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OTRS 4 and ITSMCIAttributeCollection
by Alvaro Cordero 28 Jul '16

28 Jul '16

Hello, I have used the module ITSMCIAttributeCollection with OTRS since it came available and it has allways worked perfectly, but now I am testing and trying to use it on OTRS 4 and it simply does not work. I've tried on test and clean systems but it does not work, I move the same definition to a OTRS 3.3.x and also 5.x and it works perfect. I am wondering if there is an error with the last package released for OTRS 4. I am using OTRS 4.0. with ITSM 4.0.14 and CIAttributeCollection 4.1.2, OTRS 5, with ITSM 5.0.7 and CIAttributeCollection 5.0.1 I create a class and use a definition as in the example { Key => 'Server', Name => 'Server', Input => { Type => 'CIClassReference', ReferencedCIClassName => 'Server', ReferencedCIClassLinkType => 'Includes', ReferencedCIClassLinkDirection => 'Reverse', } }, I get the field shown in the form, but when I go to the it and try to create a new CI with the relation it just does not do anything, not even the ajax, no errors, no log, it just simply does not do the search. I know it could posible be easier just to migrate into OTRS 5, but I am wondering why it doesn't work at all. -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alvaro(a)gridshield.net

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Associated service by queue
by Jesus Rivera 28 Jul '16

28 Jul '16

Good afternoon , the query is simple, as I manage to activate and associated services queue ? Greatly appreciate the help they can provide .

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Can't opendir(/opt/otrs/var/tmp/CacheFileStorable/DynamicField/b): No such file or directory
by Phillipe Smith 27 Jul '16

27 Jul '16

Analyzing the apache error log, The following errors are getting shown: ........... [Wed Jul 27 12:39:13 2016] -e: Can't opendir(/opt/otrs/var/tmp/CacheFileStorable/DynamicField/a/3/c): No such file or directory [Wed Jul 27 12:39:13 2016] -e: at /opt/otrs//Kernel/System/Cache/FileStorable.pm line 227 [Wed Jul 27 12:39:13 2016] -e: Can't opendir(/opt/otrs/var/tmp/CacheFileStorable/DynamicField/a/1): No such file or directory [Wed Jul 27 12:39:13 2016] -e: at /opt/otrs//Kernel/System/Cache/FileStorable.pm line 227 [Wed Jul 27 12:39:13 2016] -e: Can't opendir(/opt/otrs/var/tmp/CacheFileStorable/DynamicField/0): No such file or directory [Wed Jul 27 12:39:13 2016] -e: at /opt/otrs//Kernel/System/Cache/FileStorable.pm line 227 ............. Those errors always occur after open a new ticket and choose a service. Running OTRS 4.0.15 on a CentOS 6. --- Phillipe Smith <phillipelnx(a)gmail.com> ----------------------------------------------------------- Linux SysAdmin | Developer

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Creating a outgoing email as the first article in a ticket using the GenericTicketInterface API
by Kristoffer Berdal 27 Jul '16

27 Jul '16

Hello, I want to use the API to create tickets where the first article is an outgoing email. I would say about 90% of the tickets we create in OTRS manually start with an outgoing email, yet I can't seem to find a way to create the same type of ticket using the API. Is this possible? I recently inherited this problem, and for years our solution has been to create a ticket (to get a ticket number), then send an email externally with the ticket number in the subject and a reply-to email that returns the answers into OTRS. This is a hacky way of doing things, and I would much prefer to be able to send the email via OTRS directly. Best regards, Kristoffer Berdal

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Ticket Queue for Web Ticket
by DHilsbos＠performair.com 26 Jul '16

26 Jul '16

All; Is there a way to predefine or force the queue for new tickets submitted from the website. I have defined that all email tickets come in to the "Level 1" queue, but tickets submitted through the web interface come in with all different queues, and might not be seen by the appropriate technicians. Thank you, Dominic L. Hilsbos Director - Information Technology Perform Air International Inc.

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Change notification language
by Personal Técnico 26 Jul '16

26 Jul '16

Hi, I have created a new automatic response (in spanish) after new ticket creating. Once I have configured my queue with that automatic response, I suppose I would receive in spanish the mail from ticket creation... but I continue receiving in english. What must I reconfigure? Thanks.

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Attachment Column in the State View
by Úr Balázs 25 Jul '16

25 Jul '16

Hi, I would like to add a new column to the State View, which shows an icon, if the last customer email of the ticket has an attachment. I added "Body" to the Ticket::Frontend::AgentTicketStatusView###DefaultColumns, which shows the last customer email when hovering with the mouse on it. Attachment doesn't work with the same way, an empty column is displayed. Has anybody an idea, how to show an attachment icon in a new column? Regards, Balázs

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New created service
by Carlos Alberto Diana 20 Jul '16

20 Jul '16

I've created a new service, and when I try to generate a "New Phone Ticket", I can't choose the new service because it isn't in the list. Any help? The new service has the same parameters than others, but the name. ___________________________________________________________________ IMPORTANTE: El texto, documentos y archivos que acompañan a esta transmisión, contienen información confidencial la cual es legalmente secreta. Esta información puede ser usada únicamente por el destinatario cuyo nombre aparece inserto en esta transmisión. Si usted ha recibido esta transmisión por error, notifíquenos inmediatamente por esta misma vía, y borre el archivo y sus anexos. Se hace de su conocimiento por medio de esta nota, que cualquier divulgación, copia, distribución o toma de cualquier acción derivada de la información confiada en esta transmisión, queda estrictamente prohibido, el incumplimiento de esto genera responsabilidad legal. IMPORTANT: The text, documents and files attached to this transmission contain confidential information that must be kept secret by law. This information is for the exclusive use of the specified recipient whose name appears in this transmission. If you have received this message by mistake, please notify us immediately by return e-mail and delete the file and its attachments. You are hereby notified that any dissemination, copying, distribution or adoption of any action arising from the confidential information contained herein is strictly prohibited. Any violation will be penalized by law. ___________________________________________________________________

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Re: [otrs] Allowing agents to always select a customer code
by Bene 20 Jul '16

20 Jul '16

Hi Renee, thanks for the info. Changing CustomerIDReadOnly in the SysConfig works. Is there a way to get a list of companies in the Customer code field, or with a kind of type ahead search? Working with contacts might make it easier but there is no easy way for us to make all the customer contacts in advance. I'm wondering how other folks are handling this. Kind regards, Benedict > > ---------- Forwarded message ---------- > From: *Renee B* <otrs.list(a)perl-services.de > <mailto:otrs.list@perl-services.de>> > Date: 2016-07-12 10:38 GMT+02:00 > Subject: Re: [otrs] Allowing agents to always select a customer code > To: otrs(a)lists.otrs.org <mailto:otrs@lists.otrs.org> > > > Am 12.07.2016 um 10:35 schrieb Bene: > > Hi, > > thanks Never Min and Sujeeva for the answers. > > I found these settings also and did both these changes. > Agents can now select all the default services. > > The customer code field is still grayed out by default. > I doesn't prevent the agents from creating a ticket so that's good. > However, I would like them to be able to select the customer company. > > Any idea on how to allow this without creating a customer for a > given customer code (company)? > > > Search for CustomerIDReadOnly in the SysConfig... > > > Thanks, > Benedict > > > > -- > Perl / OTRS development: http://perl-services.de > OTRS AddOn repository: http://opar.perl-services.de > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >

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Performance trouble,
by Mimiko 12 Jul '16

12 Jul '16

Hello. I've installed otrs v.5 on a physical server with apache and mod_perl2. The backend DB is Mysql on different physical server in same LAN. The problem is with slow page opening. Every page takes 15-20 second to open: Tickets, Dashboard, Customers, Admin. I've monitored servers and nor Mysql server, nor apache server is fully loaded during pages navigation. How can I debug the problem and speed up the otrs? Thank you

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