- otrs - OTRS mailing lists

add the note in customers notification on state update
by samuel THOMAS 25 Jun '09

25 Jun '09

Hi, I want to show the note in the mail notification to the customers when the status change. I know <OTRS_CUSTOMER_Body> but it send the last customer note, what is to send the note of the ticket when a ticket change os status ? Thank you, Samuel.

1 0

more than 6000 closed tickets
by Leonardo Certuche 25 Jun '09

25 Jun '09

Hi there, Here's a question for the ones with large implementations of OTRS. One of the environments I take care of have reached the 6000 closed tickets. Unfortunately OTRS won't show them all -only the 6000 newest. I was doing my homework and the research only led me to the following user's manual entry http://doc.otrs.org/2.4/en/html/c2632.html in which they talk about performance but they won't mention anything about not showing old tickets after the 6000 limit is reached. Has anyone faced this same situation? Any help is much appreciated! Greetings, Leonardo Certuche

2 3

otrs 2.3.4 : .xml and .pm config files mix up cronjobs
by Joel HATSCH 24 Jun '09

24 Jun '09

hello *, from the documentation it turns out otrs is now storing its settings in XML files. the web interface uses and updates them. the cron script files however seem to depend upon the .pm files. I've debugged my issues down to the point where I find the config values (eg PostmasterX-Header) in the Kernel/Config/Files/Ticket.xml, but the bin/PostMasterMailbox.pl script is only reading in the .pm files and therefore complains about missing compulsory configuration parameters. => how to solve this ? is there a config setting to tell otrs to use the xml files ? or something to convert the .xml to .pm ? I found nothing in the docs, only the info that otrs is currently running dual with xml and pm files :-( I'm sure I'm missing something basic, but can't find it. Who can help ? TIA Joel

1 0

PDF export issue
by Juan Ferreyra 24 Jun '09

24 Jun '09

Hi, My generated PDFs have all the text with a very big separation between each character (something like "T i c k e t s e a r c h ..."). With the online demo version it works fine. Have I some bad configuration or maybe a missing font? Need help. Juan Ferreyra

2 3

Your opinion about configuration ?
by jaubert＠26.cerfrance.fr 24 Jun '09

24 Jun '09

Hi everybody, I need to produce stat from OTRS like this : number of ticket by queue and tech' by year (and order by tech'). At this moment, i configured otrs like this : Each queue is a category of software or hardware. For example, there is a queue for Microsoft Office 2003, one for OpenOffice, another for an account software version XX, etc. I know how to produce stat that count number of ticket for a given period but I don't have tech ! Best regards Jerome

3 3

FAQ module 1.5.4
by Marchesi Mario 24 Jun '09

24 Jun '09

Dear all, I'm using OTRS 2.4.0 Beta3, when I try to load FAQ 1.5.4 package Package Manager fails with the following error Message: Sorry, can't install/upgrade package, because the framework version required by the package (2.3.x;) does not match your Framework (2.4.0 beta3)! Please someone can tell me if FAQ module is supported on OTRS 2.4.0 ? Thank you in advace for your help Regards Mario Internet Email Confidentiality Footer ----------------------------------------------------------------------------------------------------- La presente comunicazione, con le informazioni in essa contenute e ogni documento o file allegato, e' rivolta unicamente alla/e persona/e cui e' indirizzata ed alle altre da questa autorizzata/e a riceverla. Se non siete i destinatari/autorizzati siete avvisati che qualsiasi azione, copia, comunicazione, divulgazione o simili basate sul contenuto di tali informazioni e' vietata e potrebbe essere contro la legge (art. 616 C.P., D.Lgs n. 196/2003 Codice in materia di protezione dei dati personali). Se avete ricevuto questa comunicazione per errore, vi preghiamo di darne immediata notizia al mittente e di distruggere il messaggio originale e ogni file allegato senza farne copia alcuna o riprodurne in alcun modo il contenuto. This e-mail and its attachments are intended for the addressee(s) only and are confidential and/or may contain legally privileged information. If you have received this message by mistake or are not one of the addressees above, you may take no action based on it, and you may not copy or show it to anyone; please reply to this e-mail and point out the error which has occurred. -----------------------------------------------------------------------------------------------------

3 2

receiving mail whit otrs
by fatemeh hassani 24 Jun '09

24 Jun '09

Hello every body I had problem with post master mail account in otrs 2.3.3 recently and I can't receive my email in otrs queue(however I can send email with otrs). now I install otrs 2.3.4 win 32, I install it in my windows 2003 server. I use kerio mail server and create a domain (mydomain) and 2 users (admin,hassani) I run my otrs system as admin and click on admin button and then sysconfig in core window I set "AdminEmail" element with "admin@mydomain" but when I submit the page it doesn't change my "AdminEmail" with my email address and it has it's default address. And in my log file I don't receive any messages. and so when I want to add new user and set user EmailAddress element with hassani(a)mydomain.com I receive 2 errors in my log file: [Kernel::System::CheckItem::CheckEmail][161] DNS problem: Unknown error [Kernel::System::User::UserAdd][263] Email address (hassani(a)mydomain.com) not valid (invalid hassani(a)mydomain.com (DNS problem: Unknown error)! )! but when in sysconfig core window I set "CheckMXRecord" element with "No" then I can add my user with hassani(a)mydomain.com and don't receive any error. and other question: what is "FQDN","CheckMXRecord","CheckMXRecord::Nameserver" elements in core window and if I use mail server on my local system, with what value I must set these elements? Thanks.

1 0

Tickets not showing up in "My Queues" and Notifications to Email not happening
by J 24 Jun '09

24 Jun '09

Using OTRS 2.3.4 I have tickets being created that I cannot seem to get email notifications of and the tickets do not show up in My Queues. I have set the agent to have every box ticked in the Users<>Groups part of gui. Queues are assigned to groups as above. Sending an 'Admin Notification' Email from the GUI to the user works. In the 'Tickets' area of the GUI when a new ticket comes in, eg E-Mail Queue, it shows up under the queue name in the 'Queues:' line. 3 in below example. However, it does not show up in the 'My Queues' are, (1) below. Queues: *My Queues (1) </otrs/index.pl?Action=AgentTicketQueue&QueueID=0>* - Critical_Outage (1) </otrs/index.pl?Action=AgentTicketQueue&QueueID=17> - Development (1) </otrs/index.pl?Action=AgentTicketQueue&QueueID=20> - E-Mail (3) </otrs/index.pl?Action=AgentTicketQueue&QueueID=8> - test (1) </otrs/index.pl?Action=AgentTicketQueue&QueueID=21> In Preferences under 'My Queues' for the Agent, all queues are showing in that section. Pressing the Update button does not seem to change anything. In Preferences - Mail Management, All questions are set to 'Yes' Yet, the tickets are not showing up in the 'My Queues' area directly, Not showing up as a 'New Message' in top right of agent screen, and Not sending a notification email to the agent. It seems illogical to me. Can anyone please let me know what I am probably missing or advise some trouble shooting steps to resolve. Thanks and regards J

2 2

customer user´s list pagination
by Pablo Graterol 23 Jun '09

23 Jun '09

Hi, we´re using OTRS(2.2.7)::ITSM(1.1.2) we have around two thousands costomer users. We´re facing the problem, however, that there is no pagination for the customer user´s list and we need to assign different set of services to customer sets. Any idea about how to solve this situation? thanks in advance, -- -Pablo

1 0

No SCALAR param in Bind!
by Patrick Schiess 23 Jun '09

23 Jun '09

hi, maybe someone of you guys will help me on this case, as i did a search on the whole internet and could spot anyone having the same problem as i have. well, since we use OTRS on a productive manner i can find over and over again this kind of error in the logs: [Tue Jun 23 16:39:17 2009][Error][Kernel::System::User::GetUserData][164] No SCALAR param in Bind! well, actually everything works pretty good... however we experience sometimes some strange DB behaviour that could only be resolved with a restart of the OTRS/apache service... and since i figured out, that this "no scalar param in bind" can be found in the DB.pm file, i am not sure if there is maybe a coincidence... here is our system overview: windows 2003 mssql 2008 apache 2.2.10 perl 5.10.0.1004 mod_perl 2.0.4 otrs 2.3.4 thanks a lot for every hint that might solve this issue. regards, patrick.

3 2