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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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FW: OTRS Scheduler Daemon Cron: MailAccountFetch
by DHilsbos＠performair.com 11 Mar '16

11 Mar '16

All; I'm receiving several of the below emails every day. From: Dominic Hilsbos Sent: Tuesday, March 08, 2016 7:13 PM To: Dominic Hilsbos Subject: Undeliverable: OTRS Scheduler Daemon Cron: MailAccountFetch <Local Exchange Server> rejected your message to the following e-mail addresses: root@localhost <Local Exchange Server> gave this error: Hop count exceeded - possible mail loop A problem occurred during the delivery of this message. Please try to resend the message later. If the problem continues, contact your helpdesk. Diagnostic information for administrators: Generating server: performair.com root@localhost <Local Exchange Server> #554 5.4.6 Hop count exceeded - possible mail loop ## Original message headers: <Lots of headers deleted> Received: from otrs.performair.com (<OTRS Local IP Address>) by <Local Exchange Server> (192.168.150.22) with Microsoft SMTP Server id 14.3.248.2; Tue, 8 Mar 2016 18:10:42 -0700 Content-Type: text/plain; charset="utf-8" Content-Disposition: inline Content-Transfer-Encoding: quoted-printable MIME-Version: 1.0 Subject: OTRS Scheduler Daemon Cron: MailAccountFetch X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) X-Mailer: OTRS Mail Service (5.0.5) Date: Tue, 8 Mar 2016 18:10:46 -0700 Message-ID: <1457485846.16460.3115273592(a)otrs.performair.com> To: <root@localhost> Organization: McGown Enterprises From: OTRS Notifications <otrs(a)otrs.performair.com> Return-Path: otrs(a)otrs.performair.com X-TM-AS-Product-Ver: SMEX-11.1.0.1239-7.500.1018-22178.006 X-TM-AS-Result: No--0.464500-5.000000-31 X-TM-AS-User-Approved-Sender: No X-TM-AS-User-Blocked-Sender: No How can I configure OTRS to either not send whatever this email is, or to send it correctly (i.e. from a proper email address, and to a proper email address)? This behavior just started a couple days ago, though we've been running OTRS for several months. I upgrade OTRS from 5.0.5 to 5.0.7 last night, but received 4 more of these this morning. Thank you, Dominic L. Hilsbos, MBA, CSDA Director - Information Technology Perform Air International Inc.

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FW: {Spam not delivered} Important Tax Information For ROYAL ARABIANS LLC Account Ending In 2808
by DHilsbos＠performair.com 10 Mar '16

10 Mar '16

Please release the below email. Dominic L. Hilsbos, MBA, CSDA Director - Information Technology Perform Air International Inc. -----Original Message----- From: MailScanner [mailto:itmanager@performair.com] Sent: Thursday, March 10, 2016 6:45 AM To: Dominic Hilsbos Subject: {Spam not delivered} Important Tax Information For ROYAL ARABIANS LLC Account Ending In 2808 Our UCE (spam) detectors have been triggered by a message you received:- From: merchantsupport(a)merchants-help.com Subject: Important Tax Information For ROYAL ARABIANS LLC Account Ending In 2808 Date: Thu Mar 10 13:44:42 2016 This message has not been delivered. The detectors that were triggered are spam, SpamAssassin. The message to you has been detected as spam based on either its contents or the mail server which sent the message to us, or both. We do not accept unsolicited commercial (spam) e-mail and actively work to stop it. If you have any questions about this, or you believe you have received this message in error, please contact the site system administrators. Your system administrators will need the following information: Server name: Mailborder (mail02.mcgown.enterprises) Message id: 6AAE940440.A4481 Date code: 20160310 -- MailScanner Email Virus Scanner Mailborder Systems www.mailborder.com

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Multiple customer company backends
by Finetti, Stefano 10 Mar '16

10 Mar '16

Hi, I know that OTRS supports mutiple backends for Customer Users (mapping them on Config.pm). Is this valid also for Customer Company? So to speak, can I put into Config.pm $Self->{CustomerCompany} = { Params => { ...... and $Self->{CustomerCompany*1*} = { Params => { ..... etc. etc.? Thanks -- *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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Modify Ticket Close State
by DHilsbos＠performair.com 09 Mar '16

09 Mar '16

All; I had a technician close a ticket with a state of "closed unsuccessful," when in fact it should have been "closed successful." Where can I go in the tables to change that? Thank you, Dominic L. Hilsbos, MBA, CSDA Director - Information Technology Perform Air International Inc.

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CUSTOMER LOGIN PAGE
by André Cavalcante 09 Mar '16

09 Mar '16

Hi there, Can I write a message on the CUSTOMER LOGIN page? Please see the attached image. -- *André Luiz C. e Cavalcante*

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Disable display of non valid customers in Customer Information Search
by Finetti, Stefano 07 Mar '16

07 Mar '16

Hi, I'm trying to figure out how to avoid that non-valid customers are displayed when searching through Customer Information Center modal window. Even If I set a customer as non valid, it will show up in search window, which is something that shouldn't happen, because it leads to confusion of the agents. However, I didn't find any specific configuration voice in Sysconfig, so I guess I'll have to customize AgentCustomerInformationCenterSearch.pm file, am I wrong? -- *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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ZoomTimeline OTRSBusiness feature
by Juan Manuel Clavero Almirón 02 Mar '16

02 Mar '16

Hi all, just out of curiosity, what is the ZoomTimeline OTRSBusiness feature? I've seen references in the code but none in the otrs solutions page. Kind regards, Juan Clavero

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Modules and Config.pm
by Finetti, Stefano 26 Feb '16

26 Feb '16

Hi, I was just reading (again) OTRS Developer Manual and Api References, and it struck me that from OTRS 4 (i promise, I never realized it before), there is no mention of Kernel/Config.pm file anymore. Given the fact that If I remove the Config.pm file I'm pretty sure nothing will work anymore, I was wondering why any word about that file just disappeared from Developers manual. I understand that there is still mention of it in the Admin manual, so it HAS to be used in OTRS configuration. The fact is that there is no documentation as if this file can be somewhat modified with an external module, and I'm a bit dubious about this possibility. I'm writing a custom module that adds two widgets to the Customer Information Center company overview. That part is the easiest, and it works flawlessly reading the custom database tables and so. BUT. In order to store those specific informations for a specific customer, I had to edit the customer_company table adding some fields at the end. The problem is that if I don't edit the Config.pm files, adding those field in the Customer Company Array, there is no way to show them in the Company creation form. I'm open to suggestions: do you think it would be better to avoid tampering with the customer_company table and create a new, dedicated table with company_id, my_module_id, thus changing only the template files in order to read and save my module data? -- *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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Is it possible to change OTRS's default behaviour of locking a ticket when agent sends an email?
by Stanford, Philip N. 25 Feb '16

25 Feb '16

Hi We've been discussing some changes in our help-desk workflow which we may want to implement as part of a forthcoming move to OTRS 5, from 3.0 The normal OTRS behaviour for a ticket created from an incoming mail is for it to remain 'new' and 'unlocked' until an agent replies to the customer. At that stage, the ticket becomes 'open' and 'locked', and the owner is changed to the current agent who has replied. For reasons that may possibly make sense for us, we're wondering if there's any way to disable that default behaviour, so that tickets will remain in a 'new', 'unlocked' state until specifically assigned an owner. Is this something that's possible? I have had a search in SysConfig options for 5.0 but can't see anything that seemed relevant. Regards Phil ________________________________ This message (and any attachments) is for the recipient only. NERC is subject to the Freedom of Information Act 2000 and the contents of this email and any reply you make may be disclosed by NERC unless it is exempt from release under the Act. Any material supplied to NERC may be stored in an electronic records management system. ________________________________

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