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Adding the TicketType-field to Answers
by Markus Nagel 23 Jun '09

23 Jun '09

Hello list, similar to the post "Adding the Services field to the close tab?", we'd like to get the possibility to change the Ticket Type by answering Tickets. We've already realized it in creating notes, but it would be great to change the type in one step by creating an answer and changing the type. I cannot find such entry at Ticket -> Frontend::Agent::Ticket::ViewCompose Do I look at the wrong place? Any hints would be great Using OTRS 2.3.3 with ITSM 1.2.2 Thanks in advance Markus Nagel

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OTRS does not handle message from the customer whose name contains diacritical marks
by Tibor Hirner 23 Jun '09

23 Jun '09

Dear all, here is a step-by-step description of our problem, in example. A customer sends an e-mail message to a mailbox dedicated for OTRS. If a customer´s name and a customer´s email address do not contain diacritics, OTRS works absolutely correctly and everything goes fine. Fortunately, once the customer´s name or email address contains diacritical marks, this e-mail message is the last one which is delivered to OTRS. No other message comes in OTRS since this moment. A big trouble. All delivered messages stay frozen in mailbox since now. What happens next? OTRS starts to create new and new tickets from this last handled customer´s message periodically. These new tickets contain the same subject and content. In our case, the new ticket copy is created each 60 minutes. Our OTRS SysLog shows following records: notice OTRS-PMAccount-10 New Ticket [2009062210000011/...] created (TicketID=162... error OTRS-CGI-10 No plain article (article id ...) in database! notice OTRS-PMAccount-10 Can't create PID PostMasterMailbox, because it's already running (otrs.xxx.xxx.sk/24033)! These records are created in the moment when the e-mail message comes in OTRS. After 1 hour our OTRS SysLog shows following records: notice OTRS-PMAccount-10 Removed PID (PostMasterMailbox/ otrs.xxx.xxx.sk/24033, because 1 hour old! notice OTRS-PMAccount-10 New Ticket [2009062210000029/...] created (TicketID=163... as a copy of previous TicketID=162 notice OTRS-PMAccount-10 Can't create PID PostMasterMailbox, because it's already running (otrs.xxx.xxx.sk/24287)! you can see that PID has been changed here These records are shown in SysLog every 60 minutes. If we delete the e-mail message (where the customer´s name contains diacritical marks) from the mailserver, all waiting messages are transferred to OTRS correctly. And since this moment OTRS works correctly (until a message from the customer whose name contains diacritical marks is received). Then all, described here, happens again. Could anyone from you help us with any idea, please? I truly appreciate any kind of your assistance much. Thanks. Sincerely, Tibor.

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sending tickets
by imen sahnoun 23 Jun '09

23 Jun '09

I want to test ticket management system on OTRS. So I create a new ticket: admin --> Ticket --> Email-Ticket in "To:" field, I put my Email address and I send mail. But I don't receive any ticket!!

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use postmaster mail account
by fatemeh hassani 23 Jun '09

23 Jun '09

Hello every body. I install OTRS 2.3.3 win32 on my windows server 2003, and I use Email services in windows components, I create domain name and add mail box. I can send mail with otrs but I can't fetch my mail box to my otrs queue Excuse for my bad English.

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Custom fields: multicompany users
by Juan Ferreyra 23 Jun '09

23 Jun '09

Hi, I need to create a new field: The /"institution"/ of the customer user. Our customers users can work in more than one /institution,/ so we need to specify that list in the creation, by selecting them from an /"available institutions"/ list. Then, when the customer user is creating a new ticket, if he is related to more than one /institution,/ some combo should appear and he should specify the /institution/ that ticket is related with. Is there an easy way to add that feature without changing too much code? Maybe there is a way to define customer_companies/users/customer_users relations to cover this requirement. Juan Ferreyra

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sysconfig run slowly
by Karlos Jelez 23 Jun '09

23 Jun '09

Hi List, Recently upgrade my OTRS from 2.3.1 to 2.3.4 and I did change my box (a failure hardware). I have identical hardware and apache/perl configuration. All runs excellent except sysconfig. When I go to sysconfig to set up any item, response takes til 2 minutos. When I save the changes, response takes til 2 minutes again. Any ideas about how to to solve this issue? Thanks in advance. Karlos.

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Adding the Services field to the close tab?
by Cynthia Kwan 22 Jun '09

22 Jun '09

Dear all, I would like to add the services field and the sub-categories of the services field to the close tab. Does anyone know where/how to do this? Thanks in advance for your advice. Cindy Kwan IT Group UPenn

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OTRS on Linux with MSSQL
by Russell McConnachie 22 Jun '09

22 Jun '09

Hello: Has anyone successfully implemented a deployment of OTRS 2.3.4 or 2.4 on a Linux based system using MSSQL as the database backend? Currently my environment is setup as follows: Perl 5.8.8 (with all required CPAN modules) FreeTDS 0.82 (TDS Version 8.0) UnixODBC 2.2.11 OTRS 2.3.4 & OTRS 2.4.0 Running under Apache 2.2 with mod_perl2. The problem I am running into is that the connection to my MSSQL database drops after each query. I am figuring that the FreeTDS or UnixODBC client is not keeping the connection persistent which is why the login to OTRS is failing. If anyone has some insight or has seen this problem before, I would appreciate to hear any suggestions. Thanks.

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LDAP update?
by Emily Flynn 22 Jun '09

22 Jun '09

Hello, I have our OTRS customers authenticating by LDAP. I changed my WIndows password earlier today, and now I can't log in with either my new or my old. I have restarted OTRS services. Any suggestions on what I should do? Thanks Kind Regards, Emily Flynn

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multivalue values from ldap connection
by Markus Nagel 22 Jun '09

22 Jun '09

Hello list, does anyone have experience in getting parts of a multivalue field from MS AD in an ldap-customer backend? When I map it in normal way in Config.PM, I only get the first value of the multivalue field. Thanks in advance Markus Nagel

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