. You view the FAQ icon on menu but if you select it you will get an error ADDITIONAL INFORMATION ====================== This issue is only reproducible on my installation. I have a system that started with OTRS version 2.4.3 and has been upgraded to OTRS version 2.4.7. In otrs log after installation of FAQ package you view this error: [Wed May 12 14:34:37 2010][Notice][Kernel::System::Package::RepositoryGet] No such package FAQ-1.6.5! [Wed May 12 14:34:46 2010][Error][Kernel::System::Package::_Database][1765] You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'IDENTITY(1,1) , name VARCHAR (200) NOT NULL, PRIMARY KEY(id), CONSTR' at line 2, SQL: 'CREATE TABLE faq_language ( id SMALLINT NOT NULL IDENTITY(1,1) , name VARCHAR (200) NOT NULL, PRIMARY KEY(id), CONSTRAINT faq_language_name UNIQUE (name) )' [Wed May 12 14:34:46 2010][Error][Kernel::System::Package::_Database][1765] Table 'otrs.faq_language' doesn't exist, SQL: 'INSERT INTO faq_language (name) VALUES ('en')' [Wed May 12 14:34:46 2010][Error][Kernel::Syste

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