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Implementing FAQ fields into OTRS Ticket
by Eureka63 Bis 22 Jun '09

22 Jun '09

I'm checking OTRS and I found very useful the FAQ view where content is displayed by using three fields: symptom, problem and solution. I'd love to implement the above fields into each OTRS Ticket as additional fields an agent can fill and edit freely. In this way, in a blink, any agent can understand a ticket without to read tens of exchanged emails with the submitting customer and the other technicians involved in the internal notes. I tried FreeText fields but they seems not appropriated to contain medium size texts. Which is the best way to do that? Best regards

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Priority on customer or agent replies - default to current priority level
by J 22 Jun '09

22 Jun '09

Using V2.3 I have found that if a response is sent to a customer, on the reply screen the 'Priority' dropdown is set to the top priority in the list regardless of the original/current priority. The problem with this is that if a customer neglects to change the priority back to what the original priority level was, the priority for the whole ticket is changed. In our case it changes to "No response required" as that is at the top of the list. Is there a way to default the priority to whatever its current priority level is? That way it should only change if a customer or agent has forcibly done so. Thanks and regards J

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Access to many Queues but notifications of only some Queues
by J 21 Jun '09

21 Jun '09

Hi All I am new to OTRS and have just spent the day configuring it. Once I had my head around the terminology it looks like an excellent product. A big thanks to all who have contributed. I have created an agent/user that I would like to have full capabilities of seeing queues and responding for 10 queues. However, of those I only want that agent to receive notifications for the 2 queues that pertain specifically to him. Similarly user2 for a different few queues. In the User<>Groups, the Agent has pretty much everything ticked. I cannot see how to do this differentiation for notifications. Could someone please advise? Thanks and regards J

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OTRS Memory Leak Mod_Perl Crashes
by Brent Charles 20 Jun '09

20 Jun '09

Hello, I am currently running OTRS 2.2.7 on a Windows 2k3 machine using mod_perl /2.0.3 with Perl/v5.8.8 on apache/2.2.9 We have seen issues with a memory leak that eventually leads to the following error accompanied by an apache crash/restart. At the time of the crash apache will be using apx. 1GB of memory. [Tue Jun 16 13:03:13 2009] [notice] Parent: child process exited with status 3221225477 -- Restarting. Occasionally the process will crash without reaching "critical mass" on memory usage. In these cases we see the following errors: [Tue Jun 16 13:02:14 2009] RegistryCooker.pm: Free to wrong pool 3ef32c8 not 179511c8 at D:/OTRS/Perl/lib/constant.pm line -1. [Tue Jun 16 13:03:13 2009] [notice] Parent: child process exited with status 3221225477 -- Restarting. Any thoughts? Thanks, Brent C.

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OTRS Report Generation Issue
by srivathsa visweswaraiah 19 Jun '09

19 Jun '09

Hi, I am facing issue while generating Graph report from OTRS. I am Able to configure the report from all the steps 1 to 4 , while running the report I am getting "Internal Server error 500" on my browser and in Apache error log file I am getting the following error. *[Fri Jun 19 14:43:59 2009] [error] [client 10.209.40.33] [Fri Jun 19 14:43:59 2009] index.pl: Subroutine GD::Image::filledRectangle redefined at /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/GD.pm line 99., referer: http://Helpdesk.mysite.com/otrs/index.pl?Action=AgentStats&Subaction=View&S… * *[Fri Jun 19 14:43:59 2009] [error] [client 10.209.40.33] /usr/bin/perl: symbol lookup error: /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/GD/GD.so: undefined symbol: gdImagePngPtr, referer: **http://Helpdesk.mysite.com/otrs/index.pl** ?Action=AgentStats&Subaction=View&StatID=7 * ** OTRS Version : 2.3.3 Perl Version : 5.8.5 Perl-GD Version : 2.41 (Compiled with png, jpeg, pthreads and freetext) Apache Version : 2.0.52 Can someone suggest me what are the pre-requisites to get graph on browser. Thanks. Vathsa

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Change time interval for OTRS to check external email account for emails
by Jack Blalock 19 Jun '09

19 Jun '09

Hello all To find out how I could change the time interval OTRS uses to check an external account for email, I did an online search found a reference to a default setting for this to be 10 minutes and this seems to be correct with how it seems to be happening in my OTRS system. Note: the online references I found were pop3 polling Based on what I found on the web I went into the "SysConfig" within "Misc", did a search for IMAP which brought up "Core:Postmaster". In this I I see a entry/setting for "PostmasterReconnectMessage:" The configurable setting in here was defaulted to 20 (and not ten). I changed it to 1 even though the description of this setting was "The "bin/PostMasterMailaccount.pl" will reconnect to POP3/POP3S/IMAP/IMAPS host after the specified count of messages. This did not seem to be what I wanted to do according to the description (I'm not looking to change by message count), but based on what I found this seemed to be where people were being pointed to with regards to changing time the interval.................or maybe I just misunderstood what I found?? After the change from 20 to 1 and selecting the "Update" button, I sent some test emails and it still took about 10 minutes before the emails showed up as tickets in OTRS. So the question is, in OTRS how do I change the time interval that OTRS uses to check an external Google Apps account for emails via IMAPS to be pulled into the OTRS system. Is this something I need to instead look into changing in fetchmail, if so please provide details (I'm very new to OTRS and Linux/Unix)? -- Thanks Jack Blalock

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HTML-Link in TicketValue?
by Roland Wolters 19 Jun '09

19 Jun '09

Hi there, we do use the TicketKey/TicketValue possibilities in otrs (Config.pm) quite a lot to add further static information to the tickets. Now the idea turned up to add even more information via static links. For example: 'X-OTRS-TicketKey1' => 'Responsible internally:', 'X-OTRS-TicketValue1' => 'John Doe', 'X-OTRS-TicketKey2' => 'Detailed Customer Info:', 'X-OTRS-TicketValue2' => 'http://www.mycompany.com/ThisCustomer', The problem is now: if the link is entered as above, it is shortened in the otrs display/ticket zoom: http://www.mycompany.com/[..] If I change the value to a html hyperlink, <a href=""..., the hyperlink is not interpreted, but the otrs ticket zoom really displays the characters: <a href="http://www.myco[...] Is there a way to tell otrs to display the TicketValue as a link or at least to interprete the html code given in that field? Best regards, Roland -- Roland Wolters Tel.: +49 (0) 21 61 / 46 43-181 Mobil: +49 (0) 160 / 74 52 624 pgp fingerprint: D2DE 4612 9C7D 7B7A 420D 84A8 E900 29F9 C16C 2283 credativ GmbH, HRB Mönchengladbach 12080 Hohenzollernstr. 133, 41061 Mönchengladbach Geschäftsführung: Dr. Michael Meskes, Jörg Folz

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disable Pending date field
by samuel THOMAS 19 Jun '09

19 Jun '09

Hi, How to disable the Pending date in the page to add Note, I want to have the same fields that in the demo : http://demo.otrs.org/otrs/index.pl?Action=AgentTicketNote&TicketID=116827 But I have three fields more ("Pending date", "state" and "priority"), how to disable them ? I have change something in sysconfig, but I've forget what :( Thank you, Samuel.

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how to merge two OTRS system to one
by Jeffery Chen Fan 19 Jun '09

19 Jun '09

Dear OTRS uers, how to merge two OTRS system to one . i have two running OTRS, and now i want merge the two instance to one. and do not want to lose all ticket. how to Archie this? -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

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OTRS question
by rajaa Jlil 19 Jun '09

19 Jun '09

hello, I want to ask how can i change the address system of OTRS, I tried to change it at " electronic adress " but I think that I have to put the password. the problem is that I don't know where have i put it to work. thx and sorry for my english i'm from MOROCCO -JLIL Rajaa- ESG-Casablanca tél : 0665 78 86 49 _________________________________________________________________ Découvrez toutes les possibilités de communication avec vos proches http://www.microsoft.com/windows/windowslive/default.aspx

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