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From/Subject field in Locked Tickets view
by David Holder 26 Aug '09

26 Aug '09

Hi Everyone, I have an auto notification (event) set up so that when an agent locks a ticket the customer receives an e-mail stating which agent has locked it. Once a ticket has been locked, it's original subject header is retained in the dashboard view (ie "Issue with Server01" for example). However, if I go into my "Locked Ticket" view (otrs/index.pl?Action=AgentTicketLockedView) the subject header has changed to "OTRS System <otrs@localhost>Ticket has been assigned!" rather than "Issue with Server01". Is there a way to retain the original subject header in the locked tickets view regardless of what notifications are sent out? Thanks, David

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Customer Web Login
by Kurt Camealy 26 Aug '09

26 Aug '09

What is the correct way to modify the Green area with "Logo", "Company Name", and the Footers on the default customer login page? Thanks ahead of time! Sent with ThinkCSC Good Mobile Messaging... (www.thinkcsc.com) -------------------------------------------------------------------------- Kurt Camealy Director of Network Services Computer Site Columbus 6155-N Huntley Road Columbus, OH 43229 computersitecolumbus.com Tel: 614.786.7100 Cell: 614.738.2006 Fax: 614.786.7310 Your I.T. Department -------------------------------------------------------------------------- 05:32:07 Tue 25 Aug 2009 This message (and any associated files) is intended only for the use of the individual or entity to which it is addressed and may contain information that is confidential, subject to copyright or constitutes a trade secret. If you are not the intended recipient you are hereby notified that any dissemination, copying or distribution of this message, or files associated with this message, is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and deleting it from your computer.

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Re: [otrs] DashBoard: "Can't connect to http://otrs.org/rss/ "
by Lucarelli Roberto 26 Aug '09

26 Aug '09

Yes, I can get to the Package Manager repository list. I have two system: a) development system with otrs 2.4.2 and the Dashboard News works fine p) production system with otrs 2.4.3 and the Dashboard News doesn't work On both I have configured Core::WebUserAgent with my http proxy. Thanks ahead of time! Roberto Lucarelli LOQUENDO S.p.A. Via Arrigo Olivetti, 6 I - 10148 TORINO tel: + 39 011 2913464 cell: + 39 331 6037972 fax: + 39 011 2913199 e-mail: mailto:roberto.lucarelli@loquendo.com url: http://www.loquendo.com<http://www.loquendo.com/>

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Using LDAP and DB Customer Backend and Authentification
by Stephan Lang 26 Aug '09

26 Aug '09

Hi @all, I'm trying to use LDAP and MySQL DB as customer Backend and to authenticate the user. I've added LDAP config as CustomerUser1 and $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; and all the required settings. Customer Login via LDAP works perfect, but a DB Customer can't login. Error message reads: CustomerUser: stephan.lang(a)bockonline.de authentification failed, no LDAP entry found!BaseDN='ou=structur,dc=bock,dc=lan', Filter='(sAMAccountName=stephan.lang(a)bockonline.de)', (REMOTE_ADDR: 192.168.24.33). But the Customer exists in the DB, and I can edit the DB Customers and view the LDAP Customers as well. I've already found an article (in German): http://www.otrs-forum.de/viewtopic.php?f=15&t=641 It describes changes in /opt/otrs/Kernel/System/CustomerAuth.pm required to switch from one AuthModule to the other but the article is from 2006 and the file provided is very different from the version in the current OTRS Version and my perl knowledge is mostly none existing. Maybe someone has a similar configuration working and can point out the necessary changes or provide a config file? Regards Stephan Lang System administrator OTRS: 2.4.3 (rpm) OS: openSUSE 10.3 without 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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Stats-Module and problems with @Params
by Petrucci 26 Aug '09

26 Aug '09

Hi, I´m trying to get some static statistics working. I want to select all the time an agent has accounted within a specific time. It works fine, if I don´t select the agent with this: my $Select = "SELECT ta.create_by, ta.time_unit, ta.ticket_id, t.customer_id, u.login, t.title FROM ticket t, time_accounting ta, users u WHERE t.id = ta.ticket_id AND (ta.change_by = u.id AND ( month( ta.change_time ) = $Month AND year( ta.change_time ) = $Year ) AND ( t.queue_id IN ( 5, 6, 8, 9, 10, 11, 12 ) ) )"; So, I just added "AND (u.login = $User)" to my statement, before, I´ve added: my %UserList = $Self->{UserObject}->UserList( Type => 'Short', Valid => 0, ); push (@Params, { Frontend => 'User', Name => 'User', Multiple => 0, Size => 0, Data => { %UserList, }, and in sub Run(): my $User = $Param{UserList}; but it fails, cause $User is empty, why?: ... AND ( t.queue_id IN ( 5, 6, 8, 9, 10, 11, 12 ) ) AND ( u.login = ) ... Regards Guenther -- Neu: GMX Doppel-FLAT mit Internet-Flatrate + Telefon-Flatrate für nur 19,99 Euro/mtl.!* http://portal.gmx.net/de/go/dsl02

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HTML inline image after upgrade
by Bastien Leblanc 26 Aug '09

26 Aug '09

Hi, HTML inline image work great in otrs 2.4. But is there any easy solution to have inline images on tickets opened before upgrade? The html is rendered correctly except for inline images for a working inline image it is: http://HOSTNAME/otrs/index.pl?Action=AgentTicketAttachment&Subaction=HTMLVi… but for not working ones it is: http://otrsdev.erp.sncf.fr/otrs/image001.jpg@01CA0A15.B0FFB720 Error_log show: [Wed Aug 26 08:50:17 2009] [error] [client x.x.x.x] script not found or unable to stat: /applis/OTRSDEV/otrsdev/bin/cgi-bin/image001.jpg(a)01CA0A15.B0FFB720 That\'s not mandatory, just a nice to have! Bastien.

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Upgrade 2.4 : missing ViewAll tickets in queue view
by Bastien Leblanc 26 Aug '09

26 Aug '09

Hi all, After the upgrade in 2.4.3 (from 2.3.3), there aren\'t any possiblity to view all tickets in queue view. What our users were used to is to have on top of the queue view, for example: Tickets available: 9 - All tickets: 17 And when clicking on \"All tickets\" we could see locked tickets. But now in otrs 2.4, we have only (example) Tickets: 1-14 of 14 but no \"All Tickets\" link. Is there any config option to activate? Why does this feature got disabled? We use that to be able to monitor all tickets in our queues even if they are \"locked\" = \"worked on\" by other agents Thanks a lot. Bastien.

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Notify all agents about a locked ticket
by Alexandre de Arruda Paes 26 Aug '09

26 Aug '09

Hi, How can I notify all agents from a queue when an agent lock a ticket ??? Something like: AGENT <foo> locked Ticket #123 Thanks for any help. Best regards, Alexandre P.S.: For developers: OTRS is an awesome piece of software. Congratulations!

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2 questions about priority ORDER
by IT easyap 25 Aug '09

25 Aug '09

We want to make changes in the otrs priorities adding priorities from 6 to 9 (already done). mysql> SELECT id,name FROM ticket_priority; +----+---------------+ | id | name | +----+---------------+ | 1 | 1-La mas Baja | | 2 | 2 | | 3 | 3 | | 4 | 4 | | 5 | 5 | | 6 | 6 | | 7 | 7 | | 8 | 8 | | 9 | 9-La mas Alta | +----+---------------+ 9 rows in set (0.00 sec) The questions are 2 1) how can we change the order from 1 the lowest priority - 9 the highest to 1 the highest - 9 the lowest . In the admin user manual tells "Important: The ID defines the order of the priorities, 1 is the minimum, 5 or above sets a higher priority. The number in the name of a priority is used by the system to ensure the correct order of the different prios." We want to maintain the actual view order with the lowest priorities on bottom. What's the criteria the priority table id or the name ? It's a solution to change the name maintaining the id 1 for the lowest ? 2) in the agent views the colour is different depending on priority from grey to red . What's the criteria ? Can we change the colour scheme in order to maintain the same approach but with more priorities and in reverse order ? Thnaks in advance

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Solaris 10 installation - Perl (/usr/local/bin) not found
by Bernd Plagge 25 Aug '09

25 Aug '09

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello list, I've got the job to install the OTRS system on a Solaris 10 machine. The original Perl version is 5.8.4 (which is too old for otrs). I installed Perl 5.8.8, Apache 2.2.9 and expat Sunfreeware packages. The original packages are in /usr/bin. Perl 5.8.8 is in /usr/local/bin. Apache 2.2.9 is in /usr/local/apache2 But OTRS doesn't find the new version. I think that I need to tweak Config.pm or another configuration file. Does anybody know where I have to specify the new path (/usr/local/bin)? Also, the original Apache server come with mod_perl2 while the new package doesn't contain mod_perl or mod_perl2. Are there package for Apache mod_perl (yes, I'm new to Solaris). Any help is appreciated! Regards, Bernard - -- Bernd Plagge - プラゲベェアント First Choice Internet Ltd., Tokyo - ファースト・チョイス・インターネット(有) mail: bplagge(a)choicenet.ne.jp - url: http://www.choicenet.ne.jp -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.9 (GNU/Linux) iEYEARECAAYFAkqSdKsACgkQpYU8M8PbPV48+QCgs/y0X85CxvrdqaGv9jSnp+jA YDMAniNMJbFYUmzYE2Hx8n6qsshZibt8 =Qqlw -----END PGP SIGNATURE-----

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