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Customer Portal Help!
by Timothy J. Deerinck 05 Sep '09

05 Sep '09

Hello, I finally have everything setup, or at least I thought I did, for OTRS / ITSM. Everything is working as planned, except one thing! When a customer logs in to the portal, their tickets do not show! From the Agent dashboard, the ticket is there. If the ticket is zoomed, it shows all the proper information. When the Customer logs in, there are not tickets showing! Anyone know what I should check on this? Thanks very much ~Tim

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FW: reg: importing incidents:
by murli 05 Sep '09

05 Sep '09

Do we have the below provision in OTRS? MurliManohar TenthPlanet _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of murli Sent: Friday, September 04, 2009 11:02 AM To: otrs(a)otrs.org Subject: [otrs] reg: importing incidents: Hi all, I have an incident log excel file in a defined template. I need to import the excel file in to OTRS. How to perform this in OTRS? Thanks, MurliManohar TenthPlanet

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Deselect
by Timothy J. Deerinck 04 Sep '09

04 Sep '09

I have a quick question. When creating or modifying Notification Events, there are times a select is made and may need to be cleared. Say for instance, I click "Article Create" and then decide I don't want anything in that category. How does one remove any selections? I only see where you can select another option in that category, but no clear selection option. Does this exist anywhere, or am I missing a keystroke? Thanks, ~Tim

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Re: [otrs] Top Menu
by Richard Stockton 04 Sep '09

04 Sep '09

On 03.09.2009, at 03:50, Richard Stockton wrote: >> When I updated to 2.4.4 a couple of items appeared on the top >> menu that I don't think were there before. Now it looks like: >> >> Logout Dashboard Ticket FAQ Stats Customer Company Preferences Admin >> >> How can I remove the Customer and Company links? (We don't need >> them.) Martin Edenhofer kindly responded: > Hi Richard, > > normally Company should not be shown till company feature is enabled. > > Anyway, just go to admin -> SysConfig -> Group Framework -> > Frontend::Admin::ModuleRegistration > > Deactivate > o Frontend::Module###AdminCustomerUser > o Frontend::Module###AdminCustomerCompany > > Or just removed the "users" group to be able to access these modules. > > -Martin Hi Martin, That worked great, thanks very much! - Richard

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two OTRS installations?
by Mercator GmbH 04 Sep '09

04 Sep '09

Just a short question: I have a very old OTRS installation on my server, 1.3.2. Instead of updating it, which is a long process, can I install also a second installation of OTRS, the newest one, on the same server? Then I could gradually move some content from the old to the new version. thanks, marc

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OTRS Notification messages language
by Pete 04 Sep '09

04 Sep '09

Hi, i'm using OTRS 2.2.7 on Debian 5 and i'm having dificulties in selecting the right language for the notifications. The language i'm using is PT (portugal) but OTRS sends all notifications in English. For my web interface i have to select Portuguese in my preferences because although my browser has PT selected as the prefered language it always defaulted to PT_BR (Brasilian Portuguese). I went to the notifications options and for pt:: translated the notifications. Remembering about my problem with the web interface (defaulting to PT_BR) translated the notifications int the pt_BR:: language without results. Finally i had to translate the English) en::notifications. I would like to keep the English notifications and have OTRS select the right language for the user or agent. I can send all translations i have or will make, or corrections, to update OTRS just don't know where to send. Any hints on how to configure or solve this ? Thanks

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URGENT, got hacked! Where is index.pl?
by Mercator GmbH 04 Sep '09

04 Sep '09

I got hacked tonight and all my index.html and other index files are lost!! WHERE can I find the index.pl from OTRS? Is it saved somewhere else? In any directory? Or can I rebuild it? I have a very old version, 3.1.2 I think. Cannot check it right now, because I cannot access OTRS. Please help, this is urgent!! I need to have it back in order to work!! thanks, marc

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Top Menu
by Richard Stockton 04 Sep '09

04 Sep '09

When I updated to 2.4.4 a couple of items appeared on the top menu that I don't think were there before. Now it looks like: Logout Dashboard Ticket FAQ Stats Customer Company Preferences Admin How can I remove the Customer and Company links? (We don't need them.) TIA. - Richard

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Re: [otrs] Need User! messages
by Richard Stockton 04 Sep '09

04 Sep '09

>> Previously Richard Stockton wrote: >> Sadly, no. The errors in the log look like this (there are always at least >> 2 and sometimes 3 lines at about the same time in the log): >> >> [Mon Aug 31 16:46:19 >> 2009][Error][Kernel::System::CustomerUser::DB::CustomerUserDataGet][407] >> Need User! >> [Mon Aug 31 16:46:21 >> 2009][Error][Kernel::System::CustomerUser::DB::CustomerUserDataGet][407] >> Need User! > And Alexander Halle was kind enough to try to help (again): > Hi Richard, > > I can reproduce this by trying to log in at the customer web interface > (customer.pl) by only providing a password but no customer user name. > > If you provide both, a wrong customer user name and a password you get a > additonal "[Notice][Kernel::System::CustomerAuth::DB::Auth] > CustomerUser: No auth record in 'customer_user' for '<user>' > (REMOTE_ADDR: 192.168.0.1)". > >> Since we don't have any Customer Users, only agents, this makes no >> sense to me. >> >>I don't seem to be able to find a way to reproduce the errors, but >> they keep happening, at the rate of 100-300 log lines per day. As >> usual, any insight into this issue will be much appreciated. > > If I'm right this time there should be web server log entries > identifying the users who try to login as a customer since you have no > customer accounts. > > Please give feedback, especially if you could solve this mystery. Unfortunately, I do not have such entries in my web access_log. otrs.log.2009-9: [Wed Sep 2 06:33:53 2009][Error][Kernel::System::CustomerUser::DB::CustomerUserDataGet][407] Need User! access_log: nnn.nnn.nnn.nnn - - [02/Sep/2009:06:33:53 -0700] "GET /otrs/index.p l?Action=AgentTicketZoom&TicketID=958864 HTTP/1.1" 200 34712 "https://otrs.example .com/otrs/index.pl?Action=AgentTicketQueue&QueueID=6&View=" "Mozilla/5.0 (Windows ; U; Windows NT 5.1; en-US; rv:1.9) Gecko/2008052906 Firefox/3.0 (.NET CLR 3.5.30 729)" IPs and other identifiers redacted... Another example: otrs.log.2009-9: [Wed Sep 2 12:29:45 2009][Error][Kernel::System::CustomerUser::DB::CustomerUserDataGet][414] Need User! access_log: nnn.nnn.nnn.nnn - - [02/Sep/2009:12:29:45 -0700] "POST /otrs/index.p l HTTP/1.1" 302 101 "https://otrs.example.com/otrs/index.pl?Action=AgentTicketEmai l" "Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.9.1.2) Gecko/20090729 Fi refox/3.5.2 (.NET CLR 3.5.30729)" nnn.nnn.nnn.nnn - - [02/Sep/2009:12:29:45 -0700] "GET /otrs/index.pl ?Action=AgentTicketEmail&Subaction=Created&TicketID=959180 HTTP/1.1" 200 44992 "h ttps://otrs.example.com/otrs/index.pl?Action=AgentTicketEmail" "Mozilla/5.0 (Windo ws; U; Windows NT 5.1; en-US; rv:1.9.1.2) Gecko/20090729 Firefox/3.5.2 (.NET CLR 3.5.30729)" Note that the first one is triggered at the same time as an AgentTicketZoom, while the latter one appears to be triggered by AgentTicketEmail. I can't find any consistent correlation between the otrs.log errors and the access_log. BTW, I just updated to 2.4.4 and that didn't change anything. [sigh] Once again I appreciate your efforts, Alexander, but the problem persists. Any other ideas? Anyone? TIA. - Richard

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reg: importing incidents:
by murli 04 Sep '09

04 Sep '09

Hi all, I have an incident log excel file in a defined template. I need to import the excel file in to OTRS. How to perform this in OTRS? Thanks, MurliManohar TenthPlanet

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