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I have a problem with UTC Time Zone,
by ramana 16 Feb '10

16 Feb '10

Hi Every One, I have a problem with Time Zone, When i am selecting the UTC Time Zone, My SLA is not working properly, not applying the Calender. SLA time is showing non-office hours. Kindly help me on this. Regards, Ramanacharyv

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Default preferences for LDAP backend
by Михаил Лукин 16 Feb '10

16 Feb '10

Hi, community! I'm looking for a way to define default preferences for newly created agents. I'm using LDAP backend for auth and sync. Thanks. -- regards, Mihail

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quick-search vs normal search = different results
by Martignier, Philippe 16 Feb '10

16 Feb '10

Hi there, I have implemented the quick search that is really powerful, but I constat that the two searches don't give same results For example my ticket : 2010002951 Is not found with the quick-search but is found with the standard search ... Is it a bug ? 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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Couple of issues since 2.4.7 upgrade + Support assessment plugin
by David Holder 15 Feb '10

15 Feb '10

Hi everyone, I've just upgraded from 2.4.6 to 2.4.7 and have encountered a couple of issues, although this may be due to the upgraded support assessment plugin 1: My Apache DBI::config is now coming up as critical, even though it's configured in the correct config file, and was working in 2.4.6 2: I get the following errors appearing in my log : Sat Feb 13 16:55:36 2010 error OTRS-CGI-10 The checks of Kernel::System::Support::Cron returned no data! Running on the latest fedora core. Any ideas anyone? have restarted the services after the upgrade. Thanks,

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add event when attachments are used by customers
by Sagy Volkov 15 Feb '10

15 Feb '10

Hi, Did anyone in the past wrote a patch or know of a way to handle/create an event for when an article is updated by a customer that contains attachment/s? I'll write my own code for the event action itself, but was wondering if there's a way in OTRS to inflict such event without changing the core OTRS code. Thanks.

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Multiple Closed states
by Neil Grantham 15 Feb '10

15 Feb '10

Hi I am sure you knowledgable users of OTRS will have a quick answer to this. We would like to have various Queues, such as Software Support, Hardware Support, Finance etc. We would then like to have a couple of ways where the Ticket appears closed (and is notified) to the customer Default would be if the ticket is closed, is chargeable and is put into the Finance Queue where it is finally closed when an invoice is raised. The other way is if there is no charge after a phone call or whatever. Either way, by closing it or moving it to Finance, we'd like the customer to get a closed notification. Is this possible? Thanks Neil

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Agent Responses - delivery reports
by Aleksander Walesa 15 Feb '10

15 Feb '10

Hi, Is there a way to turn on delivery reports on responses sent by agents? We want to make sure that our e-mails are delivered to customers and have such delivery reports in ticket history. Regards ALEX Poland

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Numbering question
by Neil Grantham 14 Feb '10

14 Feb '10

Hi When I originally setup OTRS, I accepted the default to start tickets at 10000 with autoincrement and if I check in Framework::Core::Stats the tick is greyed out and there is 10000 in the Default box. However, after a mistake in using my personal email where OTRS pulled in 150 emails and made them in to tickets, the ticket numbers are now all random (but seemingly using the date EG 2010021410000031) - the last two digits seem to be the random element. Can anyone suggest why this is so and how to resume with the 10000 series? Thanks Neil

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viewing
by Bucke D.J. 14 Feb '10

14 Feb '10

Hi I have the following four types of tickets which I need to be able to view within the same screen. 1. Open and locked by 1st line support (see locked tickets) Email generated, action taken but not yet closed ticket 2 New and locked by 1st Line support (see locked tickets) Email generated ticket, locked by help 3 New and unlocked (visible in queue view as this shows all unlocked tickets) Untouched ticket 4 Open and unlocked (visible in queue view as this shows all unlocked tickets) Ticket generated by 1st Line support emailing out Ticket types 1 + 2 can be seen together Ticket types 3 + 4 can be seen together But I need to be able to see them all Does anyone know if this is possible Thanks Dave

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Connection Reset Problem
by Deniz Rende 14 Feb '10

14 Feb '10

Folks, I am running into couple of problems after installing latest otrs. I go to http://server/otrs/index.pl and I am greeted with the login page. I enter my default user name as "root@localhost" and password "root", It seems to try to connect but finally the browser gives up with the following: The connection was reset The connection to the server was reset while the page was loading. # The site could be temporarily unavailable or too busy. Try again in a few moments. # If you are unable to load any pages, check your computer's network connection. # If your computer or network is protected by a firewall or proxy, make sure that Firefox is permitted to access the Web. The second problem is this: >From the same login page if I fill the box for "Lost Your Password" with user root@localhost, the following error shows up: Software error: Can't locate object method "new" via package "Kernel::System::Email" (perhaps you forgot to load "Kernel::System::Email"?) at /opt/otrs/bin/cgi-bin/../../Kernel/System/Web/InterfaceAgent.pm line 465. For help, please send mail to this site's webmaster, giving this error message and the time and date of the error. So how do I load "Kernel::System::Email"? I installed all the required perl modules and all of them returned OK. Do I need to manually edit the Config.pm file to load this? What else do I need to load? I am using postgres 8.1 as client and 8.3.9 server. I also connected with 8.1 client to 8.1 server with the same results. Here is my Config.pm file on my Solaris 10 zone: .... # -- package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{DatabaseHost} = 'localhost'; # Database # (The database name.) $Self->{Database} = 'otrs'; # DatabaseUser # (The database user.) $Self->{DatabaseUser} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{DatabasePw} = '<password>'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") # $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::File'; # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use warnings; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); use vars qw(@ISA $VERSION); $VERSION = qw($Revision: 1.21 $)[1]; # -----------------------------------------------------# Thanks very much and your input will be greatly appreciated. -- Deniz Rende E-mail: deniz.rende(a)gmail.com Phone: +1 (224) 789-UNIX (8649) Mobile: +1 (816) 213-2139 Web: http://www.deniz-rende.com/blog

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