- otrs - OTRS mailing lists

A way to connect customer and software
by Frank Lanitz 19 May '15

19 May '15

Hi, It's possible to link e.g. a server to a software inside ITSM. But I'm wondering whether it's possible to direct link a customer to a computer or an software? Currently I found only a link between customer -> ticket -> software (or similar). Thanks Frank

1 0

Not able to move locked tickets
by André Cavalcante 15 May '15

15 May '15

Hi There, After upgrading to OTRS 4.0.7. administrator user is not able to move locked tickets anymore. Is this the standard behavior? Os is there something wrong? Thanks -- *André Luiz C. e Cavalcante, PMP, PRINCE2, ITIL, MCSE*

2 1

Notification Event
by Justin Cole 13 May '15

13 May '15

Hello, It has been requested of me to set up notifications for both agents and customers in a particular group to notify of ANY changes to a ticket. The reason for this is that we have a user that just wants to follow along and be kept up to date via email. I am having a hard time picking out what “events” to use as a trigger. I can’t seem to find a reasonable definition for each of them so that I know what to include and what not to. Many of them are similar and in our version (3.3.8) there are even duplicates in the events list. There are two of ArticleAgentNotification and ArticleCustomerNotification each. Can someone please point me in the right direction as my google fu is failing me. Thanks in advance for any assistance! Justin Cole ECHO Labs LLC CONFIDENTIALITY NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message.

2 1

How can add a button on a template?
by Sotiris 11 May '15

11 May '15

Hello, I am new developer and I am trying to add a button on a template. Is there a developers framework where I can drag and drop a button onto a template and after that I can write my code at the click event? Thank you in advance and kind regards!

1 0

Request for return receipt or delivery status notification
by Jakub Szczepańczyk 11 May '15

11 May '15

Hi, is it already in OTRS Request for return receipt or delivery status notification for sending messages ? -- Jakub Szczepańczyk Inżynier Serwisu Alfavox Sp. z o.o. ul. 1 Maja 17 43-300 Bielsko-Biała Tel.: +48 33 822 43 06 Fax: +48 33 822 43 06 e-mail: j.szczepanczyk(a)alfavox.pl www.alfavox.pl Alfavox Sp. z o.o., 43-300 Bielsko-Biała, ul. 1 Maja 17, wpisana przez Sąd Rejonowy w Bielsku-Białej do rejestru przedsiębiorców VIII Wydziału Gospodarczego Krajowego Rejestru Sądowego pod numerem KRS 0000223533, NIP: 547-201-50-75, o kapitale zakładowym 50000zł opłaconym w całości.

3 3

Ticket urgent
by Simon Allison 11 May '15

11 May '15

Some help please, we are still on OTRS 3.2.2. I tried to add a new template for new phone ticket, - I clicked on the plus sign under new phone ticket. Did an update, and now the whole Ticket navbar has gone! So I removed the option, and did another update, but still missing, Any help urgently ! Simon ________________________________ [http://www.southdowns.ac.uk/assets/efooter.png]<http://www.southdowns.ac.uk/apprenticeships> ********************************************************************** This message may contain privileged and confidential information. It is intended solely for the person to whom it is addressed. If you are not the intended recipient, please notify the sender and delete the message immediately. The text in this e-mail and any attachments should not be altered or tampered with in any way. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of South Downs College. **********************************************************************

1 0

Storing of large/binary data in Non-MySQL databases
by Christoph Zwerschke 07 May '15

07 May '15

When trying to migrate our OTRS database from MySQL to PostgreSQL, I noticed that the MySQL database uses LONGBLOBs in several places, which are binary objects, while on the other hand, OTRS creates TEXT columns for these columns when using PostgreSQL, which is a character type, not binary. Similarly, for Oracle and SQLServer, OTRS also uses character types for these columns. This makes it difficult to migrate between the databases, because you need to transform from binary to character, using the proper encoding. From looking at the source code, most of the LONGBLOBs are assumed to be UTF-8 encoded strings which can be converted to Postgres TEXT with convert_to(column, 'utf8'), while other LONGBLOBs, e.g. those storing representing attachments are assumed to be binary resp. the original encoding of the attachment. These are handled differently by OTRS - for databases other than MySQL, OTRS stores them in BASE64 encoding. The conversion can be done with Postgres using encode(column, 'base64'). My question is: Why do the other databases use character objects for all the LONGBLOBs including those that really contain binary data, so that for these databases, a BASE64 encoding is necessary, which costs performance when encoding and decoding and 33% more storage? Wouldn't it be much better and easier if OTRS used BLOBs consistently across all databases for the binary columns, and TEXT for the other large columns? All the databases support this. The BLOBs are just called BYTEA in Postgres. And MySQL also has LONGTEXT, no need to use LONGBLOBs if it's actually text. Also, would it be possible to use BYTEA in PostgreSQL instead of TEXT for the binary data columns, changing the database scheme accordingly and setting the DB::DirectBlob flag to 1 so that OTRS stops BASE64 encoding these columns? -- Christoph

2 4

Test
by Stefan Wagner 06 May '15

06 May '15

feedback -- Stefan Wagner Tel +49 911 4007844 Stefan.Wagner(a)logima.de http://www.logima.de Logima Software GmbH - Regensburger Straße 334a - 90480 Nürnberg Geschäftsführer: Daniel Schwartz Registernummer: HRB 28770, Amtsgericht Nürnberg

1 0

OTRS Appliance 4.0.7 - Cannot Login
by Stefan Wagner 06 May '15

06 May '15

Hello everybody, I installed the OTRS Appliance 4.0.7 on a virtual machine and everything looks good. It tells me that the default user is "root@localhost" with the password "root". I can open the web frontend (http://192.168.178.84/otrs/customer.pl) but if I try to login I get the message that the username or password is wrong. I tried to add another user via the command line - it told me it worked, but I cannot login with this credentials either. I also tried to change the password of the root@localhost user, it told me again it worked, but no luck in the web frontend. I also double checked the server name (it is the only otrs server running in the local network and the IP address is the same). Any idea how I can get a working login? Best regards! Stefan

3 2

OTRS + SAP Idendity Service
by Frank Lanitz 05 May '15

05 May '15

Hi folks, Does anybody of you is having experinces of using OTRS together with SAP idendity service? As OTRS is supporting SAML2 it should be working without big issue, but wondering whether theory is also working in practice? Are there any special things to keep care on? Thanks, Frank

1 0