- otrs - OTRS mailing lists

MySQL error
by Ivo Veseli 02 Feb '10

02 Feb '10

Hi, I got an error message in OTRS admin area system log: MySQL server has gone away, SQL: 'SELECT tn FROM ticket WHERE id = ? LIMIT 1' Does anyone know the cause this error and how to fix it? Thanks, Ivo Veseli

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new tickets created with AgentTicketPhone or AgentTicketEmail
by magicboiz 02 Feb '10

02 Feb '10

Hi there!! why new tickets created with AgentTicketPhone or AgentTicketEmail do not generate a new email for the customer with the TicketID?? Is this the normal behavior or can i modify it trough the sysconfig area? Thanks in advance!

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How to map SLA and Queue
by Arpit2 G 02 Feb '10

02 Feb '10

Hello everyone, Is there any way of mapping SLA with the queue, In my setup each queue has different SLA. My aim of doing this is : when a customer selects a queue, SLA associated with that queue should automatically come in SLA field. Any help would be appreciated. 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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FreeText Fields Empty on Split
by J N 02 Feb '10

02 Feb '10

I am trying to figure out why the FreeText fields of a parent ticket aren't carried over to the child tickets when I split it. I've searched and searched, but I can't find a way to set this in SysConfig. According to the 2.3 and 2.4 release notes, this should just work. However, it is NOT working for me. Does anyone have suggestions on how to make this work? Thanks, Justin

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Sending Mail with Agent's Name
by Nathan Milford 02 Feb '10

02 Feb '10

Howdy. I'm evaluating OTRS and I could't quite find any mentions of this by searching the mailing list archives or reading the documentation. I apologise if it has been discussed before and I am being redundant. One of the service principles of my company is that the user feel like they are dealing with a person. One simple roadblock in me getting OTRS adopted at my organization is that I have, so far, been unable to find a way to have the agent's real name be applied to the from field. The current behavior is that my agent replies to a ticket and the email comes from "Support" <support(a)company.com>. Whereas I'd like the realname dynamically populated with the Agent's name like "Nathan Milford" < support(a)company.com>. Obviously, we'd keep the e-mail address itself the same so a user's reply will get put back into the system. It's a small item, but one that won't get past the principle my executive team has put in place. Is this at all possible to implement, or am I barking up the wrong tree? Thank you for your time. Nathan Milford Operations Engineer Outbrain

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lost ticket
by Leonardo Certuche 01 Feb '10

01 Feb '10

Hi people, We've lost a ticket :( Our client remembers its number but when we query both the database or the application itself, there is no trace of it (no tn, no ticket_id). Has anyone experience something like that? Is there any possible cause of this extrange behavior? Thanks, Leonardo Certuche

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PDF logo
by Henry Devito 01 Feb '10

01 Feb '10

Good day, I have searched the archives and I have found several post related to changing logos. The issue I am having is the logo & company name that is showing on a printed ticket is still otrs. How do I change that? I have been spinning my wheels trying fo the past couple days. Any help would be appreciated. Thanks,

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Apache::Reload or Apache2::Reload is needed as PerlModule error
by Eric Banks 01 Feb '10

01 Feb '10

I successfully modified the permissions to run Package Manager but then I get a error about Apache2:Reload is needed as Perl Module, whet do I need to install on Ubuntu? Here is the error log Message: Sorry, Apache::Reload or Apache2::Reload is needed as Perl Module and ". "PerlInitHandler in Apache config file. See also scripts/apache2-httpd.include.conf! Traceback (11432): Module: Kernel::Output::HTML::Layout::Error (v1.110.2.6) Line: 1312 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.110.2.6) Line: 1291 Module: Kernel::Modules::AdminPackageManager::Run (v1.65.2.4) Line: 64 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2ep l::handler (unknown version) Line: 47 Module: (eval) (v1.87) Line: 204 Module: ModPerl::RegistryCooker::run (v1.87) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Mon Feb 1 13:54:38 2010 Message: Sorry, Apache::Reload or Apache2::Reload is needed as PerlModule and ". "PerlInitHandler in Apache config file. See also scripts/apache2-httpd.include.conf! Traceback (11432): Module: Kernel::Output::HTML::Layout::Error (v1.110.2.6) Line: 1312 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.110.2.6) Line: 1291 Module: Kernel::Modules::AdminPackageManager::Run (v1.65.2.4) Line: 64 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2ep l::handler (unknown version) Line: 47 Module: (eval) (v1.87) Line: 204 Module: ModPerl::RegistryCooker::run (v1.87) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

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[PROBLEM] How to manually insert problem-mails into the queue?
by Aron Rotteveel 01 Feb '10

01 Feb '10

Hi everyone, I have recently made a fresh install of OTRS and edited the ticket statuses and priorities to my own needs; I then discovered this leads to problems processing the mail if the default states are not configured correctly. I fixed this now, but this problem has resulted in a couple of mails being stuck in my queue: aron@boson:/opt/otrs/var/spool$ ls -la total 32 drwxrwsr-x 2 otrs www-data 4096 2010-02-01 09:48 . drwxrwxr-x 13 otrs www-data 4096 2010-01-30 20:22 .. -rw-r--r-- 1 otrs www-data 5756 2010-02-01 09:09 > problem-email-3a722d2e7ca7f009e7452a4499fd2827 -rw-r--r-- 1 otrs www-data 4967 2010-01-31 22:03 > problem-email-9b9863011cc60fe81df863e7bad74692 -rw-r--r-- 1 otrs www-data 6538 2010-02-01 09:18 > problem-email-d91410338ab3c9f4ec45a6b6cbc02bc1 Is there a way to fix this and manually insert these mails into the queue? -- Best regards, Aron Rotteveel

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Notify Customer of Agent AddNote Functionality
by Scott Carter 01 Feb '10

01 Feb '10

I've been putting in a lot of work replacing our homegrown ticketing system with OTRS and it has looked very good... until I realized one KEY thing missing! >From what I have read it appears that there is no way to notify the customer after an agent updates the ticket! It seems this would be a very common requirement for a ticketing system no? How does the customer know when the agent has updated their ticket? What if the process is not the simple: ticket submission ->agent solve ->customer notified of closure? What if the agent needs more information or needs to let the customer know of an update? Is the customer required to frequently check the web console to see if there has been updates? I can't believe that this functionality does not exist. If anyone knows of a way to do this PLEASE help me out here. I've searched the forum and haven't come up with any solutions. (using otrs 2.4.5) --side note. How do I respond to this same thread. Whenever I respond it seems to create a new thread. Thanks, Scott Carter

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