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Funny Apache Errors..
by Doug Hall 10 Sep '09

10 Sep '09

OTRS = Good times.! Installed it about 18 months ago, and has been used full on since.. Database is now 2.2Gb.. The server it WAS on was struggling a little. Now I created a monster server with shed loads of space, power and memory.. Installed Ubuntu 9.04 server, Apache2 with Mod_Perl etc etc.. reinstalled otrs 2.4.4, and move the DB across.. Now I have these few niggly problems.. Sometimes, randomly, when browsing to http://helpdesk/otrs/index.pl/public.pl/customer.pl, it attempts to download the .pl file instead.. Also, I am constantly getting these errors in the apache2 error.log:- [Thu Sep 10 10:56:28 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1559 Millions of them... Any help clearing up the niggles will be most appreciated.. Thanks in advance.. ________________________________ Doug Hall IT Operations Manager Dir Fax Mobile Email +44 (0)1179 303 420 +44 (0)1179 259 954 +44 (0)7966 343 084 dhall(a)com2com.com<mailto:dhall@com2com.com> Committed 2 Communications Ltd 7th Floor, Whitefriars. Lewins Mead. Bristol. BS1 2NT. UK *** PLEASE NOTE CHANGE OF ADDRESS FROM 19th SEPTEMBER 2009 *** 2nd Floor, The Pithay. Bristol. BS1 2HZ. UK General Web +44 (0)1179 303 450 http://www.com2com.com<http://www.com2com.com/> ________________________________ NTT Fundraising is a trading name of Committed 2 Communications Ltd, a UK company offering specialist services to the charity sector in telephone fundraising, as well as recruitment, donor relationship management, direct debit and BACs Bureau services - to name a few. For more information visit www.nttfundraising.co.uk. Unless expressly stated otherwise, this message is confidential and may be privileged. It is intended for the addressee(s) only. Access to this e-mail by anyone else is unauthorised. If you are not an addressee, any disclosure or copying of the contents of this e-mail or any action taken (or not taken) in reliance on it is unauthorised and may be unlawful. If you are not an addressee, please inform the sender immediately. You should carry out your own virus checks before opening any attachment. Registered Office: 7th Floor, Whitefriars, Lewins Mead, Bristol BS1 2NT, United Kingdom Registered In England, Registered Trading Number: 06458746

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Kernel::Output::HTML::LayoutAJAX::JSONQuote
by Glossop, Andrew 10 Sep '09

10 Sep '09

logs show a new error: ][Error][Kernel::Output::HTML::LayoutAJAX::JSONQuote][212] Need Data! anyone know what this might mean? Kind Regards, Andrew Glossop

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how to view all locked tickets ?
by Alexander Halle 10 Sep '09

10 Sep '09

Hi, I search a more convenient way to see all locked tickets. At the moment we use a search template to show all open tickets, then we change to the small view and then we sort by lock status. But unfortunately one can't use the lock state as a search criterion. Workflow : - 1 queue <-> n agents - on average < 30 tickets - on average < 10 locked tickets Situation 1 : We get a user call and want to know if the problem was already reported by another user. (Later we would solve this by assigning tickets to a unique service or device id.) Situation 2 : We want to see how much tickets each agent has locked to balance the work. Can someone give a hint how to extend the search mask or how to create a appropriate search template ? Or has someone even achieved to create a virtual queue or something like this which consists of all locked tickets. I'm sorry, this exceeds my little perl and SQL knowledge so I can't solve this problem by myself at the moment. Regards Alexander Halle -- 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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multilanguage support
by Kovacs Krisztian 10 Sep '09

10 Sep '09

Hi! I'm looking for an easy way to create multilanguage (auto)responses, signatures, Salutations, etc ... Is it possible easily? Thanks Chros

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Re: [otrs] Bulk Customer Email
by Kovacs Krisztian 10 Sep '09

10 Sep '09

On the "Ticket Bulk Action" page, there's a "Note type:" parameter which has a "note-external" value ... (At least in otrs-2.4.4-win-installer-2.0.4.exe, which I am experimenting with :) ) Hoping you have meant this feature ... Greets Krisz > Hi > > I was wondering if there is a way of sending a bulk email to > specifically selected tickets? We are planning create a new queue that > is a beta request for software. However there will be people we do not > wish to participate so we will select them and send a bulk email telling > them that the have been unsuccessful. The present bulk action option > would be great as we could tick the ones we don't want and send a > note....however there is no option to send externally.....is this the > case or am I missing something? Most of these people will not be logged > as customers in the database. > > Cheers > > Jason

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organizing the system for a customer gate frontend
by Kovacs Krisztian 10 Sep '09

10 Sep '09

Hi, dear list members! I'm new to this list (and to the OTRS system :) ). I'm a beginner programmer at a company, and my first job to set up an OTRS with a front-end, like this (sorry, it's in hungarian, but it's not a problem): http://ugyfelkapu.hotdog.hu/ At the beginning, OTRS must handle users only from 1 domain (eg. foo.hu) (later from more domain): So as we see on the mentioned URL, there are predefined: - categories (1. textbox) (eg: registration, login, ...) - subcategories (2. textbox) - under registration: eg: can't login, want to delete myself, ... - under login: password, email address, ... - and sub-subcategories :) The tickets (aprrox. 100-200 email/day) will be handled by only 1 or two agents. How should I set up the OTRS to include all categories in it? How many email address should I use? How many queues should I use? As much as categories (and subs and subs-subs) are ???? The original idea of mine was that the frontend will pull these categories from the database of the OTRS ... :) But it seems too many queues ... Thanks for your answers and your time ! Greets Krisztian

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Automatically update Config Item Incident State
by Arthur de Pauw 10 Sep '09

10 Sep '09

Hello list! We're running OTRS with ITSM which works fine so far. We've added Config Items, which each have an Current Incident State. I'm interested in setting this state by using the SystemMonitoring package. Currently, the SystemMonitoring package already receives and processes mails from our monitoring system. It creates tickets already, but I haven't been able to find a way to set the Incident State of a CI. I thought about posting it to the ITSM mailing list as well, but I think in the end it's probably more of a thing for the GenericAgent or the SystemMonitoring package then that it is for the ITSM module. Thanks in advance, Arthur

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Spanish comunity for OTRS
by Gustavo Azambuja 10 Sep '09

10 Sep '09

In my blog, many Spanish users has commented or asking for help. So, I create one forum to help this people and help OTRS project. If you speak Spanish, and can help, please, post some thing in forum to create a knowledge base. Send this to any user of OTRS in Spanish. OTRS Spanish Comunity - http://soporte-es.co.cc -- Gustavo Azambuja - Linux User: 275813 http://www.twitter.com/gazambuja

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PostMaster Filter
by Gustavo Montes 09 Sep '09

09 Sep '09

Hello, I'm trying to setup a PostMaster Filter but somehow the filter is not working. This is what I'm trying to achieve: - Change the Article Type from "email-external" which is the default to "email-internal" depending on who is sending/receiving the email. This is the way I setup the filter: ---------------------------------------------------------------- Stop after match: No MATCH Header 1 --> To Value --> EMAILADDRESS:email@company.com <EMAILADDRESS%3Aemail(a)company.com> SET Header 1 --> X-OTRS-Article Type Value --> email-internal ---------------------------------------------------------------- The email is always logged as "external-email" regardless of the filter I setup. Do you have any idea and why would a filter not work? Or should I do anything in the configuration enable filters? Thanks, Gustavo

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OTRS Training.
by Shawn Beasley 09 Sep '09

09 Sep '09

Dear List (in case not known), In order to help answer some of the daily questions that are found in the lists. I have taken it upon myself to do some demonstrations of everyday tasks. These are free to watch, download, and criticizes ;) Please have fun watching. http://www.youtube.com/user/diginin1974 -- Shawn Beasley shawn(a)otrs.org Computers make work that one would not have without them go faster!

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