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how to see all open tickets assigned to me?
by Alan McKay 09 Sep '09

09 Sep '09

OK, we are in production - and oddly enough I never looked into this before. It is not obvious to me (or anyone else) how to see all open tickets assigned to me! That should be in the dashboard, no? How can I add it there? -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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WYSIWYG broken in Safari
by Lars Jørgensen 09 Sep '09

09 Sep '09

Hi, Sorry for dropping out of the group for so long, but things got hectic at the office. I'm currently testing out 2.4.4 and while it is a tremendous improvement in many areas, I have one glitch holding me back from upgrading our production environment. When you reply to a ticket using the new WYSIWYG editor in Safari (on Mac, haven't tested it on Windows), all quoted text is lost. You can see it in the editor, but it is not included in the mail that is actually sent out. Is this a known bug? -- Lars

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A bit problem in the implementation
by Carlos Navarro 09 Sep '09

09 Sep '09

Hello People, We are using OTRS but we have some problems: Our company has people working in three countries. First of all that means we have three timezones, three different set of holidays and theree different bussiness hours. We need the system to reflect this situation, how do we do this if it's possible? Thanks in advance Carlos Navarro

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POP3S Support in 2.4
by Daniel Powell 09 Sep '09

09 Sep '09

Hi, I'm setting up otrs for a client and they wish to have all email communication between otrs and their email server to use pop3s. I notice in the documentation that this is supported, however I cannot find any documentation on how to set this up. What I do see hints that pop3s should be an option in the type list in AdminMailAccount but it's not in the installation I am using. How does one set up POP3S? Have I done something wrong? Cheers, Dan _________________________________________________________________ Learn how to add other email accounts to Hotmail in 3 easy steps. http://clk.atdmt.com/UKM/go/167688463/direct/01/

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OTRS 2.4.4 - Customer Notification Events
by Katta, Lokesh Katta Subramanyam 09 Sep '09

09 Sep '09

Hi All, We are facing strange issue when trying to setup Customer Notification Events in OTRS2.4.4. I am trying to setup the Customer Notification events for StateUpdate, Owner update and Move notifications as in 2.3.4 but notifications are not sent. However, when I set transaction flag to 0 for Notification Event Module, customer notifications are sent. I do not understand the importance of transaction flag but it looks like it is added with the OTRS 2.4.4 and was not present in the earlier version. Can anyone please explain if it is ok to change the transaction flag for Notification Event Module? Thanks and Regards, Lokesh

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Calendar State Color Customization
by Darío Santos 09 Sep '09

09 Sep '09

Hi All, I'd like to customize Calendar Events State to include some new items like 'training', 'demo', 'visit' additionally to the defaults 'meeting', 'public', 'private', ... I could create the new items by editing AgentCalendar.pm But I cannot find how to modify the background colors they are shown on the Calendar grid OTRS v2.3.2 Dario Santos

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ERROR: Need write permission in OTRS home
by Rodrigo Correa 09 Sep '09

09 Sep '09

Hello, I have a problem, some functions of my OTRS see. 2.4.4 works perfectly, but others do not, the error message is a Software error. The Dashboard is functioning normally, but the Package Manager displays this message. Software error: ERROR: Need write permission in OTRS home Try: $ OTRS_HOME / bin / SetPermissions.pl! Already SetPermssions.pl ran the script several times: ... / otrs #. / bin / SetPermissions.pl / opt / otrs I have no error when it runs. What can I doing this wrong? Here are the permissions that is in the <otrs>: User: otrs Group: www _________________________________________________________________ Você sabia que pode acessar o Messenger direto do seu Hotmail? Descubra como! http://www.microsoft.com/brasil/windows/windowslive/products/tutoriais.aspx

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Error in chown 0 0 / opt / otrs / .procmailrc: No such file or directory
by Rodrigo Correa 08 Sep '09

08 Sep '09

Hello, I am having several errors after upgrading my OTRS 2.3.3 to 2.4.3. How do I resolve these cases? Believe it is a problem with permissions on folders. Already ran the SetPermissions.pl but there was an error: Error in chown 0 0 / opt / otrs / .procmailrc: No such file or directory Can't create directory '/opt/otrs/var/tmp/Cache//Dashboard': Permission denied Can't write '/opt/otrs/bin/check_permissons.28683': Permission denied Can't create directory '/opt/otrs/var/tmp/Cache//DashboardProductNotify': Permission denied Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! Can't write cache file /opt/otrs/var/tmp/SysConfig-Cache_Kernel_Config_Files_Ticket.xml-69d1cfc767c1751a0c59e5f354039d67.pm: Permission denied What may be happening? _________________________________________________________________ Acesse o Portal MSN do seu celular e se mantenha sempre atualizado. Clique aqui. http://www.windowslive.com.br/celular/home.asp?utm_source=MSN_Hotmail&utm_m…

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Reports about the time a tiquete have open?
by Andre 08 Sep '09

08 Sep '09

Hi experts, I need to know if the OTRS already have stats about the time a ticket has open, or the longest ticket in queue? Regareds, -- André

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Re: [otrs] Move data from live server to local version of OTRS
by Lev Davidovich 08 Sep '09

08 Sep '09

Thanks Rory - much appreciated! :-) ________________________________ From: Rory <rclerkin(a)gmail.com> To: User questions and discussions about OTRS. <otrs(a)otrs.org> Sent: Tuesday, 8 September, 2009 16:28:48 Subject: Re: [otrs] Move data from live server to local version of OTRS Yes, it would still be best to install version 2.2.5 because you will still learn some things about upgrading from this version even if it is a different OS. If you have the same version software on each machine (mysql, apache and otrs) you minimise the impact that the different OS will have. There may still be some problems though. You should consider the VMware approach. Its a lot of extra work but cant give you a great test environment that you can reset again and again. http://www.vmware.com/products/server/ VMware Server 2 is free and (in case you don't know about it) will let you install linux on your windows XP machine. Have a look at some of the VMware Server documentation and see if you can get your head around the idea of how it sits together. If you did this you could have your linux install without having to get involved with what IT support. A linux install is a little daunting if its the first time you've done it but its not that difficult. If you want to go down that road then feel free to keep asking your linux questions in this thread and I'll answer what I can. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/8 Lev Davidovich <l.davidovich(a)yahoo.co.uk>: > Thanks a lot Rory and Stephan. > > My test machine is Windows and live is Linux. > > I am afraid it is not an option to install Linux on the test machine as it > is not supported by our IT department. > > Do you still think I should install the same version of OTRS as live (2.2.5) > on the test machine? > ________________________________ > From: Stephan Lang <Stephan.Lang(a)bockonline.de> > To: User questions and discussions about OTRS. <otrs(a)otrs.org> > Sent: Tuesday, 8 September, 2009 14:32:50 > Subject: Re: [otrs] Move data from live server to local version of OTRS > > Hi, > > I'd like to use VMware to test stuff. > In this case you could use VMware Converter to create a virtual copy of your > live server, but I haven't tried doing that with a Linux OS (what's your > live server OS btw.?). > With the live server duplicated and VMware snapshots you can test until > everything works and by pretty sure that the live server will act the same > way. > > > Yours sincerely > > p.p. Stephan Lang > System Administrator > > OTRS: 2.4.4 (rpm) and FAQ 1.6.4 > OS: openSUSE 10.3 no X > DB: MySQL 5.0.45 > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Rory > Sent: Dienstag, 8. September 2009 15:22 > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Move data from live server to local version of OTRS > > The link, > > ftp://ftp.otrs.org/pub/otrs/ > > Rory > > Support my 365 Challenge in aid of the Irish Cancer Society > > www.365challenge.ie > > > > 2009/9/8 Rory <rclerkin(a)gmail.com>: >> You can get the older versions from the FTP. >> If I remember you can do the install from the tar.gz file on windows. >> >> Rory >> >> Support my 365 Challenge in aid of the Irish Cancer Society >> >> www.365challenge.ie >> >> >> >> 2009/9/8 Lev Davidovich <l.davidovich(a)yahoo.co.uk>: >>> Actually I will be required to make a fresh install of OTRS on the >>> test machine ( a new Windows XP machine). >>> >>> Is it possible to install the same version of OTRS (2.2.5) as the >>> live version? All that seems available on the download page >>> (http://otrs.org/download) is the latest version (2.4.4). >>> >>> ________________________________ >>> From: Rory <rclerkin(a)gmail.com> >>> To: User questions and discussions about OTRS. <otrs(a)otrs.org> >>> Sent: Monday, 7 September, 2009 16:05:30 >>> Subject: Re: [otrs] Move data from live server to local version of >>> OTRS >>> >>> Hi Lev, >>> >>> I would suggest that you rebuild the test machine to the same version >>> as your production machine. Once done, dump the live database and >>> then import it to the test DB and copy over your configuration. Once >>> this is in place perform the upgrade procedure on the test machine >>> taking note of any steps you needed to do that were out of the >>> ordinary. It would be a good idea to isolate the machine on the >>> network so that you don't send out test spam to your clients as Lars >>> said. You could do that at the firewall or simply have a private >>> network between your machine and the server. >>> >>> Once you successfully complete the update process on your test box >>> you have your upgrade path. You can now be confident that you can >>> successfully upgrade your production server. >>> Once you have upgrade the production server to the same level as the >>> test server you are in a position to do some reliable backups, you >>> could even swap the servers if needed. >>> >>> For the DB backup, mysqldump is a very good tool but you will have >>> trouble if you try to use it the way you've described. You would have >>> to edit the dump file and delete all the data in the live database >>> after each backup. I can see it being very laborious. >>> >>> What you could do is this; >>> >>> 1. Create a second database on the test server i.e. otrs2 2. Dump the >>> current live database to the otrs2 database. >>> 3. Clear out the live database. >>> 4. Perform future dumps to the first test database. >>> >>> This way you will have a current backup of the production server and >>> a historical backup of the database that you can connect to if you >>> need to. >>> When the performance of the production server is degraded again you >>> could create a 3rd database on the test server and repeat the above >>> steps with it. This would leave you with a current production backup >>> and 2 historical backups. >>> >>> Its not a nice way of doing things but it would do what you were >>> looking for. >>> There's always the alternative of getting new hardware to run the >>> production server on :) >>> >>> I hope that helps, >>> Rory Clerkin >>> >>> >>> Support my 365 Challenge in aid of the Irish Cancer Society >>> >>> www.365challenge.ie >>> >>> >>> >>> 2009/9/7 Lev Davidovich <l.davidovich(a)yahoo.co.uk>: >>>> I see. >>>> >>>> So there is no way to, say, dump the data, import the dump into the >>>> backup, delete the backed up data from the live system and then >>>> import only the new data into the backup a few months later? >>>> >>>> ________________________________ >>>> From: Lars Monsees <l.monsees(a)atlantismedia.de> >>>> To: User questions and discussions about OTRS. <otrs(a)otrs.org> >>>> Sent: Monday, 7 September, 2009 14:49:26 >>>> Subject: Re: [otrs] Move data from live server to local version of >>>> OTRS >>>> >>>> Hi Lev, >>>> >>>>> Why is it not a good idea to do a dump every few months? Is it >>>>> because the whole process is very time consuming? Or are there too >>>>> many risks attached? >>>> >>>> depending on the size of your DB, it can be very time consuming. >>>> >>>> >>>>> Where can I find more information about replication? >>>> >>>> http://www.google.de/search?q=mysql+replication >>>> >>>> >>>> Lars >>>> >>>> -------------------------------------------------------------------- >>>> - 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/ >>>> >>>> >>>> -------------------------------------------------------------------- >>>> - 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/ >>>> >>> --------------------------------------------------------------------- >>> 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/ >>> >>> >>> --------------------------------------------------------------------- >>> 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! 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