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OTRS 3.3
by Scott R. Morgan 25 Apr '16

25 Apr '16

I am running OTRS 3.3 and everything has been running well for over 2 years now. Today, I had to update my POSTMASTER email password. After that change, every time I reply to a ticket and click submit, I am prompted by Firefox browser to download index.pl. In chrome, the reply to window goes to an all white screen and hangs instead of closing and going the underlying ticket details browser screen. The data is getting posted to the system. What could be causing this issue? Thank you! "Good judgment comes from experience. Experience comes from bad judgment." - Will Rogers Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group

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Upgrade failure with ITSM 3.3.5 --> 4.0.16
by Jan.Dreyer＠bertelsmann.de 25 Apr '16

25 Apr '16

Hi @ll. I already posted this on otterhub <http://forums.otterhub.org/viewtopic.php?f=62&t=32107>, but I thought the audience may be bigger when writing to you, too: I'm facing the following problem when trying to upgrade our OTRS-ITSM from 3.3.5 to 4.0.16: We are using some change_freetext fields for storing Meta information about a change. When upgrading our test system the extra fields vanished. I assume they should get migrated like the old freetext fields in OTRS 3.0, but nothing: neither the old freetext fields exist in the database, nor a corresponding dynamic field. Is this a known issue? I couldn't find anything in web- or forum search. Anyone her who is able to help with a hint to the right direction, so I don't have to dig into the code of the migration scripts?! Jan

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OTRS 5 for Production
by Sujeeva Tissaarachchi 24 Apr '16

24 Apr '16

Dear Friends, I have just installed OTRS 5 (Free Version) and planning to use it for production of 1500 users (customers) and 35 agents. Configurations: Cent OS on VM RAM 6GBMySQL With your experience, how would you predict the performance in my production? Will it be practical for me to use it successfully in production? Thanks, Sujeeva

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Error with package FAQ after upgrade Otrs5 patch 6 to 9
by Juan Carlos Ruiz 22 Apr '16

22 Apr '16

Hi I upgrade Otrs5 to avoid the error/issue "Internal Server Error", I follow all steps described on the documentation, but when I try to see my page, I get a error. I review the error and is because I don't have installed the FAQ package on the new version patch9. Any idea how to disable this package or installed on command line? I try but all doc found is old and describe a .pl that is not on the current version of otrs5 patch9. Also get a error on Permission Denied on Log.pm. Im on Centos 7 server. On the Log I have ERROR: OTRS-CGI-01 Perl: 5.16.3 OS: linux Time: Fri Apr 22 16:41:22 2016 > Message: Module Kernel/System/Stats/Static/FAQAccess.pm not in @INC > (/usr/Custom /usr/Kernel/cpan-lib /usr /usr/sbin/../../Custom > /usr/sbin/../../Kernel/cpan-lib /usr/sbin/../.. /opt/otrs/Custom > /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/local/lib64/perl5 > /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl > /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 . /etc/httpd) > RemoteAddress: 192.168.0.131 > RequestURI: /otrs/index.pl > Traceback (12502): > Module: Kernel::System::Stats::GetObjectBehaviours Line: 1131 > Module: Kernel::System::Stats::StatsGet Line: 272 > Module: Kernel::System::Stats::StatsListGet Line: 750 > Module: Kernel::Modules::AgentDashboardCommon::Run Line: 59 > Module: Kernel::System::Web::InterfaceAgent::Run Line: 1056 > Module: > ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler > Line: 40 > Module: (eval) (v1.99) Line: 207 > Module: ModPerl::RegistryCooker::run (v1.99) Line: 207 > Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173 > Module: ModPerl::Registry::handler (v1.99) Line: 32 > [Fri Apr 22 16:41:22.511649 2016] [:error] [pid 12502] [Fri Apr 22 > 16:41:22 2016] -e: Permission denied at /opt/otrs//Kernel/System/Log.pm > line 279.\n Thanks

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Statistics on SLA Breach
by Sujeeva Tissaarachchi 19 Apr '16

19 Apr '16

Dear Friends, I am using OTRS 5. These days I am trying to get statistics on SLA beached tickets. I have following two issues: 1. Closed tickets do not display in the statistics. How can I get it it enabled?2. I am using a calendar with 8 to 5 working time for SLA. But it shows as SLA breached even for out of office time Best Regards, Sujeeva Tissaarachchi

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Upgrade
by Tornoci Laszlo 19 Apr '16

19 Apr '16

Hi, I installed a 5.0.4 system a few weeks ago. If I logged in to the web interface as admin, I got a number of warnings about the new versions (5.0.5 to 5.0.10). So today I upgraded the system to 5.0.10 (skipping 5.0.5-5.0.9) using the web interface. Everything went fine, but since then I still get warnings about the availability of versions 5.0.5-5.0.9. Why am I getting that if my system is 5.0.10? Is it a problem that I skipped the intervening versions? If yes, what should I do now? Or should I just disregard the warnings? Yours: Laszlo

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CustomerID used in customer email, email bounced
by Finetti, Stefano 19 Apr '16

19 Apr '16

Hi, I have this problem since otrs 4.x, and it is still here, but I don't know if it is something in my configuration. here is the problem: when you create a new external email, if you add a customer user via the Address Book, it writes the address as "Customer Name" <customer@email customer_id>. As you can see, there is the "customer_id" inside the <>, with the result that the email is sent to customer@emailcustomer_id which is nonexistant and bounces back. I never understood why this happens. -- *Lynx International Srl* *Stefano Finetti* *http://www.lynx-international.com <http://www.lynx-international.com>* *Lynx International Srl is a part of AXED Group* Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.

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OTRS notification mail problem
by Rose Dowson 15 Apr '16

15 Apr '16

Hi, I have a problem with "ticket owner update notification". The agent receive many mails for just one ticket. So I think I have a problem with my OTRS server. Do you have any ideas? Thank you for the help. Best Regards,

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Module Kernel/Output/HTML/OutputFilterTextAutoLink.pm not in @INC?
by Ralf Hildebrandt 14 Apr '16

14 Apr '16

After upgrading from 4.0.16 to 5.0.9 I encountered this error: Module Kernel/Output/HTML/OutputFilterTextAutoLink.pm not in @INC (/opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.18.2 /usr/local/share/perl/5.18.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.18 /usr/share/perl/5.18 /usr/local/lib/site_perl . /etc/apache2) which I could easily fix by disabling the option in the config. But: What replaces OutputFilterTextAutoLink in 5.0.x? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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Mail To Ticket Issue
by Saleh Ghaleb 14 Apr '16

14 Apr '16

Hi All, We are trying to integrate Microsoft Outlook with OTRS through an Outlook Add-in, In our soution Outlook will have a special form that resembles OTRS's new ticket form and the data sent to otrs through email. Everything works OK, form is shown in Outlook , Email sent correctly, OTRS can fetch the email, BUT the X-OTRS-* headers are missing. Am sure it is included in the email, I tried sending the email to other destinations and checked the headers are there but OTRS can not read/parse the headers from Outlook/Exchange. Any thoughts about this? Thanks, Saleh

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