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Re: [otrs] Tickets ReOpening
by Martignier, Philippe 16 Jan '10

16 Jan '10

To do so, just use an admin account, then sysconfig and change that param: PostmasterFollowUpStateClosed: To closed :) 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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escalation times when closing tickets
by Leonardo Certuche 15 Jan '10

15 Jan '10

Hello OTRS list, I wish the best for you all in this new year :) I have the following question regarding escalation times on OTRS::ITSM: When a new ticket is created, corresponding values for escalation_response_time, escalation_update_time, and escalation_solution_time are stored in the ticket table. Once the ticket goes to a closed status, these three values become zero. I would like to keep these values after the ticket is closed so we can include them in our reports. Is it possible? Thanks million, Leonardo Certuche

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Re: [otrs] how to get otrs to move messages automatically
by Gordon O'Brien 15 Jan '10

15 Jan '10

Hi Use the generic agent in the admin section. -----Original Message----- From: Saurabh Pande <saurabh.p(a)directi.com> Sent: 15 January 2010 05:37 PM To: User questions and discussions about OTRS. <otrs(a)otrs.org> Subject: [otrs] how to get otrs to move messages automatically hi, i am in desperate need to know how to get otrs to automatically move messages that match either a subject or a email address to another queue. regards, saurabh pande. --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ ---------------------------------- Inbound email scanned by Mimecast. ---------------------------------- Media Square plc or any of its subsidiary companies may not be held responsible for the content of this email as it may reflect the personal view of the sender and not that of the company. Should you receive this email in error, please notify the sender immediately and do not disclose, copy or distribute it. While Media Square plc scans all outbound emails for viruses, it cannot be held responsible for any infected files that you may receive. Media Square plc advises all recipients to virus scan any file attachments. Media Square Plc | Registered in England No.: 4006884 | Registered Office: 6 York Street, London, W1U 6PL --------------------------------------------------------------------- This email message has been scanned and delivered safely by Mimecast. ---------------------------------------------------------------------

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Unknown column 'sla_id' in 'field list'
by Leonardo Certuche 15 Jan '10

15 Jan '10

Hello people, Starting today we're getting the folllowing errors when trying to move a ticket between queues: Unknown column 'sla_id' in 'field list', SQL: 'UPDATE ticket SET escalation_update_time = ? WHERE id = ?' Unknown column 'sla_id' in 'field list', SQL: 'UPDATE ticket SET freekey6 = ?, freetext6 = ?, change_time = current_timestamp, change_by = ? WHERE Unknown column 'sla_id' in 'field list', SQL: 'UPDATE ticket SET freekey5 = ?, freetext5 = ?, change_time = current_timestamp, change_by = ? WHERE Unknown column 'sla_id' in 'field list', SQL: 'UPDATE ticket SET freekey2 = ?, freetext2 = ?, change_time = current_timestamp, change_by = ? WHERE Unknown column 'sla_id' in 'field list', SQL: 'UPDATE ticket SET freekey1 = ?, freetext1 = ?, change_time = current_timestamp, change_by = ? WHERE Unknown column 'sla_id' in 'field list', SQL: 'UPDATE ticket SET escalation_time = ? WHERE id = ?' Unknown column 'sla_id' in 'field list', SQL: 'UPDATE ticket SET escalation_solution_time = ? WHERE id = ?' Unknown column 'sla_id' in 'field list', SQL: 'UPDATE ticket SET escalation_response_time = ? WHERE id = ?' Has anyone faced the same issue? Any help on how to solve it is much appreciated Thanks, Leonardo Certuche

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how to get otrs to move messages automatically
by Saurabh Pande 15 Jan '10

15 Jan '10

hi, i am in desperate need to know how to get otrs to automatically move messages that match either a subject or a email address to another queue. regards, saurabh pande.

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Ticket escalation on reopen
by Axel Christ 15 Jan '10

15 Jan '10

Hi everyone, I have an escalation issue which I don't understand, I hope someone can give me a hint. I have an escalation time of e.g. 24 hours. I get a ticket, I reply to it and thereby set the state to closed. A year later someone replies to this mail. The ticket is open again and immediately escalates. Why? I would expect to get a fresh 24 hours. Mit freundlichen Grüßen / With kind regards Axel Christ

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Bug with Ticket::Frontend::AgentTicketCompose###StateDefault:
by Martignier, Philippe 15 Jan '10

15 Jan '10

Hi there, This parameter should force the next ticket state when composing an answer. Ticket::Frontend::AgentTicketCompose###StateDefault: works only for the first answer. If more than answer exist, the next ticket state will always be open. ... 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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Empty mails deleted
by monotek＠gmx.net 15 Jan '10

15 Jan '10

Hello List. Im using OTRS 2.4.6. I just got some errors from cron: "Message: POP3: Can't process mail, email no 1 is empty!" Unfortunately this mails are not saved in /opt/otrs/var/spool. Im afraid to loose mails of my customers. Does somebody else have this error? I already created a bug for this issue: http://bugs.otrs.org/show_bug.cgi?id=4739 This is the full error message: ERROR: OTRS-PMAccount-10 Perl: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 Message: POP3: Can't process mail, email no 1 is empty! Traceback (26626): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: main::Fetch (v1.10) Line: 181 Module: /opt/otrs//bin/PostMasterMailbox.pl (v1.10) Line: 94 ERROR: OTRS-PMAccount-10 Perl: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 Message: POP3: Can't process mail, email no 2 is empty! Traceback (26626): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: main::Fetch (v1.10) Line: 181 Module: /opt/otrs//bin/PostMasterMailbox.pl (v1.10) Line: 94 ERROR: OTRS-PMAccount-10 Perl: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 Message: POP3: Can't process mail, email no 3 is empty! Traceback (26626): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: main::Fetch (v1.10) Line: 181 Module: /opt/otrs//bin/PostMasterMailbox.pl (v1.10) Line: 94 ERROR: OTRS-PMAccount-10 Perl: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 Message: POP3: Can't process mail, email no 4 is empty! Traceback (26626): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: main::Fetch (v1.10) Line: 181 Module: /opt/otrs//bin/PostMasterMailbox.pl (v1.10) Line: 94 ERROR: OTRS-PMAccount-10 Perl: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 Message: POP3: Can't process mail, email no 5 is empty! Traceback (26626): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: main::Fetch (v1.10) Line: 181 Module: /opt/otrs//bin/PostMasterMailbox.pl (v1.10) Line: 94 ERROR: OTRS-PMAccount-10 Perl: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 Message: POP3: Can't process mail, email no 6 is empty! Traceback (26626): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: main::Fetch (v1.10) Line: 181 Module: /opt/otrs//bin/PostMasterMailbox.pl (v1.10) Line: 94 ERROR: OTRS-PMAccount-10 Perl: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 Message: POP3: Can't process mail, email no 7 is empty! Traceback (26626): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: main::Fetch (v1.10) Line: 181 Module: /opt/otrs//bin/PostMasterMailbox.pl (v1.10) Line: 94 ERROR: OTRS-PMAccount-10 Perl: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 Message: POP3: Can't process mail, email no 8 is empty! Traceback (26626): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: main::Fetch (v1.10) Line: 181 Module: /opt/otrs//bin/PostMasterMailbox.pl (v1.10) Line: 94 ERROR: OTRS-PMAccount-10 Perl: 5.10.0 OS: linux Time: Fri Jan 15 13:41:26 2010 Message: POP3: Can't process mail, email no 9 is empty! Traceback (26626): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: main::Fetch (v1.10) Line: 181 Module: /opt/otrs//bin/PostMasterMailbox.pl (v1.10) Line: 94 ERROR: OTRS-PMAccount-10 Perl: 5.10.0 OS: linux Time: Fri Jan 15 13:41:26 2010 Message: POP3: Can't process mail, email no 10 is empty! Traceback (26626): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: main::Fetch (v1.10) Line: 181 Module: /opt/otrs//bin/PostMasterMailbox.pl (v1.10) Line: 94 -- Mit freundlichen Grüssen y monotek(a)gmx.net

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Office 2007 Documents Open As Zip Files
by Hunter, David 15 Jan '10

15 Jan '10

Hi all, I'm running OTRS on Open Suse 11.1 and I'm having an issue with opening Office 2007 from OTRS. When we try and open a document it opens as a ZIP file. This seems to be an issue related to the mime settings and I've tried adding the following to the /etc/mime.types file however this hasn't resolved the issue:- application/vnd.openxmlformats docx pptx xlsx And also application/vnd.ms-word.document.macroEnabled.12 .docm application/vnd.openxmlformats-officedocument.wordprocessingml.document docx application/vnd.openxmlformats-officedocument.wordprocessingml.template dotx application/vnd.ms-powerpoint.template.macroEnabled.12 potm application/vnd.openxmlformats-officedocument.presentationml.template potx application/vnd.ms-powerpoint.addin.macroEnabled.12 ppam application/vnd.ms-powerpoint.slideshow.macroEnabled.12 ppsm application/vnd.openxmlformats-officedocument.presentationml.slideshow ppsx application/vnd.ms-powerpoint.presentation.macroEnabled.12 pptm application/vnd.openxmlformats-officedocument.presentationml.presentatio n pptx application/vnd.ms-excel.addin.macroEnabled.12 xlam application/vnd.ms-excel.sheet.binary.macroEnabled.12 xlsb application/vnd.ms-excel.sheet.macroEnabled.12 xlsm application/vnd.openxmlformats-officedocument.spreadsheetml.sheet xlsx application/vnd.ms-excel.template.macroEnabled.12 xltm application/vnd.openxmlformats-officedocument.spreadsheetml.template xltx The issue only seems to be related to Internet Explorer as Firefox and Chrome work okay. I've also tried adding the OTRS web address as a Trusted Site within IE but this hasn't resolved the issue either. Has anybody else had the same problem? If so how did you resolve? Any help will be much appreciated. Regards, David Hunter

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After Configuring IIS with PerlEx, not able to make changes in Sysconfig :(
by Arpit2 G 15 Jan '10

15 Jan '10

Hello Everyone, I am running otrs 2.4.5 on windows 2008. Yesterday I configured my IIS 7 with PerlEx, OTRS application is running fine, Speed is also improved but i am facing one strange problem - I am not able to make any changes in sysconfig, changes are not being saved. Even when i click on "New" button to add a new field in any config file, only the page gets refreshed nothing happened :( After this I again switched back to normal Perl (Without PerlEx), Everything is working fine. Please guide me what mistake i am doing here. I have followed this blog to configure PerlEx: http://blogs.iis.net/wadeh/archive/2009/04/13/running-perl-on-iis-7.aspx Regards A G =====-----=====-----===== 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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