- otrs - OTRS mailing lists

2.3.4 & 3.3 OTRS instances running?
by Karlos Jelez 22 May '14

22 May '14

Hi List, Is it possible to have both OTRS instances running in the same server? I have a FreeBSD 7.0 with 2.3.4 version and I want to use the newest version 3.3 Thanks a lot Karlos

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In the customer interface, can a search be made by ticket type or dynamic field?
by Bogdan Iosif 22 May '14

22 May '14

Hi list, Does anyone know if OTRS can enable customers to search their tickets by ticket type or dynamic fields? This would be an extension of the search already available in the customer interface. Thanks, Bogdan P.S: I went through all configs from SysConfig (v3.1.10) that seemed to be related to the customer interface and wasn't able to find anything related to customizing the search available to customers.

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Re: [otrs] In the customer interface, can a search be made by ticket type or dynamic field?
by Bogdan Iosif 22 May '14

22 May '14

I think you need to look in the Perl source file Ticket.pm and identify the fields available on the Ticket object. Those are likely the fields you can reference from Ticket::Frontend::CustomerTicketSearch###SearchCSVData. On Thu, May 22, 2014 at 6:10 PM, John Uhler <john.uhler(a)gmail.com> wrote: > Thanks for posting that info. Do you know where I can find out which > fields I can add to the CSV export? I would like to export ticket > interactions as well. > > Thanks > > On Wednesday, March 20, 2013 7:54:12 AM UTC-6, Bogdan Iosif wrote: > > After some more investigations I concluded that it's not possible to > search by ticket type, SLA or service in the customer interface, in > v3.1.10. If anyone finds out I was wrong please point it out. > > > > > > There is this one configuration > (Ticket::Frontend::CustomerTicketSearch###ExtendedSearchCondition) that I > haven't been able to take under account because I didn't understood what it > does (Help text: Allows extended search conditions in ticket search of the > customer interface. With this feature you can search w. g. with this kind > of conditions like "(key1&&key2)" or "(key1||key2)".) I saw other people > wondering out loud quite recently about it but no answers. > > > > > > > > Finally, if anyone else is wondering, even though you can't enable your > customers to filter tickets in their searches by ticket type, SLA or > service, you can still get those fields included in the output produced for > CSV by adding to the Ticket::Frontend::CustomerTicketSearch###SearchCSVData > configuration the values: Type, SLA and Service. This is really useful for > customers who need to compute their own reports, something that can't > really be done via the customer interface once you go above a couple tens > of tickets due to the interface lacking filters and customizable grid > columns. > > > > > > > > > > > > > > On Thu, Mar 14, 2013 at 5:50 PM, Bogdan Iosif <bogdan...(a)gmail.com> > wrote: > > > > > > > > I found "Frontend::Customer::Ticket::ViewSearch" and found out how to > include dynamic fields in both search conditions and results. > > > > > > Haven't yet found how to search by ticket type. Is it possible? > > > > > > > > > > > > > > > > On Thu, Mar 14, 2013 at 5:40 PM, Bogdan Iosif <bogdan...(a)gmail.com> > wrote: > > > > > > > > > > > > > > > > > > Hi list, > > > > Does anyone know if OTRS can enable customers to search their tickets by > ticket type or dynamic fields? > > > > > > > > > > This would be an extension of the search already available in the > customer interface. > > > > > > > > > > Thanks, > > Bogdan > > > > P.S: I went through all configs from SysConfig (v3.1.10) that seemed to > be > > related to the customer interface and wasn't able to find anything > > related to customizing the search available to customers. > >

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Odd issue - "This item has no articles yet."
by Marty Hillman 22 May '14

22 May '14

On three separate tickets opened this morning, clicking into them returns the message, "This item has no articles yet." This occurred on tickets opened by two different users. The only commonality is that they were all for the same sub-queue, so they were opened through the web interface. (Emailed tickets hit a different master queue for manual distribution.) Any thoughts on how to see the details that were entered for these tickets? Marty Hillman - IT Manager of Network Infrastructure [cid:image001.png@01CF75A2.72EBC700] 5801 Clearwater Drive, Minnetonka, MN 55343 P 612.617.4333 | E mhillman(a)equuscs.com<mailto:mhillman@equuscs.com>

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Quick'n'dirty script to mass-mail OTRS customers
by Dominik George 21 May '14

21 May '14

Hi, we faced the need to open tickets to all of our customers in order to inform them about the Heartbleed bug and the necessary consequences and we wanted to have that mail in OTRS as proof of the communication and for tracking. OTRS does not have an interface to send the same mail to all customers in seperate tickets with reasonable customer and agent info, so I hacked together a Python cript that uses the SOAP API to do the magic. It does: * Gather information needed to create the tickets * Read exxceptions in the form of e-mail address endings * Find all customers that do not match the exceptions * Open tickets to all these customers, that: - have the correct set of agent and customer - are set to "pending auto close+" because we want to get rid of the tickets should there not be any feedback The script has a known bug with everything else than ASCII in ticket title and body because Unicode in Python 2 is a PITA. I will probably fix that in the future or wait for patches ;). https://evolvis.org/plugins/scmgit/cgi-bin/gitweb.cgi?p=useful-scripts/usef… Cheers, Nik -- tarent solutions GmbH Rochusstraße 2-4, D-53123 Bonn • http://www.tarent.de/ Tel: +49 228 54881-319 • Fax: +49 228 54881-235 HRB 5168 (AG Bonn) • USt-ID (VAT): DE122264941 Geschäftsführer: Dr. Stefan Barth, Kai Ebenrett, Boris Esser, Alexander Steeg

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Add merge note after merging
by Gergely Polonkai 20 May '14

20 May '14

Hello, when I merge tickets together and add a note, set priority/whatever, those settings are applied to each tickets before the merge happens. Is this intentional? If so, is there a way to prevent it? Best, Gergely

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Re: [otrs] otrs 3.1.x
by Steve Clark 19 May '14

19 May '14

On 05/19/2014 03:40 AM, Michiel Beijen wrote: > Hi Steve, > > Is the OTRS user a member of the apache group? > > See http://otrs.github.io/doc/manual/admin/3.3/en/html/manual-installation-of-o… Hi Michiel, We are running on 64 bit CentOS 6.5. This was the permissions command I used: bin/otrs.SetPermissions.pl --otrs-user=otrs --otrs-group=apache --web-user=apache --web-group=apache /opt/otrs Does this seem correct? Should the --web-user be otrs? Also I just ran usermod -G apache otrs less /etc/group ... apache:x:48:otrs ... Thanks, Steve > > On Fri, May 16, 2014 at 2:11 PM, Steve Clark <sclark(a)netwolves.com> wrote: >> Hmm... >> >> drwxrwxr-x 16 otrs apache 4096 Jan 28 2013 var >> drwxrwsr-x 5 otrs apache 20480 May 15 15:12 var/tmp >> drwxrwsr-x 137 otrs apache 12288 May 16 08:02 var/tmp/CacheFileStorable/ >> drwxrwsr-x 2 apache apache 4096 May 16 08:04 >> var/tmp/CacheFileStorable/DynamicField/ >> -rw-rw-r-- 1 apache apache 353 May 16 08:02 >> var/tmp/CacheFileStorable/DynamicField/4305254fe4dae751808d76237ed4338f >> >> Do these perms look OK? >> >> Thanks, >> Steve >> >> On 05/16/2014 08:02 AM, Gerald Young wrote: >> >> File does not exist is not going to be fixed with permissions unless the >> permissions are to be applied to a parent folder where apache or otrs user >> has no access. >> >> >> On Fri, May 16, 2014 at 7:58 AM, Steve Clark <sclark(a)netwolves.com> wrote: >>> On 05/16/2014 07:33 AM, Sander Goudswaard wrote: >>> >>> I believe you need to run bin/otrs.SetPermissions.pl and/or >>> bin/otrs.DeleteCache.pl >>> >>> >>> >>> --------------------------------------------------------------------- >>> 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 is strange - the file is there and has the same permissions as all >>> the other >>> files in that directory. >>> >>> >>> -- >>> Stephen Clark >>> NetWolves Managed Services, LLC. >>> Director of Technology >>> Phone: 813-579-3200 >>> Fax: 813-882-0209 >>> Email: steve.clark(a)netwolves.com >>> http://www.netwolves.com >>> >>> --------------------------------------------------------------------- >>> 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 >> >> >> >> --------------------------------------------------------------------- >> 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 >> >> >> >> -- >> Stephen Clark >> NetWolves Managed Services, LLC. >> Director of Technology >> Phone: 813-579-3200 >> Fax: 813-882-0209 >> Email: steve.clark(a)netwolves.com >> http://www.netwolves.com >> >> --------------------------------------------------------------------- >> 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 > --------------------------------------------------------------------- > 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 > -- Stephen Clark *NetWolves Managed Services, LLC.* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

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Re: [otrs] otrs 3.1.x
by Michiel Beijen 19 May '14

19 May '14

Hi Steve, Is the OTRS user a member of the apache group? See http://otrs.github.io/doc/manual/admin/3.3/en/html/manual-installation-of-o… On Fri, May 16, 2014 at 2:11 PM, Steve Clark <sclark(a)netwolves.com> wrote: > Hmm... > > drwxrwxr-x 16 otrs apache 4096 Jan 28 2013 var > drwxrwsr-x 5 otrs apache 20480 May 15 15:12 var/tmp > drwxrwsr-x 137 otrs apache 12288 May 16 08:02 var/tmp/CacheFileStorable/ > drwxrwsr-x 2 apache apache 4096 May 16 08:04 > var/tmp/CacheFileStorable/DynamicField/ > -rw-rw-r-- 1 apache apache 353 May 16 08:02 > var/tmp/CacheFileStorable/DynamicField/4305254fe4dae751808d76237ed4338f > > Do these perms look OK? > > Thanks, > Steve > > On 05/16/2014 08:02 AM, Gerald Young wrote: > > File does not exist is not going to be fixed with permissions unless the > permissions are to be applied to a parent folder where apache or otrs user > has no access. > > > On Fri, May 16, 2014 at 7:58 AM, Steve Clark <sclark(a)netwolves.com> wrote: >> >> On 05/16/2014 07:33 AM, Sander Goudswaard wrote: >> >> I believe you need to run bin/otrs.SetPermissions.pl and/or >> bin/otrs.DeleteCache.pl >> >> >> >> --------------------------------------------------------------------- >> 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 is strange - the file is there and has the same permissions as all >> the other >> files in that directory. >> >> >> -- >> Stephen Clark >> NetWolves Managed Services, LLC. >> Director of Technology >> Phone: 813-579-3200 >> Fax: 813-882-0209 >> Email: steve.clark(a)netwolves.com >> http://www.netwolves.com >> >> --------------------------------------------------------------------- >> 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 > > > > > --------------------------------------------------------------------- > 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 > > > > -- > Stephen Clark > NetWolves Managed Services, LLC. > Director of Technology > Phone: 813-579-3200 > Fax: 813-882-0209 > Email: steve.clark(a)netwolves.com > http://www.netwolves.com > > --------------------------------------------------------------------- > 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

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otrs 3.1.x
by Steve Clark 16 May '14

16 May '14

Hi, Anybody know how to fix the error below? ERROR: OTRS-otrs.GenericAgent.pl-10 Perl: 5.10.1 OS: linux Time: Sun Apr 13 05:40:02 2014 Message: Can't open '/opt/otrs/var/tmp/CacheFileStorable/DynamicField/4305254fe4dae751808d76237ed4338f': No such file or directory Traceback (6693): Module: Kernel::System::Main::FileRead (v1.63) Line: 337 Module: Kernel::System::Cache::FileStorable::Get (v1.9) Line: 117 Module: Kernel::System::Cache::Get (v1.21) Line: 157 Module: Kernel::System::DynamicField::DynamicFieldGet (v1.56.2.2) Line: 272 Module: Kernel::System::DynamicField::DynamicFieldListGet (v1.56.2.2) Line: 940 Module: Kernel::System::GenericAgent::new (v1.81) Line: 117 Module: /opt/otrs/bin/otrs.GenericAgent.pl (v1.6) Line: 89 Thanks, -- Stephen Clark *NetWolves Managed Services, LLC.* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

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by mpecpiyush46＠gmail.com 15 May '14

15 May '14

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