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CustomerTicketMessageNew.dtl
by Pierrik Le Guennec 31 Aug '09

31 Aug '09

We are upgrading OTRS from 2.0.4 to 2.3.3 In 2.0.4, we put local script.into CustomerTicketMessageNew.dtl In 2.3.3, there is not CustomerTicketMessageNew.dtl file. How manage that change ? Thanks. Pierrik le Guennec Université Bretagne-Sud

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otrs 2.3.3 and search troubles
by Diego Giardinetto 31 Aug '09

31 Aug '09

hi all... I have a strange problem using ticket search. I got a 500 Internal Server Error only if the search string (in any field) start with some letters, e.g. "n" or "s". Apache log say: "Premature end of script headers", nothing else. Any idea? Thx, Diego -- Diego Giardinetto Junior SysAdmin @ ZephirWorks E-Mail: diego<dot>giardinetto<at>zephirworks<dot>com Mobile: +39 328 068 14 89

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Re: [otrs] no new message alarm on 2.4.3
by IT easyap 31 Aug '09

31 Aug '09

Many thnaks but my problem isn't with the watched tickets, i don't use watch function, is with the locked tickets, any idea about the approach ? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christian Meier | Medienzentrum Sent: viernes, 28 de agosto de 2009 10:26 To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] no new message alarm on 2.4.3 Please have a look at my similar question in thread http://lists.otrs.org/pipermail/otrs/2009-August/027732.html Meanwhile we patched our local OTRS to adapt the filter views for Watched Tickets. This replaces the former red alerts in the subject bar for us (see the screenshot for example). Find enclosed the patch file for Kernel/Modules/AgentTicketWatchView.pm. Regards, Christian Meier E-Learning-Support TU Dresden Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von IT easyap Gesendet: Freitag, 28. August 2009 08:31 An: 'User questions and discussions about OTRS.' Betreff: Re: [otrs] no new message alarm on 2.4.3 My problem isnt whit the email is with the alarm in the alarm tool bar. No new message alarm appears. ________________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Brian Lang Sent: jueves, 27 de agosto de 2009 19:17 To: User questions and discussions about OTRS. Subject: Re: [otrs] no new message alarm on 2.4.3 I had a similar problem - OTRS didn't seem to be sending any Move notifications. In my case, the outgoing email did not have the FROM address configured, so my email server was rejecting the message. I had to go to SysConfig -> Group Framework -> SubGroup -> Core::Sendmail -> SendmailNotificationEnvelopeFrom and change it to the desired from email address. After that Move notifications started sending again. ====================================================== Brian Lang - IT Department Sovereign Management Group Inc. proudly serving Pacific Group of Companies / Pacific Customs Brokers / Pacific Overseas Forwarding / The Derby Bar and Grill blang(a)smgi.ca | Office: 604.538.1566 x2905 ====================================================== Please consider the environment before printing this e-mail On 2009-08-27, at 4:53 AM, IT easyap wrote: Since the migration from otrs 2.2 to 2.4.2 the New Message alarm doesnt appear. After the upgrade to 2.4.3 the problem persists. Do you have any idea to correct this uncomfortable issue ? Thanks in advance --------------------------------------------------------------------- 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/

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Routing of email to the queues
by Bianchi, Giordano 30 Aug '09

30 Aug '09

Hello everyone, I have a problem with the routing of emails inside OTRS. We have 2 queues, each with a different email address assigned (ex. site1(a)example.com->queue1 and site2(a)example.com->queue2) Everything works fine if the users send the email to either one of the queues. The problem presents itself when an email is sent to both queues (particularly with both queues' addresses in the TO: field). At that point OTRS will create 2 identical tickets, and they will both end up in the same queue (which one of the two is random). Obviously we would like to have each ticket end up in each queue separately. Is this a bug? A feature? Has anybody else run into this issue? Thanks, Giordano Bianchi

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Notifications - How to Use?
by Matt Reidy 28 Aug '09

28 Aug '09

How do you enable the use of the built-in notifications such as "en::Agent::Move"? I'd like to use it to notify agents when tickets are moved into their queues but can't figure out how. I can and have created a notification event to do this, but I feel like I'm just missing something since there is already a built-in notification for that. TIA -Matt ________________________________ The information in this communication is intended to be confidential to the Individual(s) and/or Entity to whom it is addressed. It may contain information of a Privileged and/or Confidential nature, which is subject to Federal and/or State privacy regulations. In the event that you are not the intended recipient or the agent of the intended recipient, do not copy or use the information contained within this communication, or allow it to be read, copied or utilized in any manner, by any other person(s). Should this communication be received in error, please notify the sender immediately either by response e-mail or by phone, and permanently delete the original e-mail, attachment(s), and any copies.

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[OTRS] CI import from xcel spreadsheet
by James Burk 28 Aug '09

28 Aug '09

Hello, I'm running OTRS/ITSM and trying to set up Configuration Management. We are collecting our CI attributes in a spreadsheet. Import/Export function supposedly works but I can't figure it out. Can anyone point me to a step by step instruction or provide one? Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 james.burk(a)dornc.com ----------------------------------------------------------------------------- E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. ------------------------------------------------------------------------------

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off-topic: bugs.otrs.org typo
by Lars Monsees 28 Aug '09

28 Aug '09

Hi, I already mentioned this in one bug ticket, but I guess that one hasn´t been reviewed yet. There is a small typo in the step-by-step description: 1) <fist step> IMHO there should be no fisting ;-) Lars

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Wo sind die TicketFreeTime Felder versteckt?
by Stephan Lang 28 Aug '09

28 Aug '09

Hallo Zusammen, jetz mal eine ganz bloede Frage: Wo sind die TicketFreeTime Felder damit ich bei einem Ticket eine Zeit erfassen kann? Ich finde es einfach nicht. Muss ich die erst irgendwo einschalten? Die Datenbankfelder sind vorhanden. Danke. Mit freundlichen Gruessen i.A. Stephan Lang Systembetreuung OTRS-Version: 2.4.3 (rpm) mit FAQ 1.6.4 Betriebssystem: openSUSE 10.3 ohne X Datenbank: MySQL 5.0.45 ------------------------------------------------------------------------ Bock 1 GmbH & Co. KG An der Heide 17 92353 Postbauer-Heng Sitz: Postbauer-Heng Amtsgericht Nuernberg, HRA 11 240 pers. haft. Geschaeftsfuehrer: Hermann Bock Bock 1 Verwaltungs GmbH Sitz: Postbauer-Heng Amtsgericht Nuernberg, HRB 93 10 Geschaeftsfuehrer: Harald Meyer, Klaus Stepper Diese E-Mail enthaelt moeglicherweise vertrauliche und/oder rechtlich geschuetzte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtuemlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail ist nicht gestattet. This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the material in this email is strictly forbidden.

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no new message alarm on 2.4.3
by IT easyap 28 Aug '09

28 Aug '09

Since the migration from otrs 2.2 to 2.4.2 the "New Message" alarm doesn't appear. After the upgrade to 2.4.3 the problem persists. Do you have any idea to correct this uncomfortable issue ? Thanks in advance

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Re: [otrs] DashBoard: "Can't connect to http://otrs.org/rss/ "
by Lucarelli Roberto 28 Aug '09

28 Aug '09

Now it works! It was a cache problems. Thanks. Roberto

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