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how to insert images in an FAQ article
by Silver springs 06 May '10

06 May '10

Hi, Could anyone let me know how to insert images in an FAQ article . I was trying to copy and paste stuff but I could not paste the images into FAQ article. Please help. Thanks Winter

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StaticDB question
by Gator SLP 06 May '10

06 May '10

Hello Wise people, Please can you advise on your experiences with RuntimeDB Vs StaticDB. We have a db currently consisting of 120,000 tickets. Do any of you have good/bad experiences using one or the other of the above? We curently use RuntimeDB but am looking into possibly changing to StaticDB. thanks for any tips. N

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Module Kernel::Modules::AgentLinkObject not registered in Kernel/Config.pm!
by Markus Moj 06 May '10

06 May '10

Hi, I have a problem. I have a test enviroment and want to test the new ITSM 2.0.2 features like change management. This works until i want to link a chage to a ticket or ci or what ever. Everytime I hit the "link" button I get the above mentiond exception. Can any body help me find out where the problem is? The system is a 1:1 "backup" of my running system which is currently OTRS 2.4.7 with ITSM 1.3.2 and there the linking is working just fine. Is there a Bug in the actuall ITSM 2.0.2 which disables this feature? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: mmoj(a)timocom.com Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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Escalation notification frequency
by Namwoonde, Letty 06 May '10

06 May '10

Good day I would like to find out how to control how frequent escalation notifications can be sent. Thanks Regards Letty ************************** The information contained in this e-mail is confidential and may be subject to legal privilege. If you are not the intended recipient, you must not use, copy, distribute or disclose the e-mail or any part of its contents or take any action in reliance on it. If you have received this e-mail in error, please e-mail the sender by replying to this message. Any views expressed in this message are those of the individual sender, except where the sender expressly, and with authority, states them to be the views of Telecom Namibia Limited.

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-e: Malformed multipart POST
by Leonardo Certuche 05 May '10

05 May '10

Hello there, After upgrading to the latest OTRS version our agents sometimes get the error "Malformed multipart POST" losing the info they've written to a ticket. Apache log gives just the same information: [Wed May 05 09:06:52 2010] [error] [Wed May 5 09:06:52 2010] -e: Malformed multipart POST\n [Wed May 05 13:59:48 2010] [error] [Wed May 5 13:59:48 2010] -e: Malformed multipart POST\n [Wed May 05 14:26:54 2010] [error] [Wed May 5 14:26:54 2010] -e: Malformed multipart POST\n [Wed May 05 15:07:09 2010] [error] [Wed May 5 15:07:09 2010] -e: Malformed multipart POST\n [Wed May 05 16:27:29 2010] [error] [Wed May 5 16:27:29 2010] -e: Malformed multipart POST\n [Wed May 05 16:30:36 2010] [error] [Wed May 5 16:30:36 2010] -e: Malformed multipart POST\n [Wed May 05 16:31:51 2010] [error] [Wed May 5 16:31:51 2010] -e: Malformed multipart POST\n How can I debug this error message? Any help is much appreciated. Thanks, Leonardo Certuche www.itconsultores.com.co

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OTRS licensing terms for code changes
by Lalitha 05 May '10

05 May '10

Hi, We are going to use OTRS 2.4 as ticketing system for one of our product. I have some requirements in the OTRS agent login GUI. 1. Updating Ticket Last Updated Time When there is any customer reply. 2. Sort the Agent Ticket Queue View By Last Updated Time. I found the following link in the forum which is helpful for my requirment. http://www.mail-archive.com/otrs@otrs.org/msg23627.html But, the post suggests a few code changes in the otrs core files like ticket.pm and article.pm etc. I want to know what is the licensing terms regarding any code changes. I went thru the AGPL license text and didnt understand much clearly. I also searched the otrs forums and mailing list and cudnt find anything related to licensing. And the OTRS 2.4 admin manual talks only about the documentaion changes under the section 'GNU Free Documentation License<http://doc.otrs.org/2.4/en/html/a37108.html>' and not about the Code modifications. Can you please advice me about the action required for code modifications as per the AGPL licensing terms. I need this help urgently. Thanks in advance. Regards, Lalitha.

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otrs 2.4.7 dashboard - unlocked tickets
by Alessandro d'Ambrosio 05 May '10

05 May '10

Hi, In the agent dashboard Is there a way to show tickets with an unlocked status? In the AgentDashboardTicketGeneric.dtl file in C:\Program Files\OTRS\OTRS\Kernel\Output\HTML\Standard I found this part that shows Locked Tickets:  <tr> <td class="small" width="70%"> <a href="#" onclick="AJAXContentUpdate('$QData{"Name"}', '$Env{"Baselink"}Action=$Env{"Action"}&Subaction=Element&Name=$QData{"Name"} &Filter=Locked'); return false;" style="$QData{"Locked::Style"}">$Text{"Locked Tickets"} ($QData{"Locked"})</a> <tr> So, how can I edit this file in order to show unlocked tickets too? Thanks you very much Alessandro

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Customer creation account failure when using multiple backends
by Daniele Gagliardi 05 May '10

05 May '10

Il 05/05/2010 14.00, otrs-request(a)otrs.org ha scritto: > Hi, > > Do you try otrs.checkModules in OTRS/bin directory to check if a module > isn't installed ? > > Hope this help > Hi Guillame, yes, I did it, everything is OK, every needed module is installed. And in fact I can successfull login customers authenticating them on multiple backends, and also retrieve their informations. The problem is only with customer's self registration and customer's lost password procedure. I've found also the piece of perl code which seems to fail, and the possible reason. I've posted it on OTRS user's forum. Thanks for your response

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Re: [otrs] Customer creation account failure when using multiple backends
by Daniele Gagliardi 05 May '10

05 May '10

Hi James, Il 04/05/2010 0.04, otrs-request(a)otrs.org ha scritto: > Message: 4 > Date: Mon, 3 May 2010 09:15:08 -0700 > From: James Hoegl <james.hoegl(a)gmail.com> > Subject: Re: [otrs] Customer creation account failure when using > multiple backends > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <v2sb71172a1005030915r69f1262bqb55d767b4516be5f(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > verify the LDAP module for PERL is installed and working. > thanks for your quick response. LDAP module for PERL is installed and working correctly, I am able to authenticate customers on LDAP and retrieve customers informations from LDAP. The problem is only with self-regsitration and lost password procedures: both procedures fails respectively with following messages: 1) (for customer's self-registration procedure) "Can't use an undefined value as a HASH reference at C:/Programmi/OTRS/OTRS/bin/cgi-bin/../../Kernel/System/Web/InterfaceCustomer.pm line 555, <DATA> line 275." 2) (for customer's lost password procedure) "Can't call method "GenerateRandomPassword" on an undefined value at C:/Programmi/OTRS/OTRS/bin/cgi-bin/../../Kernel/System/CustomerUser.pm line 466, <DATA> line 275." What else should I check? Thanks for your attention Daniele

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Changing Colors on Customer Login Screen
by Fusco, Joe 04 May '10

04 May '10

We have OTRS 2.4.5 using the Jumpbox template. I want to customize the customer login screen with different colors and text. I found the text in CustomerHeader.dtl but the color settings are not there. Several messages in the archives mention .css files and even CustomerHeader refers to "$Config{"Frontend::CSSPath"}Standard/customer.css" but I can't seem to locate *any* CSS files. Any help would be appreciated. Joseph F. Fusco, Jr. I.T. Supervisor [cid:image003.jpg@01CAEB6B.094957B0] 202 McElroy Hall Stillwater, OK 74078 Office: (405) 744-5613 Mobile: (405) 338-8443

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