- otrs - OTRS mailing lists

Problem witch KIX4OTRS 6.0.10 ITSM/OTRS 3.3.11
by Василий Труфанов 18 Feb '15

18 Feb '15

Hello. This error persist on my work copy and clean install. somebody can help me? Текст ошибки: syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenter[..] Please contact your administrator. Вы можете Отправить сообщение об ошибке или перейти на предыдущую страницу <http://10.1.1.15/otrs/index.pl?Action=AgentDashboard;&OTRSAgentInterface=Br…> . <http://10.1.1.15/otrs/index.pl?Action=AgentDashboard;&OTRSAgentInterface=Br…> Детали ошибкиПоиск Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Feb 18 11:22:36 2015 Message: syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 112, near "$CustomerID # KIX4OTRS-capeIT Key" Global symbol "@Result" requires explicit package name at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 120. syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 130, near "elsif" Global symbol "$Self" requires explicit package name at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 130. syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 151, near "Key" Global symbol "$MaxResults" requires explicit package name at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 156. syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 157, near "}" syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 169, near "}" syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 182, near "}" RemoteAddress: 10.1.1.27 RequestURI: /otrs/index.pl Traceback (1544): Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.11) Line: 199 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 54 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 System information: OTRS 3.3.11

1 0

Agents don't receive notification emails for tickets posted in their queues
by Fabrizio Cipriani 13 Feb '15

13 Feb '15

I know this has been discussed many times, but I can't figure out a solution to this problem even after having browsed all the related messages in this mailing list. In my otrs 4 (patch level 5), installed on ubuntu server 14.04, when an agent posts a new ticket in a queue, the other agents subscribed to the same queue don't receive the notification email. All the agents have the correct queue selected in "my queues", all their notifications options are set to "yes", there's no event defined in Notifications(Event). When the agent posts the ticket, in the log I get only these two lines: Feb 13 10:36:03 srvapp2 OTRS-CGI-63[1857]: [Info][Kernel::System::Ticket::TicketCreate] New Ticket [2015021363000013/Ticket di test ] created (TicketID=13,Queue=ICT,Priority=3 normal,State=open) Feb 13 10:36:06 srvapp2 OTRS-CGI-63[1857]: [Info][Kernel::System::Ticket::Article::ArticleSend] Sent email to '"Test Customer" <xxxxxx(a)xxxxx.com>' from 'OTRS System <otrs@localhost>'. HistoryType => EmailAgent, Subject => [Ticket#2015021363000013] Ticket di test 10; As it can be seen from the log, an email is correctly sent and received by the customer for which the ticket is created, but no emails are sent to the related agents. Is there anything else I can do? What are the source code files where agent notification is handled? I might try some debugging if everything else fails. - Fabrizio

3 3

Ticket state remains "new" after update
by Nick Bright 11 Feb '15

11 Feb '15

Greetings, I'm having a bit of difficulty understanding why some tickets in our OTRS deployment are remaining in a state of "new" even after multiple phone call and/or email update items. What could cause this to happen? -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

1 1

Filtering Available Process by Role via ACL
by Alvaro Cordero 10 Feb '15

10 Feb '15

Hello, I am running OTRS 3.38 in CentOS with mysql and Apache. We have beeing creating different process for multiple departments and we are trying to filter wich process are available according to the user role. I have been testing this according the example ACLs from the documentation but it does not make any effect, all users can see all process. https://otrs.github.io/doc/manual/admin/3.3/en/html/customization.html I have the following as in the example *Match Settings * Properties -> User -> Role -> [Role1] *Change Settings* Possible -> Process-> ProcessEntityID -> [P3,P6] Has anyone have a success for this kind of scenario? Thanks in advance -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro(a)gridshield.net www.gridshield.net

1 0

Need help - disk full crash and damaged database
by Andy Wodfer 05 Feb '15

05 Feb '15

This morning I woke up to a full disk and a helpdesk that wasn't working. I'm not so experienced with sql, but I hope someone here can help me solve the problems. System is FreeBSD, mysql and phpmyadmin. Otrs 3.0.12. Here is the messages from system log: Thu Feb 5 08:30:01 2015errorOTRS-PostMasterMailbox.pl-10Table './helpdesk/article' is marked as crashed and should be repaired, SQL: 'SELECT id FROM article WHERE ticket_id = ? ORDER BY id'Thu Feb 5 08:30:01 2015errorOTRS-PostMasterMailbox.pl-10Table './helpdesk/article' is marked as crashed and should be repaired, SQL: 'SELECT id FROM article WHERE ticket_id = ? ORDER BY id'Thu Feb 5 08:30:01 2015error OTRS-PostMasterMailbox.pl-10Table './helpdesk/article' is marked as crashed and should be repaired, SQL: 'INSERT INTO article (ticket_id, article_type_id, article_sender_type_id, a_from, a_reply_to, a_to, a_cc, a_subject, a_message_id, a_in_reply_to, a_references, a_body, a_content_type, content_path, valid_id, incoming_time, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' Thu Feb 5 07:45:13 2015errorOTRS-CGI-10Table './helpdesk/article' is marked as crashed and should be repaired, SQL: 'SELECT sa.ticket_id, sa.a_from, sa.a_to, sa.a_cc, sa.a_subject, sa.a_reply_to, sa.a_message_id, sa.a_in_reply_to, sa.a_references, sa.a_body, st.create_time_unix, st.ticket_state_id, st.queue_id, sa.create_time, sa.a_content_type, sa.create_by, st.tn, article_sender_type_id, st.customer_id, st.until_time, st.ticket_priority_id, st.customer_user_id, st.user_id, st.responsible_user_id, sa.article_type_id, sa.a_freekey1, sa.a_freetext1, sa.a_freekey2, sa.a_freetext2, sa.a_freekey3, sa.a_freetext3, st.ticket_answered, sa.incoming_time, sa.id, st.freekey1, st.freetext1, st.freekey2, st.freetext2, st.freekey3, st.freetext3, st.freekey4, st.freetext4, st.freekey5, st.freetext5, st.freekey6, st.freetext6, st.freekey7, st.freetext7, st.freekey8, st.freetext8, st.freekey9, st.freetext9, st.freekey10, st.freetext10, st.freekey11, st.freetext11, st.freekey12, st.freetext12, st.freekey13, st.freetext13, st.freekey14, st.freetext14, st.freekey15, st.freetext15, st.freekey16, st.freetext16, st.ticket_lock_id, st.title, st.escalation_update_time, st.freetime1 , st.freetime2, st.freetime3, st.freetime4, st.freetime5, st.freetime6, st.type_id, st.service_id, st.sla_id, st.escalation_response_time, st.escalation_solution_time, st.escalation_time, st.change_time FROM article sa, ticket st WHERE sa.ticket_id = ? AND sa.ticket_id = st.id ORDER BY sa.create_time, sa.id ASC'

2 1

Agent email response is not getting sent to the ticket originator
by Scott R. Morgan 04 Feb '15

04 Feb '15

When a customer emails our helpdesk, they receive the auto response and our agents are also emailed the ticket. When the agent replies to the email, the originator of the ticket is not getting a copy of the response. The email response is attached the ticket in the portal but the originator is not getting the response. What setting controls this setting? Our users only communicate to helpdesk via email. Our agents communicate both via email (like when they are on the go and on their phone) and also via the portal. I want to make sure that the responses to the ticket are automatically CC'd when the agent responds. Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512-949-3229 Help desk (NEW!) 512-949-3236 Office/Cell (NEW!) scott(a)mamafus.com / http://www.mamafus.com<http://www.mamafus.com/>

2 5

otrs ticket zoom behavior when changing queues
by Scott R. Morgan 04 Feb '15

04 Feb '15

When an agent clicks a ticket in the dashboard to view the ticket contents. It opens the ticket in the ticket zoom screen. If you then change the queue of that ticket, it dumps you back to the dashboard where then then have to re-open the ticket to then respond to the issue. Is there a way to turn off the return to the dashboard when changing a tickets assigned queue? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512-949-3229 Help desk (NEW!) 512-949-3236 Office/Cell (NEW!) scott(a)mamafus.com / http://www.mamafus.com<http://www.mamafus.com/>

1 1

OTRS ticket dashboard time
by Marco Borsani 04 Feb '15

04 Feb '15

Hello I don't understand why the date of OTRS server is correct (Wed Feb 4 16:56:33 CET 2015) , but the time shown in the tickets inside the dashboard is an hour ahead. Regards Marco

1 0

Installer details required
by Darshak Modi 04 Feb '15

04 Feb '15

Hello Team, I am curious and want to know how the web installer works. I want to modify it in some way ,how can I do that? Like it checks username/password/ or check directories/files, install some directory/files, install DB/sqls. Is there any other opensource such installer ?

1 0

Assign Queue Behavior
by Scott R. Morgan 04 Feb '15

04 Feb '15

When in the ticket view and change the Queue for the ticket, it exits the ticket view back to the Dashboard. Is there a way to easily prevent this from occurring? Also I have been looking for a way to assign the queue in the during a reply of a ticket. I have been able to find and activate this option in about 6-7 other places like the ticket/add note screen but I still cannot find a way to assign the queue when replying to the ticket. Thank you! Scott R. Morgan

3 6