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Sending notification to multiple email address
by Darshak Modi 22 Mar '16

22 Mar '16

Hello, I want to send ticket notification to customer but on multiple email ids. One is his email id, another is used for sms. I tried keeping 2 email ids in Email details of customer creation, It sends email but the customer can see to: id as both email addresses. I am using email2sms so I don't want both ids to be visible in to: fields , when customer receives the email. Is there any other way to send sms notification to customer on their ticket creation/change? --

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GenericTicketConnector ignoring "<ContentSearch>OR</ContentSearch>" in full text search,
by Erwin Sterrenburg 21 Mar '16

21 Mar '16

Hello, When using the GenericTicketConnector's ticket search functionality, it appears as if the "OR" setting for ContentSearch is not being honored. For instance, a SOAP request of the following nature: <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns="http://www.otrs.org/TicketConnector/"> <soapenv:Header/> <soapenv:Body> <TicketSearch> <UserLogin>username</UserLogin> <Password>password</Password> <Body>test</Body> <Subject>test</Subject> <ContentSearch>OR</ContentSearch> </TicketSearch> </soapenv:Body> </soapenv:Envelope> Only returns the tickets which have the string "test" both in their body AND in their subject. See https://github.com/ewsterrenburg/python-otrs/issues/10 for more details on tests performed. I have tested this against OTRS 4.0.15. I don't know what version Jonas Friedmann has used for his test. * Is this a bug indeed or am I doing something wrong accessing the GenericTicketConnector? * Is this a known issue (at least I am not able to find it on http://bugs.otrs.org )? * If not, would I be able to report a bug or is http://bugs.otrs.org strictly moderated? Thanks in advance, Erwin Sterrenburg This email and any attachments are intended solely for the use of the addressee(s); disclosure or copying by others than the intended person(s) is strictly prohibited. If you have received this email in error, please treat this email as confidential, notify the sender and delete all copies of the email immediately

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Ticket type translation not working anymore on OTRS5
by Finetti, Stefano 21 Mar '16

21 Mar '16

Hi, On OTRS 4, even if it wasn't officially supported, there was a way to translate ticket types modifying the file AgentTicketPhone.tt (for Phone tickets) adding a "Translate" around Data.Strg. On OTRS 5, the same modification (I have the AgentTicketPhone.tt file in Custom/Kernel/Output/HTML/Templates/Standard as it is expected to be), seems to have no effect at all. My translation file is still there, and it works for any other customization except this one. -- *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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Customer name tag on Closed ticket notification
by Placide Lysias NJAMI 21 Mar '16

21 Mar '16

Hello, We have a problem with the "Closed Ticket" notification. Below is what we have in our config : Hello <OTRS_NOTIFICATION_RECIPIENT_UserFirstname>, A Ticket from <OTRS_CUSTOMER_REALNAME> regarding "<OTRS_TICKET_Title>" has been closed ! ----------------------------- Related Incident : Subject: " <OTRS_CUSTOMER_SUBJECT[30]> " From: <OTRS_TICKET_CustomerUserID> Ticket Status: <OTRS_TICKET_State> Ticket Responsible: <OTRS_TICKET_RESPONSIBLE_UserFirstname> <OTRS_TICKET_RESPONSIBLE_UserLastname> ------------------------------ Please don't reply to this message unless for some reason you do not feel this ticket needs to be closed. But when and agent receive this notification, The customer name did not appear. Which tag shall we use to make the "Customer name" appear? See below what an agent used to receive: Hello Placide, A Ticket from regarding "" has been closed ! ----------------------------- Related Incident : Subject: " No Subject " From: - Ticket Status: closed successful Ticket Responsible: Edmund OPPONG OFORI ------------------------------ Please don't reply to this message unless for some reason you do not feel this ticket needs to be closed. Regards,

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OTRS Special Characters
by John O'Neill 18 Mar '16

18 Mar '16

Hi We have OTRS 5 in place at the moment, all is working well except for when we receive emails in from certain users who have the following footer in their emails *Kind Regards / Mit **freundlichen Grüßen / **Freundliche **Grüße** / **Saludos cordiales / **Saygılarımla / **Cordialement* Were working on the assumption that the issue has something to do with the character set, our database is working in UTF8, with the following settings in my.cnf [client] default-character-set=utf8 [mysqld] character-set-server=utf8 The show variables statement shows the following SHOW VARIABLES LIKE "character_set_%"; +--------------------------+----------------------------+ | Variable_name | Value | +--------------------------+----------------------------+ | character_set_client | utf8 | | character_set_connection | utf8 | | character_set_database | utf8 | | character_set_filesystem | binary | | character_set_results | utf8 | | character_set_server | utf8 | | character_set_system | utf8 | | character_sets_dir | /usr/share/mysql/charsets/ | +--------------------------+----------------------------+ So it seems that everything is set to be UTF8 and as such should be able to handle the different character sets. Every time we get a mail in with the special characters we get the following error "There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: [Thu Feb 11 22:24:12 2016] otrs.Daemon.pl: DBD::mysql::db do failed: Incorrect string value: '\xC4\xB1lar\xC4...' for column 'a_body' at row 1 at /opt/otrs/Kernel/System/DB.pm line 449." I have run out of ideas now and was wondering if anyone might be able to suggest where I could go next, we are running otrs 5.0.3-01 on CentOS release 6.7 (Final) Many thanks, John

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OTRS 5 - Agent Queue small view - how to make subject equal to medium view?
by Edson Richter 16 Mar '16

16 Mar '16

Dear friends, Can you help me getting the "subject" shown in Small view to be the same Article Title as shown in Medium view? I mean, in Medium View I see the "Article title" instead the last subject from customer's feedback. Seems that "small" view shows the latest message subject (and has no option for the Article title), whereas our help desk team would prefer to use the Article Title. I suspect that I'll have to change some template, but I'm not sure where and how. Thanks in advance, -- Atenciosamente, Edson Carlos Ericksson Richter

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Layout strange behavior in output
by Finetti, Stefano 16 Mar '16

16 Mar '16

Hello everyone, I must confess I'm a bit lost with something that never happened before with other customizations I've done in OTRS. I'm trying to create a module for OTRS 4 to help my colleagues work with our AS400 systems. Nothing very strange, just a new menu to be used to check various informations about the systems. I'm not completely new to OTRS customizations, and I've managed to create some custom module using LayoutObject, DBObject and so. This is not a code problem, or at least, not an easy one to spot. When I access the page I created, I got the output correctly formatted from the query I run on an external DB, and, - and this is the problem - a long string just below the navigation menu containing a sequence of numbers, that I've identified with the number of records that my queries get. The absolutely strange thing is that I didn't put ANY print, echo or something like that in the code, and that all the output is directed through LayoutObject->Block with name and data. The template files has the correct names for RenderBlockStart and Stop and [% Data.Variables | html %] Section. In fact, inside the RenderBlocks all the output is fine. Since it's quite difficult even to explain the problem, I made a screenshot of what I'm talking about. [image: Immagine incorporata 1] I've filtered out the output for privacy, but here is the strange output just below "Dashboard". I'm not using any customized layout (i.e. no files in Output/HTML/, only .tt files in Output/HTML/Standard/). This has been haunting me for days now, without any luck. -- *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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Statistics - Reopened Tickets
by DHilsbos＠performair.com 15 Mar '16

15 Mar '16

All; In the statistics function of OTRS is it possible to get a list of the tickets that were re-opened within some time period? Thank you, Dominic L. Hilsbos, MBA, CSDA Director - Information Technology Perform Air International Inc.

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Address book
by claude 15 Mar '16

15 Mar '16

Hi, Can I create a address book with external address ? Frequently I have to send messages to the same emails addresses. Thanks and regards Claude

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Can't cache: StatID 14
by Lindley, Lars 14 Mar '16

14 Mar '16

Hi all, My syslog keeps getting these two messages once every hour. Mon Mar 14 13:05:17 2016 error OTRS-otrs.Console.pl-Maint::Stats::Dashboard::Generate-62 There was an error executing Execute() in Kernel::System::Console::Command::Maint::Stats::Dashboard::Generate: ERROR: OTRS-otrs.Console.pl-Maint::Stats::Dashboard::Generate-62 Perl: 5.10.1 OS: linux Time: Mon Mar 14 13:05:17 2016 Mon Mar 14 13:05:17 2016 error OTRS-otrs.Console.pl-Maint::Stats::Dashboard::Generate-62 Can't cache: StatID 14 has no time period, so you can't cache the stat! I'm using OTRS 5 update 7 but we also got similar messages before updating from 3.3.8. (then it was sent from cron, now the daemon) I can't find what this StatID 14 is. Can anyone share some insight? Regards, Lars

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