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Problems with standard install of 2.4.2 using windows installer.
by Lars Lindgård 24 Aug '09

24 Aug '09

Hi I'm having problems getting a standard windows install of version 2.4.2 to work. After the install, when I try to log in to http://localhost/otrs/index.pl on the server with root@localhost / root I get the following error message: Software error: junk 'HTTP/1.1 version="1.0" encoding="utf-8" ' before XML element The same thing happens with the 2.4.1 installer. No problems with the 2.3.4 installer. System is Windows Server 2003 R2 with all the latest updates. Running on VMware if that should matter. Any ideas? Lars

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Automatic login to OTRS
by Sagy Volkov 24 Aug '09

24 Aug '09

Hi, We've just installed OTRS (2.4.3) on a dedicated server of ours. We still have our web site located on a different host (cmsmadesimple). I was wondering, how can I implement auto-login from one server (our cms) to the new OTRS site. If someone had similar need in the past and can provide code it will be great, else pointing to the right methods/file will be helpful as well, we have enough PHP (cms) and Perl knowledge in the company to write code. Thanks, Sagy Volkov

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Displaying Customer name and Customer Logo:
by murli 24 Aug '09

24 Aug '09

Where do I change to get my Customer name and Customer Logo to display in the Customer web Interface? Thanks, MurliManohar TenthPlanet

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Changing Priority color in 2.4
by Jon Williams 23 Aug '09

23 Aug '09

With OTRS 2.2 I managed to figure out how to assign colors to each priority level as well as cause the entire ticket to be highlighted as a certain color. I'm testing out 2.4 but for the life of me I can't see how to make the same change as I was able to make in 2.2. That particular file (css.dtl) no longer exists. Can anyone point me in the right direction?

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Limit customer email notification
by Carlo Angelo Curato 23 Aug '09

23 Aug '09

Hey guys, Is it possible to limit status notifications to customers so that only state changes to "closed" gets sent out? Thanks!

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Re: [otrs] Adding Queue Name to 2.4 dashboard
by Alexander Halle 21 Aug '09

21 Aug '09

Felix Kratzer wrote : > Is there a list of params that are supported by QData()? Hi Felix, I don't know of a complete list, but chapter 8 of the developer manual on doc.otrs.org could be of help. > I'm trying to guess the right parameter for "user who is having the ticket > currently"... I would try $QData{"Owner"} . Regards Alexander Halle -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de

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Re: [otrs] OTRS 2.4.3
by Richard Stockton 21 Aug '09

21 Aug '09

Hi Martin, My Question: >> 3. There used to be a line at the top of each queue display: >> "Tickets shown: 1-6 - Page: 1 - Tickets available: 6 - All tickets: 8" >> The "8" above was a link that opened ALL tickets, locked or not, in >> that queue. Is there a way to re-enable that in 2.4.3? Or am I stuck >> with the "StatusView" mechanism to see locked tickets? It is not as >> easy to find what you want using that. >> >> Workaround: Use StatusView when needed. Martin's Response: > That's true. This feature got dropped/lost with new queue overviews. > Just to get more detailed impression to me. On what workflow did you > use this feature? If tickets are locked for any reason, it is helpful for our administrators to be able to see exactly who is working a ticket at any time. But we don't want to see the locked tickets all the time, just on demand. Since we have 20 or so queues, the StatusView is not very helpful in this regard. By the way, thanks very much for your previous answers, they have been very helpful. OTRS has been an excellent tool for us, and we do appreciate all the hard work that has gone into it. - Richard

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Getting customer data for use in script
by Lars Lindgård 21 Aug '09

21 Aug '09

Hi Is it possible to get the values of the various data-fields on the "Customer User Management" page and use them in an vbscript? I'm thinking of adding a button to the page to run various maintenance routines on our AD users. Lars CONFIDENTIALITY: This e-mail and any attachments are confidential and may be privileged. If you are not a named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose or store or copy the information in any medium.

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Re: [otrs] OTRS 2.4.3
by Shawn Beasley 21 Aug '09

21 Aug '09

Hi, On 21.08.2009, at 15:08, Christian Meier | Medienzentrum wrote: > > For us the workflow is as follows: > - a ticket was worked by agent A and agent B watched the ticket > - agent A closes the ticket and agent B unsubscribes > - the ticket gets a follow-up message > => re-opened and locked by agent A > - agent B has no chance to get an info about the follow-up message > => no take over by agent B is possible (if agent A is unavailable for > instance) > > If the locked tickets are shown in queue view I as a dispatcher can > assign > the ticket to an other agent. If the user has subscribed to the queue, has preferred to receive an e- mail about follow-ups on subscribed queues, and the ticket is unlocked which receives a follow-up, then Agent-B will be notified. -- Shawn Beasley Senior Support Engineer ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003 240 97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstand: André Mindermann (Vorsitzender), Martin Edenhofer NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/

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OTRS 2.4.3
by Richard Stockton 21 Aug '09

21 Aug '09

OS: RedHat Linux 5.3 (64 bit) Web: Apache 2.2.3 Perl: 5.8.8 We have recently updated our OTRS system (in place since 2002) to version 2.4.3. We are especially happy with the speed increases, and the "Support Assessment" package has been very helpful. However, we have seen some problems, here is the list: 1. Ticket arrives addressed to "support(a)example.com" which is aliased to "otrssupp(a)mail.example.com". The latter email is the one OTRS uses to fetch the mail. This is a simple email, one "To:" address, and one "From:" address (our client). When an agent replies to this ticket, "support(a)example.com" gets put into the "Cc:" part of the reply form. Why? This means that any reply gets CCed right back to OTRS. It didn't do this before. In past versions only addresses from the "Cc:" header were put in the reply form Cc:. We would like to see a return to the previous behavior. Is this something we can do? Workaround: Edit AgentTicketCompose.dtl and make the Cc blank, but now we have to input any needed Cc's "by hand", and of course we have to re-edit that file with every OTRS update. 2. Trying to change the otrs log to a file location of our choosing doesn't work. You can change the values in the admin section (sysconfig), but most of them don't stay changed. Workaround: Set the log facility to local0 and use syslog.conf to manage the otrs.log file. 3. There used to be a line at the top of each queue display: "Tickets shown: 1-6 - Page: 1 - Tickets available: 6 - All tickets: 8" The "8" above was a link that opened ALL tickets, locked or not, in that queue. Is there a way to re-enable that in 2.4.3? Or am I stuck with the "StatusView" mechanism to see locked tickets? It is not as easy to find what you want using that. Workaround: Use StatusView when needed. 4. We like to be able to see which agent owns each ticket in the preview queueview (I know it's in the "small" view), and we used to be able to make a small change somewhere in the code or the config, (I don't actually remember exactly where) to add that data in the right hand gray area under "CustomerID:". Can anyone direct me to where I can do that in 2.4.3? Workaround: Use the "small" view when needed. As usual I would appreciate any help. TIA. - Richard

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