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Re: [otrs] Allowing agents to always select a customer code
by Bene 12 Jul '16

12 Jul '16

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)? Thanks, Benedict > From: *Sujeeva Tissaarachchi* <sujeeva_t(a)yahoo.com > <mailto:sujeeva_t@yahoo.com>> > Date: 2016-07-12 7:41 GMT+02:00 > Subject: Re: [otrs] Allowing agents to always select a customer code > To: "User questions and discussions about OTRS." <otrs(a)lists.otrs.org > <mailto:otrs@lists.otrs.org>> > > > Hi > > To facilitate all services available to agents, you have two methods > > 1. If agent is also defined as a customer, then use "customer user > <--> services" section in admin panel and assign services to > agent/customer > 2. Alternatively, make required services as Default Services using > "Edit Default Services" link in "customer user <--> services" section > Best Regards, > Sujeeva Tissaarachchi > > > ------------------------------------------------------------------------ > *From:* Never Min <never.min(a)gmail.com <mailto:never.min@gmail.com>> > *To:* User questions and discussions about OTRS. <otrs(a)lists.otrs.org > <mailto:otrs@lists.otrs.org>> > *Cc:* User questions and discussions about OTRS. <otrs(a)otrs.org > <mailto:otrs@otrs.org>> > *Sent:* Tuesday, 12 July 2016, 9:05 > *Subject:* Re: [otrs] Allowing agents to always select a customer code > > > - Same question about services. I want the agents to be able to > select all the > services. > > > > First set Ticket::Service::Default::UnknownCustomer to YES > http://your.otrs.host//otrs/index.pl?Action=AdminSysConfig;Subaction=Edit;S… > > and edit default service: > http://your.otrs.host/otrs/index.pl?Action=AdminCustomerUserService > > I hope this will help you. > > > -N > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > > > > --------------------------------------------------------------------- > 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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Allowing agents to always select a customer code
by Bene 12 Jul '16

12 Jul '16

Hi, I'm in the process of customizing an OTRS 5 installation. When creating a new ticket, the customer code is grayed out, unless you select an already created customer. I would like to allow the Agent to be able to select the customer code, even if the customer doesn't exist. We don't know in advance who is going to contact us from an organization so the customer is usually the email, and the customer code is the company name. We do have a list of customer code. - How do I allow the agents to always be able to select the customer code? - Same question about services. I want the agents to be able to select all the services. I think this can do this with ACL's? Anyone who has done this? Regards, Benedict

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Rappel : Error After Upgrade
by Placide NJAMI 11 Jul '16

11 Jul '16

Placide Lysias NJAMI souhaite rappeler le message « Error After Upgrade ».

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Error After Upgrade
by Placide Lysias NJAMI 11 Jul '16

11 Jul '16

Dear All, After an upgrade from: OTRS+ITSM 5.0.8 to OTRS+ITSM 5.0.10 (KIXCore 5.0.2); (KIX4OTRS 8.0.2) to (KIXCore 5.0.4); (KIX4OTRS 8.0.8) We have the error below (from Recent Log Entries): Time: Mon Jul 11 14:10:08 2016 Facility: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-43 Message: There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: Error: Can't use an undefined value as a HASH reference at /opt/otrs/KIX4OTRS/Kernel/System/CustomerCompany.pm line 64. Regards, Placide Lysias NJAMI

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OTRS 3.3 question - How to figure out problem data???
by Lambrecht, Charles 08 Jul '16

08 Jul '16

Hello OTRS List, I just upgraded to OTRS 3.3 and am working on cleaning up any issues before upgrading to 4 and then 5. Occasionally I see the error message below in the system log and further details are in the apache error log. After searches and reading, I understand I have some data in my config files that didn't get upgraded properly or converted when upgrading and usually it is related to dynamic fields. Our OTRS instance is pretty generic (no customizations), but has been upgraded over the past ten years through various versions and most recently to 3.3. Everything is working, but the occasional error message *bugs* me. I've reviewed settings, but everything looks good. I'm looking for pointers on how to identify the problem field! >From the apache error log (and this usually happens when an agent logs in but can happen when changing screens - the user doesn't get an error message) ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Fri Jun 24 15:28:55 2016 Message: Data was only readable pure-perl YAML module, please contact the System Administrator to update this record, as the stored data is still in a wrong format! RemoteAddress: (deleted) RequestURI: /otrs/index.pl?Action=AgentDashboard Traceback (24865): Module: Kernel::System::YAML::Load (OTRS 3.3.15) Line: 150 Module: Kernel::System::DynamicField::DynamicFieldGet (OTRS 3.3.15) Line: 311 Module: Kernel::System::DynamicField::DynamicFieldListGet (OTRS 3.3.15) Line: 965 Module: Kernel::Output::HTML::DashboardEventsTicketCalendar::new (OTRS 3.3.15) Line: 43 Module: Kernel::Modules::AgentDashboardCommon::_Element (OTRS 3.3.15) Line: 789 Module: Kernel::Modules::AgentDashboardCommon::Run (OTRS 3.3.15) Line: 569 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.15) Line: 915 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 41 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Regards, Charles Lambrecht --------------------------------------------------- Charles Lambrecht Computer Operations Manager UT College of Veterinary Medicine cgl(a)utk.edu<mailto:cgl@utk.edu> ---------------------------------------------------

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Re: [otrs] Upgrade OTRS 3.0.7 to otrs 5
by Frank Thommen 08 Jul '16

08 Jul '16

> Yes, you can see this: > http://otrs.github.io/doc/manual/admin/stable/en/html/upgrading.html > > If you are running a lower version of OTRS you have to follow the upgrade > path to 4 first (3.0->3.1->3.2->3.3->4)! You need to perform a full upgrade > to every version in between, including database changes and the upgrading > Perl script. What I don't understand: Does the sentence "You need to perform a full upgrade to every version in between" only refer to the situation when you start from a version lower than 4 or also for start versions above 4? From 4.0.1 -> 5.0.9 do I have to go through 4.0.1->4.0.2->4.0.3->...->5.0.9 or can I jump directly 4.0.1->5.0.9? And if all intermediate steps are required: What do I use as 5.0: 5.0.0.rc1? I'm using RPM packages and there is no 5.0.0 package on ftp://ftp.otrs.org/pub/otrs/RPMS/rhel/6/. frank

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Innodb warning
by Placide Lysias NJAMI 08 Jul '16

08 Jul '16

Dear, How to correct the warning message we have on our OTRS system registration? (See below) InnoDB Log File Size (5 MB): The setting innodb_log_file_size must be at least 256 MB. Thanks in advance! Best Regards / Cordialement ----- Placide NJAMI | HEAD OF IT DEPARTMENT GOLDEN EXOTICS LTD - GHANA P.O. Box K.I.A. 16105 - ACCRA Email: p.njami(a)gelgh.com<mailto:p.njami@gelgh.com>

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"Title" field on AgentLockedView
by Lars Jørgensen 07 Jul '16

07 Jul '16

Hi, We are wondering how to change the "Title" field on T icket::Frontend::AgentTicketLockedView to actually show the ticket title instead of the weird combination of last poster and last subject. In Ticket::Frontend::AgentTicketLockedView###DefaultColumns I can see the field "Title" which is the above combo-thingie. I tried to locate a list of all available ticket attributes to see if there was another field showing the actual title, but my google skills failed me. We are on OTRS 5. Any suggestions? -- Lars

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OTRS4 API call from Core AgentTicketZoom js
by Pritesh BHEEMANEE 06 Jul '16

06 Jul '16

Hello, I am using OTRS 4.0.10-02. I would like to know how to make an api call from js/Core.Agent.TicketZoom.js in order to display customer detail on AgentTicketZoom.tt page under "Customer Information" section. I may miss other files or this may not be the best method to do it. Please let me know if you have any idea. Thanks again. Best Regards, Pritesh Bheemanee OTRS 4.0.10-02 PostgreSQL 9.3.5 Perl 5.10.1 (linux) is used. OS: Cent OS 6.5

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Mail fetch frequency only updated on daemon restart?
by Frank Thommen 05 Jul '16

05 Jul '16

Dear all, I have the impression - but I could not find a reference to this -, that changes in Sysconfig Daemon::SchedulerCronTaskManager::Task###MailAccountFetch are only becoming active after manually stopping and restarting the OTRS Daemon. Is that the case? I'd find this strange, as I'd intuitively assume, that all changes done in SysConfig are activated with immediate effect w/o requiring a manual restart/reload of the daemon. Our OTRS version is 5.0.9 on CentOS 6.8. Cheers frank

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