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Templates for new Email Tickets?
by Richard Cross 19 Feb '10

19 Feb '10

Hi, Is it possible in OTRS to create multiple custom templates for use when creating new tickets? When creating a new email ticket (for example: to notify a customer of a forthcoming service outage), I'd like to be able to select from a list of different email templates, ideally that are appropriate to the queue I'm creating the ticket from. It seems that similar functionality is available when responding to a ticket created by a customer's email, but tickets in OTRS don't always start off that way (as in my example above). Currently, the only solution I've seen (given in this mailing list about 3 years ago) is to edit Ticket -> Frontend::Agent::Ticket::ViewEmailNew, is this still the only option? It's not really practical as I manage several queues in OTRS, supporting different customers and software products. Regards, Richard Cross.

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SQL Error in System Log
by Arpit2 G 19 Feb '10

19 Feb '10

Hello Everyone, I have OTRS 2.4.5 on windows 2008 with MSSQL as the DB. I am getting some SQL error in the log, when i click on Dashboard. [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_lock_id IN (2) AND st.user_id IN (1) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749 ORDER BY st.until_time DESC' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_lock_id IN (2) AND st.user_id IN (1) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.queue_id IN (3, 4, 6, 8, 13, 14, 15, 16, 17, 18, 19, 20, 21, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50, 51, 52) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.responsible_user_id IN (1) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq , ticket_watcher tw WHERE sq.id = st.queue_id AND st.id = tw.ticket_id AND st.ticket_state_id IN ( ) AND tw.user_id IN (1) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_state_id IN (7) AND st.until_time >= 1266553909 ORDER BY st.until_time ASC' The reason of this issue as of my understanding is "st.ticket_state_id IN ( )", there is no value in IN( ) but what is the reason behind this, why this happening, Please guide me. Thanks & Regards Arpit Gupta =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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Re: [otrs] Attachments managment
by Martignier, Philippe 18 Feb '10

18 Feb '10

Thanks Alexander, It confirms what I was thinking ... And thanks for the trick, that may be a solution ... 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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Change the ticket details in the queue
by Myriam O'Neill 18 Feb '10

18 Feb '10

Can I change the layout of the dashboard tickets easily? I would like to see the sender of the ticket and more of the subject line in the queue rather than the ticket number . Thank you for any tips CONFIDENTIALITY NOTICE: This email and any files transmitted with it are confidential and intended solely for the addressee. Moreover, this message may contain privileged information, the unauthorised disclosure or transmission of which may be unlawful. If you are not the intended recipient or an agent of the addressee charged with the handling or delivery of this message, please notify the sender immediately and delete all copies of the message from your computer systems. Please note: any views expressed in this email are those of the individual sender and may not necessarily reflect the views or accord with the stated policies of An Bord Plean�la. F�GRA R�IN: T� an r�omhphost seo agus aon chomhaid at� nasctha leis faoi r�n agus d�rithe amh�in don seola�. Lena chois sin, is f�idir go bhfuil eolas faoi phribhl�id cuimsithe san r�omhphost seo, arbh fh�idir go mba briseadh dl� a nochtadh n� a sheoladh gan �dar�s. Murar tusa an t� ceapaithe chun an r�omhphost a fh�il n� ionada� an tseola� d�rithe chun an teachtairecht a l�imhse�il n� a ghlacadh, n� fol�ir led thoil fios a chur ar an seolt�ir ar an bpointe agus c�ipeanna an teachtaireachta ar fad a ghlanadh de bhur gc�rais r�omhaireachta. Tabhair faoi deara led thoil: aon tuairim� nochtaithe san r�omhphost seo is iad tuairim� an tseolt�ra f�in agus n�l s� intuigthe gurb iad tuairim� An Bhord Phlean�la n� go gclo�onn siad le polasaithe r�ite an Bhoird. Scanned by McAfee VirusScan ##################################################################################### Scanned by MailMarshal - Marshal8e6's comprehensive email content security solution. Download a free evaluation of MailMarshal at www.marshal.com #####################################################################################

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Which OTRS download?!
by Neil Grantham 18 Feb '10

18 Feb '10

If I install Ubuntu Linux, which OTRS download do I need to get?! Thanks Neil

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[ITSM] Is there a way to customize the AgentITSMConfigItem ("Class: _ClassName_") page?
by Konstantin S. Ershov 18 Feb '10

18 Feb '10

Hi, everyone! Could anyone please help me with finding out if there is any way to customize AgentITSMConfigItem ("Class: _ClassName_") page so it is possible to add some additional fields in a table? Right now there are only four fields available: Number, Name, Deployment State & Last Change. But I'd like to display such fields as "Vendor", "Model", "Type", "Serial Number" etc. just not to be confused. For example I have a lot of identical devices like USB Flash Drives and would like to have some quick overview of these devices. Right now I can distinguish one item from another only if I add some unique information (like item serial number) in the Name field during creation of an item or if I zoom config Item. Of course there is a search where I can filter Items but I think it would be better if there is such feature like quick overview page where each Config Item can be displayed with relevant fields. E.g. (for Hardware): "Number", "Name", "Deployment State", "Vendor", "Model", "Type", "Serial Number", "SIze", etc... If there is some simple way to customize AgentITSMConfigItem to add some additional fields and you know how do that, I'll be appreciate for any information!

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Recurring tickets?
by Jason B. Loven 18 Feb '10

18 Feb '10

Is there a way to create a recurring ticket? We need to schedule a task/ticket to be created Mon-Friday at 8am. -Jason

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Can't forward tickets created by SystemMonitoring
by Lars Jørgensen 18 Feb '10

18 Feb '10

Hi, We use the SystemMonitoring extension to create tickets from our Nagios monitoring. This works just as expected. Sometimes we want to forward the ticket to a third party for further information or help, but there's no "reply" or "forward" links to click on. The queue does have replies associated with it. I have tried to move the ticket to a different queue and changing the customer of the ticket, but nothing seems to help. Am I missing a configuration item somewhere? -- Lars Jørgensen Gyldendal IT Infrastruktur tel +45 33 75 57 95 itlj(a)gyldendal.dk

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Attachments managment
by Martignier, Philippe 18 Feb '10

18 Feb '10

Hi there, Let's explain what the situation I currently face. A customer sends an email with attachments ... The ticket is created with the attachments... These attachments are confidential and we don't want them to appear on the ticket. Is there a way to hide or delete these attachments without deleting the ticket? The only solution I got now is to copy the text, paste in a new ticket, delete the initial ticket via generic agent. It is a bit heavy .... Is there an easy way to do this? Many thanks 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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logs at location /opt/otrs/var/log
by manish ramteke 18 Feb '10

18 Feb '10

Hi, In my OTRS Config.pm file otrs log location provided is /opt/otrs/var/log/otrs.log But no logs are getting generated. There is a log file at this location but is old -rw-rw-r-- 1 otrs nogroup 5271 2010-02-05 04:40 procmail-2010-02.log No new logs are generated since last restart.If I check with utility *System log* in admin area,i can see some messages. Please suggest what could be the reasons that log file is not generated and how to resolve. Thanks in advance. Regards, Manish Ramteke

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