- otrs - OTRS mailing lists

Auto response templates
by Leah Kelly 15 Oct '14

15 Oct '14

Hi - when I change an auto-response to ‘invalid’, why doesn’t it stop sending the auto-response? I have disassociated it from the agent’s queue, and it still will send out. What am I not understanding? How do I turn these off exactly? We use these when our agents are out-of-office, and it’s fine, but when the agent comes back, I can never get the auto-responder to stop. Thank you, Leah

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Authentication failed for customers - Windows 2012 R2 AD LDAP
by Raul Libório 10 Oct '14

10 Oct '14

Hello I have an Active Directory installed on Windows Server 2012 R2. The OTRS can view all users, however, when I try to authenticate, displays error like username or password is incorrect. Does anyone have any tips on how to solve? Thanks Raul Libório http://rauhmaru.blogspot.com/ openSUSE Member | Linux User #4444581

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how to limit the number of ticket for a customer
by Marco Borsani 10 Oct '14

10 Oct '14

Hi all I'd like to set a maximum number of ticket that a customer can open. Different customers with different limits Is it possible? 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>

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Auto send Statistics by mail weekly
by Marcel Sánchez Toledano 09 Oct '14

09 Oct '14

Hi, I was wondering if in OTRS there is the possibility to send statistics (an export in .CSV format) automatically by mail once a week, for example. Right now, we make a manually extraction every week but we want to automate this process. Thanks! *Marcel Sánchez Toledano*

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Moving OTRS to new server, very slow
by Michael Diederich 09 Oct '14

09 Oct '14

Hi, I'm moving my old OTRS installation to a fresh server. In a later step, I want to upgrade to a newer version. New VM: Fresh Debian stable 64bit, dedicated mysql-server 5.6, OTRS 2.4.12 Old VM: Old Debian stable 32bit, small localhost mysql, OTRS 2.4.12 The old server is quite fast, the new is very slow: Response::Agent: 64s taken (URL:Action=AgentTicketQueue&QueueID=2&View=:mdiederich) Response::Agent: 63s taken (URL:Action=AdminLog:mdiederich) Response::Agent: 64s taken (URL:Action=AgentTicketQueue&QueueID=2&View=:mdiederich) Response::Agent: 64s taken (URL:Action=AdminLog:mdiederich) Response::Agent: 64s taken (URL:Action=AgentTicketQueue&QueueID=2&View=:mdiederich) Response::Agent: 63s taken (URL:Action=AdminLog:mdiederich) Response::Agent: 64s taken (URL:Action=AgentTicketQueue&QueueID=2&View=:mdiederich) Response::Agent: 64s taken (URL:Action=AdminLog:mdiederich) Response::Agent: 64s taken (URL:Action=AdminSysConfig&Subaction=Edit&SysConfigSubGroup=Core&SysConfigGroup=Framework&:mdiederich) Response::Agent: 63s taken (URL:Action=AdminLog:mdiederich) Response::Agent: 66s taken (URL:Action=AdminSysConfig&Subaction=Update:mdiederich) Response::Agent: 64s taken (URL:Action=AdminSysConfig&Subaction=Edit&SysConfigSubGroup=Core::PerformanceLog&SysConfigGroup=Framework&:mdiederich) # apache2ctl -M Loaded Modules: core_module (static) .... perl_module (shared) I use the apache2-httpd-new.include.conf and modified the otrs-2.4.12/scripts/apache2-perl-startup.pl: use DBD::mysql (); use Kernel::System::DB::mysql; I checked the DNS records, I checked the AdminLog and now I have no other ideas. CheckMXRecord is disabled Thanks for any help. -- Viele Grüße, Michael Diederich

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No plain article (article id 66) in database!
by Scott R. Morgan 06 Oct '14

06 Oct '14

What is causing this error: OTRS-CGI-10 No plain article (article id 66) in database! - - - - - - - - - - Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group

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table virtual_fs
by Steve Clark 03 Oct '14

03 Oct '14

Hi, Can someone tell me what this table is used for. We upgraded from 2.4 to 3.0 to 3.1 to 3.2. We now are trying to upgrade to 3.3 and are getting an error saying the table is not there when we run the DBUpdate-to-3.3.postgresql.sql script. Thanks, -- Stephen Clark

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Allow any agent to respond to a locked/other owners ticket
by Will Sheldon 02 Oct '14

02 Oct '14

Hello OTRSers :) Sometimes a customer will call and an agent other than the assigned will search for and find a ticket. By default all this agent can do is add a note. How do you configure OTRS so any agent can respond, so long as it's a ticket in one of the queues (s)he has access to? Will Sheldon IT Manager Office:604 568 0313 x114 Fax:604 568 0314 Cell:778 689 1244 Skype:will.sheldon <http://skype.appno.net/?skype=will.sheldon&user=will> #300-152 West Hastings Vancouver, BC, V6B 1G8 Canada www.appnovation.com Click here to unsubscribe from further Appnovation communications. <CASLunsubscribe@appnovation.com?subject=Unsubscribe&body=I%27m+sorry+to+hear+that+you+wish+to+unsubscribe,+just+send+this+message+and+we%27ll+remove+you.>

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Number format of FAQ entries
by Christoph Zwerschke 01 Oct '14

01 Oct '14

I was wondering why the FAQ numbers in OTRS all start with "1000", and where this can be changed. Found that it is hard coded in FAQ.pm as SystemID (usually "10") + "00" + ItemID (serial number). Can anybody explain why the FAQ numbers are artificially enlarged that way? It really doesn't seem to make any sense to me, particularly not the hard coded "00". -- Christoph

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Multitanant architecture for OTRS
by Darshak Modi(darshak.modi) 30 Sep '14

30 Sep '14

Hello users, I like to use OTRS for multi-tenant architecture. I want different landing page for different subscriber/organization. What are ways to do the same? Is this can be done using Apache ? Do we need different schema for each tenant? Or different database ? Do we need different otrs directory ? Anyother way to implement so each org. has different page ?

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