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Can't create PID PostMasterMailbox, because it's already running (otrs.myserver.local/9461)!
by David Holder 27 Aug '09

27 Aug '09

Hi Everyone, Got this error cropping up in my log every now and again, I can confirm that my OTRS install can receive/send e-mails. Anyone got any idea what this is about? Thanks, David

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Upgrade docs regarding 2.4.2 > 2.4.3
by Mateusz Mojsiejuk 27 Aug '09

27 Aug '09

Hi fellow OTRS users Can anyone point me towards information regarding upgrade docs for ver 2.4.2 > 2.4.3 the upgrading notes released with 2.4.3 just describes the upgrade path for versions lower than 2.4.x Since it's only a patch according to the online docs, unpacking the 2.4.3 tar.gz , replacing all files, and running scripts to modify the mysql tables seems a bit overkill. Or is it the way to go? I'm running: OTRS 2.4.2, with ITSM, Debian Gnu Linux Best Regards ~M

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BulkFeatureJavaScriptAlert Missing
by Chung, Wayne (-,RAL,ESC) 27 Aug '09

27 Aug '09

Hi all, I've just gone through the process of upgrading from 2.0.4 all the way up to 2.4.3. When using bulk actions, we get 'A message should have a subject!' javascript popup. We used to be able to disable this using Ticket::Frontend::BulkFeatureJavaScriptAlert but it seems the configuration is no longer available. I can't find the configuration in SysConfig and adding $Self->{'Ticket::Frontend::BulkFeatureJavaScriptAlert'} = '0' in Config.pm has no affect. Has the option been changed to something else? Thanks, Wayne -- Scanned by iCritical.

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Linking an FAQ article to a Ticket
by Stephan Lang 27 Aug '09

27 Aug '09

Hi @all, is it possible to create a link to an FAQ article when replying to a ticket? Currently the behavior is to past the FAQ content into the reply, but when I do that I'm losing the Pictures from the FAQ article (is that a misconfiguration/bug?). Yours sincerely p.p. Stephan Lang System Administrator OTRS: 2.4.3 (rpm) and FAQ 1.6.4 OS: openSUSE 10.3 no X DB: 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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Sequence of notifications for e-mail ticket
by David Holder 27 Aug '09

27 Aug '09

Hi all, I have a event based notification for when a ticket has been locked by an agent, which informs the customer who is dealing with their issue. If I create a ticket using the E-mail Ticket form and assign an agent to it, the customer will receive two e-mails in this order: 1. Ticket has been assigned 2. Ticket has been created. Obviously I would like this the other way round, does anyone know how to do this? Thanks, David

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How to change skin / theme for all agents and customer-user?
by MMoj＠timocom.com 27 Aug '09

27 Aug '09

Hi, I want to know if there is a possibility to change the default skin / theme for all existin agents (users) and customer-users? The skin / theme has been modified and saved under a different name. Now I want to apply the skin / theme to all agents (users) and customer-users at once .... :) Mit freundlichen Grüßen / Kind regards Markus Moj Technik TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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Repeatedly getting escalation notifications
by Frito Lay 27 Aug '09

27 Aug '09

In OTRS 2.4.2 we are constantly getting escalation notifications. This is the relevant entry in GenericAgent.pm: %Jobs = ( 'send escalation notifications' => { # Escalation => 1, TicketEscalationTimeOlderMinutes => -60, Locks => ['unlock'], States => ['new', 'open'], # new ticket properties New => { # Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', # notify all agents who have rw permissions on the ticket Module => 'Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission', }, }, ); As you can see, I'm using NotifyAgentGroupWithWritePermission.pm instead of NotifyAgentGroupOfCustomQueue.pm. AFAIK this same configuration used to work with 2.3.4.

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Phone tickets
by Glossop, Andrew 27 Aug '09

27 Aug '09

Is it possible to configure phone tickets so that you don't need to enter anything in the From field? I want to record support calls, so we can do some stats, but often it's not necessary to put user details in. In fact most times the user will not be setup in OTRS anyway. At the moment I have a user called "Phone", but I still need to type "phone" into the from field. Ideally I'd like a one-click button on the toolbar area. Since dashboard was created we have to click Ticket, Click Phone-Ticket, then enter "phone", select the To queue. Quite a few clicks while you are on the phone and trying to concentrate on the customer's explanation of a problem. What do other people do with logging support calls from non-OTRS customers? Kind Regards, Andrew Glossop

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SOAP API - ticketsearch
by Partington, Eric 27 Aug '09

27 Aug '09

Has anyone used the soap API to search for tickets? I am attempting to use this method to search for tickets in my otrs system (2.3.4) and I am having trouble determining what the minimum search requirements are. Here is my search request, please let me know if there are items that I am missing as I always return no items found from the query. my @TicketID = $RPC->Dispatch($user, $passwd, 'TicketObject','TicketSearch', Result => 'ARRAY', Limit => 100, StateType => 'Open', Queues => ['Raw'], TicketNumber => '2009082142%', ); print "RPC: Searching ticket and found ticketID: ".scalar(@TicketID)."\n"; Eric Partington | Security Monitoring and Compliance | Royal Bank of Canada |T: 416-348-4429 _______________________________________________________________________ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) désigné(s) est interdite. Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser immédiatement, par retour de courrier électronique ou par un autre moyen.

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Re: [otrs] Creating own skin
by MMoj＠timocom.com 27 Aug '09

27 Aug '09

Create a new Dir. Copy the *.dtl Files you want to change into that dir. Change the things you want. To paste it into your database just login in to your mysql server and then do the following. use otrs; INSERT INTO theme; (id, theme, valid_id, create_time, create_by, change_time, change_by) VALUES (3, 'Theme Name', 1, current_timestamp, 1, current_timestamp, 1) Have fun ;) Mit freundlichen Grüßen / Kind regards Markus Moj Technik TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 From: "Felix Kratzer" <felix.kratzer(a)brandmaker.com> To: "'User questions and discussions about OTRS.'" <otrs(a)otrs.org> Date: 27.08.2009 09:40 Subject: [otrs] Creating own skin Sent by: otrs-bounces(a)otrs.org Hi everybody, I am thinking about changing things on different templates of the system. Now I actually do not want to make/test those on the running skin of the users. So I came up with the idea of cloning the default skin into a dev skin and then change only the dev skin (and use it for my personal settings) Unfortunately I did not find a doc on what I need to do to create a own skin. Any hints? Has anybody done that before? Or is it actually as easy as cloning the “Kernel/Output/HTML/Standard” dir? Felix --------------------------------------------------------------------- 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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