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FAQ and OTRS 2.2.x
by Eric Boudrand 07 Jan '10

07 Jan '10

Hello, We are using OTRS 2.2.7 and FAQ module 1.3.3. When I go into FAQ history and I click on a FAQ number I have the following message : ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Thu Jan 7 14:58:40 2010 Message: Permission denied! Traceback (8980): Module: Kernel::Modules::AgentFAQ::Run (v1.12.2.1) Line: 1010 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 204 Module: ModPerl::RegistryCooker::run (v1.81) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 It seems I do not have the correct permission. How can I know what type of user I should be ? Regards. Eric Boudrand

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2.4.5. : how to make the character size bigger when printing tickets ?
by Martignier, Philippe 07 Jan '10

07 Jan '10

Hi there, My users would like to improve the quality of the printing of tickets by making the char size bigger for the text of the ticket. The text is a bit smaller than everything on the print. Thanks for any input Greetings 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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2.4.5. : Feature wanted: verify an attachment before sending the response
by Martignier, Philippe 07 Jan '10

07 Jan '10

Hi there, When you attach some documents in an answer of a ticket, you may want to verify that the attached file is correct. (ala Outlook) We have a delete button, but no view button (or hyperlink on the text of the attachment) Do you think that feature could be developed? 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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2.4.5. : LDAP connection and ? becomes ??
by Martignier, Philippe 07 Jan '10

07 Jan '10

Precision my message got truncated with some ? ? = e with an accent ?? = two characters (one A with a little wave on it followed by the c for copyright) No I smoked nothing this morning! -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: jeudi, 7. janvier 2010 10:10 To: otrs(a)otrs.org Subject: otrs Digest, Vol 16, Issue 26 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. 2.4.5. : LDAP connection and ? becomes ?? (Martignier, Philippe) 2. OTRS add new notification (Thantzin Bo) 3. 2.4.5 : html not properly pasted (Martignier, Philippe) 4. Re: OTRS add new notification (Marco Vannini) 5. Re: Bug #4433 remains unfixed, despite status = Resolved? (Sourabh Sarwate) ---------------------------------------------------------------------- Message: 1 Date: Thu, 7 Jan 2010 09:12:42 +0100 From: "Martignier, Philippe" <philippe.martignier(a)wipo.int> Subject: [otrs] 2.4.5. : LDAP connection and ? becomes ?? To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> Message-ID: <6F31DC7EBC4465428DB5706F309DBB13064F5DC84A(a)ICCV101C.gms02.unicc.org> Content-Type: text/plain; charset="iso-8859-1" Hi there, My users are on another database, linked via LDAP connection Users with ? (or accents) become strange when imported into OTRS (for ? it becomes ??) All texts, subjects and other fields with accents are correctly replicated in OTRS (text from email ==> text in the ticket = ok, ...) So it is linked to the way the database fields are imported via this LDAP connection ... Any idea ? Thanks in advance Have a nice day 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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Bug #4433 remains unfixed, despite status = Resolved?
by Mike Morris 07 Jan '10

07 Jan '10

I've just realized that my OTRS system is defaulting to "closed successful" whenever an Agent replies with a Response Template, including the default "Empty Answer" one. After much troubleshooting I found the problem, and searched Bug DB... found it has been reported multiple times. Bug 4433 reports being the fix, by modifying "Kernel/Modules/AgentTicketCompose.pm" to new rev 1.81.2.3. However, when clicking the provided link to view 1.81.2.3 of AgentTicketCompose.pm, the faulty code is still present. (An if/else structure that causes the passed StateID to always be the next state, as opposed to the state defined in DefaultState parameter.) I am not a registered user and am not sure that 1.81.2.3 is actually the latest version, but I want to make sure the fix is in 2.4.6. The bug description claims 1.81.2.3 contains the fix - it doesn't look like it does. (The suggested fix works on my system.) Is this a cvs commit error, or do I misunderstand? Thanks in advance, MikeM

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OTRS add new notification
by Thantzin Bo 07 Jan '10

07 Jan '10

Hi, I want to add new notification to agent which is not include in the (Admin ---- notification management ) Triger will be Ticket close and send notification to agent . Can any one tell me how to do it , I tried to find add new rule in "notification management" but there is none. thank you

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2.4.5 : html not properly pasted
by Martignier, Philippe 07 Jan '10

07 Jan '10

Hi there, I have examples where agents copy html from internal softwares and paste (part of screen) in a ticket ... The paste is done but is not as perfect as in Word for example. Is there a way to parameter this? For example in the paste I have the table with the text, some pictures But I don't have ALL pictures (for examples icons are not taken) and I don't have colors in the table ... Thanks for any help 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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07 Jan '10

Hi there, My users are on another database, linked via LDAP connection Users with é (or accents) become strange when imported into OTRS (for é it becomes Â©) All texts, subjects and other fields with accents are correctly replicated in OTRS (text from email ==> text in the ticket = ok, ...) So it is linked to the way the database fields are imported via this LDAP connection ... Any idea ? Thanks in advance Have a nice day 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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how to limit customer queue
by Krasznay László 07 Jan '10

07 Jan '10

Hi all! I found the way to limit the customer to only one queue. The problem is the customer still have to chose from queue list. Is it possible to remove the whole option and put all tickets from web interface to the RAW queue? Thanks! Laszlo

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adding modules to apache2-perl-startup.pl ?
by Alexander Halle 07 Jan '10

07 Jan '10

Hello, does someone know the answer to this old, open question ? Thanks in advance. Alexander -------- Original-Nachricht -------- Date: Tue, 01 Dec 2009 20:39:47 +0100 From: Alexander Halle <ahalle-otrs(a)radprax.de> To: User questions and discussions about OTRS. <otrs(a)otrs.org> Michiel Beijen wrote : [...] > Also, in the apache2-perl-startup.pl, you should/could add any modules > for packages that you have installed, such as FAQ or ITSM. Hi Michiel, I wasn't aware of this yet, I guess it's for speed. Could you please give an example, e.g. for the FAQ module ? All I could find is an old unanswered posting : http://lists.otrs.org/pipermail/otrs/2008-August/024183.html Thanks in advance. Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de

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