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Dashboard - Ticket Status Overview
by Steve Clark 08 Dec '14

08 Dec '14

Hi List, We are having an unsual problem. We upgraded our backup OTRS system from 3.1.x -> 3.2.16 -> 3.3.10. On our Dashboard setting menu we have a checkbox for "Ticket Status Overview". We then did a /opt/otrs/bin/backup.pl, copied the backup to our primary system and did an /opt/otrs/bin/restore.pl. We then ran a support assessment on the primary and it said we should use the StaticDB backend for tickets and fulltextsearch. We enabled those options and ran the rebuild index scripts. We then went to the dashboard on the primary and the "Ticket Status Overview" checkbox does not show up in the settings menu. In the backup ZZZAuto.pm I see and entry for: $Self->{'DashboardBackend'}->{'0099-TicketQueueOverview'} = { 'Block' => 'ContentLarge', 'CacheTTLLocal' => '0.5', 'Default' => '1', 'Description' => 'Provides an overview of the tickets in a certain state per queue.', 'Group' => '', 'Module' => 'Kernel::Output::HTML::DashboardTicketQueueOverview', 'Permission' => 'rw', 'QueuePermissionGroup' => 'Service Assurance', 'Sort' => 'SortBy=Age;OrderBy=Up', 'States' => { '1' => 'new', '11' => 'Resolved', '16' => 'pending' }, 'Title' => 'Ticket Status Overview' }; egrep DashboardBackend Kernel/Config/Files/ZZZAuto.pm $Self->{'DashboardBackend'}->{'0130-TicketOpen'} = { $Self->{'DashboardBackend'}->{'0110-TicketEscalation'} = { $Self->{'DashboardBackend'}->{'0100-TicketPendingReminder'} = { $Self->{'DashboardBackend'}->{'0115-TicketWorkflow'} = { $Self->{'DashboardBackend'}->{'0099-TicketQueueOverview'} = { $Self->{'DashboardBackend'}->{'0220-TicketCreate'} = { $Self->{'DashboardBackend'}->{'0300-IFrame'} = { $Self->{'DashboardBackend'}->{'0400-UserOnline'} = { $Self->{'DashboardBackend'}->{'0100-TicketPendingReminder'} = { $Self->{'DashboardBackend'}->{'0110-TicketEscalation'} = { $Self->{'DashboardBackend'}->{'0115-TicketWorkflow'} = { $Self->{'DashboardBackend'}->{'0130-TicketOpen'} = { Any idea what caused this. I looked in the ZZZAuto.pm on the primary I don't see the above - in fact there are number of missing DashboardBackend sections missing. egrep DashboardBackend Kernel/Config/Files/ZZZAuto.pm $Self->{'DashboardBackend'}->{'0130-TicketOpen'} = { $Self->{'DashboardBackend'}->{'0110-TicketEscalation'} = { $Self->{'DashboardBackend'}->{'0100-TicketPendingReminder'} = { $Self->{'DashboardBackend'}->{'0115-TicketWorkflow'} = { $Self->{'DashboardBackend'}->{'0220-TicketCreate'} = { $Self->{'DashboardBackend'}->{'0300-IFrame'} = { $Self->{'DashboardBackend'}->{'0400-UserOnline'} = { Any enlightment would be appreciated. -- Stephen Clark *NetWolves Managed Services, LLC.* Email: steve.clark(a)netwolves.com http://www.netwolves.com

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Wide character in subroutine entry at /usr/local/otrs/Kernel/System/DB.pm line 499.
by Guy Helmer 05 Dec '14

05 Dec '14

I’m using OTRS 3.3.7 + perl 5.16 + DBD::Pg 3.4.1 + Postgresql 9.3.5 using IMAPS to retrieve incoming support email. Many inbound emails are dropped instead of being stored in the OTRS system due to the error noted in the subject. The Postgresql databases involved were created using the SQL_ASCII type many years ago under Postgresql 8.x and Perl 5.8.9. Since I’ve upgraded to Postgresql 9.3 and Perl 5.16 on this system, we’ve been encountering this error. I’ve tried setting this in Config.pm: $Self->{'Database::Attribute'} = "{pg_enable_utf8 => 0}”; but that just totally breaks OTRS. Any ideas would be welcome. Guy

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Problem with date/time in dashboard
by Marco Borsani 05 Dec '14

05 Dec '14

Hi all I am testing our OTRS system. This morning I received few escalation mails at 08:00 am, but in the dashboard I read 09:00 am. System time is correct (UTC+1/CET). OTRS config has UTC+1 both in Core::Time and Core::Time::Calendar1 Any idea ? Regards Marco Borsani Technical Delivery Manager Datacenter Division L.S. Advanced Software Srl Via San Vincenzo, 2 16121 Genova Italy Phone +39 010 5701262 Mobile +39 392 9744324 Fax +39 010 591883 Email marco.borsani(a)lsweb.it<mailto:marco.borsani@lsweb.it> Web www.lsweb.it<http://www.lsweb.it/> ; www.hakatech.it<http://www.hakatech.it/> [marchio-LS_piccolo] [logo_hakatech_2]

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Pre-defined email addresses to forward tickets
by John Koch 04 Dec '14

04 Dec '14

Hello, I would like to know how to set up specific queues with a set of pre-defined email addresses to forward tickets to (ex. the email addresses of my external second line support) to avoid that the agents have to manually enter the email addresses to forward to, as sometimes they make a typo and the email doesn't get sent Thanks!

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Re: [otrs] Salutation, template and signature texts not showing after upgrade to OTRS 4.01
by Paolo Mosconi 04 Dec '14

04 Dec '14

Great, it works now. Many thanks for the very quick reply. Paolo Mosconi

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Salutation, template and signature texts not showing after upgrade to OTRS 4.01
by Paolo Mosconi 04 Dec '14

04 Dec '14

Hi, I upgraded from OTRS 3.3 to 4.01.02 moving the system from Windows to Linux. Everything is ok, except that when replying to a ticket the system is not showing salutation, response template and signature TEXT but the following code: $QData{"Salutation"} $QData{"StdResponse"} $QData{"Signature"} $TimeShort{"$QData{"Created"}"} - $QData{"OrigFromName"} $Text{"wrote"}: $QData{"Body"} Any idea about what went wrong and how to fix it? Thanks paolo mosconi

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R: upgrade from 3.3.10 to 4.0.2
by Marco Borsani 04 Dec '14

04 Dec '14

To upgrade from 3.3 to 4 , have you used this instructions ? http://otrs.github.io/doc/manual/admin/4.0/en/html/upgrading.html I do it again in another 3.3 system (staging) , but had same problems... Regards Marco -----Messaggio originale----- Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Marco Borsani Inviato: giovedì 4 dicembre 2014 15:11 A: User questions and discussions about OTRS. Oggetto: [otrs] R: upgrade from 3.3.10 to 4.0.2 I know, I search the rpm file but I did not find that one for Centos 6.5 -----Messaggio originale----- Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Sander Goudswaard Inviato: giovedì 4 dicembre 2014 15:07 A: 'User questions and discussions about OTRS.' Oggetto: Re: [otrs] upgrade from 3.3.10 to 4.0.2 Yes normally via CPAN, in some cases you can use a rpm http://rpm.pbone.net/index.php3?stat=3&search=perl-Apache2-Reload&srodzaj=3 Sander --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs -- This message was scanned by ESVA and is believed to be clean. --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs -- This message was scanned by ESVA and is believed to be clean.

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upgrade from 3.3.10 to 4.0.2
by Marco Borsani 04 Dec '14

04 Dec '14

Hi all I am following the manual, but at the end I have some problems with the httpd restart. It fails due the perl Apache2::Return (Can't locate Apache2/Reload.pm), but when I try to install it (like suggest form the otrs.CheckModules.pl) with "yum install perl(Apache2::Reload)" I don't find it anywhere. Moreover, that module should be optional.... OS: Centos 6.5 Any idea ? Regards Marco

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How to change the color of NOTE in Ticket
by Pritesh BHEEMANEE 04 Dec '14

04 Dec '14

Hello, When we close the ticket, it is in red color and when one write the note, its also in RED color. So, its confusing. I would like to change the color of NOTE. I have seen release notes till beta4 but i couldn't find the solution. (I have enable Sysconfig setting: Ticket::UseArticleColors ) Did i miss something? Is it possible to have this feature in next release? Need to create new article type? Thanks in advanced. Cheers, Pritesh

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get notification on contract/warranty expiration reach in CMDB
by Darshak Modi 04 Dec '14

04 Dec '14

Hello, Is there a way/config , where I can get notification(email), once the warranty /end date expires or before expiry of 1 month. Generic Agent does not have such capacity. I use 3.1.1

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