- otrs - OTRS mailing lists

What will happen after "Auto Increment" finishes?
by Muhammad El-Sergani 04 Apr '11

04 Apr '11

Hi all, Silly question, but definitely running through many heads... If I choose "Autoincrement" for ticket numbering, with a minimum of "5", that means it will start @ 00000 (after the systemID), what happens after I reach 99999? Thanks and Best Regards, Muhammad El-Sergani.

3 3

List of owner
by Guillaume Rehm 04 Apr '11

04 Apr '11

Hi list, I use OTRS 2.4.7. I have set up my role <-> agents synchronisation with Active Directory Groups (see http://lists.otrs.org/pipermail/otrs/2010-February/thread.html#30647) All works fine, but now, I change some agent right's. Agent1 who have access to file 1,2,3 now must only have access to file 2,3. I changed AD groups, right in admin roles<->agents. But I have always Agent1 in owner list when I have a ticket in file1 ! When you want to change owner. Do you know how I can clear this list and have only agents with file1 r/w access ? Thanks in advance for your help -- Guillaume Rehm Responsable du Centre de ressources informatiques Bibliothèque nationale et universitaire de Strasbourg Guillaume.Rehm(a)bnu.fr http://www.bnu.fr 03 88 25 28 23

1 1

Using Postmaster Message Filter
by Muhammad El-Sergani 03 Apr '11

03 Apr '11

Hi all, I'm currently working on implementing filters for incoming emails in OTRS 3. If I add two or more filters in the "Filter Condition" area, are those conditions AND'd, or OR'd? Thanks and Best Regards, Muhammad El-Sergani.

3 10

Add pictures to Signatures
by Muhammad El-Sergani 03 Apr '11

03 Apr '11

Hi all, How can one add a picture to a system signature? I tried a lot of things, but eventually, failed. Thanks and Best Regards, Muhammad El-Sergani.

3 4

ldap issue with otrs 3.0.6
by Neil Simpson 01 Apr '11

01 Apr '11

Hello All, i've been trying to google for an answer to this likely easy issue: i configured otrs-ldap to fetch users from AD but i get "Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid." my config.pm file looks like this: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'BLANKED.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=BLANKED,DC=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=BLANKED,CN=Users,DC=BLANKED,DC=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthModule::LDAP::SearchUserDN'} = 'BLANKED(a)BLANKED.com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'BLANKED; $Self->{'AuthModule::LDAP::UserLowerCase'} = 0; $Self->{UserSyncLDAPMap} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{'AuthModule::LDAP::Die'} = 1; in the log file i get: [Notice][Kernel::System::Auth::LDAP::Auth] User: BLANKED (CN=BLANKED,CN=Users,DC=360t,DC=com) authentication ok (REMOTE_ADDR: 192.168.0.blanked). Mar 31 13:12:22 otrs-test OTRS-CGI-10[4855]: [Error][Kernel::System::User::UserLookup][Line:746]: No UserID found for 'BLANKED'! Mar 31 13:12:22 otrs-test OTRS-CGI-10[4855]: [Error][Kernel::System::User::UserLookup][Line:746]: No UserID found for 'BLANKED'! Mar 31 13:12:22 otrs-test OTRS-CGI-10[4855]: [Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 'BLANKED'!!! so it's authenticating but due to the fact the user doesn't exist in the otrs db it wont allow me to login. I thought this sync occured from the "usersyncldapmap" command above. any help much appreciated as i dont want to use the workaround which is to create a user in otrs before they login for first time. that's just stupid and annoying. thanks Neil

3 3

Trouble installing OTRS 3.0.6 onto CentOS 5.5 / Postgres 8.4: otrs-initial_insert.postgresql.sql contains ISO 8859 data, but database encoding is UTF8
by Aleksey Tsalolikhin 31 Mar '11

31 Mar '11

Hi. I'm trying to install OTRS 3.0.6, and, as the Web-based installer does not support Postgres, I am following README.database. My database is Postgres 8.4 (on CentOS 5.5). I've created the database: createdb --encoding=utf8 --owner=otrs otrs But when I run the initial insert file, it bombs out because it is ISO 8859 encoded, not UTF8. # psql otrs < scripts/database/otrs-initial_insert.postgresql.sql ... HINT: Use the escape string syntax for escapes, e.g., E'\r\n'. INSERT 0 1 ERROR: invalid byte sequence for encoding "UTF8": 0xeb7363 HINT: This error can also happen if the byte sequence does not match the encoding expected by the server, which is controlled by "client_encoding". WARNING: nonstandard use of escape in a string literal LINE 3: ...et gaat escaleren (<OTRS_CUSTOMER_SUBJECT[24]>)', 'Beste <OT... ^ ... # Let's check the encoding: # file scripts/database/otrs-initial_insert.postgresql.sql scripts/database/otrs-initial_insert.postgresql.sql: ISO-8859 English text, with very long lines, with CR, LF line terminators # I then tried to regenerate the SQL file from the XML file, following the instructions in the README.database, but the resulting SQL file contained ISO-8859 encoded text. Please advise. I'm trying to get a clean load of scripts/database/otrs-initial_insert.postgresql.sql Thanks, Aleksey

3 4

trying to get OTRS 3 up with Postgres: bin/otrs.CheckDB.pl fails: permission denied for relation valid, SQL: 'SELECT * FROM valid'
by Aleksey Tsalolikhin 31 Mar '11

31 Mar '11

otrs.CheckDB.pl fails, it says permission denied for table "valid" - the table is there though. # /opt/otrs/bin/otrs.CheckDB.pl Trying to connect to database DSN: DBI:Pg:dbname=otrs;host=localhost; DatabaseUser: otrs DBD::Pg::st execute failed: ERROR: permission denied for relation valid at /opt/otrs/Kernel/System/DB.pm line 553. ERROR: OTRS-otrs.CheckDB.pl-10 Perl: 5.8.8 OS: linux Time: Tue Mar 29 17:23:42 2011 Message: ERROR: permission denied for relation valid, SQL: 'SELECT * FROM valid' Traceback (10727): Module: /opt/otrs/bin/otrs.CheckDB.pl (v1.4) Line: 71 DBD::Pg::st fetchrow_array failed: no statement executing at /opt/otrs/Kernel/System/DB.pm line 616. No initial inserts found! # psql -U otrs otrs psql (8.4.4) Type "help" for help. > \d valid Table "public.valid" Column | Type | Modifiers -------------+--------------------------------+---------------------------------------------------- id | integer | not null default nextval('valid_id_seq'::regclass) name | character varying(200) | not null create_time | timestamp(0) without time zone | not null create_by | integer | not null change_time | timestamp(0) without time zone | not null change_by | integer | not null Indexes: "valid_pkey" PRIMARY KEY, btree (id) "valid_name" UNIQUE, btree (name) Foreign-key constraints: "fk_valid_change_by_id" FOREIGN KEY (change_by) REFERENCES users(id) "fk_valid_create_by_id" FOREIGN KEY (create_by) REFERENCES users(id) Referenced by: TABLE "article_sender_type" CONSTRAINT "fk_article_sender_type_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "article_type" CONSTRAINT "fk_article_type_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "article" CONSTRAINT "fk_article_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "auto_response_type" CONSTRAINT "fk_auto_response_type_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "auto_response" CONSTRAINT "fk_auto_response_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "customer_user" CONSTRAINT "fk_customer_user_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "follow_up_possible" CONSTRAINT "fk_follow_up_possible_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "groups" CONSTRAINT "fk_groups_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "link_state" CONSTRAINT "fk_link_state_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "link_type" CONSTRAINT "fk_link_type_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "mail_account" CONSTRAINT "fk_mail_account_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "notification_event" CONSTRAINT "fk_notification_event_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "queue" CONSTRAINT "fk_queue_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "roles" CONSTRAINT "fk_roles_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "salutation" CONSTRAINT "fk_salutation_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "signature" CONSTRAINT "fk_signature_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "standard_attachment" CONSTRAINT "fk_standard_attachment_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "standard_response" CONSTRAINT "fk_standard_response_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "system_address" CONSTRAINT "fk_system_address_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "ticket_history_type" CONSTRAINT "fk_ticket_history_type_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "ticket_history" CONSTRAINT "fk_ticket_history_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "ticket_lock_type" CONSTRAINT "fk_ticket_lock_type_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "ticket_state" CONSTRAINT "fk_ticket_state_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "ticket_type" CONSTRAINT "fk_ticket_type_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "ticket" CONSTRAINT "fk_ticket_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) TABLE "users" CONSTRAINT "fk_users_valid_id_id" FOREIGN KEY (valid_id) REFERENCES valid(id) > Any suggestions? Aleksey

3 3

remove html code in answer
by jverhoeff＠beckhoff.nl 31 Mar '11

31 Mar '11

Hi experts, I (want to) use the <OTRS_CUSTOMER_BODY> tag in a response template / answer. (Admin--> responses) But when the previous email (BODY) has HTML-code (most emails these days do) it shows a lot html code in the edit field like (</br>) instead of interpreting this. Is it possible to remove html from this field? something like RemoveHtml(<OTRS_CUSTOMER_BODY>) Thanks Met vriendelijke groet / Gruß / Best Regards, Jurjen Verhoeff

1 0

Set value for no. of mails to be retrieved everytime
by Muhammad El-Sergani 31 Mar '11

31 Mar '11

Dear all, How could I set the max no. of emails to be retrieved everytime? Best Regards, Muhammad El-Sergani.

2 4

escalation update time
by Paul Taylor 30 Mar '11

30 Mar '11

Anyone know a way to extend the escalation update time when you add a note-internal or note-external? It appears the only two ways to update escalation update time is either use email-external or phone. I'd like to add note-internal and note-external. >From OTRS: Escalation - update time (minutes): If there is an article added, such as a follow-up via email or the customer portal, the escalation update time is reset. If there is no customer contact, either email-external or phone, added to a ticket before the time defined here expires, the ticket is escalated. Thanks, Paul

2 1

itsm access level
by Luis Daniel Lucio Quiroz 30 Mar '11

30 Mar '11

helo, just wondering if theres a way to control access in itsm 3. I mean that some agents can see some CI's and other agents other CI's. Thanks in advance, LD

2 1

Adding queues after upgrade to OTRS latest version
by Jorge Cabrera 30 Mar '11

30 Mar '11

Hi, I upgraded a month ago to OTRS's latest version. Everything was working fine until recently I had the need to add another queue (I know, I should've tested this before upgrading). When I try to add a new queue it seems that the data is not reaching the SQL insert command and I get the following error: ERROR: invalid input syntax for integer: "", SQL: 'INSERT INTO queue (name, group_id, unlock_timeout, system_address_id, calendar_name, default_sign_key, salutation_id, signature_id, first_response_time, first_response_notify, update_time, update_notify, solution_time, solution_notify, follow_up_id, follow_up_lock, valid_id, comments, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' Is this an issue? Did somebody else get this problem? Thanks for your help -- *Jorge Cabrera Méndez* Departamento de IT T: +34 916 011 373 M: +34 637 741 034 F: +34 916 011 372 jorge.cabrera(a)andago.com <mailto:jorge.cabrera@andago.com> www.andago.com <http://www.andago.com/> Síguenos en: Twitter <http://twitter.com/andago> - Facebook <http://www.facebook.com/pages/Andago/111911732048> - LinkedIn <http://www.linkedin.com/groups?gid=1479457> - YouTube <http://www.youtube.com/andagotv> *ÁNDAGO INGENIERÍA* Álcalde Ángel Arroyo, 10, 1º 28904, Getafe, Madrid (Spain) *ÁNDAGO LABS* Bizkaia Technology Park Kanala Bidea, Edif-103, 1º izq. E-48170, Zamudio, Bizkaia (Spain) logotipo de Andago *ÁNDAGO INTERAMÉRICAS* Ciudad del Saber Edificio 223, 3ºA. Ciudad de Panamá (Panamá) Antes de imprimir este mensaje, asegúrese de que es necesario. El medio ambiente está en nuestra mano. Consider the environment before printing this mail. AVISO LEGAL ------------------------------------------------------------------------ *ANDAGO CONSULTING SL / ANDAGO INGENIERÍA, SL* le informa que los datos facilitados por Ud. y utilizados para el envío de esta comunicación serán objeto de tratamiento automatizado o no en nuestros ficheros, con la finalidad de gestionar la agenda de contactos de nuestra empresa y para el envío de comunicaciones profesionales por cualquier medio electrónico o no. Vd. podrá en cualquier momento ejercer el derecho de acceso, rectificación, cancelación y oposición en los términos establecidos en la Ley Orgánica 15/1999. El responsable del tratamiento es ANDAGO CONSULTING SL / ANDAGO INGENIERIA SL, con domicilio en C/ ALCALDE ANGEL ARROYO, 10, 28904, Getafe (Madrid). El contenido de esta comunicación, así como el de toda la documentación anexa, es confidencial y va dirigido únicamente al destinatario del mismo. En el supuesto de que usted no fuera el destinatario, le solicitamos que nos lo indique y no comunique su contenido a terceros, procediendo a su destrucción. DISCLAIMER ------------------------------------------------------------------------ The content of this communication and any attached information is confidential and exclusively for the use of the addressee. If you are not the addressee, we ask you to notify to the sender and do not pass its content to another person, and please be sure you destroy it.

3 4

Dashboard integration with Cisco Call agent (or any other call agent..)
by Danail Petrov 30 Mar '11

30 Mar '11

Hey guys, I was wondering (I've searched for that) is there any OTRS module that is able to perform Call agent integration ? My basic idea is to do the following: 1. Incoming call is received. Helpdesk engineer picks up the phone 2. Call agent is able to provide some arguments (B Number/Calling station) to any software. My idea here is to get this calling number (b number) and provide it as argument to some custom script. This script shall provide some MySQL queries and based on that it will either open a "new phone ticket" or just will open OTRS page with currently opened tickets (I'm still contemplating) I can do it by my own, using my custom scripts but what I actually want to do is to make it "clear". I want to integrate it OTRS and put this information on Dashboard. As soon as call is received - the otrs page is refreshed with some custom information on top (caller number, customer name, customer company, currently opened tickets and so on). Could you, please, give me opinion/experience/suggestions with that? Does anybody else did something like that, is there already module for that and so on.. Kind regards, Dani

2 2

no change state ticket (new open)
by DM_Julio Angulo 30 Mar '11

30 Mar '11

Good morning, I have a question, I would change the behavior of OTRS, the following occurs: an agent and attended and confirmed with the client completing a ticket, but after a while the client sends a mail using the last post used by OTRS , which makes the ticket back to the open state and reset the time, could help to avoid this behavior and prevent re-open the ticket. Julio Angulo

3 2

How to use Import/Export Management to create links between config items
by Martin Aigner 29 Mar '11

29 Mar '11

Hello OTRS, first of all, OTRS is a great project. We are struggeling with an ancient ticket/inventory systems for ages and now it seems we are finally able to swithing to OTRS. Thanks for that. Right now I am trying to migrate our inventory to OTRS using the import/export management. I retrieve inventory data from OCS inventory http://www.ocsinventory-ng.org/ and write a csv file with a simple python script. btw: I am willing to share the script if someone is interested. It is not a big deal, though. This procedure works fine for computers, printers, monitors... as stand alone items. What I would like to do is to import the link between this items. I can provide the IDs of the related items but it seems that the import manager cannot create a template to import such data. I use $OTRS/bin/otrs.ImportExport.pl with a template I created using the admin interface. Best, Martin

3 5

Type, service, SLA and LDAP clients
by Ionel GARDAIS 29 Mar '11

29 Mar '11

Hi all, All my clients are pulled from an ActiveDirectory. How to add a client<->service mapping inside the Config.pm file ? (i.e. not to modify by hand all the users to assign the services to them). Also, I activated the "Type" and "Service" support in Core::Ticket but I do not see menus to change them for tickets already created. Am I missing something ? Thanks, Ionel -- Ionel GARDAIS Tech'Advantage CIO - IT Team manager

2 2

Adding pictures to previously saved signatures
by Muhammad El-Sergani 28 Mar '11

28 Mar '11

Dear all, Is there a way to attach a picture, such as the company's logo, to a predefined signature? I found that it's possible only when replying/creating a ticket. Thanks and Best Regards, Muhammad El-Sergani.

2 2

Can't "Reply All" or "Reply"
by Muhammad El-Sergani 25 Mar '11

25 Mar '11

Dear all, I'm the root user on an OTRS system, and I can't reply or reply-to-all to a ticket. Is there something that I should do for my user account to be able to reply back to tickets? I have both incoming and outgoing email accounts configured on the system, the incoming is working fine, as well as the outgoing (when creating a new outbound email ticket), and I'm using OTRS 3.0.6. Please, your help is very much appreciated. Best Regards, Muhammad El-Sergani.

1 1

Tag shortcuts not working, always
by Muhammad El-Sergani 25 Mar '11

25 Mar '11

Dear all, When creating a signature, using one of the tags, "<OTRS_CURRENT_UserFirstname> <OTRS_CURRENT_UserLastname> on behalf of XYZ Company", for example, it doesn't fetch the corresponding values from the system. Is there anything missing? Best Regards, Muhammad El-Sergani.

1 1

ITSM - multiple customers
by Aleksander Walesa 25 Mar '11

25 Mar '11

Hi All, We are using OTRS for a couple of years dealing with IT problems at our customers networks and server's rooms - it's just doing what is designed for :). Now we would like to implement ITSM in our system for us and our customers. But I think (please correct me if I'm wrong) there is no support for multiple customers in ITSM? No separate catalogs, CMDB, customers permissions etc? Just one big ITSM system that everyone can access (of course if he/she is in one of itsm groups)? Best Regards, Aleksander Walesa POLAND

1 0

Valid Ticket Attributes
by Porier, Jeremy 24 Mar '11

24 Mar '11

Is there a way to set the Attributes on a dashlet (Ticket -> Frontend::Agent::Dashboard) to show only tickets that have unseen article(s)? Better yet, is there documentation of valid attributes for a ticket search? Jeremy Porier Director of IT Arapahoe Community College jeremy.porier(a)arapahoe.edu

1 0

Time acconting per day
by Ralph Eckhard 23 Mar '11

23 Mar '11

Hi there, My boss wants to keep tracked of the time spent per day by specific engineers. When we do something in a specific call, we use the 'accounted time' feature to enter the time spent. When a call is closed, the total accounted time in that ticket is billed to the costumer. However, as said, we want to track the time spent per engineer per day. Ofcourse, multiple engineers can work on one ticket and a ticket can be active for multiple days, with spent time on every single day. Furthermore, I don't know if the accounted time is kept per note in the ticket, or if the values are just added every time a new note is submitted to the ticket. Can someone say if what I (or at least my boss ;)) wants, is possible? Regards, Ralph Eckhard ralph(a)sysaut.nl

2 1

otrs.RebuildConfig.pl returns mismatched tag 'Hash'
by Danail Petrov 23 Mar '11

23 Mar '11

Hello guys (and girlsJ), This is my first post here and I hope it will not violate any list rules. I have successfully installed OTRS and started to customize it for my needs. I tried to edit the content of Kernel/Config/Files/Ticket.xml In order to implement some functionality. Unfortunately I got stuck on something, which I believe it's kind of bug or something. Check the following snipped: otrs:~# su - otrs otrs@otrs:~$ id uid=1001(otrs) gid=1001(otrs) groups=33(www-data),1001(otrs) otrs@otrs:~$ perl bin/otrs.RebuildConfig.pl mismatched tag 'Hash' I thought that maybe I did something wrong and I returned back the old Ticket.xml file. Nothing helped. The result now is that I am not able to perform any configuration changes via AdminSysConfig. I got the same error: Software error: mismatched tag 'Hash' For help, please send mail to the webmaster (danail.petrov(a)example.com) giving this error message and the time and date of the error. Thank you in advance for your effort and cooperation! Kind regards, Dani Petrov

2 4

Services in Ticket Templates
by Robert Poreba 23 Mar '11

23 Mar '11

Hi All, Did anybody manage to automatically select Services in Ticket Templates? I tried setting it up in using both http://blog.otrs.org/2010/11/02/otrs-3-0-ticket-templates/ and TicketTemplate-0.1.94 module from OPAR but no luck (the dropdown box is empty until I select the customer). This is one of the last few things I need to sort out before we go live with OTRS so many thanks for any help J OTRS 3.0.6 with ITSM 3.0. - Robert

2 1

Postmaster Filter
by Jan.Dreyer＠bertelsmann.de 22 Mar '11

22 Mar '11

Hi, I want to give some freetext input in header information of incoming mails. example: ---8< -- From: customer(a)domain.de To: otrsrecipient(a)mydomain.de Message-ID: <25012212.91300793495185.JavaMail.some@host> Subject: some infotext [Ticket# 841401199864] MIME-Version: 1.0 Content-Type: multipart/mixed; boundary="----=_Part_9_546520.1300793495185" Articlefreekey1: MY_ID Articlefreevalue1: 1401199864 Articlefreekey2: MY_CONTACT_NAME Articlefreevalue2: User%20Name ---8< --- Is it possible to put these variables (Articlefreekey1, .) into the database somehow? Greetings Jan Dreyer

3 5

Not create tickets with mailing list or DL is in cc
by Ajmal Ahmed 22 Mar '11

22 Mar '11

Hi, Is it possible to configure OTRS as to achieve the following objective: * Mails when sent to a specific DL (Distribution List) in cc should not create tickets, but instead inform the user to mark the id in 'To' field if the intention is to raise ticket and archive/delete the mail. Presently, this can be done for single ID only, using 'When I'm in cc option' of outlook. How can this be achieved for multiple DL's Ex: Sys Admin DL, DB Admin DL, MW Admin DL etc. Best regards, Ajmal Ahmed

2 1

help with statistics
by Anders Bolinder 22 Mar '11

22 Mar '11

Hello I would like to know how i can create statistics on how many tickets been created between a certain time period, for example between 6 and 8 am? /Anders Bolinder

2 1

Google-Maps-Customer-Map plugin ?
by Laurent Minost 22 Mar '11

22 Mar '11

Hi OTRS Users, By checking http://otrs.org/2.4/features/ webpage, we have a good screenshot of this plugin and an announce that states it will come "soon" ? OTRS 2.4 is now more than one year old but no Google Maps plugin yet :) Does anyone know if it is planned to be released someday please ? Or maybe it is available as a development/beta package somewhere ? Thanks. Best regards, Laurent

4 8

customer username and from:
by Rogerio F Cunha 22 Mar '11

22 Mar '11

I'm new on OTRS. I'm running OTRS 3.0.6. How tell to postmaster to associate a received email to a customer user name (if the user name is not a email) ? Of curse the customer I used to test have the "Email" field filled right, and the email field "From:" (received by postmaster) has the exactly email of the Customer. Sincerely, Rogerio.

1 0

Blackberry V3
by Dave Wojciechowski 20 Mar '11

20 Mar '11

Has anyone had any luck using v3.x.x on a blackberry? Disclaimer: This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message. Any disclosure, copying, or distribution of this message, or taking any action based on it is strictly prohibited.

1 0

Download mail POP/IMAP and leave a copy on the server
by Muhammad El-Sergani 19 Mar '11

19 Mar '11

Dear all, I've searched a while regarding how to allow OTRS to download emails from the server and still retain a copy there, leaving it unread. So the questions are: 1- Which is preferable? POP or IMAP? We're using Google mail for the help desk account. 2- What exact steps are to be taken to work around this? Do I have to edit a .pm file, and how? Or what exactly should be done? We're running a Fedora 14 machine, and will migrate to a CentOS 5.5 later... basically running Linux. Your help and support are very highly appreciated guys! Thanks and Best Regards, Sergani. -- Best Regards, Muhammad El-Sergani.

4 10

Owner list shows agents without write access
by Hugh Kelley 18 Mar '11

18 Mar '11

Is it possible to have the agent/owner list filtered so that agents without read+write access in a ticket's current queue are not visible? Is it a sysconfig option? Hugh

1 1

Problem setting default customer skin
by Porier, Jeremy 18 Mar '11

18 Mar '11

I'm trying to setup a skin for our Customer interface, running otrs 3.0.1. I created the directory /opt/otrs/var/httpd/htdocs/skins/Customer/ACCCustomer/css and created the file Core.Default.css. The contents of that file are: #Header #Logo { position: absolute; top: 200px; right: 25px; width: 193px; height: 40px; background: transparent url(../img/ACCSmallLogo.png) no-repeat; } I then created ACCCustomerSkin.xml in /opt/otrs/Kernel/Config/Files which contains the following: <?xml version="1.0" encoding="utf-8" ?> <otrs_config version="1.0" init="Framework"> <ConfigItem Name="Loader::Customer::Skin###100-ACCCustomer" Required="0" Valid="1"> <Description Translatable="1">Custom skin for ACC Customers.</Description> <Group>Framework</Group> <SubGroup>Frontend::Customer</SubGroup> <Setting> <Hash> <Item Key="InternalName">ACCCustomer</Item> <Item Key="VisibleName">ACC Customer</Item> <Item Key="Description">ACC Customer skin</Item> <Item Key="HomePage">helpdesk.arapahoe.edu</Item> </Hash> </Setting> </ConfigItem> </otrs_config> I then went to sysConfig and set Loader::Customer::SelectedSkin to ACCCustomer. After all of that it doesn't show my logo in the customer interface. I'm sure I'm missing something simple (been staring at the screen for far too many hours setting all of this up). Thanks for any help. - Jeremy

2 2

ticket creation slow.
by Steve Clark 18 Mar '11

18 Mar '11

Hello, We have been using OTRS 2.4.9 for about 8 months now. The ticket creation now takes 25+ seconds where it used to take about 5 seconds. We are running on a HP DL380 Linux system with Dual Intel(R) Xeon(TM) CPU 3.20GHz using postgresql 8.4.4. Any suggestions for improving performance, cleanups, etc. Thanks, -- Stephen Clark *NetWolves* Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

3 5

Blackberry V3
by Dave Wojciechowski 17 Mar '11

17 Mar '11

Has anyone had any luck using v3.x.x on a blackberry? Disclaimer: This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message. Any disclosure, copying, or distribution of this message, or taking any action based on it is strictly prohibited.

1 0

Notification on change update
by Carlos Andrés Gallego Arboleda 17 Mar '11

17 Mar '11

Hi We're using ITSMChangeManagement 2.1.1 and we'd like to tweak some notifications. We're particularly interested on sending notifications during the following actions: Update ChangeManager Update ChangeStatus (or ChangeState) Update Start Time and End Time of a Change Update ChangeBuilder But all of this notifications seems to use the same es::Agent::Change::ChangeUpdate body. Is there any way of sending different bodies for each of those notifications? Or is it possible to associate some other bodies like the following ones but being triggered under a different event such as the ones I listed before? es::Agent::Change::ChangeDelete es::Agent::Change::ChangeLinkAdd es::Agent::Change::ChangeLinkDelete Carlos Gallego

1 0

Follow up based on number in email body
by Robert Poreba 16 Mar '11

16 Mar '11

Hi All, We are logging calls with 3rd party and give them our OTRS Ticket number as a reference. They reply to us with this number in the body of their email, always with format of: Reference 1: *TicketNumber* I know I can use PostmasterFollowUpSearchInBody to scan the whole body but I was trying to use PostMaster filter instead (to ensure only their tickets are scanned). Do you know which Email Headers do I need to set up with *TicketNumber *to ensure the email is appended to the correct Ticket? -- Thank you Robert

1 0

Re: [otrs] FAQ article help
by Silver springs 16 Mar '11

16 Mar '11

Hi Lukasz, Thanks for your reply on the FAQ article help. Im not sure if I understand what you said about the f_subject and other fields. Please let me know what are these f_subject, f_field1 etc .. What do these attributes represent when I select them ? Could you please tell me what they mean in terms of an individual FAQ article ? I see that if I select the output to CVS, I get an output in excel format . Do you mean setting the limit to above 74, it downloads more than 74 FAQ articles ? Please help me understand these questions. Winter.

3 2

Agent reply via email
by Kristofer Pettijohn 16 Mar '11

16 Mar '11

Hello, I am using OTRS 3.0.6. Is it possible for agents to reply via email? I would like the agents to be able to reply to the notifications they receive, and then have the email picked up by OTRS, OTRS will recognize that it is an agent (rather than the customer), add the notes to the ticket from the agent, and also send the email to the customer? Thanks, Kris

1 0

Config Items data
by Straccialano, Rosanna 16 Mar '11

16 Mar '11

Hi, Can somebody please tell me why the config items data is written in XML within the xml_storage table and not just normal fields like everything else? Is there a reason for this? Thank you, Rosanna

1 0

FAQ article help
by Silver springs 15 Mar '11

15 Mar '11

Hi Please let me know if it is possible to download an FAQ article in OTRS. I'am looking for a way where we can download the content of an FAQ article but not the attachments. Some way where I can extract the data . We have about 74 FAQ articles . Copy and pasting all the articles would consume a lot of time. Please help Winter.

2 1

Upgrading OTRS from 3.0.1 to 3.0.6
by Gerold Jens Wucherpfennig 15 Mar '11

15 Mar '11

Hi, When directly upgrading from OTRS 3.0.1 to 3.0.6: Why was in the /opt/otrs/Kernel/Config/GenericAgent.pm $VERSION changed from 1.13 to 1.14 and what does this mean? Best Regards, Gerold

2 2

OTRS ITSM - How to show Free Text into Change Search output ?
by Stefano Boccanera 14 Mar '11

14 Mar '11

Hi folks I have some problem on the Change Search output. I defined some Free Text on the ITSM Change form and all works fine. Now using the Change search function I'd like to have the output (Print or Normal) with additional column showing the Free Text. Let me say : I configured a free text with key value K_1 and content = k1content, then I put the same key into the ChangeSearchView configuration table, enabling the show of the field switching to 1 the content field. The Changes have the text field K_1 set and valued by a string (free text) so I can see the value when printing the specific Change. When I'll try to search for a set of Changes, and show the result, the K_1 field is never shown. Any suggestion ? thanks in advance -- * Stefano Boccanera*

1 0

accessing OTRS from other computers
by Andrew Meyer 14 Mar '11

14 Mar '11

I am having a problem where I can access OTRS from some computers but not others. The solution is to ping each computer every hour. I have disabled SELinux, IPTables firewall. I am not sure what else to do, I am running on the beta still and am not sure what to do. I know I need to upgrade but the system is running fine. I am working on replicating my MySQL database, to another server but haven't had time to do setup a new webserver. Is this an problem with the beta? Is there another way to fix this?? Andrew Meyer ameyer(a)precisionpractice.com <mailto:ameyer@precisionpractice.com> Unix Systems Administrator Precision Practice Management 689 Craig Rd. Saint Louis, MO 63141 314-787-0681 (Main Line) 314-881-5265 (Direct) 314-881-5365 (Fax) 314-565-0868 (cell) After Hours Emergency 314-576-9146

3 6

Different Customer's Companies Pages HELP!
by robert nkeramugaba 14 Mar '11

14 Mar '11

Hello all! I am currently a newbie to OTRS. I have managed successfully to install it and use some features such as ticket creation, reply...etc. I am a bit confused concerning how efficently i can create different companies portals or pages when these companies have one provider. Lets take this scenario: Suppose i am Provider A that offer different services to different companies such as Company X and Company Y. Company X has users with lets say one user(john) with one CustomerID and as well as Company Y with one user(jane) with a specific CustomerID. My question is how can we configure OTRS so that John logs in http://example.com/otrs/customer1.pl (for company X tickets) and Janes logs inhttp://example.com/otrs/customer2.pl (for company Y tickets). The issue i had is that whenever i log in with John credentials and afterwards Jane logs in with her credentials, one end up logging out forcefully because they kinda log in on http://example.com/otrs/customer.pl. I have been trying to go through the forum but i am not getting any clue [image: :-(] It would be much appreciated if someone who had tackled this could make some light at the end of the tunnel [image: :-)] Cheers and thanx Robert.

2 1

Can't process mail error in System Log
by wes＠automaticduck.com 14 Mar '11

14 Mar '11

OTRS 2.4.9 I was checking my system log and there was this set of errors from overnight... Tue Mar 8 00:10:04 2011 error OTRS-PM-1 Can't process mail, see log sub system! at /opt/otrs/bin/PostMaster.pl line 117. Tue Mar 8 00:10:04 2011 error OTRS-PM-1 Can't process email with MessageID <<20101020173048.22720.qmail(a)norma.cybrhost.com>>! Please create a bug report with this email (From: XXXX.XXXX(a)XXXXXXX.com, Located under var/spool/problem-email*) on http://bugs.otrs.org/! Tue Mar 8 00:10:03 2011 error OTRS-PM-1 Can't get ArticleID from INSERT! Tue Mar 8 00:10:03 2011 error OTRS-PM-1 Illegal mix of collations (latin1_swedish_ci,IMPLICIT) and (utf8_general_ci,COERCIBLE) for operation '=', SQL: 'SELECT id FROM article WHERE ticket_id = ? AND a_message_id = ? AND a_from = ? AND a_subject = ? AND incoming_time = ?' Tue Mar 8 00:10:03 2011 notice OTRS-PM-1 New Ticket [18467/Cant copy .wav] created (TicketID=8589,Queue=AutoDuck Support,Priority=3 normal,State=new) I'm not sure what I'm supposed to do here. I looked in /opt/otrs/var/spool and I see a file there, but what do I do with it? Thank you.

3 2

Ticket owner set up automatically
by Robert Poreba 13 Mar '11

13 Mar '11

Hi All, When we create new Tickets, the Agent creating it becomes the Owner automatically. Is there a way to disable this feature so the Ticket sits in the queue with blank owner until somebody picks it up? I've checked google but no luck. -- Kind Regards, Robert

3 5

Postmastermailbox.pl spams root mailbox
by Thorsten Goerich 11 Mar '11

11 Mar '11

Hi, I have a problem on one of our OTRS Systems and can´t figure out the problem. System: Language is German! opensuse 11.3 / PostgreSQL 8.4 / OTRS 2.4.9 / utf-8 I have several scripts in the root-crontab to backup files and DB every hour (we need this on our production system) that works good. Now I wanted to send me mails. So I added an alias for root to my mailadress. Now I get every hour my mails about my backupscripts. But now I saw that the PostmasterMailbox.pl sends every 10 minutes (when it catches mails from our systemmailbox) a mail to root (to me since I added the alias). Please take a look at these mail and tell me how I can get rid of this "failure" or is this a failure? Another system has no mails in root mailbox. This is the mail I get: Subject: Cron <otrs@SERVERNAME> $HOME/bin/PostMasterMailbox.pl >> /dev/null Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Can anybody tell me where I have start searching? Thanks. Best regards Thorsten Goerich

2 1

Does OTRS 3 support DB2?
by Ward, Pierce 11 Mar '11

11 Mar '11

Hi, We are trying to set up OTRS 3.0.6 with DB2 9.7 FP3a on a 64bit Linux system. We have run into a couple of issues however, and it looks like the SQL/data type sizes are not supported by DB2. When we try to view the example ticket, the following error is printed to the Apache error logs: Message: [IBM][CLI Driver][DB2/LINUXX8664] SQL1585N A system temporary table space with sufficient page size does not exist. SQLSTATE=54048, referer: http://1.1.1.1/otrs/index.pl?Action=AgentTicketZoom;TicketID=1 The database is created with a pagesize of 32K (32768). Our DBA checked the query in question, and determined that it required a pagesize of '33529'; i.e. db2 'describe 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' | cut -c23-35 | awk '{i=i+$1; print $1,i;}' | tail -n 1 33529 This is above the maximum supported by DB2 (32768). Has anyone successfully ran OTRS3 and DB2? Any suggestions on how we can overcome this problem? Thanks! Pierce CONFIDENTIALITY NOTICE: The contents of this email are confidential and for the exclusive use of the intended recipient. If you receive this email in error, please delete it from your system immediately and notify us either by email, telephone or fax. You should not copy, forward, or otherwise disclose the content of the email.

3 3

Reply to a customer ticket
by Polonkai Gergely 11 Mar '11

11 Mar '11

Hello! I have upgraded from OTRS 2.4.x to 3.0.6. Until today we were testing the ITSM features of OTRS::ITSM, which works great. Today, we began to test the ticketing features, so we could fully migrate from our old ReadyDesk system to OTRS. However, we cannot find a reply feature in the ticket display. When I zoom to a ticket, there is a <select> box with -Reply- in it, but nothing happens whatever I do with it. Am I missing, or forgot to turn on something? Thanks in advance! Gergely Polonkai

2 2

timezone issue
by IT easyap 11 Mar '11

11 Mar '11

Hello, We have a Server installed in Madrid ( spain ) CET - GMT+1 and we have agents in spain and in Mexico GMT-6. The server has the etc/localtime file fro CET time zone We want to have the created time record recorded in CET time but we want to use the display the tickets in the apropiate time zone time that is , the server time in spain and mexico time for Mexican users. Our actual configuration is: Timezone +0 TimeZoneUser No TimeZoneUserBrowserAutoOffset Yes the records in the database are recorded at the correct time and the ticket time display is the same than the database time both spain and mexico We tried to change some parameters in Core:Time with no success results. Timezone +1 TimeZoneUser No TimeZoneUserBrowserAutoOffset Yes With this configuration records are recorded in the database with 1 our of difference with the correct time and the display is with the same time than the server Timezone +1 TimeZoneUser Yes TimeZoneUserBrowserAutoOffset Yes With this configuration records are recorded in the database with one hour of difference and the display is for spain with 2 hours of difference (+1) Do you Know whats the correct configuration of timezone variables ? Thanks in advance

1 0

Notification time slot
by Stephan Lang 11 Mar '11

11 Mar '11

Hi Is there a way to send notifications, or event based notifications only within a specific time slot? I'd like to send a ticket created notification to an agent, but only outside of the specified TimeWorkingHours. Yours sincerely p.p. Stephan Lang System Administrator [Interzum]<http://www.bockonline.de> ------------------------------------------------------------------------ Bock 1 GmbH & Co. KG An der Heide 17 92353 Postbauer-Heng Sitz: Postbauer-Heng Amtsgericht N?rnberg, HRA 11 240 pers. haft. Gesch?ftsf?hrer: Hermann Bock Bock 1 Verwaltungs GmbH Sitz: Postbauer-Heng Amtsgericht N?rnberg, HRB 93 10 Gesch?ftsf?hrer: Harald Meyer, Klaus Stepper Diese E-Mail enth?lt m?glicherweise vertrauliche und/oder rechtlich gesch?tzte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrt?mlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail ist nicht gestattet. This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the material in this email is strictly forbidden.

2 1

how to change
by DM_Julio Angulo 11 Mar '11

11 Mar '11

Hello, do not understand how to make changes, someone has a manual of procedures of this part or a link where you can advise me. thanks Julio Cesar Angulo Quiroz Telf.: 997066155

4 8

can't next outside a loop block at../..//Kernel/System/Ticket.pm line 4993
by Boon Yam 11 Mar '11

11 Mar '11

Hi all After I pressed a button to submit a ticket, below error shows :- can't next outside a loop block at../..//Kernel/System/Ticket.pm line 4993

1 0

Adding New E-Mail Addresses To REPLY-ALL
by Sam Lurie 10 Mar '11

10 Mar '11

If a customer submits a ticket, and CC's several people, when I click REPLY-ALL, they are all included. If one of those people forwards this ticket to someone not on the initial e-mail list, and this person then replies, the user is now an important part of the ticket thread, but they're e-mail is not auto-populated in the REPLY-ALL drop down. Another scenario is that I reply to a ticket, and include someone new. Once they respond, if I click REPLY-ALL, they aren't auto populated in the TO or CC fields. Basically, I'd like to see anyone who the system has e-mailed, or who has e-mailed the system, automatically included in the REPLY-ALL auto-population. Imagine that an end user (we'll call them the "Customer") submits a ticket, and CC's one of their Co-Workers (we'll call that person "Co-Worker). Their ticket requires me to e-mail a 3rd party vendor (we'll call them "Vendor". So I click REPLY-ALL. OTRS auto-populates the Customer in the TO field, and the Co-Worker in the CC field. I'd move the Customer to the CC field, so that both the Customer, and the Co-Worker, are in the CC field, and now I will enter the e-mail address of the Vendor in the TO field and forward the initial ticket. Some time later, the Vendor will reply all, which the Customer and the Co-Worker will see, and OTRS will add to the history log. Now here's where the problem is. If I select that history line, and I choose REPLY ALL, the Vendor's e-mail address isn't included. I have to manually enter it again, even if I click REPLY to their message, it only includes the Customer. If I click REPLY ALL, it includes the Customer, and the Co-Worker, but still not the Vendor. Is there a fix for this? Please help. Samuel Lurie SERVICE DESK ANALYST MONTPELIER GROUP 300 Trade Center, Suite 2610, Woburn, MA, 01801-7409 D: +1 (781) 638-2118 M: +1 (781) 290-7756 F: +1 (888) 992-2990 sam.lurie(a)montpeliertr.com www.montpelier <http://www.montpelier/> tr.com This e-mail, including any attachments, constitutes non-public information that may be protected by the attorney/client or other privileges. If you are not a designated recipient, delete this email and immediately notify the sender. The unauthorized use, dissemination, distribution or reproduction of any portion of this e-mail is prohibited and may be unlawful. For Montpelier's complete disclosure policy please see: http://www.montpelierre.bm/legal.html.

2 1

Hide messages without customer email from the Customer interface
by Fernando Frediani (Qube) 09 Mar '11

09 Mar '11

Hi folks I have been running OTS for years here without smoothly. Recentlly we wanted to give our customer access to the Customer interface, however faced an issue that perhaps some of you can advise about. When a ticket is opened by the customer on the course of the conversation we send emails internally tor to our suppliers for something related to the resolution of that ticket, without of course including the customer's email. If the customer logs in on the Customer interface he can see those emails. Any chance that can be hidden or filtered to only those emails which includes his email address or a group of emails from people from the same customer's company ? Thanks Regards, Fernando Frediani

3 4

FAQ : reply with link instead of content
by GARDAIS Ionel 08 Mar '11

08 Mar '11

Hi, Within the FAQ module, when replying to a ticket, is it possible to add the FAQ link instead of a copy of the FAQ content ? If not, is it possible to declare a "header" before the FAQ content to state to the user that it has been copied from a FAQ article and that "he is highly encouraged to browse the FAQ for more informations" ? Thanks, Ionel

2 1

New Install - Mismatched Tag 'script'
by Chris Waters 08 Mar '11

08 Mar '11

We are trying to evaluate OTRS but are having issues getting it to run properly. I have posted details in the forum here. http://forums.otrs.org/viewtopic.php?f=63&t=8487 It would be great if someone could take a look and point me in the right direction, it seems there must be malformed xml or maybe the parser module is broken but I don't know where to start. CentOS 5.5 (i386 VBox Guest) OTRS 3.0.6 mysql-server.i386 5.0.77-4.el5_5.4 -- Thanks, Chris Waters WAN/LAN Technician Information Systems - Networks JELD-WEN, Inc. cwaters(a)jeld-wen.com

1 0

ConfigItem data
by Straccialano, Rosanna 08 Mar '11

08 Mar '11

Hi, Can somebody please help me. I'm trying to run a report (externally via Excel) on items in Config Items in OTRS, does anybody know which table I should be extracting from please or even if this is possible. We are using MySQL. Thank you, Rosanna

2 1

Juniper sa sso
by Anton Löthman 08 Mar '11

08 Mar '11

Has anyone got a sso solution between a juniper sa portal and otrs to work?

1 0

How to use Import/Export Management to create links between config items
by Martin Aigner 08 Mar '11

08 Mar '11

Hello OTRS, first of all, OTRS is a great project. We are struggeling with an ancient ticket/inventory systems for ages and now it seems we are finally able to swithing to OTRS. Thanks for that. Right now I am trying to migrate our inventory to OTRS using the import/export management. I retrieve inventory data from OCS inventory http://www.ocsinventory-ng.org/ and write a csv file with a simple python script. btw: I am willing to share the script if someone is interested. It is not a big deal, though. This procedure works fine for computers, printers, monitors... as stand alone items. What I would like to do is to import the link between this items. I can provide the IDs of the related items but it seems that the import manager cannot create a template to import such data. I use $OTRS/bin/otrs.ImportExport.pl with a template I created using the admin interface. Best, Martin

1 0

Survey Module - Not Sending Survey
by Parag Bhalerao 07 Mar '11

07 Mar '11

Hello Friends, I have a working install of OTRS 3.0.0 Beta 7 on Windows platform. I just installed survey module 1.2.91. I have configured the module and created a test survey. The system is not sending out the surveys, but when I click on survey, the count of surveys sent is incrementing. Am I missing something? GoodWills Parag Bhalerao

4 12

Customer Responsiveness
by Brandon Cabrera 07 Mar '11

07 Mar '11

Greetings OTRS! Here's my problem, some customers have a knack for not responding to an open ticket which can skew our metrics on how well we keep to our SLA's. So some tickets where agents were prompt on contacting customers and trying to resolve their issue show up as escalated tickets once the resolution time was reached. I want to be able to view a report where situations like this are excluded so we do not confuse customer unresponsiveness for an agent's lack of SLA fulfillment. I am not sure if this is something I can fix within SLA's, queues, the generic agent, or some other back-end feature or if this is something I can weed out in the reporting feature. I hope this is enough information for you. Thanks, Brandon

1 0

FAQ : How to add a category
by Ionel GARDAIS 07 Mar '11

07 Mar '11

Hi list, I just installed the FAQ module on a test system with OTRS 3.0.6. I can see the FAQ menu and am part of the faq group but whenever I try to add a FAQ, it complains against non-existing categories. But how to create categories ? Thanks, Ionel -- Ionel GARDAIS Tech'Advantage CIO - IT Team manager

2 2

Add Hardware Type Itsm
by Sebastien Bory 07 Mar '11

07 Mar '11

Dear List How i can add a hardware type in the configuration Item ? I explain when you add an hardware item you have the name, description, .. and you have a drop list (type) and you can choose, printer, modem, keyword, and I need to add type since firewall , how I can do that? thanks Bets regards Sébastien Bory

4 4

: using Service and SLA with ITSM Change Management module
by Stefano Boccanera 04 Mar '11

04 Mar '11

Hi I'd like to know if I can configure an association btw a Change Request and a Service. I have the goal to manage some SLA on Change Request monthly rate for a customer. My assumptions (reading the documentation) are : a) I can define a Service (say service A) b) I can define a SLA (say SLA B) and link it to service A c) After that I can link any ticket to service having an automatic SLA calculation using statistic module If above assumption are corrected, I'd like to modify point c) linking every change request created to service A and calculate the SLA on change final 'successful' status (or other significat status) Unfortunately the 'link' function of Change Request, doesn't show 'Service' as option, so I'll try to find how to configure this option by means of sysConfig options. I found into 'Framework -> Core::LinkObject' one opportunity, adding to PossibleLink###3420 additional relationship btw ITSMChange and Service, similar to relationship btw ITSMWorkorder and Service. Is this approach correct ? If doesn't there is an alternative to meet my goal? regards stefano

1 0

Accessing OTRS mySQL from LAN with mySQL Workbench
by Boniforti Flavio 04 Mar '11

04 Mar '11

Hello all. I've installed OTRS 3 on a Windows 2003 Server and now I'd like to access it's database from my PC in LAN. Using mySQL Workbench, I only get error connecting to it. I get "Host mypc.domain.local is not allowed to connect to this MySQL server". So, how do I have to proceed to enable it also connections from LAN PCs? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch

2 1

Set Service in ticket from external Customers
by José Francisco Luis Medina 04 Mar '11

04 Mar '11

Hi! Within a short time we turn on the "services"in our OTRS, I can verify that the service and Customer users to be assigned in Customer <-> Services, then my question is this. How I can assign service to tickets for users who are not registered in my OpenLDAP? and they never be set in Customers<->Services.

2 4

new user creation welcome mail
by Francesco Pasqualini 04 Mar '11

04 Mar '11

Hi, when I create a new user from administration, OTRS does not send the notification to the user. Is there a way to send a welcome mail to remind user the login info. Something like CustomerPanelBodyNewAccount thanks

1 0

reply-to field in notification mails
by Viktor Eszenyi 03 Mar '11

03 Mar '11

Hi all, I've been searching for solution for a day now, in archive and forums, but I couldn't find a method to set the notification mail's "Reply-To" field. We're using OTRS 3.0.6, the specific use case is that we send notification emails to customers (through SMTP) about almost everything, from the address otrs(a)companyname.com, but in case the customer replies, we'd like those mails to arrive in support(a)companyname.com. Can somebody help me, how is that possible? Thanks, Viktor

3 3

: using the ITSMChangeDelete.pl procedure
by Stefano Boccanera 02 Mar '11

02 Mar '11

Hi I'm testing OTRS ITSM Change Mangement to implement a change management solution at a italian customer site.Now, after some testing creating change requests, workorders and so on, I would to clear the configuration without 'dropping' the database and re-create it from scratch. The problem is around the lack of 'Delete' function for Change Request items. I discovered into the bin directory a *ITSMChangeDelete.pl* module and I'm wondering if I can use it as a Generic Agent operation. I'm a newbie with perl language and I have some difficult to read the code and understand how to use it ( what parameter, etc.). Has anyone used that procedure or know some details how to use it? thanks -- Stefano Boccanera

2 2

how to delete users (and yes I know about invalid)
by marthter 01 Mar '11

01 Mar '11

Hi folks, I understand the point about not deleting users as described here: http://doc.otrs.org/2.0/en/html/x694.html 'To keep the consistency of the data for OTRS it is not possible to delete a user. To deactivate a user account set it to "invalid" or "invalid-temporarily".' I am just at the very beginning of my installation, and testing out LDAP integration to an Active Directory server. I am trying to use AuthSyncModule::LDAP::UserSyncInitialGroups so that once a user is authenticated, it automatically transfers their user information from LDAP to the OTRS database, AND (what UserSyncInitialGroups does specifically) adds them to the 'admin' group. However when I first tested this I had it set only to add them to the 'users' group. And it seems like it ony does this step on the very first time the user logs in. So now to test that it correctly adds a user to the 'admin' group the first time they log in, I really think I do need the user delete capability, so that my test user can log in for the "first time" again. This is an Ubuntu 10.04 system, with otrs 2.4.7-1ubuntu0.1 and postgresql 8.4.7-0ubuntu0.10.04. So I guess the question is probably, can I just use the psql command line client, and delete the relevant rows (say, for user id 2 if that's the one I want to re-test) from the Postgres tables 'users', 'user_preferences', and (if that was indeed the highest user id and I want it to get re-used when the user is added again) update the last_value column in the 'users_id_seq' table. Is this the right approach or are there too many other tables that would need to be kept consistent for this to work. Note that I have not manually added any users to any groups, I have not added any tickets, roles, or anything else. All I have done since the install is test this user login stuff, and view (not change) things. Thanks in advance for any suggestions. Martin

1 0

Create new item in agent intreface
by Juancho - 01 Mar '11

01 Mar '11

Hi all Am trying to create a new option in Agent Interface in wich I could assign a number or string like: "hardware" or "DB", after receiving the ticket, to add a new clasification. Is there an option to do that????? The freetext one seems to be just for customer interface! Please help Thanx in advance.!!!!!

2 1

Auto-link a followup email to a closed ticket to the previous ticket?
by Aron Rotteveel 01 Mar '11

01 Mar '11

Hi, What I'd like to do is the following: when a ticket is closed and a followup is received, a new ticket is created. The new ticket should then be automatically linked to the closed ticket. Is this possible? -- Best regards / Met vriendelijke groet, Aron Rotteveel

2 1

Want to post
by Sri Harsha Yalamanchili 01 Mar '11

01 Mar '11

Want to post

2 1

OTRS is turning 9? Awesome!
by Nyung Zu 01 Mar '11

01 Mar '11

Hi! I just found out that OTRS is tuning 9! There is a web page where you can submit your personal story how you did your first steps with OTRS and what use case you solve or any other user experience! http://otrs9.org/ Awesome! Nyung Zu

1 0

ITSM ConfigItem field in ConfigItem definitions
by Gergely Polonkai 28 Feb '11

28 Feb '11

Hello list, I am wondering, is it possible to create a field in a ConfigItem definition that generates a <select> with ConfigItems? I'd like to create a "Network Interface" field in my "Server" ConfigItem class, which I would add a "Connected to Network" field, where I could choose from my "Network" class ConfigItems. Is it possible with OTRS::ITSM 2.x or 3.x? Thanks in advance! Best regards, Gergely Polonkai

2 1

Assign queue and agent
by NARCIS PALLARES MULET 28 Feb '11

28 Feb '11

Hi all, I have some questions about the OTRS structure. My structure is, all the user will send the tickets at same place. The administrator. After, the administrator will asign the incident, depending the type, to maintenance1, maintenance 2 or maintenance 3. The participant people should receive emails informing all the tickets changes. I try to do that, using diferents queues for each maintenance. Because if i just use a 1 queue, manitenance1, can see the tickets from others maintenance. But, for asign, one ticket, i have to change the queue and owner. How i can do it? Thanks very much

2 1

Re: [otrs] CI - not able to add a new "class"
by Marco Vannini 27 Feb '11

27 Feb '11

Hi Nils, unfortunally now i'm out of office, btw, 1st thank you for all, 2nd my goal is to create, like in the first picture, a new class of object (idea raised from ideascale: cmdb as agent or client repo). So i wanna create a class "person" and define my fields (phone, im, email,...) like i did for (as you see there) apache, nas and so on but i can't find the add button there to create the new structure of fields. I am totaly wrong ? Is not there where i can do this or it could be that ther's no "add" button for some misconfiguration ? --by mobile Il giorno 25/feb/2011 13.23, "Nils Leideck" <nils.leideck(a)leidex.net> ha scritto: > Dear Marco, > > On 25.02.2011, at 12:24, Marco Vannini wrote: > >> I'm able to manage classes (as attached file) but seems that I'm not able to create new previous object (CI item?) >> (you know where you can define a CI with your own fields) > > > I am sorry, it is not clear to me what you want to archive :-)) > > 1. Do you want to create a new class? > 2. Do you want to modify existing class attributes? > 3. Do you want to add a new Item in an existing class? > 4. Do you want to modify existing Items? > > Cheers, Nils > > — > Nils Leideck > Senior Consultant > > http://webint.cryptonode.de / a Fractal project >

2 4

PDF attachments not recognized via email
by Hugh Kelley 27 Feb '11

27 Feb '11

When I submit/reply to tickets via email with PDF attachments, those attachments do not appear in the UI with the articles. However, If I go to "Plain Format" I see them in the MIME content of the article and if I "Download this email" they are there as well. I have installed the *PDF::API2 * module and don't see any log errors. I have tried the following combinations, each with the same results. Is there another sysconfig option I need to set? Other attachments do appear. Content-ID: <AD Group Membership Report.pdf> Content-Disposition: attachment; filename="AD Group Membership Report.pdf" Content-Type: application/pdf; name="AD Group Membership Report.pdf" Content-Transfer-Encoding: base64 Content-Type: application/pdf; name="AD Group Membership Report.pdf" Content-Transfer-Encoding: base64 Content-ID: <AD Group Membership Report.pdf> Content-Description: AD Group Membership Report.pdf Content-Disposition: attachment; filename="AD Group Membership Report.pdf" Content-Location: AD%20Group%20Membership%20Report.pdf The system is: - OTRS 3.0.3 - IIS 7.0 with PerlEx. - Exchange and hMailServer are relaying the messages. Hugh

2 2

Performance problems in OutputFilterTextURL
by tomas＠tuxteam.de 27 Feb '11

27 Feb '11

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, at a customer's place we noticed a performance problem while rendering some (mostly large) pages. The culprit turned out to live in Kernel/Output/HTML/OutputFilterTextURL.pm, somewhere here: | for my $Key ( sort keys %{ $Self->{LinkHash} } ) { | my $LinkSmall = $Self->{LinkHash}->{$Key}; | $LinkSmall =~ s/^(.{75}).*$/$1\[\.\.\]/gs; | $Self->{LinkHash}->{$Key} =~ s/ //g; | ${ $Param{Data} } | =~ s/\Q$Key\E/<a href=\"$Self->{LinkHash}->{$Key}\" target=\"_blank\" title=\"$Self->{LinkHash}->{$Key}\">$LinkSmall<\/a>/; | } This code compiles a new regex for each $Key and does its substitution thingy. In our case, there were over 5000 (!) $Keys, so the whole thing took about 12 seconds in total. I've replaced this by one regex, under the assumption that the $Keys have the form "##################329", i.e. a sufficient number of hash signs and a decimal number, like so: $Param{Data} =~ s/(#{10,}\d+)/$Self->_renderlink($1)/eg; with a suitable method _renderlink, which constructs the link given the Key. Now my questions: * Am I assuming right that the internal link keys have of this form? * Would you be interested in a patch? * What is this line doing up there: $Self->{LinkHash}->{$Key} =~ s/ //g; ? Thanks for any insight - -- tomás -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFNVBRbBcgs9XrR2kYRAp7ZAJ9hIJ3R/jcCHREzafASoObRUNMeZwCcC1BW cXPZpdXFkaM9yvMBhrQ8nB4= =8Jq+ -----END PGP SIGNATURE-----

2 4

Re: [otrs] [otrs-de] Viele Mitarbeiter - ein Kunde
by Nils Leideck 25 Feb '11

25 Feb '11

Hi Martin, On 25.02.2011, at 18:25, Martin Jangowski wrote: > erstmal Danke für die Hilfe. Wenn ich das richtig verstanden habe: > > - ich lege für jeden (bestehenden und potentiellen) Absender einen Kunden an, aber alle mit der Kundennummer des eigentlichen Hauptkunden > - ich ändere in der DB die Irrläufer (erkennbar an der gemeinsamen Absendedomain), und zwar otrs.ticket.customer_id > > Richtig? Klingt richtig ;-) Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project

1 0

OTRS 2.4.7 and 3.0.5 on same machine
by Amit Sharma 25 Feb '11

25 Feb '11

Hi, We have been running OTRS 2.4.7 successfully from past 10 months. Recently we tested 3.0.x and found its interface interesting. My questions are: 1. Can I run both version sharing same DB so that users have choice to log into either 2.4.7 or 3.0.x [DBupdate will make my DB 3.0.x compatible but would it then be used by 2.4.7 also?] 2. If yes, what are the steps for the above? The reason for above is that max users wants to stay with 2.4.7 looks and don't want to try anything new! Thanks and Regards,Amit Sharma

2 2

Re: [otrs] CI - not able to add a new "class"
by Marco Vannini 25 Feb '11

25 Feb '11

s/tank/thanks/ And all the rest of errors ... ;) On Fri, Feb 25, 2011 at 12:24 PM, Marco Vannini <marco.vannini(a)gmail.com>wrote: > ok, sorry, probably I'm not clear as usual :D > > I'm able to manage classes (as attached file) but seems that I'm not able > to create new previous object (CI item?) > > > (you know where you can define a CI with your own fields) > > > Sorry and tank you again > On Fri, Feb 25, 2011 at 10:54 AM, Nils Leideck <nils.leideck(a)leidex.net>wrote: > >> Dear Marco, >> >> new classes are added in the admin panel in General Catlogue, not in the >> CI module directly. >> >> On 25.02.2011, at 10:22, Marco Vannini wrote: >> >> Hi all, >> >> It was a long time that I had no need to use it but now it seems that I'm >> not able to define a new class in CI (2.1.94 - migrated, not new. Let me say >> that I have not used it since it was in the previous version... so "add" >> could be elsewhere ;) ). >> >> I'm doing something wrong or it could be a config error ? >> >> >> — >> Nils Leideck >> Senior Consultant >> >> http://webint.cryptonode.de / a Fractal project >> >> >> --------------------------------------------------------------------- >> 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 >> > >

1 0

CI - not able to add a new "class"
by Marco Vannini 25 Feb '11

25 Feb '11

Hi all, It was a long time that I had no need to use it but now it seems that I'm not able to define a new class in CI (2.1.94 - migrated, not new. Let me say that I have not used it since it was in the previous version... so "add" could be elsewhere ;) ). I'm doing something wrong or it could be a config error ? (See attached image, there is no add new) Thank you for any suggestions you may give me. MV

2 1

Fwd: OTRS-iphone can't change ticket owner
by Carlos Rodríguez 25 Feb '11

25 Feb '11

Hi Luis I' ve create a Bug on the bugzilla you can check the advance of the bug here: http://bugs.otrs.org/show_bug.cgi?id=6948 ((enjoy)) Carlos Rodríguez Begin forwarded message: > From: Marc Nilius <marc.nilius(a)otrs.com> > Date: February 23, 2011 2:53:19 AM CST > To: Carlos Rodriguez <carlos.rodriguez(a)otrs.com> > Subject: Fwd: [otrs] OTRS-iphone can't change ticket owner > > > > > -------- Original-Nachricht -------- > Betreff: [otrs] OTRS-iphone can't change ticket owner > Datum: Tue, 22 Feb 2011 11:35:35 -0600 (CST) > Von: Luis "Vox" Garza <vox(a)co.com.mx> > Antwort an: Luis "Vox" Garza <vox(a)co.com.mx>, User questions and discussions about OTRS. <otrs(a)otrs.org> > An: OTRS <otrs(a)otrs.org> > > Hi > > Well, after managing to fix the broken upgrade problem I had, now I'm back at the basic error that made me look at the upgrade...but that wasn't fixed by fixing otrs :) > > Here's the thing...I can't change ticket owners with the iphone app...when I try to select an owner in the move-ticket screen, I get: > > Warning > There are no options available for this field. > Please contact your administrator for assistance. > > Unfortunately, the administrator is me :) > > I activated the debugging logs for the iphone plugin thing in otrs, and I see two lines whenever I try to select a new owner in the iphone app: > > [2011-02-22 12:19:48][Debug] [Inbound] [User=vox&Password=****&Object=CustomObject&Method=UsersGet&Data={"AllUsers":"1","QueueID":"19"} > [2011-02-22 12:19:48][Debug] [Outbound] [{"Result":"successful","Data":[{"3":"*******************","2":"Garza Luis (vox)","5":"*********************"}]} > > (substituted ***** for the name of the two agents that show up in that line). > > So...the log by itself tells me it should work...but the app says no :( > > Any help would be greatly appreciated...the iphone app has become the main ticket manipulation tool for most of the agents here (we tend to not be at the office much)...I'm facing a revolt here! :) > > Thanks in advance > > Luis > > -- > Red Hat Certified Engineer (RHCE) #805008141632764 > Red Hat Certified Instructor (RHCI) > http://www.stepone.mx/ > > Think of the Linux community as a niche economy isolated by its beliefs. Kind of like the Amish, except that our religion requires us to use _higher_ technology than everyone else. -- Donald B. Marti Jr. > > AVISO DE CONFIDENCIALIDAD: Este correo electrónico, incluyendo en su caso, los archivos adjuntos al mismo, pueden contener información de carácter confidencial y/o privilegiada, y se envían a la atención única y exclusiva de la persona y/o entidad a quien va dirigido. La copia, revisión, uso, revelación y/o distribución de dicha información confidencial sin la autorización por escrito de Step One Group, S.A. de C.V., está prohibida. Si usted no es el destinatario a quien se dirige el presente correo, favor de contactar al remitente respondiendo al presente correo y eliminar el correo original incluyendo sus archivos, así como cualesquiera copia del mismo. > > Mediante la recepción del presente correo usted reconoce y acepta que en caso de incumplimiento de su parte y/o de sus representantes a los términos antes mencionados, Step One Group, S.A. de C.V. tendrá derecho a los daños y perjuicios que esto le cause.

3 2

Stats
by claude 24 Feb '11

24 Feb '11

Hi, I don't find where stat request are stored in database. Can anyone help me ? Thanks and regards Claude

2 1

Software error: slurp_filename
by Bruno Cardon 24 Feb '11

24 Feb '11

Hi, Sometimes we receive the following errormessage and cannot be reproduced Software error: slurp_filename('/opt/otrs/bin/cgi-bin/otrs.pl') / opening: (2) No such file or directory at /usr/lib/perl5/ModPerl/RegistryCooker.pm line 541

2 1

showing faq voting system om public.pl
by Bruno Cardon 23 Feb '11

23 Feb '11

Hi, Is it possible to show the voting system on the public part of otrs without the need of logging in ? We have added key : public and public (public) to FAQ::Item::Voting::Show but notting shows up on the page. We are using otrs 3.0.5 and faq 2.0.2 kind regards,

3 3

WebDAV access to OTRS attachments?
by Hugh Kelley 23 Feb '11

23 Feb '11

Is there such an interface? Our customer sometimes send us scripts to run. It would be convenient to access them directly from the ticket. Hugh

1 0

disable or hide html code button in rich text editor
by Alessandro d'Ambrosio 23 Feb '11

23 Feb '11

Hi How can i disable source code button in the rich text editor customer web interface? Thanks!!! Ale

1 0

add a note in text form
by Alessandro d'Ambrosio 23 Feb '11

23 Feb '11

Hi, i've otrs 2.4.7 and i i'd like to add a note in the text form of customer frontend ticket interface. When a customer adds a ticket by web I wish there was a note (not editable) as "confirm your address" or "indicate the time" in the text form . How Can I do? Thanks Alessandro

1 0

Re: [otrs] Problem with attach file in otrs 2.4.9
by vijay dahiya 23 Feb '11

23 Feb '11

dear Masood, i had same problem in OTRS 3.0.5 and i have solved the same editing the Encode.pm in OTRS/kernal/system . just hash the # set binmode # binmode( $Row, ':utf8' ); Hope this will solve your problem . Regards Vijay Dahiya On Mon, Feb 21, 2011 at 5:30 PM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. To change logo in agent interface (ravi shanker) > 2. Re: To change logo in agent interface (Robert Poreba) > 3. Re: Problem with attach file in otrs 2.4.9 (masood ramezani) > 4. Re: PDF Printing Images (Stuart Hall) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Sun, 20 Feb 2011 17:50:23 +0530 (IST) > From: ravi shanker <rshanker_ch(a)yahoo.com> > Subject: [otrs] To change logo in agent interface > To: "otrs(a)otrs.org" <otrs(a)otrs.org> > Message-ID: <151239.83208.qm(a)web94709.mail.in2.yahoo.com> > Content-Type: text/plain; charset="utf-8" > > Hi, > > I'm using otrs 3.0 and would like to know whether we can change "OTRS" logo > @ right side corner of agent interface.i couldn't get otrs image in images > folder. > Also i tried changing productname in config and it only changed logos at > browser header,login etc but not OTRS logo @ rightside corner of every page. > If somebody have tried this,please let me know > > Regards > Ravi Shankar > >

2 1

integrating OTRS + Nagios
by DM_Julio Angulo 22 Feb '11

22 Feb '11

Hi all, I am integrating OTRS with Nagios, I comment, I'm using the manual in pdf: nagios_conference_2008_en.pdf, appears in the documentation, but on page 12, add this code: 213 # 'check_otrs' command definition 214 #define commnad{ 215 # command_name check_otrs 216 # command_line /opt/otrs/bin/otrs.NagiosCheck.pl -c $ARG1$ -N 217 #} the file: / etc / nagios / objects / commnads.cfg, restart Nagios to try and fail, any ideas?, any help is welcome. thank you very much Julio Cesar Angulo Quiroz Telf.: 997066155

1 0

integrating Otrs + Nagios
by DM_Julio Angulo 22 Feb '11

22 Feb '11

Hi all, I am integrating OTRS with Nagios, but I only find old manuals do not help much, can anyone suggest a more recent manual, I'm using OTRS version 2.4.7. thank you very much Julio Cesar Angulo Quiroz Telf.: 997066155

1 0

OTRS-iphone can't change ticket owner
by Luis "Vox" Garza 22 Feb '11

22 Feb '11

Hi Well, after managing to fix the broken upgrade problem I had, now I'm back at the basic error that made me look at the upgrade...but that wasn't fixed by fixing otrs :) Here's the thing...I can't change ticket owners with the iphone app...when I try to select an owner in the move-ticket screen, I get: Warning There are no options available for this field. Please contact your administrator for assistance. Unfortunately, the administrator is me :) I activated the debugging logs for the iphone plugin thing in otrs, and I see two lines whenever I try to select a new owner in the iphone app: [2011-02-22 12:19:48][Debug] [Inbound] [User=vox&Password=****&Object=CustomObject&Method=UsersGet&Data={"AllUsers":"1","QueueID":"19"} [2011-02-22 12:19:48][Debug] [Outbound] [{"Result":"successful","Data":[{"3":"*******************","2":"Garza Luis (vox)","5":"*********************"}]} (substituted ***** for the name of the two agents that show up in that line). So...the log by itself tells me it should work...but the app says no :( Any help would be greatly appreciated...the iphone app has become the main ticket manipulation tool for most of the agents here (we tend to not be at the office much)...I'm facing a revolt here! :) Thanks in advance Luis -- Red Hat Certified Engineer (RHCE) #805008141632764 Red Hat Certified Instructor (RHCI) http://www.stepone.mx/ Think of the Linux community as a niche economy isolated by its beliefs. Kind of like the Amish, except that our religion requires us to use _higher_ technology than everyone else. -- Donald B. Marti Jr. AVISO DE CONFIDENCIALIDAD: Este correo electrónico, incluyendo en su caso, los archivos adjuntos al mismo, pueden contener información de carácter confidencial y/o privilegiada, y se envían a la atención única y exclusiva de la persona y/o entidad a quien va dirigido. La copia, revisión, uso, revelación y/o distribución de dicha información confidencial sin la autorización por escrito de Step One Group, S.A. de C.V., está prohibida. Si usted no es el destinatario a quien se dirige el presente correo, favor de contactar al remitente respondiendo al presente correo y eliminar el correo original incluyendo sus archivos, así como cualesquiera copia del mismo. Mediante la recepción del presente correo usted reconoce y acepta que en caso de incumplimiento de su parte y/o de sus representantes a los términos antes mencionados, Step One Group, S.A. de C.V. tendrá derecho a los daños y perjuicios que esto le cause.

1 0

Error after update from 2.x to 3.x
by Luis "Vox" Garza 22 Feb '11

22 Feb '11

Hi I did an upgrade from 2.x to 3.x and everything went great...except that now, whenever I try to change a ticket's owner, I get an error, and I can't find anything about it...so...hopefully somebody here can help out. It's OTRS 3.0.4 with ITSM 2.1.92, over Centos 5.4, and the error I'm getting is: Can't locate object method "OptionStrgHashRef" via package "Kernel::Output::HTML::Layout" at ../..//Kernel/Modules/AgentTicketOwner.pm line 749. ...whenever I hit the Owner link on the zoomed ticket page. As for logs...the http log just shows a 500 error and that's that...no errors (nor messages at all about this) on OTRS system logs. Help? :) Luis -- Red Hat Certified Engineer (RHCE) #805008141632764 Red Hat Certified Instructor (RHCI) http://www.stepone.mx/ Think of the Linux community as a niche economy isolated by its beliefs. Kind of like the Amish, except that our religion requires us to use _higher_ technology than everyone else. -- Donald B. Marti Jr. AVISO DE CONFIDENCIALIDAD: Este correo electrónico, incluyendo en su caso, los archivos adjuntos al mismo, pueden contener información de carácter confidencial y/o privilegiada, y se envían a la atención única y exclusiva de la persona y/o entidad a quien va dirigido. La copia, revisión, uso, revelación y/o distribución de dicha información confidencial sin la autorización por escrito de Step One Group, S.A. de C.V., está prohibida. Si usted no es el destinatario a quien se dirige el presente correo, favor de contactar al remitente respondiendo al presente correo y eliminar el correo original incluyendo sus archivos, así como cualesquiera copia del mismo. Mediante la recepción del presente correo usted reconoce y acepta que en caso de incumplimiento de su parte y/o de sus representantes a los términos antes mencionados, Step One Group, S.A. de C.V. tendrá derecho a los daños y perjuicios que esto le cause.

2 5

Mandatory Service field
by Robert Poreba 22 Feb '11

22 Feb '11

Hi All, I'm trying to force my agents to select the Service field when creating tickets. Looks like an obvious thing to do but I can't find a way.. I changed the Kernel/Output/HTML/Standard/AgentTicketPhone.dtl file so the field looks like mandatory one (ie. it has a '*' and black text) but now I need to do the logic behind it. Has anybody done that already? I found it in FAQ ( http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=334) but it is for OTRS version 2 and I'm using OTRS 3.0.5 Thanks in advance -- Kind Regards, Robert

1 0

Package Project Management
by Jober Mijares 22 Feb '11

22 Feb '11

Hi everybody I have almost 4 years using OTRS, currently i use the version 2.4.7, and i have a question. Almost six months ago i remember having tried a package for Management Projects, but now i search the package and i can't find. Where is the package? Please if anybody can help me, i appreciate Thanks

3 3

Error on login
by Daniel González Díaz 22 Feb '11

22 Feb '11

Hi, We are using OTRS 2.4 with ITSM 2.0 on Suse Enterprise Server 10 Service Pack 3. Every night we run a backup script that shuts down OTRS and start it back. Today we have found following error when trying to log in OTRS: Got no TicketObject! at ../..//Kernel/Output/HTML/NavBarModuleAdmin.pm line 29. I can't find any useful log relating to this error. What does this error relate to? Where should I start looking for solution? Thanks in advance, -- Daniel González Díaz Arquitectura y Plataformas Unidad de Consultoría Tecnológica Indra Sistemas Este correo electrónico y, en su caso, cualquier fichero anexo al mismo, contiene información de carácter confidencial exclusivamente dirigida a su destinatario o destinatarios. Si no es vd. el destinatario indicado, queda notificado que la lectura, utilización, divulgación y/o copia sin autorización está prohibida en virtud de la legislación vigente. En el caso de haber recibido este correo electrónico por error, se ruega notificar inmediatamente esta circunstancia mediante reenvío a la dirección electrónica del remitente. Evite imprimir este mensaje si no es estrictamente necesario. This email and any file attached to it (when applicable) contain(s) confidential information that is exclusively addressed to its recipient(s). If you are not the indicated recipient, you are informed that reading, using, disseminating and/or copying it without authorisation is forbidden in accordance with the legislation in effect. If you have received this email by mistake, please immediately notify the sender of the situation by resending it to their email address. Avoid printing this message if it is not absolutely necessary.

1 0

ITSM Change Management :: Options to change status of change
by Ajmal Ahmed 21 Feb '11

21 Feb '11

Hi, What are the options to change the 'Change Status', which seems to be stuck at 'Requested' despite trying all options for conditions. Have already tried various options mentioned in the blog, documentation does not help to take beyond this stage. Best regards, Ajmal Ahmed Shariff

2 1

PDF Printing Images
by Stuart Hall 20 Feb '11

20 Feb '11

Hello, I notice that printing to PDF from FAQ doesn't render inline images. Is there a way to make this work? Thanks, Stuart H.

3 3

Problem with attach file in otrs 2.4.9
by masood ramezani 20 Feb '11

20 Feb '11

i am working on OTRS 2.4.9, and right now i'm trying to implement the file attachment.. here's my problem: after I attach a file to a ticket (successfully; because I can see it in Article_Attachment table in the DB) and send it, when I want to check the ticket and download the attached file, the content of the downloaded file is corrupted... for example, if I attach a pdf file, the files is like a clean sheet when I download it... or if I attach an Excel file, I can't check the content of the file and there's message about the file being corrupted. any advice would be appreciated. thx.

2 5

To change logo in agent interface
by ravi shanker 20 Feb '11

20 Feb '11

Hi, I'm using otrs 3.0 and would like to know whether we can change "OTRS" logo @ right side corner of agent interface.i couldn't get otrs image in images folder. Also i tried changing productname in config and it only changed logos at browser header,login etc but not OTRS logo @ rightside corner of every page. If somebody have tried this,please let me know Regards Ravi Shankar

2 1

issue with stats
by Thiru K 20 Feb '11

20 Feb '11

Hi all, Recently we migrated OTRS 2.2.6 mysql to 2.4.9 oracle windows. everything works fine except stats. if i click the stats icon i get this error Can't locate object method "GetObjectName" via package "Kernel::System::Stats::Static::StateAction" at H:/OTRS/OTRS//Kernel/System/Stats.pm line 2234 Output of check modules ------------------------------ H:\OTRS\OTRS\bin>perl otrs.checkModules.pl o CGI............................ok (v3.49) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.24) o DBI............................ok (v1.615) o DBD::mysql.....................ok (v4.017) o Digest::MD5....................ok (v2.51) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v5.835) o Encode::HanExtra...............ok (v0.23) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.09) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................ok (v0.66) o Net::POP3......................ok (v2.29) o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............ok (v1.33) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.31) o Authen::SASL................ok (v2.12) o Net::SMTP::SSL..............ok (v1.01) o Net::LDAP......................ok (v0.4001) o GD.............................ok (v2.45) o GD::Text....................ok (v0.86) o GD::Graph...................ok (v1.44) o GD::Graph::lines............ok (v1.15) o GD::Text::Align.............ok (v1.18) o PDF::API2......................ok (v0.73) o Compress::Zlib..............ok (v2.03) defined(%hash) is deprecated at H:/OTRS/StrawberryPerl/perl/site/lib/SOAP/Lite.p m line 466. (Maybe you should just omit the defined()?) defined(%hash) is deprecated at H:/OTRS/StrawberryPerl/perl/site/lib/SOAP/Lite.p m line 2204. (Maybe you should just omit the defined()?) o SOAP::Lite.....................ok (v0.710.10) o XML::Parser....................ok (v2.40) Perl version is 5.12 I would appreciate if anybody help me out to fix this issue. thaanks, kt

1 0

Gnome UI for OTRS
by Munroe Sollog 19 Feb '11

19 Feb '11

Is there a desktop interface to OTRS? something similar to the iphone app, but for gnome/kde/whatever. -- Munroe Sollog Systems Engineer Digirati Consulting, Inc sollog(a)digiraticonsulting.com

2 1

Auto-populating the CMDB
by Gavin Hamill 19 Feb '11

19 Feb '11

Hello all, I'm at the very early stages of planning an OTRS::ITSM deployment and have a question that Google couldn't answer. Is it possible (i.e. has anyone done it and documented it) to populate the CMDB with the results of an automated network scan? The product I had in mind was Spiceworks - the ability to migrate all that lovely detail of machine manufacturer / model number / serial numbers / hardware setup / software installations / BIOS levels / service tags (Dell..) directly into a fresh ITSM installation would be fantastic :) Cheers, Gavin.

2 2

LDAP with similar Users
by jose francisco 19 Feb '11

19 Feb '11

I have a problem to authenticate to my OpenLDAP, because I have users with different ou and same login: cn=jluis,ou=users,ou=example1,dc=gov,dc=fl cn=jluis,ou=users,ou=example2,dc=gov,dc=fl I think I could authenticate users by their e-mails jluis(a)example1.gov.fl jluis(a)example2.gov.fl but I'm trying to make it change to "CustomerLogin.dtl" and does not work, if anyone knows a solution to this I appreciate, thank you very much ...

2 3

LDAP with similar Users
by Francisco Luis 18 Feb '11

18 Feb '11

I have a problem to authenticate to my OpenLDAP, because I have users with different ou and same login: cn=jluis,ou=users,ou=example1,dc=gov,dc=fl cn=jluis,ou=users,ou=example2,dc=gov,dc=fl I think I could authenticate users by their e-mails jluis(a)example1.gov.fl jluis(a)example2.gov.fl but I'm trying to make it change to "CustomerLogin.dtl" and does not work, if anyone knows a solution to this I appreciate, thank you very much ...

1 0

OTRS combines email with subject issue
by xxx 18 Feb '11

18 Feb '11

HI, OTRS combines the email with subject ‘Advertising your message which you get - gggggggggg)’and ‘Advertising your message which you get - ttttttttttttttttttt’ and ‘Advertising your message which you get - iiiiiiiiiiiiiiiiiiiiiii’ into one ticket. These mails should be send to three tickets . Please help to study how to avoid this? What we expect is the ticket combine when subjects are same.How to configure the OTRS correctly. Thanks Frank

2 1

Re: [otrs] Auto-populating the CMDB (Gavin Hamill)
by Steve Durbin 18 Feb '11

18 Feb '11

Gavin, >Is it possible (i.e. has anyone done it and documented it) to populate >the CMDB with the results of an automated network scan? We're already doing something similar with Microsoft SCCM - it's fairly easy. Simplest solution is to just export your data into suitable text files and use the import/export module. We had a more complex requirement, so wrote some code. OTRS is easy to write add-ons for because it's so object oriented. Cheers, -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

1 0

Create Queue with PostgreSQL backend fails
by Peter Eckel 18 Feb '11

18 Feb '11

Hi, I am currently (among other things) evaluating the PostgreSQL backend for OTRS (mainly because I don't really like MySQL, but also because of restrictions a customer of mine makes with respect to the database engine - if something other than PostgreSQL is required, there must be very good reasons for it). So far, everything is fine. However, when I want to create a new queue from the GUI, I get the following error message: ERROR: invalid input syntax for integer: "", SQL: 'INSERT INTO queue (name, group_id, unlock_timeout, system_address_id, calendar_name, default_sign_key, salutation_id, signature_id, first_response_time, first_response_notify, update_time, update_notify, solution_time, solution_notify, follow_up_id, follow_up_lock, valid_id, comments, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' Versions are: OTRS 3.0.5, CentOS 5.5, PostgreSQL 8.1.22 (also tried 8.4.5, same result). This is a completely new installation, all required perl modules are present according to otrs.CheckModules.pl. DBI originally (CentOS package) was version 1.52, DBD::Pg 1.49. Tried to upgrade to 1.616/2.17.2 during debugging, but that didn't change anything. Probably anyone has seen that before, since there are some PostgreSQL installations around, as far as I can see. What am I missing? Thanks in advance, Peter.

3 5

An OTRS ACL riddle :-)
by Nils Leideck 18 Feb '11

18 Feb '11

100 virtual gummy points for those who can tell me what my ACL is actually “doing” :-)) $Self->{TicketAcl}->{'ACL-MyRiddle-001'} = { # match properties Properties => { Ticket => { Queue => ['[RegExp][^(Servicedesk)]'], Type => ['[RegExp][^(Incident)]'], Priority => ['[RegExp][^(5 very high)]'], } }, # set not possible options (black list) PossibleNot => { Ticket => { State => ['[RegExp]^.*[^(workaround)]$'], }, }, }; Have phun! — Nils Leideck http://webint.cryptonode.de / a Fractal project

2 2

Migrating OTRS database from MySQL to MS SQL
by Viswanathan Natarajan 17 Feb '11

17 Feb '11

Hi, We have an instance of OTRS running on Linux and MySQL currently on production and we want to migrate the existing production set up to Windows and SQL server. Does anyone have a ready made SQL script or sequence of steps with dependencies of tables etc. to guide us. Any help in this regard would be appreciated. Thanks Vish ________________________________ Enecsys Limited is a limited company registered in England and Wales, registered number 4832321, with its registered office at 24 Hills Road, Cambridge, CB2 1JP, England. This email is confidential and may be protected by legal privilege. The email and any files transmitted with it are intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, please do not copy or disclose its content but contact the sender immediately upon receipt. There may be attachment(s) to this email which may contain software viruses which could damage your own computer. While Enecsys Ltd has taken every reasonable precaution to minimise this risk, it cannot accept liability for any damage which you may sustain as a result of software viruses. You should carry out your own virus checks before opening attachments. Please contact us at +44 (0) 1223 792101 or by email at info(a)enecsys.com if you need assistance.

1 0

Importing customers: some don't have email
by Boniforti Flavio 17 Feb '11

17 Feb '11

Hello everybody. I'm back at OTRS, this time OTRS 3 on WinXP Pro. I will be exporting my existing customer db (MSSQL) and import it into mysql, but I have first to collect the correct data. One thing I noticed, is that many of our customers *do not* have any email address. This seems rather vital for OTRS, or am I wrong? Is it somehow possible to avoid email address field to be filled? I actually don't need to send emails back and forth to my customers, OTRS' main goal is to be used internally to schedule open duties. And also: I do have many customers which are not "human", they do not have first and last name, they only have "company name". Is it possible to have customers without "first/last name"? And another thing: the "login" seems also to be vital. Is it allowed to have spaces in that field? Like "Customer & Co."? Any suggestion will be appreciated, thanks! Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch

2 2

OTRS_TICKET_TicketID empty in new emails?
by Aron Rotteveel 17 Feb '11

17 Feb '11

Hi, I am trying to create a HTML signature that should reference the ticket ID, but it is not working. I am using <OTRS_TICKET_TicketID> as my variable, but it shows as '-'. What could be the cause of this? -- Best regards / Met vriendelijke groet, Aron Rotteveel

1 1

Best flavor of Linux for OTRS
by ravi shanker 17 Feb '11

17 Feb '11

Hi, I'm planning to install OTRS on linux,pls suggest linux flavor which is robust and easy to maintain. we have requirement for supporting 200 agents for OTRS. Ravi Shankar

9 10

Loooonnnnnggggg database timeouts
by Allen, Geoff 17 Feb '11

17 Feb '11

I have some issues where occasionally a database query times out. I'm working to figure out why sometimes the connection to my DB machine has a problem. That's not an OTRS issue. The question I'm asking here, however, is: When these timeouts happen, they take 2 hours before they timeout. Fortunately, Postmaster.pl is smart enough to grab the error and tell sendmail to defer the message. The retry then works. My question is, is there some parameter that controls this timeout? 2 hours is an insanely long time in computer terms. Even long enough to be long in human terms. J Thanks, Geoff

2 1

WG: Stop escalation time
by Martin Unger 16 Feb '11

16 Feb '11

Hello OTRS-users, is it possible to configure when OTRS stops a reaction-, update- or solution-time-escalation? Kind Regards, Martin

1 0

change type of ticket by default
by DM_Julio Angulo 16 Feb '11

16 Feb '11

Hi, I have a problem with the automatic tickets creation, I change the default type as requested, thanks for the help My config.pm: # (The default priority of new tickets.) [default: '3 normal'] $Self->{PostmasterDefaultPriority} = 'a) Sev4'; $Self->{PhoneDefaultPriority} = 'a) Sev4'; $Self->{CustomerDefaultPriority} = 'a) Sev4'; #Default Queue $Self->{'PostmasterDefaultQueue'} = 'Lim1'; #DefaultType $Self->{'PostmasterDefaultType'} = 'Requerimiento'; Julio Cesar Angulo Quiroz Telf.: 997066155

1 0

Got "out of memory" error trying to open "package management"
by A.Rymkus 16 Feb '11

16 Feb '11

Got this error when tried to open package management link in admin mode. httpd-error.log: [Tue Feb 15 18:07:35 2011] [error] [Tue Feb 15 18:07:35 2011] -e: Out of memory during "large" request for 8392704 bytes, total sbrk() is 102219776 bytes at /usr/local/otrs//Kernel/System/XML.pm line 711.\n Page output (apache's) Out of memory during "large" request for 8392704 bytes, total sbrk() is 105971712 bytes at /usr/local/otrs//Kernel/System/XML.pm line 711. BTW, I installed additional OTRS modules like ITSM, FAQ, CMDB previously. May be there's some way to clean my DB from them? -- WBR, A.Rymkus

1 1

TimeAccounting - insert future data
by Marco Vannini 15 Feb '11

15 Feb '11

Hi all, I'm wrong or it were possible to insert future data (on sick, leave,... I remember that I did ... or not, I can't remember), Now I'm not able. Using 1.4.91. thank you MV

2 4

Intermittent error in SysConfig
by Peter Eckel 15 Feb '11

15 Feb '11

Hi, I have been experiencing a pretty annoying problem with my OTRS 3.0.5 installation, which it seems I cannot really narrow down. I am currently running OTRS on a CentOS 5.5 machine with MySQL 5.0.77, Perl 5.8.8, and apache 2.2.3, all installed from the standard CentOS repository. mod_perl and Apache::DBI are activated as well. Sometimes when I close a configuration page in SysConfig, I get an error page similar to the following: > Software error: > > Can't use string ("HASH(0x2aaf67eb7390)") as a HASH ref while "strict refs" in use at /opt/otrs//Kernel/System/SysConfig.pm line 616. > > For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. Sometimes the error occurs in line 616 of SysConfig.pm, sometimes in line 1643. The address of the hash is varying from reload to reload. In some instances I get the correct page after 1-5 reloads, sometimes I don't. Restarting httpd and mysql also don't help. I ran the support assssment on the system, which shows everything OK. Error messages from the above page appear also appear in the Apache error_log, with no additional messages that might clear anything up. Also the OTRS error log does not contain any messages (I use syslog with 'debug' level, so there should not be anything filtered). I am using the system for some development work (currently for a set of ticketing interfaces for third-party applications using SOAP), so it might well be I messed something up (no changes to the standard files of OTRS, I just added some modules in Kernel::System, an XML config file in Kernel::Config::Files, and a CGI handler for SOAP requests). On the other hand, everything else works as expected, and until today so did SysConfig. What can cause this kind of behaviour? Any help is appreciated. Cheers, Peter.

1 0

change time - sync to download e-mail
by DM_Julio Angulo 15 Feb '11

15 Feb '11

Greetings, The reason for this is because I want to know how to change time sync to download e-mail, I said, I set up multiple mailboxes connected to several lines of attention, so tickets are created automatically, but this task is performed every 10 minutes I would like to go every 5 minutes. thanks for the help. Julio Cesar Angulo Quiroz Telf.: 997066155 P.D.: add it to the forum http://forums.otrs.org/viewtopic.php?f=55&t=8217

2 2

Re: [otrs] Master Slave Module problems
by Ryan Miguel 15 Feb '11

15 Feb '11

> can you see a Close action in the ticket action menu at all (beside Owner, Note, etc.)? > have you by any chance also installed the ITSM modules? Yes to both of those questions. I have installed the ITSM modules and I am able to see all ticket actions. If I attempt to close a Master ticket the screen hangs after clicking the submit button but if I refresh the ticket zoom view I can see the close event but the ticket stays in the open state. Thanks, Ryan ______________________________________________________________________ This email has been scanned by the Rebekah Children's Services Email Security System. **** Confidentiality Notice ***** The information contained in this e-mail, and any attachment, is private and confidential and is the property of Rebekah Children's Services. The information is intended only for the use of the intended recipient. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or taking of any action in reliance on the contents of the information is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender and destroy all copies of the original message. All reasonable precautions have been taken to ensure no viruses are present in this e-mail. We do not accept responsibility for any loss or damage arising from the use of this e-mail or attachments. We recommend that you subject these to your virus checking procedures prior to use. ______________________________________________________________________

1 0

Re: [otrs] Strange redirect from index.pl on apache/freebsd
by Ryan Miguel 15 Feb '11

15 Feb '11

A.Rymkus, Sorry if this seems cumbersome or redundant but I am trying to understand your situation/problems a little better. First of all, are you able to re-run the web-installer? (http://server/otrs/installer.pl, tell me what happens after this) 1. Do you need or use SOAP in your environment at all? I ask because it sounds like you needed or wanted to use it at first but you stated that you had uninstalled it and ran CheckModules.pl 2. You mentioned that you copied the default config.pm and index.pl over your modified versions. a. Does the redirect occur with both versions of the files? (I am pretty sure your answer is yes, but just asking) b. When you say "correct login/password" you mean that you have modified the default config.pm by adding the mysql username and password? c. What is the address displayed in the navigation bar after the redirect occurs? d. What is the source of the page you are redirected to? - ryan ______________________________________________________________________ This email has been scanned by the Rebekah Children's Services Email Security System. **** Confidentiality Notice ***** The information contained in this e-mail, and any attachment, is private and confidential and is the property of Rebekah Children's Services. The information is intended only for the use of the intended recipient. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or taking of any action in reliance on the contents of the information is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender and destroy all copies of the original message. All reasonable precautions have been taken to ensure no viruses are present in this e-mail. We do not accept responsibility for any loss or damage arising from the use of this e-mail or attachments. We recommend that you subject these to your virus checking procedures prior to use. ______________________________________________________________________

3 3

TimeAccounting 1.4.92 - not able to insert mandatory daily hour
by Marco Vannini 15 Feb '11

15 Feb '11

Hi there, I've tryed out the new version because I was interested in "bulk" update on hour, but, since its installation, I'm not able to exit from the mandatory input windows. Is there a way to reinstall 1.4.91 ? This because of the following message [root@xxxxx004 ~]# /opt/otrs/bin/otrs.PackageManager.pl -a install -p TimeAccounting-1.4.91.opm ERROR: OTRS-otrs.PackageManager.pl-10 Perl: 5.10.0 OS: linux Time: Wed Feb 9 09:03:49 2011 Message: Can't upgrade, installed package '1.4.92' is newer as '1.4.91'! Thank you in advance MV

4 8

Strange behaviour in SysConfig after upgrade to 3.0.5
by Lars Jørgensen 15 Feb '11

15 Feb '11

Hi, I get this in Sysconfig after upgrading from 3.0.4 to 3.0.5 today: [cid:image001.png@01CBCC57.4C63EFB0] I have seen it before, but forgot how to fix it (it's the "Group %s" thing I'm talking about). Any ideas? Lars

3 5

Master Slave Module problems
by Ryan Miguel 15 Feb '11

15 Feb '11

Using the Master/Slave module when I designate a ticket as a new master ticket I am unable to close it later. I can switch queues, add notes and change all other properties; however, no matter where I try to close it from (notes, ticket close action, etc ) the ticket will not close. It appears that the ticket actions I create for the ticket hang after submitting but if I refresh the page I can see the actions in the ticket zoom/history. Using otrs - 3.0.5 with Master/Slave - 1.1.1 I haven't been able to find anything using Google or the OTRS forums Any help would be appreciated Ryan Miguel ______________________________________________________________________ This email has been scanned by the Rebekah Children's Services Email Security System. **** Confidentiality Notice ***** The information contained in this e-mail, and any attachment, is private and confidential and is the property of Rebekah Children's Services. The information is intended only for the use of the intended recipient. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or taking of any action in reliance on the contents of the information is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender and destroy all copies of the original message. All reasonable precautions have been taken to ensure no viruses are present in this e-mail. We do not accept responsibility for any loss or damage arising from the use of this e-mail or attachments. We recommend that you subject these to your virus checking procedures prior to use. ______________________________________________________________________

3 2

Encoding issues on configuration files
by Hery Njato Randriamanamihaga 15 Feb '11

15 Feb '11

1 0

Encoding issues on configuration files
by Hery Njato Randriamanamihaga 15 Feb '11

15 Feb '11

1 0

REG : Attachment Corrupted
by vijay dahiya 15 Feb '11

15 Feb '11

Dear All, When ever customer are uploading Attachment and agent try to open those attachment they are corrupted . I am using OTRS 3.0.5 and mysql utf-8 on windows . Text and CSV file are working properly files like Excel , zip etc are corruted . Regards Vijay Dahiya

1 0

Problem with Auto Reply
by Sridhar Reddapani 14 Feb '11

14 Feb '11

Hi, I am having problem with sending auto reply, if someone[not existing customer] send email to OTRS ticketing system. I can see below message in log. Sent no 'auto reply' for Ticket [*****] (***********) because the sender doesn't want a auto-response (e. g. loop or precedence header) Could someone suggest me how to fix this issue? Thanks, Sridhar..

2 1

REG : Attachment to Customer
by vijay dahiya 14 Feb '11

14 Feb '11

Dear All, I am using the OTRS 3.0.5 ,while i am closing the ticket i am attaching the File with that . I have set a notification which goes to customer while closing the ticket . Customer is only getting the notification , attachment is not going to him . Please let me know how can i do this . Regards Vijay Dahiya

2 1

Moving a queue has no effect
by Lars Jørgensen 14 Feb '11

14 Feb '11

Hi, I moved a queue under one queue to another queue (the queue "DigiZuite" was a subqueue of "Helpdesk" and was moved to be a subqueue of "Projects"). In Admin it looks fine: [cid:image001.png@01CBCC5A.250998E0] But in the Agent interface, the queue is still under Helpdesk: [cid:image002.png@01CBCC5A.250998E0] What goes wrong? I moved a bunch of queues last week when we were running OTRS 3.0.4 and that worked fine. Lars

2 1

Migration trouble
by Simon GARESTE 14 Feb '11

14 Feb '11

Hi all, Sorry to disturb, but I've been trying to upgrade from 2.4.8 to 3.0.4, following this page <http://doc.otrs.org/3.0/en/html/upgrading.html>, and it seems that it's not working : Software error: Can't load backend module Kernel::System::Cache::File! at /opt/otrs//Kernel/System/Cache.pm line 83. For help, please send mail to the webmaster ([no address given] <mailto:[no%20address%20given]>), giving this error message and the time and date of the error. Since google is my best friend, he told me to see this <http://comments.gmane.org/gmane.comp.otrs.user/32870>, which I did, but unfortunately, first I do not know if the answer corrected the trouble, second I do not know where I am supposed to find the config for $home.. Can anybody help? Thank you ps : otherwise, great job guys, this thing is really useful! -- Simon Gareste Support& Development Engineer -- Consortium Scilab Digiteo Domaine de Voluceau Rocquencourt - B.P. 105 78153 Le Chesnay Cedex --

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error doing RebuildTicketIndex
by Jan.Dreyer＠bertelsmann.de 14 Feb '11

14 Feb '11

Hi, I posted this one on http://forums.otrs.org but got no answer, so I'm pushing it here again. Since some days we are getting the following error when trying to rebuild the Index (we are using the separate index, as the amount of tickets in the database is huge): otrs@otrs:~> $HOME/bin/RebuildTicketIndex.pl ERROR: OTRS-RebuildTicketIndex-01 Perl: 5.8.8 OS: linux Time: Wed Feb 9 08:45:08 2011 Message: Need Lock or LockID! Traceback (13807): Module: Kernel::System::Lock::LockLookup (v1.29) Line: 179 Module: Kernel::System::Ticket::TicketGet (v1.30.2.6) Line: 1138 Module: Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketLockAcceleratorAdd (v1.11.2.4) Line: 225 Module: Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketAcceleratorRebuild (v1.11.2.4) Line: 422 Module: /opt/otrs/bin/RebuildTicketIndex.pl (v1.18) Line: 58 otrs@otrs:~> What is causing that? How could I get it working again? Thanks for your answers! Greetings Jan Dreyer

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newbie break otrs
by Al Hopper 14 Feb '11

14 Feb '11

I've been working hard to configure notifications and the real challenge is to get everything working using the Amazon SES mail service via the Postfix MTA. Amazon SES is very picky about headers and all outgoing email has to have the From: address verified initially. I was configuring the Kernel::Sendmail::Host and I changed it from 'localhost' to nothing (empty). Immediately OTRS shows: Software error: Can't locate object method "EventHandlerTransaction" via package "Kernel::System::Ticket" at /opt/otrs//Kernel/System/Ticket.pm line 8325. How do I recover the system from here?? Note: The particular value I changed is documented as: SendmailModule::Host -- Al Hopper

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Re: [otrs] Customers Receiving Their Own Updates
by cervin＠intersectconsult.com 12 Feb '11

12 Feb '11

I had not thought about this being a security issue. That actually does make sense -- thank you for pointing that out. I am still comparison shopping for ticketing systems, and RT is next on my list. I really like the web interface for OTRS but I also like the mail handling in RT. Thank you for your help. --Chance -----Original Message----- From: Gerald Young [mailto:crythias@gmail.com] Sent: Friday, February 11, 2011 06:05 PM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] Customers Receiving Their Own Updates The problem is you're working against the intended nature of OTRS by allowing agents to submit via email. This isn't my preference either, but TPTB want agents to work with an iPhone or the web interface and not use email to respond because it's unsafe for whatever reason for agents to answer via email. To a point, I can understand because, with a ticket number *ANYONE* can spoof being an agent... On the one hand, that's true, on another, you've got to consider what the point of the man-in-the-middle attack is intending to do with a request. It also becomes problematic for in-house technical support when agents can be ticket submitters for themselves via email. Disclaimer aside, the next thing is to use postmaster filter to change something about an article that's received by an agent (Match: From: agent email, Set: X-OTRS-ArticleType: something), and use that in your notification (Event). Get a current list of ArticleTypes from Notification(Event). Customers will get notifications from autoresponses but because (if) they won't match the article type in notification (Event), it won't send a second notification. At least, that's the plan. Body and Subject can't be used, because it *might* be possible to spoof or reply-and-spoof by customer. On Fri, Feb 11, 2011 at 8:19 PM, <cervin(a)intersectconsult.com> wrote: Thank you for your response, Gerald. We are using Autoreplies to notify the customer that a ticket has been successfully submitted. But customers also need to receive updates to tickets as we are working on them. Because we would like to perform as much of the support process from our email clients as possible, we need to come up with a way to notify customers of ticket updates. This is why I was looking into the notification section of the config. This allows us to notify customers of new "article" creations. The problem is that customers are notified of 'articles' (ticket updates) that they just created. We would like customers to receive notification of new 'articles' we create on a ticket but need to figure out a method to prevent their own 'article' creations from being sent to them as a notifications (else this will seem very spammy to the customer). It appears to me that if we were using the web interface to communicate with customers, this would not really be an issue as 'event notifications' would not be needed. But the company would like to use an email client as much as possible. Do you know if what I am seeking is even possible without modifying source code? This seems like a function that other support companies would need as well. --Chance -----Original Message----- From: Gerald Young [mailto:crythias@gmail.com] Sent: Friday, February 11, 2011 04:49 PM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] Customers Receiving Their Own Updates Autoreplies "generally" go to the customer, and Notifications "generally" go to agents. On Fri, Feb 11, 2011 at 6:11 PM, Chance Ervin <cervin(a)intersectconsult.com> wrote: OTRS Version: 3.0.5 I have been able to configure much of the OTRS system but I have a nagging issue. When using an email client, both Agents and Customers receive notifications. The issue is that if a customer sends in an update to a ticket, a notification for that same update is then sent back to the customer. While I want the customer to receive updates that Agents create, I do not want them receiving notification back on the update they just created. I have been through several test scenarios with notifications (event) but I cannot seem to get notifications to customers without also sending them their own updates. Am I trying to configure the wrong section of OTRS for this functionality? Or am I just not configuring notifications correctly for this behavior? Thank you, -- Chance Ervin Sr. Systems and Network Engineer --------------------------------------------------------------------- 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

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Re: [otrs] Customers Receiving Their Own Updates
by cervin＠intersectconsult.com 12 Feb '11

12 Feb '11

Thank you for your response, Gerald. We are using Autoreplies to notify the customer that a ticket has been successfully submitted. But customers also need to receive updates to tickets as we are working on them. Because we would like to perform as much of the support process from our email clients as possible, we need to come up with a way to notify customers of ticket updates. This is why I was looking into the notification section of the config. This allows us to notify customers of new "article" creations. The problem is that customers are notified of 'articles' (ticket updates) that they just created. We would like customers to receive notification of new 'articles' we create on a ticket but need to figure out a method to prevent their own 'article' creations from being sent to them as a notifications (else this will seem very spammy to the customer). It appears to me that if we were using the web interface to communicate with customers, this would not really be an issue as 'event notifications' would not be needed. But the company would like to use an email client as much as possible. Do you know if what I am seeking is even possible without modifying source code? This seems like a function that other support companies would need as well. --Chance -----Original Message----- From: Gerald Young [mailto:crythias@gmail.com] Sent: Friday, February 11, 2011 04:49 PM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] Customers Receiving Their Own Updates Autoreplies "generally" go to the customer, and Notifications "generally" go to agents. On Fri, Feb 11, 2011 at 6:11 PM, Chance Ervin <cervin(a)intersectconsult.com> wrote: OTRS Version: 3.0.5 I have been able to configure much of the OTRS system but I have a nagging issue. When using an email client, both Agents and Customers receive notifications. The issue is that if a customer sends in an update to a ticket, a notification for that same update is then sent back to the customer. While I want the customer to receive updates that Agents create, I do not want them receiving notification back on the update they just created. I have been through several test scenarios with notifications (event) but I cannot seem to get notifications to customers without also sending them their own updates. Am I trying to configure the wrong section of OTRS for this functionality? Or am I just not configuring notifications correctly for this behavior? Thank you, -- Chance Ervin Sr. Systems and Network Engineer --------------------------------------------------------------------- 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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How to Reply to a Ticket
by Chance Ervin 12 Feb '11

12 Feb '11

otrs version: 3.0.5 OS: Ubuntu 10.10 I have been able to successfully install ORTS, get to the web interface, and even fetch mail. I am not sure I understand how to reply to a ticket through the web interface, though. I can forward ticket content with the 'forward' button but I see no way to reply to a ticket. I see a -Reply- dropdown just to the right of the 'Print' button but it does not appear to do anything. If someone can point me in the right direction for replying to a ticket through the web interface, it would be much appreciated. I am very new with this software, so I may just be missing something simple. Thank you, -- Chance Ervin Sr. Systems and Network Engineer

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Probles with OTRS
by Michelle Konzack 11 Feb '11

11 Feb '11

Hello, arround two years ago I had already asked this, but now it is more or less urgent. I run IBM eServer with a bunchof Apache VHosts and several customers. With OTRS it is not possibel, to run one VHost and have e.g. three differnt targets like "abuse", "support" and "info" like http://support.customer1.com/abuse/ /info/ /support/ http://support.customer2.com/abuse/ /info/ /support/ ... Also it is not possibel to have more then one customer on a server, because OTRS enforce to use ONE database instead one database per customer and target. Then I modified OTRS to support the two things above, but now I get the hell of mySQL performance and it crash all the time Does someone know a more suitable RequestTracker for this kind of usage? Also it should support PostgreSQL and use PHP5 or PHP6 The servers are IBM eServer x345 with Xeon DualCore 3GHz, 8 GByte memory and 6x 147 GByte U320/15k SCSI Drives (Raid-5 + Hotfix) Thanks, Greetings and nice Day/Evening Michelle Konzack -- ##################### Debian GNU/Linux Consultant ###################### Development of Intranet and Embedded Systems with Debian GNU/Linux itsystems@tdnet France EURL itsystems@tdnet UG (limited liability) Owner Michelle Konzack Owner Michelle Konzack Apt. 917 (homeoffice) 50, rue de Soultz Kinzigstraße 17 67100 Strasbourg/France 77694 Kehl/Germany Tel: +33-6-61925193 mobil Tel: +49-177-9351947 mobil Tel: +33-9-52705884 fix <http://www.itsystems.tamay-dogan.net/> <http://www.flexray4linux.org/> <http://www.debian.tamay-dogan.net/> <http://www.can4linux.org/> Jabber linux4michelle(a)jabber.ccc.de Linux-User #280138 with the Linux Counter, http://counter.li.org/

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View source of e-mail
by Timur I. Bakeyev 11 Feb '11

11 Feb '11

Hi all! I've upgraded my OTRS 2.2 to 3.0.5 and now got puzzled, how in the new interface to get look onto the plain text source of the certain e-mail in the ticket, including all the transition headers? Something like what was known as "Plain text mail view": http://otrs.org/images/screen-3.0/email-plain.png Before there was a link "(plain)" next in the zoom view from where you could get that mail source text. With the new interface with the default settings I don't see anything like this, only RTF view. Can somebody point me how can I get such a view or what modules or options have to be enabled to get it? With regards, Timur Bakeyev.

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REG : Closed Tickets
by vijay dahiya 11 Feb '11

11 Feb '11

Dear All, I am using version 3.0.5 , i closed 1 ticket and after closing if i am doing the search i can view tht ticket and with the other option like close and all . I feel once the ticket is closed other option should not be visible . How can i do that . Please help me sort out this .

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Re: [otrs] Strange redirect from index.pl on apache/freebsd
by Ryan Miguel 11 Feb '11

11 Feb '11

I am far from an expert but I once installed from source and I ran into a bunch of problems with the Perl modules. I will try to give you a few ideas (if you haven't already tried or thought of them). As the error says, it can't locate SOAP/Transport/HTTP.pm, be sure that the includes (use SOAP::whatever) listed in rpc.pl exist and are installed and that your Perl library location is correctly stated in rpc.pl. If you checked the Perl modules by running otrs.checkModules it might be a good idea to use CPAN and double-check/reinstall the specific ones pertaining to SOAP and the dependencies. If everything related to Perl appear to be fine it might be a good idea to run the otrs.SetPermissions.pl script. From there I would double-check the web-server config. I hope I was able to provide you with something useful, - Ryan ---------------------------------------------------------------------- Message: 1 Date: Wed, 09 Feb 2011 15:11:29 +0300 From: "A.Rymkus" <rymkus(a)inbox.ru> Subject: Re: [otrs] Strange redirect from index.pl on apache/freebsd box To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4D528471.3020205(a)inbox.ru> Content-Type: text/plain; charset="windows-1251"; Format="flowed" 08.02.2011 16:55, A.Rymkus ?????: > Hi everybody! > > I'm using otrs-3.0.5 on FreeBSD 8.0-Stable/Intel > I tested it for some time, all was ok. > But, after installation of General Catalog and ITSM modules > (latest versions from ftp://ftp.otrs.org/pub/otrs/itsm/packages30/) > got strange redirect from index.pl to nowhere. > > HTML content of index.pl's (http://192.168.0.1/otrs/index.pl) output: > document <a href="http://192.168.0.1?RequestedURL=">moved</a> > witout any errors in apache's error logs. > > Trying to open rpc.pl causes error page (500 Internal Server > Error) and that's content about this error from apache's error log: > /[Tue Feb 08 16:50:56 2011] [error] Can't locate > SOAP/Transport/HTTP.pm in @INC (@INC contains: > /usr/local/sbin/../../Kernel/cpan-lib /usr/local/sbin/../.. ../../ > /usr/local/Custom /usr/local/Kernel/cpan-lib /usr/local > /usr/local/otrs/Custom /usr/local/otrs/Kernel/cpan-lib > /usr/local/otrs/ /usr/local/lib/perl5/5.8.9/BSDPAN > /usr/local/lib/perl5/site_perl/5.8.9/mach > /usr/local/lib/perl5/site_perl/5.8.9 /usr/local/lib/perl5/5.8.9/mach > /usr/local/lib/perl5/5.8.9 .) at /usr/local/otrs/bin/cgi-bin/rpc.pl > line 32.\nBEGIN failed--compilation aborted at > /usr/local/otrs/bin/cgi-bin/rpc.pl line 32.\n / > BTW, other packages and pages are working, such as customer.pl, > public.pl(faq.pl) > > I checked out all requested system and perl wide packages, as > described on http://www.freshports.org/devel/otrs/, them are correctly > installed and up to date. > > So, does OTRS system need any SOAP port, like SOAP::Lite? > Or direct me where I have to dig to fix this problem. > > PS: googling doesn't gave me anything interesting =( > > -- > WBR, A.Rymkus > > > --------------------------------------------------------------------- > 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 Hi again! I installed p5-Apache2-SOAP-0.73, p5-SOAP-Lite-0.712_2 and all dependand packages. That removed errors produced by rpc.pl. But index.pl still redirect me nowhere... help me please =\ -- WBR, A.Rymkus

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Re: [otrs] Yet another unbelievable stats request (Ionel GARDAIS)
by Steve Durbin 11 Feb '11

11 Feb '11

Ionel, > Is there a requirement of a minimal MySQL version for it to work ? There shouldn't be a problem. SUBDATE and INNER JOIN have been in since at least 3.23, and these are the only ones that may be a problem. Try running it against your database and tell me what error messages you get! On my DB, with 2.3 million ticket history records and 63,000 tickets, it takes 1.7sec to run. Cheers, -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

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Re: [otrs] Yet another unbelievable stats request (Ionel GARDAIS)
by Steve Durbin 10 Feb '11

10 Feb '11

Ionel, This huge bit of SQL (for MySQL) will give you what you want. There's no 'stats' way of doing it I'm aware of. Note that a ticket that was closed then reopened will be counted twice. The result here was: +--------------------+---------+ | Fix Band | Tickets | +--------------------+---------+ | a. 0-4 Hours | 2590 | | b. 4 Hours - 1 Day | 502 | | c. 1 - 8 Days | 657 | | d. >8 days | 180 | +--------------------+---------+ 4 rows in set (1.82 sec) SELECT CASE WHEN (SUBDATE(th.change_time, INTERVAL 4 HOUR) <= t.create_time) THEN 'a. 0-4 Hours' WHEN ((SUBDATE(th.change_time, INTERVAL 1 DAY) <= t.create_time) AND (SUBDATE(th.change_time, INTERVAL 4 HOUR) > t.create_time)) THEN 'b. 4 Hours - 1 Day' WHEN ((SUBDATE(th.change_time, INTERVAL 8 DAY) <= t.create_time) AND (SUBDATE(th.change_time, INTERVAL 1 DAY) > t.create_time)) THEN 'c. 1 - 8 Days' ELSE 'd. >8 days' END as 'Fix Band', COUNT(*) as 'Tickets' FROM ticket AS t INNER JOIN ticket_state s ON t.ticket_state_id = s.id INNER JOIN ticket_state_type st ON s.type_id = st.id and st.name = 'closed' INNER JOIN ticket_history th on t.id = th.ticket_id and th.state_id = t.ticket_state_id INNER JOIN ticket_history_type tht on th.history_type_id = tht.id and tht.name in ('NewTicket','StateUpdate') WHERE t.create_time > SUBDATE(NOW(),INTERVAL 1 MONTH) AND th.change_time is not null GROUP BY CASE WHEN (SUBDATE(th.change_time, INTERVAL 4 HOUR) <= t.create_time) THEN 'a. 0-4 Hours' WHEN ((SUBDATE(th.change_time, INTERVAL 1 DAY) <= t.create_time) AND (SUBDATE(th.change_time, INTERVAL 4 HOUR) > t.create_time)) THEN 'b. 4 Hours - 1 Day' WHEN ((SUBDATE(th.change_time, INTERVAL 8 DAY) <= t.create_time) AND (SUBDATE(th.change_time, INTERVAL 1 DAY) > t.create_time)) THEN 'c. 1 - 8 Days' ELSE 'd. >8 days' END ORDER BY CASE WHEN (SUBDATE(th.change_time, INTERVAL 4 HOUR) <= t.create_time) THEN 'a. 0-4 Hours' WHEN ((SUBDATE(th.change_time, INTERVAL 1 DAY) <= t.create_time) AND (SUBDATE(th.change_time, INTERVAL 4 HOUR) > t.create_time)) THEN 'b. 4 Hours - 1 Day' WHEN ((SUBDATE(th.change_time, INTERVAL 8 DAY) <= t.create_time) AND (SUBDATE(th.change_time, INTERVAL 1 DAY) > t.create_time)) THEN 'c. 1 - 8 Days' ELSE 'd. >8 days' END; -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

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Yet another unbelievable stats request
by Ionel GARDAIS 09 Feb '11

09 Feb '11

Hi list, Big heads here are asking the following thing to be retrieved from OTRS : during a determined time-frame, provide a count of the ticket based on the resolution time. More clearly, that is : - for the last month - how many tickets - have been resolved/closed in "0 to 4hours", "4 hours to 1 day", "1 day to 8 days" and "8 days and more". Is it possible to get this stat within the stat module ? Many thanks, Ionel -- Ionel GARDAIS Tech'Advantage CIO - IT Team manager

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Strange redirect from index.pl on apache/freebsd box
by A.Rymkus 09 Feb '11

09 Feb '11

Hi everybody! I'm using otrs-3.0.5 on FreeBSD 8.0-Stable/Intel I tested it for some time, all was ok. But, after installation of General Catalog and ITSM modules (latest versions from ftp://ftp.otrs.org/pub/otrs/itsm/packages30/) got strange redirect from index.pl to nowhere. HTML content of index.pl's (http://192.168.0.1/otrs/index.pl) output: document <a href="http://192.168.0.1?RequestedURL=">moved</a> witout any errors in apache's error logs. Trying to open rpc.pl causes error page (500 Internal Server Error) and that's content about this error from apache's error log: /[Tue Feb 08 16:50:56 2011] [error] Can't locate SOAP/Transport/HTTP.pm in @INC (@INC contains: /usr/local/sbin/../../Kernel/cpan-lib /usr/local/sbin/../.. ../../ /usr/local/Custom /usr/local/Kernel/cpan-lib /usr/local /usr/local/otrs/Custom /usr/local/otrs/Kernel/cpan-lib /usr/local/otrs/ /usr/local/lib/perl5/5.8.9/BSDPAN /usr/local/lib/perl5/site_perl/5.8.9/mach /usr/local/lib/perl5/site_perl/5.8.9 /usr/local/lib/perl5/5.8.9/mach /usr/local/lib/perl5/5.8.9 .) at /usr/local/otrs/bin/cgi-bin/rpc.pl line 32.\nBEGIN failed--compilation aborted at /usr/local/otrs/bin/cgi-bin/rpc.pl line 32.\n / BTW, other packages and pages are working, such as customer.pl, public.pl(faq.pl) I checked out all requested system and perl wide packages, as described on http://www.freshports.org/devel/otrs/, them are correctly installed and up to date. So, does OTRS system need any SOAP port, like SOAP::Lite? Or direct me where I have to dig to fix this problem. PS: googling doesn't gave me anything interesting =( -- WBR, A.Rymkus

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Search / Generic Agent disagree?
by Nick Bright 09 Feb '11

09 Feb '11

Greetings, I'm trying to set up some generic agent jobs to delete specific notification tickets that don't need to be saved after they're closed and have aged past 90 days. When I set up a search critera with a specific "from" address, status = closed successful, and closed time before 3 months I get 834 results. Unfortuantely, when I set up a Generic Agent to delete these tickets with identical criteria, it says "0 Tickets affected! What do you want to do?". I've come across this about a half dozen times tonight with different searches I've tried, while deleting old SPAM tickets and junk that doesn't represent a real ticket but has been cluttering up my database. What am I doing wrong? -- --- - Nick Bright Network Administrator Valnet Tel 888-332-1616 x 315 Fax 620-331-0789

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Unable to close tickets marked as Master
by Ryan Miguel 08 Feb '11

08 Feb '11

Using the Master/Slave module when I designate a ticket as a new master ticket I am unable to close it later. I can switch queues, add notes and change all other properties; however, no matter where I try to close it from (notes, ticket close action, etc ) the ticket will not close. It appears that the ticket actions I create for the ticket hang after submitting but if I refresh the page I can see the actions in the ticket zoom/history. Ryan Miguel ______________________________________________________________________ This email has been scanned by the Rebekah Children's Services Email Security System. **** Confidentiality Notice ***** The information contained in this e-mail, and any attachment, is private and confidential and is the property of Rebekah Children's Services. The information is intended only for the use of the intended recipient. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or taking of any action in reliance on the contents of the information is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender and destroy all copies of the original message. All reasonable precautions have been taken to ensure no viruses are present in this e-mail. We do not accept responsibility for any loss or damage arising from the use of this e-mail or attachments. We recommend that you subject these to your virus checking procedures prior to use. ______________________________________________________________________

1 0

ITSM report with hardware linked
by Luis Daniel Lucio Quiroz 08 Feb '11

08 Feb '11

Helow We are using otrs 2.7 i was wondering if there is a way to make available in reports the serial number of hardare asociated. I will explain it more carefully. In a ticket, we have linked it with a hardware. We wonder in the ticket reports if it is possible to add Serial Numbers of hardware attached to that ticket. Regards, LD

1 0

Default search template
by Nick Bright 07 Feb '11

07 Feb '11

How does one go about changing the value of the default search template? Internally about 90% of our searches are by ticket number, so it would be a much better default than fulltext. I tried looking in the SysConfig hives but I just simply couldn't find it. -- --- - Nick Bright Network Administrator Valnet Tel 888-332-1616 x 315 Fax 620-331-0789

2 1

Software error
by claude 07 Feb '11

07 Feb '11

Hi, I need some help. I modify fr.pm and I have one error. So I restore old fr.pm but surely I do a wrong action because now when I log in to web interface I have a software error : Can't locate object method "Data" via package "Kernel::Language" at ../..//Kernel/Language.pm line 128 Would anyone help me ? Thanks and regards Claude

2 4

adding second authentication server
by Neil Simpson 07 Feb '11

07 Feb '11

Hi, We have two active directory machines, primary and backup so to speak. Currently OTRS is only configured to allow agents to login against the primary AD. Is it possible to add a second authentication server to otrs in config.pm? Has anyone tried this. I simply can't just go and test it as it is a productive machine and needs downtime scheduled etc. thank you Neil

2 1

OTRS for software development
by Francesco Pasqualini 07 Feb '11

07 Feb '11

Hi, is there any guideline or others experiences, for using OTRS to manage software development: - bug, issue, task tracking - SVN integration, automation for changelog generation thanks

1 0

LDAP-to-group ?
by GARDAIS Ionel 06 Feb '11

06 Feb '11

Hi list, Is it possible to assign a different group to each LDAP customer source declared ? This way, mulitple LDAP source won't fit in the same global "users" group. Thanks, Ionel

2 1

OTRS on linux vs windows
by Robert Poreba 05 Feb '11

05 Feb '11

Hi All, I'm wondering if you know any pros and cons of running OTRS on Linux vs running it on Windows? Apart from obvious differences that come from OS, are there any benefits for the application whan it's run on Linux (eg. is it more stable, better tested etc)? I'm just about to choose the platform so any info would be useful. Thanks a lot -- Robert

5 10

OTRS backups
by Navarro, Daniel 05 Feb '11

05 Feb '11

Anyone doing OTRS backups have any estimates about how big they get (obviously depending on usage)? We will be doing the OTRS backup script that comes with the installation package and shipping the dumps to our Backup Data Center location. I've just installed it and done my first backup. Obviously it's not that big but I'm wondering how big it might be a year or two from now. Thanks, Daniel CONFIDENTIALITY NOTICE: The contents of this email are confidential and for the exclusive use of the intended recipient. If you receive this email in error, please delete it from your system immediately and notify us either by email, telephone or fax. You should not copy, forward, or otherwise disclose the content of the email.

5 5

Re: [otrs] Surve e-mails show html tags
by Ryan Miguel 04 Feb '11

04 Feb '11

So my suspicion was right! Thanks Nils, that helped a bunch! - ryan Message: 4 Date: Fri, 4 Feb 2011 22:58:02 +0100 From: Nils Leideck <nils.leideck(a)leidex.net> Subject: Re: [otrs] Surve e-mails show html tags To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <48F1FCAE-D0C2-4EE5-ACF1-CCA2178261DF(a)leidex.net> Content-Type: text/plain; charset="windows-1252" Dear Ryan, this bug has been solved and is in the next beta release! http://bugs.otrs.org/show_bug.cgi?id=6849 Cheers, Nils On 04.02.2011, at 20:36, Ryan Miguel wrote: > I have the system set to send surveys to our users after a ticket close however the e-mails they receive show html tags at the beginning of the email and the end. Like this: > > > > $html/text$<pre> > > ? > > [Body of survey] > > http://Survey_link > > [body of survey] > > ?.. > > </otrs_publicsurveykey></pre> > > > > BUT If I change some settings related to the survey source/format or html-email configuration it will either break the survey link or mess-up all other e-mails sent out by the system to be. > > > > Please help, I am not sure what to do as I have tried searching but haven?t found much and I am beginning to think that there is a bug with the survey formatting. > > > > > > Ryan Miguel > > > > > ______________________________________________________________________ > > This email has been scanned by the Rebekah Children's Services Email Security System. > > **** Confidentiality Notice ***** > > The information contained in this e-mail, and any attachment, is private and confidential and is the property of Rebekah Children's Services. The information is intended only for the use of the intended recipient. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or taking of any action in reliance on the contents of the information is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender and destroy all copies of the original message. > > All reasonable precautions have been taken to ensure no viruses are present in this e-mail. We do not accept responsibility for any loss or damage arising from the use of this e-mail or attachments. We recommend that you subject these to your virus checking procedures prior to use. > ______________________________________________________________________ > --------------------------------------------------------------------- > 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 ? Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project

1 0

Surve e-mails show html tags
by Ryan Miguel 04 Feb '11

04 Feb '11

I have the system set to send surveys to our users after a ticket close however the e-mails they receive show html tags at the beginning of the email and the end. Like this: $html/text$<pre> ... [Body of survey] http://Survey_link [body of survey] ..... </otrs_publicsurveykey></pre> BUT If I change some settings related to the survey source/format or html-email configuration it will either break the survey link or mess-up all other e-mails sent out by the system to be. Please help, I am not sure what to do as I have tried searching but haven't found much and I am beginning to think that there is a bug with the survey formatting. Ryan Miguel ______________________________________________________________________ This email has been scanned by the Rebekah Children's Services Email Security System. **** Confidentiality Notice ***** The information contained in this e-mail, and any attachment, is private and confidential and is the property of Rebekah Children's Services. The information is intended only for the use of the intended recipient. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or taking of any action in reliance on the contents of the information is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender and destroy all copies of the original message. All reasonable precautions have been taken to ensure no viruses are present in this e-mail. We do not accept responsibility for any loss or damage arising from the use of this e-mail or attachments. We recommend that you subject these to your virus checking procedures prior to use. ______________________________________________________________________

2 1

postmaster default queue
by Francesco Pasqualini 04 Feb '11

04 Feb '11

Hi, I put the following line in Config.pm $Self->{'PostmasterDefaultQueue'} = 'Raw'; But if I open a ticket by mail the ticket is created in the Postmaster queue instead of Raw. What's the problem? OTRS 3.0.5 Thanks

1 1

wrong link in email notification
by Francesco Pasqualini 04 Feb '11

04 Feb '11

Hi, I'm using OTRS 3.0.5 I have a problem. In the notification email the link are broken http://helpdesk.fdlservizi.com/otrs/index.pl?Action=AgentZoom;TicketID=4 If I follow this link I get error. should be http://helpdesk.fdlservizi.com/otrs/index.pl?Action=AgentZoom&TicketID=4<http://helpdesk.fdlservizi.com/otrs/index.pl?Action=AgentZoom;TicketID=4> This works ok & instead of ; Is this a bug ? I'm trying to fix it in the "notification agent" templates. thanks

4 10

Re: [otrs] Problem with LDAP autentication
by Steve Durbin 03 Feb '11

03 Feb '11

On Mon, 31 Jan 2011 15:57:38 -0500 "DM_Julio Angulo" <dm_jangulo(a)equifax.com.pe> wrote: > OUs exist within other OUs, when I make the search returns no results. Julio, the error message below suggests to me that your LDAP search user isn't authenticating. There is no problem with nested AD OUs (OUs within OUs) in OTRS - we have up to 14 deep! >Mon Jan 31 13:04:16 2011][Error][Kernel::System::CustomerUser::LDAP::new][151] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece-NULL Try changing the config to: $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'ldap_otrs(a)dominio.local'; Which is the sort of format we have here, check the password and make sure the user isn't locked out. Cheers, -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

2 1

How to know time between create-time and move-time
by claude 03 Feb '11

03 Feb '11

Hi, How can I configure a stat to know time between creation in the queue and move in another queue? Thanks and regards, Claude

2 2

How to store attachments in FS including previous attachments
by Amit Sharma 02 Feb '11

02 Feb '11

Hi, Changing DB to FS is easy and it works fine but I would like to extract the previous attachments as well so that my DB gets reduced considerably. How to achieve that. Kindly Help. Thanks and Regards, Amit Sharma

3 2

Problem with LDAP autentication
by DM_Julio Angulo 01 Feb '11

01 Feb '11

Greetings, I have problems doing the search for clients using LDAP, you'll see the problem is: Ous exist within other OUs, when I make the search returns no results. leave a request for help in the forum, if anyone knows how to solve it I would appreciate very much. Julio Angulo Forum Link: http://forums.otrs.org/viewtopic.php?f=82&t=7937 Julio Cesar Angulo Quiroz Telf.: 997066155

2 2

Question/Answer path leading to ticket creation
by Tommaso Calosi - Brain Technology 31 Jan '11

31 Jan '11

Hi, I need to modify the customer public interface so that before a ticket is created the customer needs to answer a few question based on a flowchart schema: E.g. Is your pc on? yes/no YES Is the mouse properly connected? yes/no NO Connect the mouse and so on... If no answer available for the issue, then a ticket will be created. I've seen the FAQ module, but I don't think it can do something like this... -- Tommaso Calosi Playnet - Brain Technology http://www.playnet.it tel. +39 0553226450 - fax. +39 0553226604 Helpdesk : http://www.playnet.it/helpdesk.htm Faq : http://www.playnet.it/faq.htm

2 1

Time zone entry addition
by esimon 31 Jan '11

31 Jan '11

Hello, New at list, I need to include a Venezuela Time ( which is -4:30 ) in time:zone. Where and how i can include? Thanks in advance

1 0

Theme: playing with freetext and search screen
by Martignier, Philippe 27 Jan '11

27 Jan '11

Hi there, I am now confident about themes but here I have a problem I want to personalize the search So I modify the agentticketsearch dtl files Like other screens you can put in comment the general code about freetext and then select the ones you like: General code:  <tr> <td width="50%" class="contentkey">$Data{"TicketFreeKeyField"}</td> <td width="50%" class="contentvalue">$Data{"TicketFreeTextField"}</td> </tr>  Additional code you can place: # # <tr> # <td class="contentbody">$Data{"TicketFreeKeyField1"}</td> # <td class="contentbody">$Data{"TicketFreeTextField1"}</td> # </tr> # You have to remove the # and for that part (and put in # the general code) and then it normally works (for all other screens it is ok) But here it does not work, the only place where you can select freetext is via the sysconfig menu (admin) but then it is not about theme, it becomes a general setting. Am I doing something wrong or is it yet not possible to customize the search function via themes, or is it a bug? Thanks for your help PS: additional question: how do you clean the data base of freetext because in the search functions I can see everything I have tested for freetext1 but I want to propose/display only the last occurrence ... Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

1 0

Re: [otrs] Empty answer without body
by jverhoeff＠beckhoff.nl 27 Jan '11

27 Jan '11

Hi Lars, yes thats what im trying to do now. I found the option <OTRS_CUSTOMER_Body> to include in the answer, but that gives strange results (html code) in the answer. - Is there a way (function?) to strip html out of data? thanks and best regards Jurjen Verhoeff _____ From: Lars Jørgensen [mailto:ITLJ@gyldendal.dk] Sent: donderdag 27 januari 2011 10:12 To: User questions and discussions about OTRS. Subject: Re: [otrs] Empty answer without body Hi Jurjen, You can't. The SysConfig option is global. Or maybe (just thinking out loud now): you can remove QData{"Body"} from SysConfig, and find some way to include it in the answer from AdminResponse. Lars From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of jverhoeff(a)beckhoff.nl Sent: Wednesday, January 26, 2011 9:08 AM To: otrs(a)otrs.org Subject: Re: [otrs] Empty answer without body Yes, I found that option. But how to make 1 empty answare with body and 1 empty without the body? beacuase removing the Body tag from the response Format changes this for all empty anwers > removing $QData{"Body"} from ticket::Frontend::ResponseFormat (sysconf ->Ticket -> Frontend::Agent::Ticket::ViewCompose) Met vriendelijke groet / Gruß / Best Regards, Jurjen Verhoeff _____ From: Marco Vannini [mailto:marco.vannini@gmail.com] Sent: dinsdag 25 januari 2011 18:38 To: User questions and discussions about OTRS. Subject: Re: [otrs] Empty answer without body using /index.pl?Action=AdminQueueResponses <http://index.pl?Action=AdminQueueResponses> creating different /index.pl?Action=AdminResponse <http://index.pl?Action=AdminResponse> On Tue, Jan 25, 2011 at 6:15 PM, <jverhoeff(a)beckhoff.nl <mailto:jverhoeff@beckhoff.nl> > wrote: Hi Marco, Thanks for you answer. That is an option, but than I have n't the body tag in all the empty anwers. Is there a way to have 2 different empty answers where 1 with the body and 1 without the body tag? BM_12dbe2ca4a4e67b6__MailAutoSigMet vriendelijke groet / Gruß / Best Regards, Jurjen Verhoeff _____ removing $QData{"Body"} from ticket::Frontend::ResponseFormat (sysconf Ticket -> Frontend::Agent::Ticket::ViewCompose) ? On Tue, Jan 25, 2011 at 5:31 PM, <jverhoeff(a)beckhoff.nl <mailto:jverhoeff@beckhoff.nl> > wrote: Hi All, Because i get no answer on my previous questions, I'll try to cut this in portions ;-) We use OTRS 2.4 windows for our support, this works very well. Q) Is it possible to create an "empty answer" without the (old) body, so that there is no previous infomation in it (and it is really an empty answer) Thanks for all help and ideas Jurjen Verhoeff --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs> --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs>

1 0

Re: [otrs] Empty answer without body
by jverhoeff＠beckhoff.nl 27 Jan '11

27 Jan '11

Yes, I found that option. But how to make 1 empty answare with body and 1 empty without the body? beacuase removing the Body tag from the response Format changes this for all empty anwers > removing $QData{"Body"} from ticket::Frontend::ResponseFormat (sysconf ->Ticket -> Frontend::Agent::Ticket::ViewCompose) BM__MailAutoSigMet vriendelijke groet / Gruß / Best Regards, Jurjen Verhoeff _____ From: Marco Vannini [mailto:marco.vannini@gmail.com] Sent: dinsdag 25 januari 2011 18:38 To: User questions and discussions about OTRS. Subject: Re: [otrs] Empty answer without body using /index.pl?Action=AdminQueueResponses <http://index.pl?Action=AdminQueueResponses> creating different /index.pl?Action=AdminResponse <http://index.pl?Action=AdminResponse> On Tue, Jan 25, 2011 at 6:15 PM, <jverhoeff(a)beckhoff.nl <mailto:jverhoeff@beckhoff.nl> > wrote: Hi Marco, Thanks for you answer. That is an option, but than I have n't the body tag in all the empty anwers. Is there a way to have 2 different empty answers where 1 with the body and 1 without the body tag? BM_12dbe2ca4a4e67b6__MailAutoSigMet vriendelijke groet / Gruß / Best Regards, Jurjen Verhoeff _____ removing $QData{"Body"} from ticket::Frontend::ResponseFormat (sysconf Ticket -> Frontend::Agent::Ticket::ViewCompose) ? On Tue, Jan 25, 2011 at 5:31 PM, <jverhoeff(a)beckhoff.nl <mailto:jverhoeff@beckhoff.nl> > wrote: Hi All, Because i get no answer on my previous questions, I'll try to cut this in portions ;-) We use OTRS 2.4 windows for our support, this works very well. Q) Is it possible to create an "empty answer" without the (old) body, so that there is no previous infomation in it (and it is really an empty answer) Thanks for all help and ideas Jurjen Verhoeff --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs> --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs>

2 1

Re: [otrs] Upgrade issues
by Steve Durbin 27 Jan '11

27 Jan '11

Lars and others, Freetext search and ticket number search work fine here following upgrade on our test system, for all tickets before and after. However, I did run bin/otrs.RebuildTicketIndex.pl Following upgrade - have you tried that? I also did OPTIMIZE TABLE on each table, but I doubt that would have affected anything. Cheers, -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

4 3

Can't fetch new mails after deleting all tickets from database
by IT-Mailinglists 26 Jan '11

26 Jan '11

Hi, I set up a virtual machine to test some things with OTRS version 3.0.5. Therefore I made a dump of our database and imported it on the testing machine. Now I want to delete all tickets, but want to keep every other setting like queues, agents... I tried both options described in the FAQ [1], but if I want to fetch a new email (using POP3) to create a new ticket I get the following error message in otrs.log: [Tue Jan 25 13:13:52 2011][Error][Kernel::System::Ticket::TicketCreate][405] No StateID for 'new'! [Tue Jan 25 13:13:52 2011][Error][Kernel::System::MailAccount::POP3::Fetch][205] POP3: Can't process mail, see log sub system (/opt/otrs/var/spool/problem-email-59de7d5a2012c2f1dd796420f80dfbcf, report it on http://bugs.otrs.org/) [Tue Jan 25 13:13:52 2011][Notice][Kernel::System::MailAccount::POP3::Fetch] POP3: Fetched 1 email(s) from <mail_acc@our_mail_server>. Executing otrs.PostMasterMailbox.pl manually reveals the following messages: ERROR: OTRS-PostMasterMailbox.pl-12 Perl: 5.10.0 OS: linux Time: Tue Jan 25 13:13:52 2011 Message: No StateID for 'new'! Traceback (3538): Module: Kernel::System::Ticket::TicketCreate (v1.486) Line: 405 Module: Kernel::System::PostMaster::NewTicket::Run (v1.76) Line: 147 Module: Kernel::System::PostMaster::Run (v1.85) Line: 351 Module: Kernel::System::MailAccount::POP3::Fetch (v1.8) Line: 201 Module: Kernel::System::MailAccount::MailAccountFetch (v1.16) Line: 386 Module: main::Fetch (v1.3) Line: 180 Module: ./otrs.PostMasterMailbox.pl (v1.3) Line: 93 ERROR: OTRS-PostMasterMailbox.pl-12 Perl: 5.10.0 OS: linux Time: Tue Jan 25 13:13:52 2011 Message: POP3: Can't process mail, see log sub system (/opt/otrs/var/spool/problem-email-59de7d5a2012c2f1dd796420f80dfbcf, report it on http://bugs.otrs.org/) Traceback (3538): Module: Kernel::System::MailAccount::POP3::Fetch (v1.8) Line: 205 Module: Kernel::System::MailAccount::MailAccountFetch (v1.16) Line: 386 Module: main::Fetch (v1.3) Line: 180 Module: ./otrs.PostMasterMailbox.pl (v1.3) Line: 93 So, how can I safely delete all tickets in the database? Regards, Daniel [1] http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=4&ItemID=54

2 1

Bug in escalation stat ?
by GARDAIS Ionel 26 Jan '11

26 Jan '11

HI folks, After further testing, I confirm that the attached stat only shows count about the *currently* escalated tickets, and does not include the tickets that /have been/ escalated during the time frame. Is it a bug or am I missing something ? Thanks, Ionel

1 0

Re: [otrs] 2 ticket counters in one system?
by jverhoeff＠beckhoff.nl 26 Jan '11

26 Jan '11

Thats an interessting though... I have to think it over. thanks for that. BM__MailAutoSigMet vriendelijke groet / Gruß / Best Regards, Jurjen Verhoeff _____ From: Gerald Young [mailto:crythias@gmail.com] Sent: dinsdag 25 januari 2011 22:20 To: otrs(a)otrs.org Subject: Re: [otrs] 2 ticket counters in one system? (further, the manufacturer would be the customer of the split ticket?) On Tue, Jan 25, 2011 at 4:18 PM, Gerald Young <crythias(a)gmail.com <mailto:crythias@gmail.com> > wrote: I saw a similar question, actually almost identical on the forums. Will splitting the ticket to talk to the manufacturer mitigate this issue? On Tue, Jan 25, 2011 at 12:16 PM, <jverhoeff(a)beckhoff.nl <mailto:jverhoeff@beckhoff.nl> > wrote: Hi All, We use OTRS 2.4 windows for our support, this works very well. We are investigating if we can use the system for RMA (repairs). The idea is as following: a- customer fills in a webform with productnr, serialnr, complaint, etc this is send to OTRS by the webform. b- we (auto) reply with an RMA number and some text + address info to send the product to manufacturer c- we (auto) forward the RMA request to the manufacturer d- we receive an cost estimate from our manufacturer. (reply on our request) e- we change/translate the text and price a little bit and forward it to the customer f- customer reply's with OK or NOK g- we send OK / NOK to manufacturer h- we recieve invoice from manufacturer Therefore I have some questions: Q) Is it possible to have 2 ticketcounters in one system? one for support and an other for the repairs Q) is there someone else who is using otrs for such things? Thanks for all help and ideas Jurjen Verhoeff --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs>

1 0

2 ticket counters in one system?
by jverhoeff＠beckhoff.nl 25 Jan '11

25 Jan '11

Hi All, We use OTRS 2.4 windows for our support, this works very well. We are investigating if we can use the system for RMA (repairs). The idea is as following: a- customer fills in a webform with productnr, serialnr, complaint, etc this is send to OTRS by the webform. b- we (auto) reply with an RMA number and some text + address info to send the product to manufacturer c- we (auto) forward the RMA request to the manufacturer d- we receive an cost estimate from our manufacturer. (reply on our request) e- we change/translate the text and price a little bit and forward it to the customer f- customer reply's with OK or NOK g- we send OK / NOK to manufacturer h- we recieve invoice from manufacturer Therefore I have some questions: Q) Is it possible to have 2 ticketcounters in one system? one for support and an other for the repairs Q) is there someone else who is using otrs for such things? Thanks for all help and ideas Jurjen Verhoeff

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iPhone access OTRS 2.4.7/ITSM 2.1.1
by Magic Boiz 25 Jan '11

25 Jan '11

Good morning everybody I've got an iPhone4 (lucky me), and I installed iPhoneHandle 0.9.6. When I acess to json.pl interface, I can login correctly, but I cannot see any queue....¿?¿? Using the web interface, my user has full access to all queues. Any idea what's happeing? thanks in advance!!

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Re: [otrs] Empty answer without body
by jverhoeff＠beckhoff.nl 25 Jan '11

25 Jan '11

Hi Marco, Thanks for you answer. That is an option, but than I have n't the body tag in all the empty anwers. Is there a way to have 2 different empty answers where 1 with the body and 1 without the body tag? BM__MailAutoSigMet vriendelijke groet / Gruß / Best Regards, Jurjen Verhoeff _____ removing $QData{"Body"} from ticket::Frontend::ResponseFormat (sysconf Ticket -> Frontend::Agent::Ticket::ViewCompose) ? On Tue, Jan 25, 2011 at 5:31 PM, <jverhoeff(a)beckhoff.nl <mailto:jverhoeff@beckhoff.nl> > wrote: Hi All, Because i get no answer on my previous questions, I'll try to cut this in portions ;-) We use OTRS 2.4 windows for our support, this works very well. Q) Is it possible to create an "empty answer" without the (old) body, so that there is no previous infomation in it (and it is really an empty answer) Thanks for all help and ideas Jurjen Verhoeff --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs>

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Anyone know how to make a field mandatory?
by Navarro, Daniel 25 Jan '11

25 Jan '11

I'd like to make the phone # field mandatory in the Add Customer screen of the Admin section. I need to do this because there is a customer requirement that we must record the phone # of the caller for all tickets that are called in. Thanks in advance. Daniel CONFIDENTIALITY NOTICE: The contents of this email are confidential and for the exclusive use of the intended recipient. If you receive this email in error, please delete it from your system immediately and notify us either by email, telephone or fax. You should not copy, forward, or otherwise disclose the content of the email.

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Empty answer without body
by jverhoeff＠beckhoff.nl 25 Jan '11

25 Jan '11

Hi All, Because i get no answer on my previous questions, I'll try to cut this in portions ;-) We use OTRS 2.4 windows for our support, this works very well. Q) Is it possible to create an "empty answer" without the (old) body, so that there is no previous infomation in it (and it is really an empty answer) Thanks for all help and ideas Jurjen Verhoeff

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Mails being POPed but not displayed in OTRS
by Saurabh Pande 25 Jan '11

25 Jan '11

Hi, I am facing an unusual problem with OTRS 2.4.6 - mails are being POPed from the mailserver but are not appearing in any queue (including Raw). Strangely, this is not happening with all queues - only some queues are misbehaving :) Has someone else also faced a similar problem and hopefully solved this? Best Regards, Saurabh Pande.

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associate customer to company?
by Navarro, Daniel 25 Jan '11

25 Jan '11

I am using OTRS 3.0.4. Is there a way to associate a customer to a company? I found a thread saying that if you first create the company that you should then find a field called "Company ID" in the Add Customer screen, but I do not see such a field. Thanks, Daniel CONFIDENTIALITY NOTICE: The contents of this email are confidential and for the exclusive use of the intended recipient. If you receive this email in error, please delete it from your system immediately and notify us either by email, telephone or fax. You should not copy, forward, or otherwise disclose the content of the email.

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Error in PGP keys
by Rohit Singh 25 Jan '11

25 Jan '11

Hi, When i click on PGP Keys in the Email Settings panel, i am getting the below error, please suggest on the below error Software error: Can't call method "Check" on an undefined value at ../..//Kernel/Modules/AdminPGP.pm line 314. For help, please send mail to the webmaster (you(a)example.com) giving this error message and the time and date of the error. Regards Rohit Singh

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Upgrade issues
by Gazizov Andrey 25 Jan '11

25 Jan '11

Hello to all, After upgrade to 3 version of OTRS I faced with strange problem - can not found any ticket by ticket number using standard search feature. All tickets that created in 2nd OTRS version affected. Tickets that has been created in 3rd version are searchable. Does anybody know what is this and how I can solve this problem? Thanks in advance. -- Best regards, Andrey Gazizov RETN

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iPhone app : can't assign next status when replying
by GARDAIS Ionel 25 Jan '11

25 Jan '11

Hi, I've setup the SOAP interface and the iPhone module. It works great but when replying to a ticket, I can't assign a next status. The field is preset with "open" and touching it displays "Warning, There are no options available for this field. Please contact your administrator for assistance". Any clues about that ? Thanks, Ionel

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iPhone App - Ticket Search?
by Hugh Kelley 25 Jan '11

25 Jan '11

Is there a ticket search option for the app? I can't see how to find tickets for a given user or subject. Hugh

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iPhone app crashes
by Kristofer Pettijohn 25 Jan '11

25 Jan '11

Hello, I am attempting to use the OTRS iPhone app, and whenever I open a ticket that I have previously responded to (either via the iPhone app or via the web), the app crashes and goes back to the iPhone home screen. Does anyone else have this problem? Does anyone know what may be wrong? Kris

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Re: [otrs] Ticket to Change link not created
by Robert Poreba 24 Jan '11

24 Jan '11

Hi All, Updates to my post: It looks like it works (Changes are linked to RfC's) when the Change is created from scratch (ie. without a template). When a template is used, the Change is not linked to RfC. I assume this is a bug so I will try to report it somewhere. -- Thanks Robert

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headers on export
by Leonardo Certuche 24 Jan '11

24 Jan '11

Hello there, On the Import/Export feature, when you try to export CIs, the CSV file won't contain headers, only data. Is there any way to obtain the headers as well? I'm talking about the name of the fields of each column downloaded. Am I clear? Thanks in advance, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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Ticket to Change link not created
by Robert Poreba 24 Jan '11

24 Jan '11

Hi All, I'm using OTRS 3.0.5 with ITSM 3.0 beta2. I've just upgraded from 3.0.5 and 3.0 beta1 as I was hoping it will resolve my issue, but it hasn't. The problem is: When I create a new change using 'Create Change' link on the RfC ticket, the Change is created ok, but I can't see the link between the Change and RfC ticket. I can craete the link manually but this should be automatic. I think it used to work before and I can see that ITSM manual says that 'the system creates a transparent link between the ticket and Change' Please help -- Thank you

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Boolean search
by Kristofer Pettijohn 24 Jan '11

24 Jan '11

Hello, Is it possible to do boolean searches (using the API) - (for example: from=email(a)address.com or freetextfield1=somevalue) or do I have to do two separate searches and intersect the results myself?

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Fulltext field missing from search after upgrade to 3.0.4
by Adinda Sima 24 Jan '11

24 Jan '11

We just upgraded from 3.0.1 to 3.0.4 and now we have issues with the search (the one in top navigation) 1. The Fulltext field is missing (the one between Search template and Add another attribute field) 2. Can't add additional attributes to the search (nothing happens when you click on the plus icon) Could anyone help please? Thanks Adinda Sima Next client developer webinar 2nd February. Agenda and registration here http://www.gossinteractive.com/devugfeb11 Follow the online efficiency and Web Content Management experts. www.twitter.com/gossinteractive Registered Office: c/o Bishop Fleming, Cobourg House, Mayflower Street, Plymouth, PL1 1LG. Company Registration No: 3553908 This email contains proprietary information, some or all of which may be legally privileged. It is for the intended recipient only. If an addressing or transmission error has misdirected this email, please notify the author by replying to this email. If you are not the intended recipient you may not use, disclose, distribute, copy, print or rely on this email. Email transmission cannot be guaranteed to be secure or error free, as information may be intercepted, corrupted, lost, destroyed, arrive late or incomplete or contain viruses. This email and any files attached to it have been checked with virus detection software before transmission. You should nonetheless carry out your own virus check before opening any attachment. GOSS Interactive Ltd accepts no liability for any loss or damage that may be caused by software viruses.

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Iphone app
by Mikola Rose 23 Jan '11

23 Jan '11

Heya out there; Is anyone else out there with the iPhone app and latest iPhoenHandle 1.0.2 installed having the problem of the app crashing when opening a ticket?

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otrs 3.0.5 session id is invalid
by Jason Benedict Low 23 Jan '11

23 Jan '11

HI, I am new user to otrs. Please help me for this problem. 1. after a fresh installation of otrs ver 3.0.5-b1 in Centos 5.5 using the otrs rpm version. I tried to login as root@localhost and root, i get msg "session id is invalid". I had tried to reboot my system but still same. i also check mysql otrsdb and see table user - there is root@localhost. look forward to hearing from you. thanks. Best Regards, Jason *** Reclaim Your Freedom, use Free & Open Source Software - Be Open Standard Compliance. ***

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Debian Package for OTRS3
by Munroe Sollog 22 Jan '11

22 Jan '11

Does anyone know if there will be a debian package available for OTRS3? -- Munroe Sollog Systems Engineer Digirati Consulting, Inc sollog(a)digiraticonsulting.com

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Error: Need SignatureID!
by Armando Irazabal 21 Jan '11

21 Jan '11

Hi, When i attemp to chang group assigned to a queue i have the following error message: Error: Need SignatureID! Principio del formulario Final del formulario Determinar el origen: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Fri Jan 21 10:34:54 2011 Message: Need SignatureID! Traceback (1672): Module: Kernel::System::Queue::QueueUpdate (v1.110) Line: 883 Module: Kernel::Modules::AdminQueue::Run (v1.55.2.1) Line: 135 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: C:/OTRS/OTRS/bin/cgi-bin/index.pl (v1.88) Line: 48 Any suggestion to solve it? Regards,

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Unable to edit automated responses, groups, roles, other admin functions after upgrading to ver 3.04
by Jefferson Davis 21 Jan '11

21 Jan '11

Getting the following error. Forbidden You don't have permission to access /otrs/index.pl on this server. I have re-re-re-run the permissions script, still no love. Does anyone have any ideas as to what I might be missing here? -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 ext 120 (office) 661.392.0681 (fax) http://district.standard.k12.ca.us

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Empty answer without body and repair handling with otrs?
by jverhoeff＠beckhoff.nl 21 Jan '11

21 Jan '11

Hi All, We use OTRS 2.4 windows for our support, this works very well. We are investigating if we can use the system for RMA (repairs). The idea is as following: a- customer fills in a webform with productnr, serialnr, complaint, etc this is send to OTRS by the webform. b- we (auto) reply with an RMA number and some text + address info to send the product to manufacturer c- we (auto) forward the RMA request to the manufacturer d- we receive an cost estimate from our manufacturer. (reply on our request) e- we change/translate the text and price a little bit and forward it to the customer f- customer reply's with OK or NOK g- we send OK / NOK to manufacturer h- we recieve invoice from manufacturer Therefore I have some questions: Q1) Is it possible to create an "empty answer" without the (old) body AND an other "empty answer" with the body? so that we can choose with or without the old email/case in it. This is important for step e (above) we want absolutely no info (price info!) from the manufacturer in the response to the customer Q2) Is it possible to have 2 ticketcounters in one system? one for support and an other for the repairs Q3) is there someone else who is using otrs for such things? Thanks for all help and ideas Jurjen Verhoeff

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How to hide tickets assigned to some else from my dashboard?
by Marc Strapetz 21 Jan '11

21 Jan '11

With version 3.0.5, I'm seeing tickets in "New Tickets" as well as "Open Tickets" area, "My Queues", which are already assigned to other users (not default user 'OTRS admin'). Some of them are even locked by other users. How can they be hidden from these views? Thanks! -- Best regards, Marc Strapetz ============= syntevo GmbH http://www.syntevo.com http://blog.syntevo.com

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