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AgentITSMChangeMyWorkOrders not updating
by Leonardo Certuche 30 Nov '10

30 Nov '10

Hello there, On the current implementation we're supporting, when a workorder is assigned to a given Agent, his AgentITSMChangeMyWorkOrders counter is not being updated. It shows zero (0) even though a workorder is already assigned to him. The Agent has RW permission under the following groups: itsm-change itsm-change-builder itsm-change-manager users Am I missing some other configuration? Thanks in advance, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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Re: [otrs] Autoincrement trouble
by Sune T. Tougaard 30 Nov '10

30 Nov '10

Hi again, So far I have just been letting it run, detecting conflicting tickets by itself. It looks like it doesn't detect as many as i would have thought. If anyone have any ideas or concerns that I could/should investigate, input will still be greatly appreciated. Thanks. -- /Sune T. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: 26. november 2010 10:38 To: otrs(a)otrs.org Subject: [otrs] Autoincrement trouble Hi List, Last night, our system (2.4.7) running "AutoIncrement" on the ticket number sequence generation, crossed over from 20299999 to 20300000 (or so it seems). But apparently something went wrong, and now it has gone back to 2000001 after having had a few issues with determining which number to use. The log looks like this: [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000001) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000001) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000001) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000001) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20100013) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20100015) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20100013) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20100013) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000003) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20300017) exists! Creating a new one. Please note the ticketnumbers, some are 5 and some are 6, some have a 1, some have a 3. Now it seems to have settled for only 5 beginning from 1, going upwards. TicketCounter.log seems to agree with this. Any ideas what might have gone wrong and how I get out of it again? I could just let it run, spamming the log with the above messages, until it finds free numbers again, but I'm not sure what the consequenses will be. Increase the number in ticketcounter.log, perhaps? Switch to "Date" or something?! Any input will be much appreciated. Thanks -- /Sune T.

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Set Responsibles Automatically?
by jose francisco luis medina 30 Nov '10

30 Nov '10

it's possible assigned automatically and randomly the responsible on tickets of a specific queue?

2 1

Mail to big
by Guillaume Rehm 28 Nov '10

28 Nov '10

Hi list, I have a mail to big to store it in DB. Ok, I delete it on my mailbox. But now on each cron, PostmasterMailBox.pl try to store it in db, again. Why PostmasterMailBox.pl find this big mail, it doesn't stored on mailbox. Otrs cache it ? If yes, where I can delete cache ? Anyone have info ? thanks a lot, and BR -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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Re: [otrs] 2.4.7-3.0.2 Post Update
by Mikola Rose 26 Nov '10

26 Nov '10

Ok, now that I think I have the bulk of my update done and have logged in I get these errors in my browser Core.Agent.Dashboard is undefined What have I missed. Also clicking on ticket/Calendar etc does nothing. So close... Mik

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howto hide merged tickets
by mb 26 Nov '10

26 Nov '10

Hi all, I am running otrs 3.0.2. - I'd like to hide the merged tickets from the list of linked child objects (detailed ticket view, left side panel) - I'd like to extend this panel by edding a "star" or just a character to display the status of the linked tickets Thanks mb By the way: looks great!

1 1

Generic Agent: Forward message?
by Lars Jørgensen 26 Nov '10

26 Nov '10

Hi, We are thinking about implementing this work flow: 1. System generates mail to OTRS 2. OTRS forwards the mail to an external partner 3. The partner replies to this mail The idea is that we need the ticket number in the forwarded mail in [2], so that replies from the partner will be attached to the ticket. Is this possible? Lars

4 4

JavaScriptError: Cannot call method 'Init' of undefined
by Nils Breunese (Lemonbit) 26 Nov '10

26 Nov '10

Hello, We upgraded from OTRS 2.4.9 to OTRS 3.0.2 using the RPM package on CentOS 5.5. Everything seems to be working fine, but when we open the page to compose a new e-mail we get two JavaScript errors: ---- [ERROR] JavaScriptError: Cannot call method 'Init' of undefined • /otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:212Uncaught TypeError: Cannot call method 'Init' of undefined • TargetNS.HandleFinalError/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:212 • (anonymous function)/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:546 • c.b.extend.ready/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:37 • c.t/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:37 /otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:168[ERROR] JavaScriptError: Cannot call method 'Init' of undefined • /otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:212Uncaught TypeError: Cannot call method 'Init' of undefined • TargetNS.HandleFinalError/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:212 • (anonymous function)/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:546 • c.b.extend.ready/otrs-web/js/js-cache/CommonJS_164eff894a813f6591b6435b5c04d077.js:37 ---- We already tried removing these cache files, but they are regenerated and the error persists. As a result auto-complete and features (navigation) break... Has anyone else encountered this or does anyone know what is wrong here? How do we fix this? Nils.

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Customers need to see each others tickets. How can that be configured?
by Erik van Ast 25 Nov '10

25 Nov '10

Hi all, At our company we currently use OTRS 3.0.2. and we have 2 agents and about 10 customers. All these customers can create their own tickets but because 25-50% of these tickets are about the same problem we want all customers to be able to see each other's tickets. How can that be configured? Currently we have 1 main queue with 2 sub queues and for now I want the customers to be able to see all tickets created in one of those queues. We have created a group called "All customers" and we connected all users to that group through "Customers <-> Groups. In the top queue we have defined the group "All customers" but still customers aren't able to see the tickets created by other users. How can we configure this? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik

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After 2.4.9 upgrade from 2.3.3 FAQ empty
by Wes Plate 25 Nov '10

25 Nov '10

Last night I upgraded from 2.3.3 to 2.4.9 and it actually seemed to work. But this morning I checked the OTRS system log to see if if was actually working or if it was getting errors. I saw things like this in the OTRS System Log... Wed Nov 24 09:33:13 2010 error OTRS-CGI-1 No such ItemID 2! Wed Nov 24 09:33:07 2010 error OTRS-CGI-1 No such ItemID 61! And when I visited the FAQ it looked like this... http://www.automaticduck.com/screenshots/FAQafter2.4.9.jpg Before upgrading I had replaced my Standard theme folder with the factory 2.3.3 theme, I had theme problems during trial runs and by removing my modified theme before upgrading I was able to avoid some of those problems. After upgrading to 2.4.9 I _uninstalled_ the 1.5.3 FAQ module and then I installed the 1.6.5 FAQ module. Did uninstalling actually delete my FAQ entries? Maybe I should have _upgraded_ the FAQ module instead? I've reverted back to my backup so I can try this again later. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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Is it possible to show customers some particular queues not all queues
by shrikant k 25 Nov '10

25 Nov '10

hello all, I have instaled otrs and working fine now i felt the need of customers of same company to use only particular queues not all queues is it possible for them to see only some queues insead of all

3 4

Reopened tickets
by Ionel GARDAIS 25 Nov '10

25 Nov '10

Hi, How to get stats about tickets that are or have been reopened ? My boss would like to get the history of reopened tickets. (Reopened as in "Closed successfully then opened again") Thanks, Ionel -- Ionel GARDAIS IT Team manager

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After 2.49 upgrade error replying to customer
by Wes Plate 25 Nov '10

25 Nov '10

I replied to a ticked then checked the System Log to make sure the message was sent and I saw this in the log... Wed Nov 24 16:42:21 2010 notice OTRS-CGI-1 Sent email to 'CUSTOMER NAME <CUSTOMER(a)EMAIL.com>' from 'Automatic Duck Support <ad-support-mc(a)automaticduck.com>'. HistoryType => SendAnswer, Subject => Re: [TKT#18008] Copying .wav files from Unity for sound editor update; Wed Nov 24 16:08:40 2010 notice OTRS-CGI-1 User: wplate authentication ok (REMOTE_ADDR: X.X.X.X). Wed Nov 24 16:07:05 2010 error OTRS-PM-1 Can't process mail, see log sub system! at /opt/otrs/bin/PostMaster.pl line 117. Wed Nov 24 16:07:05 2010 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: CUSTOMER(a)EMAIL.com, Located under var/spool/problem-email*) on http://bugs.otrs.org/! Wed Nov 24 16:07:05 2010 error OTRS-PM-1 Can't get ArticleID from INSERT! Wed Nov 24 16:07:05 2010 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 = ?' Wed Nov 24 16:07:05 2010 notice OTRS-PM-1 New Ticket [18130/Can?t copy .wav] created (TicketID=8252,Queue=AutoDuck Support,Priority=3 normal,State=new) What is the problem and how can I fix? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

1 1

X-OTRS-Children-In-Queues in PostmasterFilter not creating parent-child tickets
by Roland Wolters 24 Nov '10

24 Nov '10

Hej list, I want to auto-sort a given incoming mail (identified by a subject string) as a parent into one queue with several child tickets in other queues. I thought this should be possible by adding a PostMaster Filter matching the given subject and adding the X-OTRS-header "X-OTRS-Children-In-Queues" containing a comma separated list of the queues I want to create children in: "foo::bar,foo::zeta,alpha::beta". However, this does not seem to have any effect - the ticket is created in the RAW queue. If I add X-OTRS-Queue with "foo::something", a ticket is created in foo::something, and another one in the first queue mentioned in "X-OTRS- Children-In-Queues" - but they are not linked what so ever. So I do wonder: what is the right way to fill in X-OTRS-Children-In-Queues to create a bunch of inter-linked parent and child tickets? DestQueue.pm looks to me like the way would be to insert "foo::bar,foo::zeta,::alpha::beta", just like I tried... Regards, Roland -- Roland Wolters Tel.: +49 (0) 21 61 / 46 43-181 Mobil: +49 (0) 160 / 74 52 624 pgp fingerprint: D2DE 4612 9C7D 7B7A 420D 84A8 E900 29F9 C16C 2283 credativ GmbH, HRB Mönchengladbach 12080 Hohenzollernstr. 133, 41061 Mönchengladbach Geschäftsführung: Dr. Michael Meskes, Jörg Folz

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2.4.7-3.0.2 Error running pqsql update and migration scripts
by Mikola Rose 24 Nov '10

24 Nov '10

Hi there, I am tryign to upgrade OTRS to 3.0.2 and am running DBUpdate-to-3.0.postrgres.sql with out issue. When I go to run step 10 in the document, DBUpdate-to-3.0.pl<http://DBUpdate-to-3.0.pl> I get the following error: Can't locate object method "ConfigChecksum" via package "Kernel::Config" at /opt/otrs-3.0.2/Kernel/System/SysConfig.pm line 1552. Any idea? I read some forums posts already and have confirmed that the setPermision script correctly set the web user and group to www I also restored my files as per the UPGRADING doc before I ran the update scripts. Mik

2 4

time-related fields
by Jober Mijares 24 Nov '10

24 Nov '10

Hi!!! Where can I enable the fields in the administrator of the system? escalation_response_time escalation_update_time escalation_solution_time escalation_time I make this question because i used the system from de Sept 15th, and when i gender the Statistics, the system don't shows me no data related to the time. Thanks, i really appreciate this help

1 0

Upgrading 2.3.3 to 2.4.9 Migrate DB as otrs user wasn't working
by Wes Plate 24 Nov '10

24 Nov '10

The last few nights I've been practicing upgrading from OTRS 2.3.3 to 2.4.9, and I had been getting stuck at the same place each time. I typed this up as I worked out to a solution, so maybe this post will help someone in the future. I am trying to run the "migration script", the instructions say to run the script "as OTRS user". http://doc.otrs.org/2.4/en/html/x834.html Based on Robert Kehl's helpful post from long ago... http://www.mail-archive.com/otrs@otrs.org/msg04238.html ...I used su - otrs and successfully became otrs but when I run the script I get the following error... SuSEOTRS:/home/wes # su - otrs otrs@SuSEOTRS:~> whoami otrs otrs@SuSEOTRS:~> /opt/otrs/scripts/DBUpdate-to-2.4.pl Start migration of the system... ERROR: OTRS-DBUpdate-to-2.4-1 Perl: 5.10.0 OS: linux Time: Tue Nov 23 21:53:41 2010 Message: Can't remove shm for log: Operation not permitted Traceback (4730): Module: Kernel::System::Log::CleanUp (v1.62) Line: 254 Module: Kernel::System::Log::new (v1.62) Line: 105 Module: /opt/otrs/scripts/DBUpdate-to-2.4.pl (v1.8.2.1) Line: 63 Bad address at /opt/otrs/Kernel/System/Log.pm line 230. otrs@SuSEOTRS:~> Finally I read this post... http://lists.otrs.org/pipermail/otrs/2009-April/026353.html ...maybe not for the first time, but I finally realized I should have apache2 stopped. I turned off apache and then this command finally worked... otrs@SuSEOTRS:~> /opt/otrs/scripts/DBUpdate-to-2.4.pl Start migration of the system... NOTICE: Rebuild config... done. NOTICE: Clean up old cache files... done. NOTICE: Migrate queue based customer notifications... done. Migration of the system completed! otrs@SuSEOTRS:~> -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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Re: [otrs] The browser you are using is too old. OTRS runs with a huge
by Erik van Ast 24 Nov '10

24 Nov '10

Hi Michiel, Thank you for your reply! Below I have copied our Apache error log if the last couple of minutes. The errors were generated because I pressed F5 in my browser with the login screen displayed. Seems like some permissions have not been set up correctly. With which script can I set those settings right? And with what other script can I recreate the files and folders in /opt/otrs/var/httpd? ERROR: OTRS-CGI-50 Perl: 5.10.0 OS: linux Time: Tue Nov 23 15:49:18 2010 Message: Can't create directory '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache/': Permission denied Traceback (25179): Module: Kernel::System::Loader::MinifyFiles (v1.16) Line: 127 Module: Kernel::Output::HTML::LayoutLoader::_HandleCSSList (v1.35) Line: 595 Module: Kernel::Output::HTML::LayoutLoader::LoaderCreateAgentCSSCalls (v1.35) Line: 111 Module: Kernel::Output::HTML::Layout::Login (v1.334) Line: 943 Module: Kernel::System::Web::InterfaceAgent::Run (v1.57) Line: 603 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ERROR: OTRS-CGI-50 Perl: 5.10.0 OS: linux Time: Tue Nov 23 15:49:18 2010 Message: Can't create directory '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache/': Permission denied Traceback (25179): Module: Kernel::System::Loader::MinifyFiles (v1.16) Line: 127 Module: Kernel::Output::HTML::LayoutLoader::_HandleCSSList (v1.35) Line: 595 Module: Kernel::Output::HTML::LayoutLoader::LoaderCreateAgentCSSCalls (v1.35) Line: 144 Module: Kernel::Output::HTML::Layout::Login (v1.334) Line: 943 Module: Kernel::System::Web::InterfaceAgent::Run (v1.57) Line: 603 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ERROR: OTRS-CGI-50 Perl: 5.10.0 OS: linux Time: Tue Nov 23 15:49:18 2010 Message: Can't create directory '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache/': Permission denied Traceback (25179): Module: Kernel::System::Loader::MinifyFiles (v1.16) Line: 127 Module: Kernel::Output::HTML::LayoutLoader::_HandleCSSList (v1.35) Line: 595 Module: Kernel::Output::HTML::LayoutLoader::LoaderCreateAgentCSSCalls (v1.35) Line: 177 Module: Kernel::Output::HTML::Layout::Login (v1.334) Line: 943 Module: Kernel::System::Web::InterfaceAgent::Run (v1.57) Line: 603 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ERROR: OTRS-CGI-50 Perl: 5.10.0 OS: linux Time: Tue Nov 23 15:49:18 2010 Message: Can't create directory '/opt/otrs/var/httpd/htdocs/js/js-cache/': Permission denied Traceback (25179): Module: Kernel::System::Loader::MinifyFiles (v1.16) Line: 127 Module: Kernel::Output::HTML::LayoutLoader::_HandleJSList (v1.35) Line: 637 Module: Kernel::Output::HTML::LayoutLoader::LoaderCreateAgentJSCalls (v1.35) Line: 282 Module: Kernel::Output::HTML::Layout::Login (v1.334) Line: 944 Module: Kernel::System::Web::InterfaceAgent::Run (v1.57) Line: 603 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ERROR: OTRS-CGI-50 Perl: 5.10.0 OS: linux Time: Tue Nov 23 15:49:18 2010 Message: Can't create directory '/opt/otrs/var/httpd/htdocs/js/js-cache/': Permission denied Traceback (25179): Module: Kernel::System::Loader::MinifyFiles (v1.16) Line: 127 Module: Kernel::Output::HTML::LayoutLoader::_HandleJSList (v1.35) Line: 637 Module: Kernel::Output::HTML::LayoutLoader::LoaderCreateAgentJSCalls (v1.35) Line: 300 Module: Kernel::Output::HTML::Layout::Login (v1.334) Line: 944 Module: Kernel::System::Web::InterfaceAgent::Run (v1.57) Line: 603 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 [Tue Nov 23 15:49:18 2010] [error] [client 192.168.1.125] File does not exist: /opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache, referer: http://opensuseotrs.suzo.int/otrs/index.pl? [Tue Nov 23 15:49:18 2010] [error] [client 192.168.1.125] File does not exist: /opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache, referer: http://opensuseotrs.suzo.int/otrs/index.pl? [Tue Nov 23 15:49:18 2010] [error] [client 192.168.1.125] File does not exist: /opt/otrs/var/httpd/htdocs/js/js-cache, referer: http://opensuseotrs.suzo.int/otrs/index.pl? Message: 6 Date: Tue, 23 Nov 2010 15:32:43 +0100 From: Michiel Beijen <michiel.beijen(a)otrs.com> Subject: Re: [otrs] The browser you are using is too old. OTRS runs with a huge lists of To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <AANLkTinYGHWo5Oz3z3vvVk0tT+nO4UfL5F87FQJFKYnE(a)mail.gmail.com> Content-Type: text/plain; charset=UTF-8 Hi Erik, it could be that the javascript/css loader mechanism fails on you. Please run bin/otrs.RebuildConfig.pl and carefully check error messages in your Apache error log, if any. -- Mike Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik

4 3

Restoring 2.4.7 backup into 3.0.2? Restore 2.4.7 linux into 2.4.7 Windows?
by Erik van Ast 23 Nov '10

23 Nov '10

Hi all, We are still not able to get our OTRS up and running again. We had version 2.4.7 working but after an upgrade to 3.0.2 nothing is working again. I am trying multiple things to get it running again, but I am almost out of options now. One thing I still want to try is install 3.0.2 with a clean install on a clean system (Ubuntu, OpenSuSe, etc) and after that import the backup of the 2.4.7. Is that somehow possible? Or can you only import the backup of 2.4.7 on a 2.4.7 install? If that's the case, is it worth a try to install 2.4.7 again on a clean machine and upgrade it to 3.0.2? Last question for now is if it's possible to import the 2.4.7 backup created on a OpenSuse 11.2 system into a 2.4.7 system installed on a Windows platform? We don't have much knowledge on Linux so when we can use OTRS on Windows, it would be great. Can anyone help us? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik

2 1

The browser you are using is too old. OTRS runs with a huge lists of
by Erik van Ast 23 Nov '10

23 Nov '10

Hi all, Finally we have come somewhere with the upgrade from 2.4.7 to 3.0.2. I did all the steps described in the Manual and after some errors, I now get a login screen for OTRS, but it tells me : The browser you are using is too old. OTRS runs with a huge lists of browsers, please upgrade to one of these" and I can't type anything in. Does someone have experience with this? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik

2 1

ITSM Change Management
by Straccialano, Rosanna 23 Nov '10

23 Nov '10

Hi All, I'm having trouble understanding why you would need to create a Condition just to change the status of an ITSM Change. Can somebody please explain this to me or give me some examples, I can't seem to get this working. Thank you, Rosanna

2 1

Reg: OTRS 3.01 not working properly in internet explorer 8
by ravi shanker 22 Nov '10

22 Nov '10

Hi i tried opening otrs 3.0 ver in ie8..it is giving javascript error.. would like to know what are browsers and which versions of these are supported. Ravi Shankar

3 2

MenuModule - multiple actions
by Kristofer Pettijohn 22 Nov '10

22 Nov '10

Hello, I would like to provide multiple actions to a MenuModule/PreMenuModule. I would like the "Spam" one to move it to the "Junk" queue and close the ticket. The current action only moves it to the new queue. What can I add to the arguments to add an additional action to make it also close the ticket? $Self->{'Ticket::Frontend::PreMenuModule'}->{'460-Spam'} = { 'Action' => 'AgentTicketMove', 'Description' => 'Mark as Spam!', 'Link' => 'Action=AgentTicketMove&TicketID=$Data{"TicketID"}&DestQueue=Junk', 'Module' => 'Kernel::Output::HTML::TicketMenuGeneric', 'Name' => 'Spam' }; Thanks.

1 0

Malformed UTF-8 charact
by Ekram 22 Nov '10

22 Nov '10

I just upgrade to otrs 3.0.2. It looks great. but when i click to ticket>queue then the page get hanged nothing dispalyed. i got the following error: index.pl: Malformed UTF-8 character (fatal) at /opt/otrs-3.0.2/bin/cgi-bin/../../Kernel/cpan-lib/Mail/Address.pm line 69 Thanks all otrs team for contributing for new version. -Ekam

1 0

Standard theme busted after upgrade from 2.3.3 to 2.4.9
by Wes 22 Nov '10

22 Nov '10

Tonight I'm testing what it will take to upgrade our 2.3.3 OTRS to 2.4.9 (not quite ready for 3.0.2). I ran the RPM upgrade, then I did the database update part 1, migrate then update part 2, then rebooted. Then I edited the /etc/apache2/conf.d/otrs.conf file to include the same FollowSymLinks directives that were in my 2.3.3 file. Now I can access OTRS via http://locahost/otrs/index.pl but if I go to http://localhost/otrs/public.pl to test the public FAQ I get Software error: Got no EncodeObject! At /opt/otrs//Kernel/System/User.pm line 94 The apache2 error_log says the same thing. So I upgraded the FAQ module to 1.6.5, and now I can get to the Public FAQ! BUT, after doing this my Standard theme goes busted, I'm guessing I'd made some changes to my theme in the past and those changes are incompatible. Here's a screenshot... http://www.automaticduck.com/screenshots/OTRS249ThemeBusted.jpg Can I replace a theme file with the default? If so where could I get that file? Something else? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

2 1

Re: [otrs] Anyone with experience installing 3.0.2 on Ubuntu?
by Michiel Beijen 21 Nov '10

21 Nov '10

You're restarting apache as non-root, and then your webserver can't open port 80 to listen on, because only root is allowed to do that. A 'sudo service apache2 restart' would have done the trick. On 20 Nov 2010 02:36, "Wes" <wes(a)automaticduck.com> wrote: I seem to have the best luck with Ubuntu, probably because I'm a Mac guy. I was trying to get OpenSUSE up and running today but it kept losing my mouse. So I'm trying to install OTRS via these instructions... <http://wiki.otrs.org/index.php?title=Installation_on_Ubuntu_Lucid_Lynx_(10. 4)> ...and when I went to the step of restarting the apache webserver (just before the "Web installer" section) it failed. http://www.automaticduck.com/screenshots/otrsapacherestartfail.jpg Not sure what to do next. :-) Thanks. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

1 0

OTRS 3.0 installed in a virtual machine, ready to go?
by Wes 20 Nov '10

20 Nov '10

I was thinking it would sure be handy if I could just download a vmware virtual machine with OTRS 3.0 installed and ready to customize. Wouldn't that be a fantastic way to get people to use it? Does this already exist? We're currently using 2.3.3 and I'd like to start evaluating 3.0. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

7 18

Anyone with experience installing 3.0.2 on Ubuntu?
by Wes 20 Nov '10

20 Nov '10

I seem to have the best luck with Ubuntu, probably because I'm a Mac guy. I was trying to get OpenSUSE up and running today but it kept losing my mouse. So I'm trying to install OTRS via these instructions... <http://wiki.otrs.org/index.php?title=Installation_on_Ubuntu_Lucid_Lynx_(10. 4)> ...and when I went to the step of restarting the apache webserver (just before the "Web installer" section) it failed. http://www.automaticduck.com/screenshots/otrsapacherestartfail.jpg Not sure what to do next. :-) Thanks. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

1 0

Errors when installling ITSMChangeManagement-2.1.1
by Marius Vaitiekunas 19 Nov '10

19 Nov '10

Hello, I am getting next error messages when i try to install ITSMChangeManagement-2.1.1. GeneralCatalog 2.1.1 and ITSMCore 2.1.1 are already installed. I use otrs 2.4.9 with mod_perl and apache on gentoo linux. Database is mysql. Any help? Thank You. Wed Nov 17 09:45:31 2010 error OTRS-CGI-10 Code: Can't locate object method "EventHandlerInit" via package "Kernel::System::ITSMChange" at /opt/otrs//Kernel/System/ITSMChange.pm line 142. Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'RfC' for key 'ticket_type_name', SQL: 'INSERT INTO ticket_type (name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::Type-pir' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::Type-decision' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::Type-backout' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::Type-workorder' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::Type-approval' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::State-canceled' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::State-closed' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::State-in progress' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::State-ready' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::State-accepted' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::State-created' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-retracted' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-canceled' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-failed' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-successful' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-pending pir' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-in progress' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-approved' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-rejected' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-pending approval' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-requested' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Priority-5 very high' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Priority-4 high' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Priority-3 normal' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Priority-2 low' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Priority-1 very low' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Impact-5 very high' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Impact-4 high' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Impact-3 normal' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Impact-2 low' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Impact-1 very low' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Category-5 very high' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Category-4 high' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Category-3 normal' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Category-2 low' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Category-1 very low' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:20 2010 notice OTRS-CGI-10 No such package ITSMChangeManagement-2.1.1! -- mv

3 5

Upgrade OTRS 2.4 Windows to OTRS 3.0.1 Windows
by Mervin Padayachee 19 Nov '10

19 Nov '10

Hello, Is it possible to do a seamless upgrade from 2.4 to 3.0 on a Windows installation? I have searched the website and cannot find a writeup.

1 0

Problems upgrading from 2.4.7 to 3.0.2 on OpenSuse 11.2 system
by Erik van Ast 19 Nov '10

19 Nov '10

Hi all, I need help upgrading from 2.4.7 to 3.0.2. I downloaded the file OTRS-3.0.2-01.noarch.rpm file from the OTRS.org website and I tried to follow the instructions in http://doc.otrs.org/3.0/en/html/x907.html 3.3 Upgrading the OTRS Framework. We are installing it on a OpenSuse 11.2 system, but we have little knowledge of Linux systems. The 2.4.7 system worked fine all the time, but we are not getting this 3.0 version up and running. What did we do (our reference is the website)? * Stopping all relevant services succeeded with 1 exception (apache), but I presume that is because we don't have it? * Backing up everything succeeded * We didn't set up a new system * The install by double clicking the file succeeded * We also restored the old config file successfully * Set file permissions also was succesfull * Apply the database changes (part 1/2) didn't succeed. When running the script "cat scripts/DBUpdate-to-3.0.mysql.sql | mysql -p -f -u root otrs" we receive the following message "ERROR 1045 (28000) : Access denied for user 'root'@'localhost' (using password:YES) * Run the migration script succeeded without errors * Apply the database changes (part 2/2) failed with the same error as above! * Refresh the configuration and delete caches. Please run: shell> bin/otrs.RebuildConfig.pl and shell> bin/otrs.DeleteCache.pl succeeded without errors * Restart your services also succeeded without the apache After this when I try to go to our OTRS website (http://our system name/otrs/index.pl) I get the following error : "Software error: Can't load backend module Kernel::System::Cache::File! at /opt/otrs//Kernel/System/Cache.pm line 83." Can someone please help us? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik van Ast -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: woensdag 17 november 2010 11:36 To: otrs(a)otrs.org Subject: otrs Digest, Vol 26, Issue 38 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. Re: Creating dashlet to show "My Tickets" to agents (OTRS v3.0.1) (Mark Shepard) 2. Re: Errors when installling ITSMChangeManagement-2.1.1 (Alexander Halle) 3. Get ticket time (Eloy Coto Pereiro) 4. Re: Errors when installling ITSMChangeManagement-2.1.1 (Marius Vaitiekunas) 5. Re: When will there be a compatible OTRS::ITSM for OTRS 3.0.X? (Hugh Kelley) ---------------------------------------------------------------------- Message: 1 Date: Wed, 17 Nov 2010 03:14:40 -0500 From: Mark Shepard <mark.shepard(a)canoe-ventures.com> Subject: Re: [otrs] Creating dashlet to show "My Tickets" to agents (OTRS v3.0.1) To: User questions and discussions about OTRS. <otrs(a)otrs.org> Message-ID: <8399022D32B11F44BB580970FC6D54CC060C8779C9(a)CNV-EXCHANGE01.canoe-ventures.com> Content-Type: text/plain; charset="us-ascii" Hugh - this was/is extremely helpful, and exactly what I was looking for. Unfortunately, I don't have the time right now to look into optimizations, but if we end up making any modifications down the road I'll be sure to let you know. Thanks again! From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Hugh Kelley Sent: Tuesday, November 16, 2010 7:03 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Creating dashlet to show "My Tickets" to agents (OTRS v3.0.1) Mark, we had a similar request from our agents so I created the attached OPM. I hadn't expected it would be shared so it is still pretty rough. You can at least use it as a guide. It's a pretty direct re-purposing of the "stock" AgentDashboardTicketGeneric. While we're on the subject of re-use, I'll admit to being a Perl novice and would appreciate any tips on how I might inherit from/extend Perl modules in the future (so that I don't have to manually copy over fixes to the original modules). Any tips? Hugh On Tue, Nov 16, 2010 at 7:33 PM, Mark Shepard wrote: Hello - I'm attempting to create a "My Tickets" view for the agents that will show only tickets where the logged-in agent is the owner. I've attempted to do this by creating an extra dashlet in /opt/otrs/Kernel/Config/Files/MyTicket.xml, using "Attribute: OwnerIDs=1;OwnerIDs=1" as a test. (The double entry is due to what I understand to be a known bug - referenced at http://forums.otrs.org/viewtopic.php?f=53&t=6351.) Currently, while the dashlet was successfully created and I see the filter set correctly under "My Queues", under "Locked Tickets" it still shows an owner other than OwneriDs=1, and under "all" it still shows all tickets (regardless of owner). Ultimately, I'd like change the hard-coded OwnerIDs=1 to something dynamic (e.g., OwnerIDs=$Self->{UserID}), but am unclear how this might be possible. Any thoughts? Thanks, Mark --------------------------------------------------------------------- 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

6 7

OTRS 3.0 with ITSM 2.0.3
by Straccialano, Rosanna 19 Nov '10

19 Nov '10

Hi, I am thinking of upgrading OTRS to version 3, will the ITSM side of it still work? Thank you, Rosanna

2 1

What is the preferred OS for 3.02?
by Wes 19 Nov '10

19 Nov '10

I'm going to go ahead an try to create a test 3.02 installation, what Linux distro do you recommend I use? I remember a long time ago OpenSuse was the choice. The system requirements page doesn't give a preferred OS. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

2 1

GenericAgent, auto-forwarding tickets
by Alexander Halle 18 Nov '10

18 Nov '10

Hi, I need to automatically forward all tickets that get moved to a certain queue. This functionality isn't implemented in the GenereicAgent. Could someone please give me a hint how to realize this via the GenericAgent CMD option ? I know how to send emails via script but I don't know how to use the CMD option. How can I access the subject, sender (customer) and body of the ticket ? Hints are also very welcome. Thanks in advance. Alexander -- radprax Gesellschaft für Medizinische Versorgungszentren mbH | Sitz und Registergericht: Wuppertal, HRB 19359 | Bergstr. 7 - 9, 42105 Wuppertal Geschäftsführung: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Direktkontakt Fon +49 202 2489 1123, Fax +49 202 2489 94 1123

4 13

Re: [otrs] Unable to send agent notifications
by Marco Vannini 18 Nov '10

18 Nov '10

Are you using sendmail or smtp to send? Could be a problem of "bare lf" ? Il giorno 18/nov/2010 02:25, "Mikola Rose" <mrose(a)power-soft.com> ha scritto: Does anyone know why I otrs would have issues with sending notifications? Wed Nov 17 17:14:18 2010 notice OTRS-CGI-10 Sent agent 'OwnerUpdate' notification to '*****(a)power-soft.net'. Wed Nov 17 17:14:18 2010 error OTRS-CGI-10 Can't send message: 550Start mail input; end with <CRLF>.<CRLF> Mik --------------------------------------------------------------------- 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

2 2

Is it possibile to block ticket reopening?
by Luca Maranzano 18 Nov '10

18 Nov '10

Hello all, we are currently using Otrs 2.3.4 and planning the upgrade to the 3.0. In our current setup, it is possible for an agent to close a ticket which has already been closed. Is it possibile to prevent this operation? this is a problem for us, since it breaks the time counting and the SLA associated with the particular queue. Thanks in advance. Kind regards, Luca

2 1

logging change of ticket title in ticket history
by Alexander Halle 18 Nov '10

18 Nov '10

Hi, does someone know why chanigng the ticket title isn't logged in the ticket history ? I'm not sure whether I should report this as bug or feature request. Usally OTRS documents the whole life of a ticket to be on the safe side. IMHO changing the ticket title is a critical action since a wrong title (wrong content, not typing errors) could lead to a wrong handling of the ticket. Thanks in advance Alexander -- radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile and Register Court: Wuppertal, HRB 19359 | Bergstr. 7-9, 42105 Wuppertal Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Phone +49 202 2489 1123, Fax +49 202 2489 941123

1 0

Problem with Active Directory
by ckyony 18 Nov '10

18 Nov '10

Dear All, I have otrs 2.4.9 installed on Ubuntu 10.04. I'd like to authenticate my customers using Active Directory installed on Windows 2003. I read a couple of templates as well as the admin manual but I failed so far. Any help will be much appreciated. --My config.pm package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # $Self->{'Database'} = 'otrs'; $Self->{'DatabaseUser'} = 'otrs'; $Self->{'DatabasePw'} = 'xxxxxxxxxxx'; $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; $Self->{Home} = '/opt/otrs'; # --------------------------------------------------- # # customer authentication settings # # (enable what you need, auth against otrs db, # # against a LDAP directory, against HTTP basic # # authentication and against Radius server) # # --------------------------------------------------- # $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '172.18.20.2'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=mydomain,dc=local'; $Self->{'Customer::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->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=Domain Users,ou=Old Groups,ou=Somkhele,dc=mydomain,dc=local'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; # for non ldap posixGroups objectclass (full user dn) $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=helpdesk,ou=Service_accounts,ou=global,dc=mydomain,dc=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxxxxxxxxxxxx'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => '172.18.20.2', # ldap base dn BaseDN => 'ou=,o=csuh', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=help_desk,ou=Service_accounts,ou=global,dc=mydomain,dc=local', UserPw => 'xxxxxxxxxx', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use this options (if not, ignore it) # # die if backend can't work, e. g. can't connect to server # Die => 1, # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'sAMAccountName', CustomerUserListFields => ['cn', 'sAMAccountName'], CustomerUserSearchFields => ['uid', 'cn', 'sAMAccountName'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['sAMAccountName'], CustomerUserNameFields => ['givenname', 'sn'], # show not own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add a ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=gesperrt))', # admin can't change customer preferences AdminSetPreferences => 0, # cache time to life in sec. - cache any ldap queris CacheTTL => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = ''; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'acs-help01.mydomain.local'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'AdminEmail'} = 'admin(a)mydomain.ac.za'; $Self->{'DefaultCharset'} = 'utf-8'; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use warnings; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); use vars qw(@ISA $VERSION); $VERSION = qw($Revision: 1.21 $)[1]; # -----------------------------------------------------# 1;

1 0

problem with convert email in tickets
by DM_Julio Angulo 18 Nov '10

18 Nov '10

Hi, I wonder if anyone has or knows of a tutorial on how to properly configure the email administrator account as I've tried various settings and I only get the message: [Wed Nov 17 09:50:06 2010][Error][Kernel::System::Priority::PriorityLookup][287] No Priority for 3 normal found! [Wed Nov 17 09:50:06 2010][Error][Kernel::System::Ticket::TicketCreate][405] No PriorityID (invalid Priority Name?)! [Wed Nov 17 09:50:06 2010][Error][Kernel::System::MailAccount::POP3::_Fetch][169] POP3: Can't process mail, see log sub system (C:/OTRS/OTRS/var/spool/problem-email-336a672b1019a24c805fe059a0559d51, report it on http://bugs.otrs.org/) any help would be greatly appreciated. Julio Cesar Angulo Quiroz Telf.: 997066155

2 1

Unable to send agent notifications
by Mikola Rose 18 Nov '10

18 Nov '10

Does anyone know why I otrs would have issues with sending notifications? Wed Nov 17 17:14:18 2010 notice OTRS-CGI-10 Sent agent 'OwnerUpdate' notification to '*****(a)power-soft.net'. Wed Nov 17 17:14:18 2010 error OTRS-CGI-10 Can't send message: 550Start mail input; end with <CRLF>.<CRLF> Mik

1 0

Help needed
by Silver springs 17 Nov '10

17 Nov '10

Hi Can anybody let me know how to generate a report in OTRS ? My requirement is to generate a report of all the open tickets across all the queues. I clicked Stat module and I tried by creating a new report . After its done, it just shows me the template but I could not see any data in it. Though I select CSV or Print format, I could not see any data in it. Please help. Thanks Winter.

1 0

When will there be a compatible OTRS::ITSM for OTRS 3.0.X?
by Rodney McDuff 17 Nov '10

17 Nov '10

3 2

Get ticket time
by Eloy Coto Pereiro 17 Nov '10

17 Nov '10

Hi, I have new OTRS3, I like to check that it's possible to change the right panel of AgentTicketZoom(Ticket information). This panel have this information: Type: State: new Locked: unlock Priority: Queue: Service: Service Level Agreement: First Response Time: Update Time: Solution Time: CustomerID: Accounted time: Owner: This information is excellent, but in my case I have one state exclude from solution time (Waiting for the client), for the stats I don't have problem, programing new script to parse (ticket_history) and don't have problems but I want it if it will be possible delete states from SolutionTime function to see correctly in Ticket Information Panel. Any help? Kind Regards

1 0

Creating dashlet to show "My Tickets" to agents (OTRS v3.0.1)
by Mark Shepard 17 Nov '10

17 Nov '10

Hello - I'm attempting to create a "My Tickets" view for the agents that will show only tickets where the logged-in agent is the owner. I've attempted to do this by creating an extra dashlet in /opt/otrs/Kernel/Config/Files/MyTicket.xml, using "Attribute: OwnerIDs=1;OwnerIDs=1" as a test. (The double entry is due to what I understand to be a known bug - referenced at http://forums.otrs.org/viewtopic.php?f=53&t=6351.) Currently, while the dashlet was successfully created and I see the filter set correctly under "My Queues", under "Locked Tickets" it still shows an owner other than OwneriDs=1, and under "all" it still shows all tickets (regardless of owner). Ultimately, I'd like change the hard-coded OwnerIDs=1 to something dynamic (e.g., OwnerIDs=$Self->{UserID}), but am unclear how this might be possible. Any thoughts? Thanks, Mark

2 2

sharing tickets between customers (per-ticket basis)
by GARDAIS Ionel 16 Nov '10

16 Nov '10

Hi, Is it possible for customers to share tickets between them ? Some kind of company tickets but ticket-per-ticket and managed by the customer himself … Thanks, Ionel

1 0

re-open a closed ticket from customer web-interface
by Serge A. Ribalchenko 16 Nov '10

16 Nov '10

Hi all, (otrs-3.0-beta7) Is it possible to change state from 'closed successfully' to, say, 'open' for a customer, if he/she using web-interface (customer.pl) ? All that I found in google says about agent interface (index.pl) or mail interface (PostmasterFollowUpState). Please help =) -- Serge A. Ribalchenko <fisher(a)tpaba.org.ua>

2 6

customer in ext. MSSQL DB
by Julian Junge 16 Nov '10

16 Nov '10

Hi all, I have a general question in regards of the use of an external MSSQL DB. We are hosting user data on this DB, which partially is interesting to have in otrs. So what I basically want is a one way thing, let otrs connect to that DB and leech some records. I don't need to write into that DB, that's handled from somewhere else. All the rest (tickets, queues etc.) is stored in the otrs machine/psql db. Does anyone have experience with this that he'd like to share? -- * Julian

1 0

From address for messages sent
by Kristofer Pettijohn 16 Nov '10

16 Nov '10

Hello, I am looking into migrating my support system from RT to OTRS. One thing that RT does that I like, is that when an agent sends an email on a ticket, the display name in the From header is set to the agents name. Is it possible to have OTRS do this as well? (ie: From: "John Smith" <support(a)example.com>, or even: From: "John Smith - Company Name <support(a)example.com>") ?

2 3

Re: [otrs] installer.pl is giving an error in Log.pm line 230
by Michiel Beijen 14 Nov '10

14 Nov '10

Great, good work. Please note that OTRS is using Perl, not PHP. If you're experiencing slowness, please make sure you're running mod_perl. Use the Support Assesment module for some generic performance hints. On 12 Nov 2010 23:55, "Free BSD" <freebsd(a)vfemail.net> wrote: On 02/11/2010 11:45, Michiel Beijen wrote: > > Hi FreeBSD :D, > > On Tue, Nov 2, 2010 at 12:54 AM, F... Thanks to everyone, the system is running now (albeit very slow response time, as opposed to other php pages that I have there). To answer mike, yes, I looked into that bit. Somehow the existing system did not work until I re-did the world and got it merged with the Jail environment. But now it is working, time to play with it :D Thank again. ------------------------------------------------- This message sent via VFEmail.net http://www.vfe...

1 0

Ticket template
by GARDAIS Ionel 13 Nov '10

13 Nov '10

Hi, Following the blog entry http://blog.otrs.org/2010/11/02/otrs-3-0-ticket-templates/ , I tried to adapt it to Frontend::Customer::ModuleRegistration::CustomerTicketMessage Unfortunately, the link : Action=CustomerTicketMessage&Subaction=StoreNew&Subject=New+project&Body=Project+name raises the following error : Error: Need TicketID! Comment: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Thu Nov 11 19:59:26 2010 Message: Need TicketID! Traceback (6339): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.259) Line: 118 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.73) Line: 409 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.55) Line: 956 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.42) Line: 204 Module: ModPerl::RegistryCooker::run (v1.42) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.42) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Looks like it ask for a TicketID but this should be a template … Is there something wrong ? Thanks, Ionel

2 3

stats - know only the time taken by the user
by DM_Julio Angulo 12 Nov '10

12 Nov '10

How to know only the time taken by the user... how I can create a template of statistics to show me the average time to resolve users ticket Julio Cesar Angulo Quiroz Telf.: 997066155

1 0

installer.pl is giving an error in Log.pm line 230
by Free BSD 12 Nov '10

12 Nov '10

Dear List Members I had been trying to install otrs in my FreeBSD jail. I have followed all possible instructions, with no success. I have used the ports tree, also tried to download manually and set up. checked all possible perl modules, tried both installation from the ports and manual installation from CPAN. I even tried with different versions of perl, as suggested by some website. So far I have re-created the Jail at least four times -- and the same problem persists. Would appreciate if someone could please help. Thanks ---------------------------- when I go to the installer.pl URL, the message is Software error: Function not implemented at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 230. For help, please send mail to the webmaster (freebsd@localhost), giving this error message and the time and date of the error. the apache log tells me [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] installer.pl: Use of uninitialized value in shmctl at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 253. [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] ERROR: OTRS-Installer-10 Perl: 5.12.2 OS: freebsd Time: Fri Oct 29 09:18:29 2010 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Message: Can't remove shm for log: Function not implemented [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Traceback (8509): [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Module: Kernel::System::Log::CleanUp (v1.62) Line: 254 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Module: Kernel::System::Log::new (v1.62) Line: 105 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] Module: /home/jail/r/usr-local/otrs/bin/cgi-bin/installer.pl (v1.31) Line: 53 [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] installer.pl: Use of uninitialized value in shmread at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 230. [Fri Oct 29 09:18:29 2010] [error] [client 192.168.1.3] [Fri Oct 29 09:18:29 2010] installer.pl: Function not implemented at /home/jail/r/usr-local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 230. list of the installed packages are apache-2.2.16_1 Version 2.2.x of Apache web server with prefork MPM. apr-ipv6-devrandom-gdbm-db42-ldap24-mysql55-1.4.2.1.3.10 Apache Portability Library arc-5.21o_1 Create & extract files from DOS .ARC files arj-3.10.22_4 Open-source ARJ aspell-0.60.6_3 Spelling checker with better suggestion logic than ispell autoconf-2.67 Automatically configure source code on many Un*x platforms autoconf-wrapper-20071109 Wrapper script for GNU autoconf automake-1.11.1 GNU Standards-compliant Makefile generator (1.11) automake-wrapper-20071109 Wrapper script for GNU automake bsdpan-Authen-SASL-2.15 Unknown perl module bsdpan-Bit-Vector-7.1 Unknown perl module bsdpan-Carp-Clan-6.04 Unknown perl module bsdpan-Class-Inspector-1.24 Class::Inspector - Get information about a class and its st bsdpan-Compress-Raw-Bzip2-2.031 Compress::Raw::Bzip2 - Low-Level Interface to bzip2 compres bsdpan-Compress-Raw-Zlib-2.030 Compress::Raw::Zlib - Low-Level Interface to zlib compressi bsdpan-Convert-ASN1-0.22 Unknown perl module bsdpan-DBD-mysql-4.017 DBD::mysql - MySQL driver for the Perl5 Database Interface bsdpan-DBI-1.615 DBI - Database independent interface for Perl bsdpan-Date-Pcalc-6.1 Unknown perl module bsdpan-Digest-HMAC-1.02 Digest::HMAC - Keyed-Hashing for Message Authentication bsdpan-Digest-MD5-2.51 Digest::MD5 - Perl interface to the MD5 Algorithm bsdpan-Digest-SHA1-2.13 Digest::SHA1 - Perl interface to the SHA-1 algorithm bsdpan-GDGraph-1.44 GD::Graph - Graph Plotting Module for Perl 5 bsdpan-GDTextUtil-0.86 GD::Text - Text utilities for use with GD bsdpan-IO-Compress-2.030 IO::Compress::Base - Base Class for IO::Compress modules bsdpan-MD5-2.03 MD5 - Perl interface to the MD5 Message-Digest Algorithm bsdpan-MIME-Base64-3.09 MIME::Base64 - Encoding and decoding of base64 strings bsdpan-MIME-tools-5.428 MIME::Body - the body of a MIME message bsdpan-MailTools-2.07 Unknown perl module bsdpan-Net-IP-1.25 Net::IP - Perl extension for manipulating IPv4/IPv6 address bsdpan-Task-Weaken-1.03 Task::Weaken - Ensure that a platform has weaken support bsdpan-libwww-perl-5.837 LWP - The World-Wide Web library for Perl bsdpan-perl-ldap-0.4001 Unknown perl module ca_root_nss-3.12.6 The root certificate bundle from the Mozilla Project clamav-0.96.3_2 Command line virus scanner written entirely in C curl-7.21.1 Non-interactive tool to get files from FTP, GOPHER, HTTP(S) cyrus-sasl-2.1.23 RFC 2222 SASL (Simple Authentication and Security Layer) cyrus-sasl-saslauthd-2.1.23 SASL authentication server for cyrus-sasl2 db41-4.1.25_4 The Berkeley DB package, revision 4.1 db42-4.2.52_5 The Berkeley DB package, revision 4.2 exim-mysql-4.72 High performance MTA for Unix systems on the Internet expat-2.0.1_1 XML 1.0 parser written in C fontconfig-2.8.0,1 An XML-based font configuration API for X Windows freetype2-2.4.2 A free and portable TrueType font rendering engine gd-2.0.35_7,1 A graphics library for fast creation of images gdbm-1.8.3_3 The GNU database manager gettext-0.18.1.1 GNU gettext package gmake-3.81_4 GNU version of 'make' utility gnupg-2.0.16_2 The GNU Privacy Guard help2man-1.38.2_1 Automatically generating simple manual pages from program o jpeg-8_3 IJG's jpeg compression utilities lha-1.14i_6 Archive files using LZSS and Huffman compression (.lzh file libassuan-2.0.0 IPC library used by GnuPG and gpgme libcheck-0.9.8 A unit test framework for C libgcrypt-1.4.6 General purpose crypto library based on code used in GnuPG libgpg-error-1.8 Common error values for all GnuPG components libiconv-1.13.1_1 A character set conversion library libksba-1.0.8 KSBA is an X.509 Library libltdl-2.2.10 System independent dlopen wrapper libspf2-1.2.9_1 Sender Rewriting Scheme 2 C Implementation libtool-2.2.10 Generic shared library support script m4-1.4.15,1 GNU m4 mysql-client-5.5.6_1 Multithreaded SQL database (client) mysql-server-5.5.6_1 Multithreaded SQL database (server) openldap-sasl-client-2.4.23 Open source LDAP client implementation with SASL2 support otrs-2.4.7_3 Open Ticket Request System p5-Algorithm-Diff-1.1902 Perl interface to compute differences between two objects p5-Convert-BinHex-1.119 Perl module to extract data from Macintosh BinHex files p5-Crypt-OpenSSL-Bignum-0.04 OpenSSL's multiprecision integer arithmetic p5-Crypt-OpenSSL-RSA-0.26 Perl5 module to RSA encode and decode strings using OpenSSL p5-Crypt-OpenSSL-Random-0.04 Perl5 interface to the OpenSSL pseudo-random number generat p5-Crypt-PasswdMD5-1.3_1 Perl module that provides interoperable MD5-based crypt() f p5-Encode-Detect-1.01 An Encode::Encoding subclass that detects the encoding of d p5-Error-0.17016 Perl module to provide Error/exception support for perl: Er p5-ExtUtils-CBuilder-0.2703,1 Compile and link C code for Perl modules p5-ExtUtils-Install-1.54 Perl extension to install files from here to there p5-ExtUtils-ParseXS-2.22.03 Converts Perl XS code into C code p5-GD-2.45 A perl5 interface to Gd Graphics Library version2 p5-HTML-Parser-3.68 Perl5 module for parsing HTML documents p5-HTML-Tagset-3.20 Some useful data table in parsing HTML p5-IO-Socket-INET6-2.65 Perl module with object interface to AF_INET6 domain socket p5-IO-Socket-SSL-1.33 Perl5 interface to SSL sockets p5-IO-stringy-2.110 Perl5 module for using IO handles with non-file objects p5-MIME-Tools-5.428,2 A set of perl5 modules for MIME p5-Mail-DKIM-0.38 Perl5 module to process and/or create DKIM email p5-Mail-POP3Client-2.18 Perl5 module to talk to a POP3 (RFC1939) server p5-Mail-SPF-2.007 Reference implementation of the RFC 4408 SPF protocol p5-Mail-SpamAssassin-3.3.1_2 A highly efficient mail filter for identifying spam p5-Mail-Tools-2.07 Perl5 modules for dealing with Internet e-mail messages p5-Module-Build-0.3607_1 Build and install Perl modules p5-Net-DNS-0.66_1 Perl5 interface to the DNS resolver, and dynamic updates p5-Net-DNS-Resolver-Programmable-0.003 Programmable DNS resolver for off-line testing p5-Net-IMAP-Simple-1.2017_1 Perl extension for simple IMAP account handling p5-Net-SMTP-SSL-1.01_1 An SMTP client supporting SSL p5-Net-SSLeay-1.36 Perl5 interface to SSL p5-NetAddr-IP-4.02.8 Perl module for working with IP addresses and blocks thereo p5-PDF-API2-0.73_1 'The Next Generation' of Text::PDF::API p5-Parse-RecDescent-1.965.001 A recursive descent parsing framework for Perl p5-Socket6-0.23 IPv6 related part of the C socket.h defines and structure m p5-Test-Harness-3.22 Run perl standard test scripts with statistics p5-Text-CSV-1.19 Composition and decomposition of comma-separated values p5-Text-Diff-1.37 Text::Diff - Perform diffs on files and record sets p5-TimeDate-1.20,1 Perl5 module containing a better/faster date parser for abs p5-URI-1.56 Perl5 interface to Uniform Resource Identifier (URI) refere p5-XML-FeedPP-0.41 Get an RSS file and parse it p5-XML-Parser-2.40 Perl extension interface to James Clark's XML parser, expat p5-XML-TreePP-0.39 Pure Perl implementation for parsing/writing xml files p5-YAML-Tiny-1.44 Read/Write YAML files with as little code as possible p5-gettext-1.05_3 Message handling functions p5-version-0.82 Perl extension for Version Objects pcre-8.10 Perl Compatible Regular Expressions library perl-threaded-5.12.2_2 Practical Extraction and Report Language pkg-config-0.25_1 A utility to retrieve information about installed libraries png-1.4.3 Library for manipulating PNG images portupgrade-2.4.6_4,2 FreeBSD ports/packages administration and management tool s pth-2.0.7 GNU Portable Threads python26-2.6.6 An interpreted object-oriented programming language razor-agents-2.84 A distributed, collaborative, spam detection and filtering re2c-0.13.5 Compile regular expression to C (much faster final code tha ruby-1.8.7.248_5,1 An object-oriented interpreted scripting language ruby18-bdb-0.6.5_1 Ruby interface to Sleepycat's Berkeley DB revision 2 or lat screen-4.0.3_8 A multi-screen window manager unzoo-4.4_2 A zoo archive extractor wget-1.12_2 Retrieve files from the Net via HTTP(S) and FTP ------------------------------------------------- This message sent via VFEmail.net http://www.vfemail.net $14.95 Lifetime accounts - 1GB disk, No bandwidth quotas!

2 5

question concerning timestap
by Debora Blass 12 Nov '10

12 Nov '10

Dear OTRS freaks, how can I sort the age of tickets by age of the last email and not the age of the ticket ??? Is OTRS 3 better on that ? We have OTRS 2.4.1 and it seems it only works with PERL. Best, Debbie -- Team Leader Operations SponsorPay GmbH Ackerstr. 14-15 | 10115 Berlin | Germany Office: +49 30 20 21 56 6 - 13 E-mail: debora.blass(a)sponsorpay.com SponsorPay is hiring: www.sponsorpay.com/us/en/jobs. Learn more about us: http://spon.sr/9buk7M*** <http://www.sponsorpay.com/de/en/jobs>*

2 1

Changing Ticket Handle After Going Live
by Hugh Kelley 12 Nov '10

12 Nov '10

We've been using OTRS 3 as our live ticketing system for a few weeks now and I've started to notice that the ticket hook we use isn't descriptive enough. It gets confusing when we forward a ticket out to a vendor and then a second ticket number is added. Does anyone know offhand if it will break "replyability" to existing tickets if we change that in sysconfig? For example, today we use: RE: [Ticket:2010110110000378] Unable to access ECD and ECQ I would like to change that sysconfig option to XYZ-Ticket If I do so, will email replies (with the old hook) still be merged back into the old ticket? Hugh

2 1

Additional features for packages
by Sérgio Cintra 12 Nov '10

12 Nov '10

Hi Alexander As you suggested: "There is a demo system with the common packages installed, so you could compare this to your installation to find the differences: http://www.otrs.com/en/products/itsm/online-demo/" I compared with my installation and found two more options in the navigation bar demonstration in a demo system: Responsible (0) Watched Tickets (0) What kind of impact could be if I did not install these two options? I sent this message with an attached screenshot without 2 options, but it wasnt released. Many thanks Sergio

2 1

Companies and CustomerIDs
by GARDAIS Ionel 11 Nov '10

11 Nov '10

Hi, I think I'm missing something with company tickets and customer ids. Here is the setup : - hand-defined company from the web interface with CustomerID set to "Tech'Advantage" - Customer data pulled from AD with the following mapping : [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], [ 'UserCustomerIDs', 'CustomerIDs', 'company', 1, 0, 'var', '', 0 ], - AD's "company" field filled with "Tech'Advantage". I confirm that when browsing over the clients list, the "CustomerID" field contains their email addess and the "CustomerIDs" field contains "Tech'Advantage". Then, as an agent, I created two test tickets for two customers with different "CustomerID" but same "CustomersIDs". Unfortunately, when browsing the "Company tickets" through the customer interface, it still displays only current customer tickets, not the other created for it's colleague. Am I missing something ? Thanks, Ionel

3 5

nsultation on the type of Ticketc
by DM_Julio Angulo 11 Nov '10

11 Nov '10

Hi team I have some questions about that are used ticketcs types: Problem: KnowError problem: PendingRfC RfC someone could clear my head so that they are used. thanks. Julio Cesar Angulo Quiroz Telf.: 997066155

1 0

otrs3 and itsm not used
by Marco Vannini 11 Nov '10

11 Nov '10

Hi all, I would like to know if there is a way to know if ITSM (and its related fields, tables and so on) are effectively used. Trying to explain myself: I have an installation 2.4.9+itsm but, where it is installed, people there, have assured me that they have not used any of the itsm functions... having the like to upgrade to the version 3 on 15th (when it will be GA) I would like be sure that they are not really using anything related to itsm. So, If I can, I'll remove itsm and I'll upgrade 2.4.9 to 3 otherwise I'll have to wait ... I know that :D hoping I was clear enough. Thank you in advance. Marco Vannini

1 0

Decision in ITSM
by Straccialano, Rosanna 11 Nov '10

11 Nov '10

Hi, Can somebody please help me, can you please tell me how the 'decision' part works in ITSM? Are you able to send an email or something to say a manager asking for a decision and for it to be logged? Thank you, look forward to your replies. Rosanna

1 0

Customer User Change UI issue?
by Mike Morris 11 Nov '10

11 Nov '10

Forgive me if this is a known issue... I've only now spent a significant amount of time on the 3.0 demo site... I found the following UI issue: * In Firefox 3.6, * in the "Change Customer of Ticket" popup window * If the customer user drop-down list is long enough, it is hidden behind the Customer history table header bar You can see below the bottom entry "Michael Testing" appearing from behind the table header: Hopefully this is a simple CSS Z-Index fix? Sorry for the late input... and I should add that 3.0 looks great. Looks like updating and training will be a good 2011 New Years project for me :-)

3 2

Searching tickets issue
by Stephen Hall 10 Nov '10

10 Nov '10

Found a strange issue, wanted to see if anyone had a solution. If i search through tickets and i get results from the search, and I have selected PRINT from the pulldown, i get a PDF produced, which is correct. If i search through tickets and get no results from the search, and I have selected PRINT, i dont get given a PDF, i get the index.pl printing option. Any ideas? Regards

2 2

Send ticket's subject in the Survey mail
by Pradumna Maheshwari 10 Nov '10

10 Nov '10

1 0

Database to choose
by Marius Vaitiekunas 10 Nov '10

10 Nov '10

Hello, We are going to use OTRS:ITSM. At the moment i am thinking which database to choose: mysql or postgresql. Any expierences about performance, stabiity? Thank you for answers. -- mv

4 3

Freetext field for ITSM's Service
by niklas.johansson＠knowit.se 10 Nov '10

10 Nov '10

Hello, We are looking at possibilities to setup Services with OTRS and also associate one service with a fixed fee. This is a requirements from our customer and we need to find a way to do this. What I believe is the right way of doing it is to add a freetext field named something like "Fee" which you have to fill in when you create a new "Service". I have tried to figure out how to do this but can't find any good instructions. Could anyone provide me with the steps for how to do this and perhaps point to the sources where I can read about it. Thanks in advance! Best Regards, Niklas

2 1

demo.otrs.org down?
by Henry C. 10 Nov '10

10 Nov '10

Hi, I was hoping to try out demo.otrs.org, but it's been down since at least yesterday. It's failing with: Software error: Magic number checking on storable string failed at blib/lib/Storable.pm (autosplit into blib/lib/auto/Storable/thaw.al) line 415, at /opt/otrs//Kernel/System/Cache/FileStorable.pm line 128 For help, please send mail to the webmaster (info(a)otrs.org) giving this error message and the time and date of the error. Does anyone know if the demo site is based on v3-beta or v2.x? Regards Henry

3 2

Automatic "next state"
by GARDAIS Ionel 10 Nov '10

10 Nov '10

Hi, I've defined a few responses to be used by the agents ("Done", "works for me", …) Is it possible to automatically set the next state to "closed" or "pending close" when an agent select one of these answer ? Thanks, Ionel

2 1

Time Reporting
by Adam Retter 09 Nov '10

09 Nov '10

In our OTRS system, we are having some problems with Time Reporting being very strict. Several of our users often cannot get past the Time Reporting screen. It seems that we have to report times for every day, and if we have not done any work on that day we have to put the day as 'On Vacation'. We work here in a very flexible way, is it possible to configure a more flexible approach to time keeping in OTRS, whereby we can just report the hours that we do, on the days that we do them. Without being bothered by the system to input times or vacations for days when we have not actually worked? Thanks Adam. -- Adam Retter skype: adam.retter tweet: adamretter http://www.adamretter.org.uk

2 1

<OTRS_UserFirstname> not resolving
by Leonardo Certuche 09 Nov '10

09 Nov '10

Hello there, Here's a small questions about variables and notifications for which I'd love some help from you guys, we're using OTRS 2.4.8 and ITSM 2.1.1 We included <OTRS_UserFirstname> on some notifications but that variable is not being resolved. I changed them for <OTRS_OWNER_UserFirstname> but OTRS never updated my change. Does anyone know what could be causing this behavior? Thanks in advance, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

1 0

approval needed before granting system access
by Sidnei Moreira 09 Nov '10

09 Nov '10

hi, for the situation explained: - person 'a' (user) needs some system access - person 'a' opens a ticket via email - otrs should accept the ticket and send automatically an email to person 'b' (manager), who is responsible for authorizing the access for that system - person 'b' then replies otrs email authorizing the requested access - otrs then moves the mail to sys-admin queue, which is person 'c' who will actually grant the access. premises: person 'a' (user) and person 'b' (manager) will never access the frontend, they will always work via email. does somebody know a way of implementing this? thanks for any help on that. -- sidnei

2 2

Default groups for multiple LDAP customers
by GARDAIS Ionel 09 Nov '10

09 Nov '10

Hi, I've setup multiple customers datasources, pulling from 2 differents AD. I'd like to isolate these 2 datasources as 2 groups to get : - company 'A' customers belong to usergroup 'A' and queue 'A' restricted to usergroup 'A' - company 'B' customers belong to usergroup 'B' and queue 'B' restricted to usergroup 'B' Agents will belongs to both group 'A' and 'B'. I've found the "CustomerGroupAlwaysGroups" parameter but it seems to be an overall setting, not a per-datasource setting. Is there a way to do this datasource per datasource ? Thanks, Ionel

1 0

bugs.otrs.org or otrsteam.ideascale.com ?
by Alexander Halle 09 Nov '10

09 Nov '10

Hi, many thanks for otrsteam.ideascale.com . I read that one should add the bugzilla ID to an idea if it is already existing in the bug tracker. But what about completly new ideas ? Shall they to be posted to both tools or only to ideascale from now on ? Thanks in advance Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de

7 11

Ticket number
by Serge A. Ribalchenko 09 Nov '10

09 Nov '10

Hi there, I have installed OTRS 3.0 beta6, just trying to implement it in our company's workflow. Currently the tickets in this system have IDs in form YYYYMMDDXNNNNNNN, where YYYY - year, MM - month, DD - day, X - some strange magic number and seven X-es are serial counter. For example, Ticket#2010110410000069. Our users complain that this is a lot of numbers, they are redudant and can be shrinked and zipped to, say, yyMMDDXNNN. Is it possible to do so by redefining some perl structure in Kernel/Config.pm? Thanks. -- Serge A. Ribalchenko <fisher(a)tpaba.org.ua>

2 2

otrs beta7 rpm :depends on mysql-server
by Ionel GARDAIS 09 Nov '10

09 Nov '10

Hi, Not a bug but just to say : it looks like the beta7 rpm is dependent on mysql-server. However, as otrs can be installed on any machine and connect to a remote mysql server, it should not be a hard rpm dependence. Ionel -- Ionel GARDAIS IT Team manager

2 1

Link Config-Item objects to customers in OTRS.
by Martin Møller 09 Nov '10

09 Nov '10

Hello all. I am currently investigating how to link e.g. a Computer object from Config-Item to a user, mostly a CustomerUser in a way that is visible when you look up said user. The system I have tested on is currently running OTRS 2.4.7. I can see that I can fairly easily set the owner of the computer and that this does match the user loginname, but how would I go about having it listed as a part of the users normal data (basically it should show the computers name and have an HTTP link that would bring you to that object. Bonus if there could be a link that would link the computer to the active case). Have anyone tried something like this or have a good idea about how to go about it? Users are looked up via LDAP, but it should be possible to do some scripting in the Map section, right? Regards, /Martin.

1 0

Assign tickets for agents without rw permissions
by José Alberto López Macías 08 Nov '10

08 Nov '10

Hi everybody, I've configured GenericAgent.pm to send Escalation mails, when I use notify all agents who can access the ticket with rw permissions option all the notifications work very good but in order to differentiate the agents to reach them notifications I remove the permission "rw". When I apply the change at new ticket interface do not show me the agents that not have permission "rw" for assign the ticket. Anybody know how I can configure that all Agents (with rw or without rw permissions) be showing in in new ticket interface (new phone ticket) Saludos, MTIA José Alberto López Macías

1 0

update of OTRS 3 beta demo system ?
by Alexander Halle 08 Nov '10

08 Nov '10

Hi, is there a chance in the near future for a update of demo.otrs.org from beta 4 to beta 7 ? This would be helpful for last bug reports or review of existing bug reports before the final release. Thanks in advance Alexander -- radprax Gesellschaft für Medizinische Versorgungszentren mbH | Sitz und Registergericht: Wuppertal, HRB 19359 | Bergstr. 7 - 9, 42105 Wuppertal Geschäftsführung: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Direktkontakt Fon +49 202 2489 1123, Fax +49 202 2489 94 1123

2 3

webticket queue dispatch
by GARDAIS Ionel 08 Nov '10

08 Nov '10

Hi, How to dispatch new webticket to different queues, based on the customer ? The default queue is Postmaster but Postmaster filters are not applied to webtickets created inside the Postmaster queue. I though of using a GenericAgent task but there are no "Incoming customer" criteria to make the dispatch. What is the correct way of doing this ? Thanks, Ionel

4 3

Permissions
by Munroe Sollog 08 Nov '10

08 Nov '10

It seems that in order to allow the iphone application to function properly www-data requires write access on the following folders: /usr/share/otrs/bin /usr/share/otrs/Kernel /usr/share/otrs/Kernel/System /usr/share/otrs/Kernel/Output /usr/share/otrs/Kernel/Output/HTML /usr/share/otrs/Kernel/Modules I can not understand why I should give www-data write permissions to /bin and /Modules. We do not use the 'SetPermissions.pl' script because it seems that permissions are set rather loosely. Can someone explain to me why /bin and /Kernel/Modules needs to be written to? Thanks. -- Munroe Sollog Systems Engineer Digirati Consulting, Inc sollog(a)digiraticonsulting.com

2 1

Closing ticket with note-external
by Jos Vos 08 Nov '10

08 Nov '10

Hi, What is the reason that you can only select "note-internal" in the close ticket window and not "note-external"? Or is this a bug? I understand you normally want to close a ticket with a reply, but in some cases we do want to work only web-based and still leave a note for the customer when closing the ticket. A workaround is to first add a note and then close it, but that's not very elegant. For me this is a minor issue, but I'm just curious... Thanks, -- -- Jos Vos <jos(a)xos.nl> -- X/OS Experts in Open Systems BV | Phone: +31 20 6938364 -- Amsterdam, The Netherlands | Fax: +31 20 6948204

3 4

how to send mail when new ticket created
by battulga.g 08 Nov '10

08 Nov '10

Hi all Not received mail when newticket created. Configured on "Auto Responses <-> Queue". But not received mail. How to another configure this. BR, Battulga.g

1 0

User-definable UserTicketZoomArticleTableHeight Preference
by Hugh Kelley 05 Nov '10

05 Nov '10

The value that controls the size of the ticket zoom article table is inconsistent among my users. Can users update this value via the UI? I have several people with a value of 65. At that setting, the article table only shows about four entries. Others can see eight or more. This creates article envy among agents. How/when is this set? Hugh

2 1

Re: [otrs] Change of URL
by Jason Hazlett 05 Nov '10

05 Nov '10

Hi, These two parameters were what I needed, thanks! - Jason. On 11/5/10 12:30 AM, "Alexander Halle" <ahalle-otrs-en(a)radprax.de> wrote: > jhazlett(a)rufustech.net wrote : >> After installing OTRS we decided to change the URL to be >> www.website.com/support/index.pl instead of www.website.com/otrs/index.pl. >> This caused some immediate problems which I solved with an Apache Alias. >> However, it is still causing some issues since this is stored in the >> system someplace which OTRS uses to build URLs. Can someone tell me where >> I can change this properly our OTRS installation? > > Hi Jason, > > just a wild guess : > > Check the parameters ScriptAlias and Frontend::WebPath in Sysconfig. > > Regards > > Alexander -- Jason Hazlett RufusTech http://www.rufustech.net 206-498-8793 / 509-312-9289

1 0

Change of URL
by jhazlett＠rufustech.net 05 Nov '10

05 Nov '10

Hello, After installing OTRS we decided to change the URL to be www.website.com/support/index.pl instead of www.website.com/otrs/index.pl. This caused some immediate problems which I solved with an Apache Alias. However, it is still causing some issues since this is stored in the system someplace which OTRS uses to build URLs. Can someone tell me where I can change this properly our OTRS installation? Thanks, - Jason. -- Jason Hazlett RufusTech http://www.rufustech.net 206-498-8793 / 509-312-9289

2 1

Set Responsible Automatically
by jose francisco luis medina 04 Nov '10

04 Nov '10

There any way to configure the OTRS to automatically assign (random) the Responsible tickets when they arrive to the queues?

1 0

How to keep CAB informed
by sergio＠scs.eti.br 04 Nov '10

04 Nov '10

Hi I am using OTRS 2.4.7. With the CMngt features at the OTRS, how to keep CAB informed about the change evolution? Thanks Sergio

1 0

Additional features for packages
by sergio＠scs.eti.br 04 Nov '10

04 Nov '10

Sérgio Cintra wrote : > Anyone know if there are some additional features in the packages below? > > ITSMIncidentProblemManagement 2.0.2 > > ITSMServiceLevelManagement 2.0.2 > > ITSM 2.0.2 > > Currently, I have installed: OTRS 2.4.7 & ITSM 2.0.2. Hi Sergio, no one seems to answer this, so only some notes, since I don't know the differences exactly by myself : 1. There is a demo system with the common packages installed, so you could compare this to your installation to find the differences : http://www.otrs.com/en/products/itsm/online-demo/ 2. You can get additional informations via the package manager. If you click on the packages a description and change log is shown and if you click install the first page usally shows you also another description. You can then simply cancel the installation after reading it. 3. Read the manual of the ITSM module, there you should notice differences to your OTRS (http://doc.otrs.org/) 4. AFAIR you get for example ticket types everywhere with the incident and problem management and you get the services management (create, link and so on) with the service level management. Sorry, I still don't know what you mean by the package "ITSM 2.0.2". A screenshot or source description may help. 5. Try and error, sorry, no joke. I always have a VM with OTRS to play with and to see what happens if I'm not sure. I hope I have helped you. Regards Alexander -- Hi Alexander Thank you very much for your answer. It help me, mainly the item 2. Regards. Sergio

1 0

how to create a template for module change
by DM_Julio Angulo 04 Nov '10

04 Nov '10

Hi, I'm using the module change, but i cant created a new change, because don't select a template. As create templates for the module changes, or where enabled? Thanks Julio Cesar Angulo Quiroz Telf.: 997066155

2 2

Changes on Config.pm has no effect
by Ronaldo Richieri 04 Nov '10

04 Nov '10

Hi, I'm trying to chance a Config.pm file to update some Auth parameters. OTRS searchs Customer on a AD Server. There are configurations for it but even if a remove the Config.pm file, the system still finding the customer in the AD via LDAP authentication. Is this configuration cached somewhere? Is there a way to force OTRS to read Config.pm settings as default or something like that? Thanks, Ronaldo Richieri (15) 8818-2009 http://richieri.com skype: rrichieri twitter: @richieri

4 3

Sysconfig option to change queues in Owner View?
by Hugh Kelley 04 Nov '10

04 Nov '10

Is there a way to allow a "one-click/screen" assignment of the following: - Queue - Owner - FreeText It would seem that the easiest way would be to provide a queue pulldown in AgentTicketOwner, but I'm open to other suggestions (AgentTicketNote?). As it stands now, the Raw queue-tenders must change both the queue and the owner in multiple screens. Hugh

2 1

ACL to show a Service only to a Group
by Leonardo Certuche 04 Nov '10

04 Nov '10

Hi My customer wants to show a Service only to a certain group under any AgentTicket form. I tried to accomplish it the following way withuot success. Could you please help me out finding my mistake? thanks! Here are the ACLs tried: $Self->{TicketAcl}->{'ACL-hide-SLA-for-Problem-Mngmnt'} = { # match properties Properties => { # current ticket match properties (match always) }, # return possible options PossibleNot => { # possible ticket options Ticket => { Service => ['Administracion de Problemas de TI'], }, }, }; $Self->{TicketAcl}->{'ACL-show-SLA-for-Problem-Mngmnt'} = { # match properties Properties => { User => { Group_rw => ['ProblemManagers', ], }, }, Possible => { Ticket => { Service => ['Administracion de Problemas de TI'], }, }, }; Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

1 0

2 email address'es can go to a single queue
by Silver springs 03 Nov '10

03 Nov '10

Hello Everyone, Can any body let me know if we can make two emails address'es go into one queue ? Meaning, 1st email address is used as a system address for a Queue XYZ. Then we setup another email address (2nd) , select the same queue such that all the emails to the 2nd email ID will be routed to queue XYZ as tickets ? If yes, do I need to set up POP/IMAP account in OTRS for the 2nd email address (mailbox). Your response is appreciated. Thanks Winter

3 2

List of tickets in OTRS 2.4.7 and upgrade easily to newest version in OpenSuse 11.2
by Erik van Ast 03 Nov '10

03 Nov '10

Dear all, I have a question regarding the stats in OTRS 2.4.7 and a question on upgrading OTRS 2.4.7 on OpenSuse 11.2 (KDE). We would like to generate a list of all open tickets in the system, but when I run the "List of open tickets, sorted by time left until response deadline expires" (10009) and I would like it in PDF form, I get it in PDF, but it's almost unreadable. Is there an easier way to get a list of open tickets with some info about the tickets into a PDF? Will there be a difference on this issue with OTRS 3? My second question is how to easily upgrade my current version of OTRS 2.4.7 to the newest (2.4.9) and to OTRS 3 when it comes out in 18 days. Is there a package I can run which will upgrade it, or are there online repositories which can automatically upgrade to the newest version? I have a Windows background, so I'm not familiar with all the OpenSuse/Linux commands... Kind regards, Erik -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: woensdag 3 november 2010 11:00 To: otrs(a)otrs.org Subject: otrs Digest, Vol 26, Issue 8 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. Re: FAQ for otrs 3 ? (GARDAIS Ionel) 2. Re: Additional features for packages (Alexander Halle) 3. Re: convert email to ticket (DM_Julio Angulo) 4. bugs.otrs.org or otrsteam.ideascale.com ? (Alexander Halle) 5. Re: bugs.otrs.org or otrsteam.ideascale.com ? (Christopher T. Kuhn) 6. Re: Custom Params in static stats module (Hiren Joshi) ---------------------------------------------------------------------- Message: 1 Date: Tue, 2 Nov 2010 17:30:52 +0100 From: GARDAIS Ionel <ionel.gardais(a)tech-advantage.com> Subject: Re: [otrs] FAQ for otrs 3 ? To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <606BF432-63EE-4B7C-A67E-099C94CB09CE(a)tech-advantage.com> Content-Type: text/plain; charset=iso-8859-1 Thanks, I didn't get this post yet :) Ionel Le 2 nov. 2010 ? 17:26, Alexander Halle a ?crit : > Gardais Ionel wrote : >> Is there a roadmap on when will the FAQ module be available for otrs 3 ? > > Hi Ionel, > > the release date is March 15 according to : > > http://www.otrs.org/news/2010/release-calendar-otrs3/ > > Regards > > Alexander > > -- > radprax Gesellschaft fuer medizinische Versorgungszentren mbH, > Bergstr. 7 - 9, 42105 Wuppertal, > Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 > Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. > Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: > 132/5889/0264, DE 814559152 > Web: http://www.radprax.de > > > --------------------------------------------------------------------- > 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 ------------------------------ Message: 2 Date: Tue, 02 Nov 2010 19:49:18 +0100 From: Alexander Halle <ahalle-otrs(a)radprax.de> Subject: Re: [otrs] Additional features for packages To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4CD05D2E.8000606(a)radprax.de> Content-Type: text/plain; charset=ISO-8859-1; format=flowed S?rgio Cintra wrote : > Anyone know if there are some additional features in the packages below? > > ITSMIncidentProblemManagement 2.0.2 > > ITSMServiceLevelManagement 2.0.2 > > ITSM 2.0.2 > > Currently, I have installed: OTRS 2.4.7 & ITSM 2.0.2. Hi Sergio, no one seems to answer this, so only some notes, since I don't know the differences exactly by myself : 1. There is a demo system with the common packages installed, so you could compare this to your installation to find the differences : http://www.otrs.com/en/products/itsm/online-demo/ 2. You can get additional informations via the package manager. If you click on the packages a description and change log is shown and if you click install the first page usally shows you also another description. You can then simply cancel the installation after reading it. 3. Read the manual of the ITSM module, there you should notice differences to your OTRS (http://doc.otrs.org/) 4. AFAIR you get for example ticket types everywhere with the incident and problem management and you get the services management (create, link and so on) with the service level management. Sorry, I still don't know what you mean by the package "ITSM 2.0.2". A screenshot or source description may help. 5. Try and error, sorry, no joke. I always have a VM with OTRS to play with and to see what happens if I'm not sure. I hope I have helped you. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de ------------------------------ Message: 3 Date: Tue, 2 Nov 2010 17:16:00 -0500 From: "DM_Julio Angulo" <dm_jangulo(a)equifax.com.pe> Subject: Re: [otrs] convert email to ticket To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <0160518E5338C846B9E673C6A70D4705014746D7(a)serv-zorexch3.infocorp.local> Content-Type: text/plain; charset="iso-8859-1" Thanks Leonardo, Julio Cesar Angulo Quiroz Telf.: 997066155 De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Leonardo Certuche Enviado el: S?bado, 30 de Octubre de 2010 08:03 p.m. Para: User questions and discussions about OTRS. Asunto: Re: [otrs] convert email to ticket Hello, That's a default OTRS feature, you can read more at http://doc.otrs.org/2.4/en/html/x1352.html Leonardo Certuche www.itconsultores.com.co Medell?n, Colombia On 29 October 2010 15:52, DM_Julio Angulo <dm_jangulo(a)equifax.com.pe> wrote: Hi team, I wonder if they know a practical manual on how to convert email into ticket and put in a queue, use the administrator email account, but the mails are not converted to tickets, they could send me some link that can guide me, thank you very much . Julio Cesar Angulo Quiroz Telf.: 997066155 --------------------------------------------------------------------- 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

2 1

DashboardTicketCreate 0.0.1 - Package not correctly deployed! You should reinstall the Package again!
by Steve Clark 03 Nov '10

03 Nov '10

Hi List, I have installed the above package. When accessing it I noticed there was a misspelling in the DashboardTicketCreate.xml file. After correcting the misspelling I now get the above error. I am assuming there is a checksum on this file stored somewhere that needs to be updated. I looked in the devel manual but didn't see anything about a checksum. Any pointers? 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

2 1

Custom Params in static stats module
by Hiren Joshi 03 Nov '10

03 Nov '10

Hi, If I have a static stats module in /opt/otrs/Kernel/System/Stats/Static, can I pass in a custom parameter via the command line? I call them using: /opt/otrs/bin/mkStats.pl -n 10000 -r josh -m "Stats", how can I adapt a module to take a new parameter? I know I can use -p to pass a param string (eg User=josh) but what do I need to add to the Param sub to make use of it? Thanks, Josh.

2 2

convert email to ticket
by DM_Julio Angulo 02 Nov '10

02 Nov '10

Hi team, I wonder if they know a practical manual on how to convert email into ticket and put in a queue, use the administrator email account, but the mails are not converted to tickets, they could send me some link that can guide me, thank you very much . Julio Cesar Angulo Quiroz Telf.: 997066155

2 2

Additional features for packages
by Sérgio Cintra 02 Nov '10

02 Nov '10

Hi Anyone know if there are some additional features in the packages below? ITSMIncidentProblemManagement 2.0.2 ITSMServiceLevelManagement 2.0.2 ITSM 2.0.2 Currently, I have installed: OTRS 2.4.7 & ITSM 2.0.2. Sergio

2 1

FAQ for otrs 3 ?
by GARDAIS Ionel 02 Nov '10

02 Nov '10

Hi list, Is there a roadmap on when will the FAQ module be available for otrs 3 ? Thanks, Ionel

2 2

Customer User creation error
by Ekram 02 Nov '10

02 Nov '10

Hi, I'am having a problem when try to create customer user from admin panel. It giving error the following error: *[Error][Kernel::System::CustomerUser::DB::CustomerUserAdd][Line:601]: ERROR: null value in column "pw" violates not-null constraint, SQL: 'INSERT INTO customer_user * I found in the customer user creation panel that password in not taking from the filed. Please check the attachment. It will clear you. Is there any customer user configuration needed? My installation is straight forward using postgres and otrs version 2.4.7 -EKram

4 10

Insecure dependency in require while running with -T switch
by Marco Ferreira 02 Nov '10

02 Nov '10

Hello All, I update my otrs version from otrs-2.4.8-01 to otrs-2.4.9-01, and after this the application don't work fine, when I access the otrs via browser I have this error : Software error: Insecure dependency in require while running with -T switch at /opt/otrs//Kernel/Config/Defaults.pm line 2331. Maybe this can help you : perl -wT /opt/otrs/bin/cgi-bin/index.pl Insecure dependency in require while running with -T switch at /opt/otrs/bin/cgi-bin/index.pl line 42. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/index.pl line 42. Could you please help, my otrs it's stopped regards and thanks in advance.

1 1

Set the Codificaction in PDF Stats
by jose francisco luis medina 01 Nov '10

01 Nov '10

when I print my queues statistics, characters with accents (') are wrongly trying to change the coding, I think I might nop is utf-8 but not if you can change the coding of PDF

1 0

Set the Codificaction in PDF Stats
by José Luis 01 Nov '10

01 Nov '10

when I print my queues statistics, characters with accents (') are wrongly trying to change the coding, I think I might nop is utf-8 but not if you can change the coding of PDF

1 0

Beta 6 - Freetext Required Validation?
by Hugh Kelley 01 Nov '10

01 Nov '10

My Freetext "requirements" are not being enforced in Beta 6 (though I'm fairly certain they were a few weeks ago). Given the following Sysconfig (abbreviated from ZZZAuto.pm), I would expect 1 and 2 to be required for any new phone ticket, but this is not the case. $Self->{'Ticket::Frontend::AgentTicketPhone'}->{'TicketFreeText'} = { '1' => '2', '2' => '2', '3' => '1', '4' => '1', }; $Self->{'Ticket::Frontend::AgentTicketCompose'}->{'TicketFreeText'} = { '1' => '2', '2' => '2', '3' => '1', '4' => '1', }; Has anyone else seen this? Is there another option I should be setting? Hugh

1 1

Beta 6 - Bulk Ticket Action Only Updates First Ticket
by Hugh Kelley 01 Nov '10

01 Nov '10

I haven't used bulk actions much so I wanted to check my process before I submit a bug: 1: Check multiple tickets via queue view, hit "Bulk". 2: A visual confirmation appears: 2010103010000048: Ticket is used! 2010103010000057: Ticket is used! 2010103010000101: Ticket is used! 3: Perform a bulk update. 4: Check the three tickets. In my Beta 6 environment, only the first ticket has been updated. Hugh

1 0

editing a ticket in customer interface
by shrikant k 01 Nov '10

01 Nov '10

hello , can any one help in how to edit a already raised ticket in customer interface i just want to change the subject , say i want to add some information in subject or to change the que how to it can any one help me regards shrikant

2 2

Use Active Directory manager attribute to enable "Company Tickets" in customer portal
by Hugh Kelley 31 Oct '10

31 Oct '10

I've put together a quick implementation of the CustomerIDs feature that uses the AD manager attribute to generate the list at run time. Deployment steps (all two of them) and a Perl module are posted in an enhancement request here: http://bugs.otrs.org/show_bug.cgi?id=6193 Hugh

1 0

Re: [otrs] Beta 6 Browser Message - An error occured! For details please see your browser log!
by Michiel Beijen 30 Oct '10

30 Oct '10

Today I spoke with an otrs user who experienced the very same issue. Could it be you're using a custom theme? He was - and he had copied over all dtl files to the theme directory. Some of otrs's dtl files also contain some javascript or other functions that can cause these kind of errors when one part of OTRS is upgraded and the other - the dtl template - is not. Please bear in mind that when using templates you only need to copy over the specific DTL files you need to customize, OTRS will read all other data from the Standard directory. Hth, -- Mike > > I believe this was caused by a dual-monitor display where the second monitor was running a smal... --------------------------------------------------------------------- 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 -- Martin Gruner Developer R&D OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann Testen Sie 30 Tage lang kostenfrei die Vollversion von OTRS OnDemand: http://www.otrsondemand.com/ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

2 1

GenericAgent inputs
by Ionel GARDAIS 29 Oct '10

29 Oct '10

Hi, Thanks to the example file, I've configured GenericAgent.pm to send Escalation mails : 'send escalation notifications' => { Escalation => 1, New => { Module => 'Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission', }, }, I was saw that there were preconfigured agent notifications for "New Ticket". I use the browser to configure New ticket agent notification but : - this does not use the predifined notification - it is declared another way than the escalation notification Question is : how to declare a "New Ticket notification" inside GenericAgent.pm ? Will 'send new ticket notifications' => { Status => ['new'], New => { Module => 'Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission', }, }, Do the trick ? Thanks, Ionel -- Ionel GARDAIS IT Team manager

2 1

ITSM - How to add a new field in ConfigItem?
by Straccialano, Rosanna 29 Oct '10

29 Oct '10

Dear All, Is anybody able to help me please and show me how I add another field in the ConfigItems section. I would like to have a field called 'Asset No' in all the classes. Would really appreciate your help, thank you! Rosanna

2 3

Is it possible to create ticket through IVT or throug any script
by Darshak 29 Oct '10

29 Oct '10

The whole idea is to create the ticket automatically when customer calls, there is no Agent ONLY IVR System is there. How can it be possible? -- Best Regards, Darshak Modi +91 9909008245 darshakamodi(a)gmail.com

3 3

"Need URL or Reload!" 500 Errors in Beta 6
by Hugh Kelley 29 Oct '10

29 Oct '10

Is anyone else seeing these errors when closing some, but not all, tickets? [Fri Oct 29 11:49:49 2010][Error][Kernel::Output::HTML::LayoutPopup::PopupClose][57] Need URL or Reload! The ticket closes successfully but the agent is left with a server error. I already have a bug open for this,http://bugs.otrs.org/show_bug.cgi?id=6055, but am wondering if anyone else has a workaround. Hugh

1 0

Beta 6 Browser Message - An error occured! For details please see your browser log!
by Hugh Kelley 29 Oct '10

29 Oct '10

I've upgraded to OTRS 3.0 beta 6 and now get the following message in many screens, especially when going into a ticket with multiple articles. Observed in FF 3.6 and IE. An error occured! For details please see your browser log! Look familiar to anybody? Hugh

2 2

OTRS beta6 agent UI: columns gone?
by Jos Vos 29 Oct '10

29 Oct '10

Hi, What happened to the agent screens in beta6, like dashboard and admin? I see nothing listed side-by-side anymore (only one columns) and the screens look worse (and more inefficient to use) than before. Is this intentionally or is it a bug? Thanks, -- -- Jos Vos <jos(a)xos.nl> -- X/OS Experts in Open Systems BV | Phone: +31 20 6938364 -- Amsterdam, The Netherlands | Fax: +31 20 6948204

3 3

How to define mail escalation priority level.
by yatin bhardwaj 29 Oct '10

29 Oct '10

Dear all, I am facing a problem to define mail escalation priority level. Suppose on *Low priority3* *PR3* (Between 1hr to 8hr) the mail should automatically deliver to support(a)example.com, If time exceed 8hr then mail automatically send to manager(a)example.com, If time exceed 16hr then mail automatically send to vp(a)example.com. On *Medium priority2* *PR2* (Between 1hr to 4hr) the mail should automatically deliver to support(a)example.com, If time exceed 4hr then mail automatically send to manager(a)example.com, If time exceed 8hr then mail automatically send to vp(a)example.com. On *High priority1* *PR1* (Between 1hr to 2hr) the mail should automatically deliver to support(a)example.com, If time exceed 2hr then mail automatically send to manager(a)example.com, If time exceed 4hr then mail automatically send to vp(a)example.com. Regards, Yatin Bhardwaj.

1 0

Option Forward missing
by DM_Julio Angulo 28 Oct '10

28 Oct '10

Good morning, I have installed the version of OTRS 2.4.7 with ITSM 2.1.1 on windows XP platform, the problem faced by agents is that the option has gone forward. this is normal or when updating something loss?. OTRS 2.4.7 - ITSM 2.0.3 OTRS 2.4.7 - ITSM 2.1.1 should report this as a bug or is change the way of work? thanks Julio Cesar Angulo Quiroz Telf.: 997066155

2 2

Notifications - substitute event stuff?
by Robert Merrill 28 Oct '10

28 Oct '10

I was wondering if it would be possible to add some tags to the event notification framework to substitute in information about the event? e.g. what event it was. I would like to set up a generic notification that sends ALL events to a single email address, including the type of event in the email, but there is no tag for type of event.

1 0

LDAP auth not working with OTRS version 2.4.9
by Sidnei Moreira 28 Oct '10

28 Oct '10

hello, i've tried to configure active directory authentication in my 2.4.9 version of otrs, but had no success. i got error "incorrect login - user name or password incorrect" both in agent or customer frontends. so, i've searched this forum and some other resources on the web, and found that many others had the same problem i am facing now, but any of them could find out a solution that puts orts to work as it should. i wonder if there is really any possibility of authenticating otrs with windows active directory users. anyone could tell me if it worked and perhaps could help me to get into the light path? i am able to provide config files and error-log to anyone that could help me. i also included a forum post with this exact content. thanks a lot for any valuable help on this. -- sidnei moreira

2 2

upgrade from 2.4.7 to 2.4.9 with ITSM installed
by Steve Clark 28 Oct '10

28 Oct '10

Hello, anyone tried to upgrade from 2.4.7 to 2.4.9 with ITSM installed. I got the following: 1:otrs warning: /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketClose.dtl created as /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketClose.dtl.rpmnew warning: /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketEmail.dtl created as /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketEmail.dtl.rpmnew warning: /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketFreeText.dtl created as /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketFreeText.dtl.rpmnew warning: /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketNote.dtl created as /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketNote.dtl.rpmnew warning: /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketOwner.dtl created as /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketOwner.dtl.rpmnew warning: /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketPending.dtl created as /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketPending.dtl.rpmnew warning: /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketPriority.dtl created as /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketPriority.dtl.rpmnew warning: /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketResponsible.dtl created as /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketResponsible.dtl.rpmnew In doing a diff between the files it looks like ITSM changed these files and now the upgrade didn't work correctly??? -- 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 4

Beta 6 - Toolbar Icons Only Showing When Count > 0
by Hugh Kelley 28 Oct '10

28 Oct '10

Under beta 6, only icons with counts (watched == 1, locked ==2, etc.) are showing. Is this a new Beta 6 feature? Can the previous default be restored? Hugh

2 1

error trying to look at full changelog on 2.4.9
by Steve Clark 28 Oct '10

28 Oct '10

Hi, When I click on the link: For full list of changes see: http://source.otrs.org/viewvc.cgi/otrs/CHANGES I get: co: output error: Bad file descriptor co aborted -- 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

2 1

ITSM - question about changing CIs - batch style
by João Pagaime 28 Oct '10

28 Oct '10

Hello all. I would like to change a bunch of CI - Configuration Items in a batch style I have acess to the mysql database, so I thought it would be a matter of finding out the last version ID of the CIs, and update the corresponing xml_content_value field on the xml_storage table It seems it doesn't work that way... (looking at the way OTRS web interface does any change, it looks there's a lot more work involved...) anybody had the same problem? is there an API to facilitate a change on a CI? thanks any way João

1 0

Software error problem
by Pradumna Maheshwari 28 Oct '10

28 Oct '10

1 0

Dashboard modifications
by Andy Wodfer 27 Oct '10

27 Oct '10

Hi, I was wondering if it would be possible to show two more fields on the Dashboard: 1. Sender name/email 2. Date for when the last update (email) was received/sent I guess everything is possible, but I was hoping there would either be a simple way of doing this or using an existing module. Anyone know? Thanks! Andy (still running 2.4.7)

1 0

Report top 10 clients
by DM_Julio Angulo 27 Oct '10

27 Oct '10

Hi team, would like to know how to create a report that show me 10 clients that more solicitations made. I have installed ITSM 2.1.1, i have enabled in Frontend::Agent::Stats Stats::UseAgentElementInStats: and Stats::CustomerIDAsMultiSelect: but i have no idea how to do, any suggestion?, thanks Julio Cesar Angulo Quiroz Telf.: 997066155

1 0

[ Customer Users <-> Groups ] empty
by Leonardo Certuche 27 Oct '10

27 Oct '10

Hello, On our current implementation (5,892 customers, 165 groups, OTRS 2.4.8, apache2-mod_perl-2.0.4-40.12) when we click on /otrs/ index.pl?Action=AdminCustomerUserGroup nothing is shown. We have CustomerGroupSupport enabled in SysConfig and no errors are shown on the AdminLog for this issue. Does anyone know why is this happenning? Any help is much appreciated. Thanks, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

2 4

Delete Tickets
by jose francisco luis medina 27 Oct '10

27 Oct '10

Sometimes create tickets for testing in the company, I wonder if you can delete these tickets in any way to not affect my stats. OTRS 2.4.7 in Debian Lenny with MYSQL

2 1

Upgrade from 2.4.7 to 2.4.9 via RPM ?
by Daniel Maher 27 Oct '10

27 Oct '10

Hello, I am currently running OTRS 2.4.7, installed via the official RPM package (otrs-2.4.7-01.noarch.rpm). I would like to upgrade to 2.4.9 (recommended security updates), and expect to be able to do so via a simple rpm -U of the new RPM package. My question is this : are there any particular pitfalls i should be aware of being upgrading the RPM ? For example, i have made some local edits to a few files (Config.pm, some template files, etc.), and i really do not want those to be clobbered. Thank you. -- Daniel Maher <dma PLUS otrs AT witbe DOT net> "The Internet is completely over." -- Prince

1 0

Article Attachment Base64 Encoding
by Jeff Travers 27 Oct '10

27 Oct '10

We converted our OTRS installation from MySQL to Oracle. For the most part, the migration was successful. The only issue we are having is that the "Content" column in the Article_Attachment table needs to be encoded in BASE64. Is there an easy method in which to accomplish this conversion? Is there a DB-Update script we could modify in order to encode the data in this column to BASE64?

3 2

Setting freetext fields via Postmaster filter
by Fürtbauer Wolfgang 26 Oct '10

26 Oct '10

Dear collegues, I want to set freetext fields via Postmaster filter - is this possible? BR Wolfgang Fürtbauer Leitung IT ASAMER Holding AG Unterthalham Strasse 2 4694 Ohlsdorf AUSTRIA tel +43 50 799 - 2500 fax +43 7612 799 - 9526 mobile +43 664 8332326 w.fuertbauer(a)asamer.at www.asamer.at This message is confidential. It may not be disclosed to, or used by, anyone other than the addressee. If you receive this message by mistake, please advise the sender.

2 1

ITSM 2.0.2 functionality
by Sérgio Cintra 26 Oct '10

26 Oct '10

Alexander Alexander, thank you for your answer. I have installed the GeneralCatalog and the ITSMCore packages. Does anyone know if there is some additional functionality if I install these packages? ITSMIncidentProblemManagement, ITSMServiceLevelManagement, ITSM? Regards Sérgio sergio(a)scs.eti.br wrote : > I am currently running OTRS 2.4.7 ITSM 2.0.2, but I didn't install some > packages like: > > ITSMIncidentProblemManagement 2.0.2 > ITSMServiceLevelManagement 2.0.2 > ITSM 2.0.2 > > Am I loosing any functionalities? Hi Sergio, you only loose the features of the missing packages, if you don't need them, this is ok. But you have to have installed the GeneralCatalog and the ITSMCore package, they are the base of OTRS::ITSM. I think that users usally install all the ITSM packages, since there should be seldom disadvantages. So this would be the safest way for you to go. Please feel free to ask the mailing list if you want to achieve something special by omiting some of the ITSM packages. Regards Alexander

1 0

Attachments <-> Responses
by PREF31 OTRS 26 Oct '10

26 Oct '10

Hi, I have one attachment associated to one response . How can I delete this attachement ? When I try to delete the attachment, it occurs the error "Invalid Challenge Token" Thanks Claude

3 9

ITSM 2.0.2 functionality
by sergio＠scs.eti.br 26 Oct '10

26 Oct '10

Hi I am currently running OTRS 2.4.7 ITSM 2.0.2, but I didn't install some packages like: ITSMIncidentProblemManagement 2.0.2 ITSMServiceLevelManagement 2.0.2 ITSM 2.0.2 Am I loosing any functionalities? Thanks in advance Sergio

2 1

Outbound SMTP Spooler?
by Hugh Kelley 25 Oct '10

25 Oct '10

I had a temporary mail server authentication issue recently. Example below. [Sun Oct 24 23:11:06 2010][Error][Kernel::System::Email::SMTP::Send][117] SMTP authentication failed: 5355.7.3 Authentication unsuccessful. This caused my outbound messages and notifications to be undelivered. Now that the original issue has been resolved I was hoping the messages would be dequeued and sent. That doesn't appear to be the case. Is there a setting I can enable to cause spooling? Are the messages somewhere I'm not looking? Hugh

2 2

Graph stats
by GARDAIS Ionel 23 Oct '10

23 Oct '10

Hi list, I'm new to OTRS but I succeed in having a working server connected to multiple LDAP for multiple customers. I've played a bit with tickets : create, answer, close or wait for escalation. Unfortunaly, I'm trying to get some graph stats and all I can get is a desperately flat graph. I'd like to create a stat report with : - the last (week or month) on the X axis - the average first response time on the Y axis - a selection of queues as input data. I tried multiple combination but never succeeded. I'm using OTRS 3.0b5 with a mysql DB. Thanks for your help, Ionel

1 0

OTRS 3 database compatibility
by Jos Vos 22 Oct '10

22 Oct '10

Hi, Can I safely assume that databases created with OTRS 3.0.0 beta5 can also be used with the final 3.0.0 version or (of not) that tools will become available to convert the database? Thanks, -- -- Jos Vos <jos(a)xos.nl> -- X/OS Experts in Open Systems BV | Phone: +31 20 6938364 -- Amsterdam, The Netherlands | Fax: +31 20 6948204

2 1

use of Escalation parameter on GenericAgent.pm
by Leonardo Certuche 22 Oct '10

22 Oct '10

Hello there, I have a question regarding the use of Escalation on GenericAgent.pm that hopefully some of you could kindly answer. The following example is found at /opt/otrs/Kernel/Config/GenericAgent.pm.examples 'move escalation ticket to experts' => { # get all tickets with these properties Queue => 'xyz', Escalation => 1, # new ticket properties New => { Queue => 'experts', }, }, As far as I understand, Escalation => 1 means that the ticket was actually escalated but, to which of the three escalations available refers? How can I distinguish between First Response, Update or Solution time? I'm asking because we're evaluating the possibility of using Update Time (which always escalates on this environment since Customers never send updates) to move a ticket from one queueA to queueB if Agents of queueA weren't able to solve the ticket before the time stored in Update Time is reached. That way Agents of queueB will see this ticket on their queue and they will be able to solve it before Solution time is reached. Thanks in advance for your help, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

1 0

backup.pl password question
by Mark Novak 21 Oct '10

21 Oct '10

Hello Everyone, I am trying to use the provided backup.pl script to backup up my OTRS installation on Ubuntu Linux. The first part of the script works fine, but I get an error during the database dump: Dump MySQL rdbms ... mysqldump: Got error: 1045: Access denied for user 'otrs'@'localhost' (using password: YES) when trying to connect I know that the database name, user name and password are stored in Config.pm. However, in Config.pm, it does not actually show the DB password: $Self->{DatabasePw} = $dbpass; I think that the problem is that my database password uses special characters. I have tried escaping them with a \ and specifying the password in Config.pm, but that doesn't seem to work. I am not sure if it is a problem with my escaping or if it is a function on Config.pm and backup.plthat it won't take a specified password as input. Can I change the password of the dbuser on this production system in mysql to something that doesn't have special characters? I want to ensure that it will not negatively impact my system if I make the password change. Best Regards, Mark Novak

3 2

Error: Module Kernel/Modules/.pm not found
by Jeff Travers 21 Oct '10

21 Oct '10

We've upgraded our OTRS installation from 2.4.5 to 2.4.8 and I'm receiving the following error after each ticket creation: ----------------------------- Error: Module Kernel/Modules/.pm not found! ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: MSWin32 Time: Thu Oct 21 13:16:28 2010 Message: Module Kernel/Modules/.pm not found! Traceback (1160): Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 182 Module: PerlEx::Precompiler::c_::otrs::bin::cgi2dbin::index_pl::__ANON__ (v1.88) Line: 48 Module: (eval) (unknown version) Line: 458 Module: PerlEx::Precompiler::Execute (unknown version) Line: 458 ----------------------------- The tickets appear to be created successfully but I can't determine what part of the process is invoking the error. We're using IIS6 as our web server and Oracle as the backend database. Any help would be appreciated. Thanks!

1 0

Migrate database
by Will Bradshaw 20 Oct '10

20 Oct '10

We are upgrading from OTRS 2.0.4 (Debian 4.0) to OTRS 2.4.7 (Ubuntu 10.04 Server). These are two completely different machines, but I need to migrate my data from the old system to the new. What steps should I take to use the backup.pl and restore.pl respectively. I understand that I will also need to run a DBUpdate-to-2.4.pl. Just to recap, here is my setup: BOX1 OTRS 2.0.4 using mysql BOX2 OTRS 2.4.7 using mysql What do I need to do moving forward to get all of my existing data from BOX1 to BOX2 and convert the database to 2.4? Will Bradshaw Network Administrator Jungle Jim's Intl. Market Phone: 513.674.6030 Mobile: 513.218-1322 Fax: 513.674.6001 http://www.junglejims.com

1 1

Increase maxlength
by Steve Clark 20 Oct '10

20 Oct '10

Hello List, Where do I change the maxlength field for input of data. Here is the an excerpt of the source generated in the customer_user maintenance screen. I need to increase the maxlength to more than 150.   <tr> <td width="40%" class="contentkey"> Email: <font color="red" title="This values are required.">*</font> <font color="blue" title="This values are read only."></font> </td> <td class="contentvalue"> <input type="text" name="UserEmail" value="stephen.clark(a)seclark.us" size="35" maxlength="150" /> </td> </tr>  Thanks, Steve -- 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

1 1

Template: ITSMChange
by sergio＠scs.eti.br 20 Oct '10

20 Oct '10

Hi I can´t see the templates for: ITSMChange (0) - ITSMWorkOrder (0) - CAB (0) How can I activate them? Thank you Sergio

2 1

Send "default reply (after new ticket has been created)" only during off hours
by Hugh Kelley 20 Oct '10

20 Oct '10

Is there any way to configure the "default reply (after new ticket has been created)" notification so that it only fires outside of business hours? During regular hours I expect agents to respond directly so this notification would be unnecessary. Hugh

1 0

working time stats
by Yone Caride Garcia 20 Oct '10

20 Oct '10

hi. i want to make a stat which tells me how much working time has passed between the creation of a ticket and the solution. Making a ticketlist stat i used create and close time to restrict the results and i tryed with the SolutionTimeWorkingTime at x axis but when i start the stat it return me 0 value. however i also used the accounted time but it works, so i dont know what i'm doing wrong. Ponencia en Congreso Internacional del Transporte. This electronic message contains information which may be privileged or confidential. The information is intended to be for the use of the individual(s) or entity named above.

1 0

Question about stat
by Eloy Coto Pereiro 20 Oct '10

20 Oct '10

Hi all, These days I'm installing OTRS 3.0 beta 5. The most important for my company are the stats, I read the 19 chapter but I don't obtain the good results. The problem is the stat don't show the SolutionTime, FirtsreponseTime, EscalationTime.. I can put this variables and I think that it's ok: - In Core::Time put working time with my data. - In Core::Calendar1 put time correctly. - In the Queue assign the calendar1 - The stat have this parameters: - Dinamic-object: TicketList - Permissions to all - Resultformat : CSV - All atributes to print - Restrictions to Queue with calendar1 - All time to search. - The otrs.Checkmodules is all ok. - The system run in Debian Lenny, with Mysql. The result is ok, have data for tickets but don't have the SolutionTime, FirstresposeTime, Escalation Time... Any Ideas? Other question it's that OTRS::ITSM is valid to OTRS 3.0. King Regards

1 1

OTRS community survey
by Christopher T. Kuhn 20 Oct '10

20 Oct '10

Dear community member, As we are continuously looking for ways how to improve OTRS I would like to inform you that we lately started using otrsteam.ideascale.com where we collect ideas & features. Besides that we started a OTRS community survey to get a better idea in what markets and use cases OTRS is in use. I'd like to encourage you to participate in the OTRS community survey http://www.surveymonkey.com/s/QCSWFXG. Thank you very much for contributing to OTRS! ((enjoy)) -- Christopher T. Kuhn

1 0

Re: [otrs] otrs Digest, Vol 25, Issue 18
by Ruzwan Abdul 20 Oct '10

20 Oct '10

Hi Team, Can any one help me in finding why i am getting SQL error in system log. OTRS verion - 2.4.6 Linux Suse. I dont know what configuration change made me getting this error. and from that time my Autoresponse email is not going untill i manual run the postmaster script. You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND tw.user_id IN (1) AND st.until_time <= 1286735389 LIMIT 10000' at line 1, SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq , ticket_watcher tw WHERE sq.id = st.queue_id AND st.id = tw.ticket_id AND st.ticket_state_id IN ( ) AND tw.user_id IN (1) AND st.until_time <= 1286735389 LIMIT 10000' Thanks -- Regards, Ruzwan On Sun, Oct 10, 2010 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. Re: OTRS 2.4.8. the signature is no more shown on > email-tickets (Gerald Young) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Sat, 9 Oct 2010 16:57:01 -0400 > From: Gerald Young <crythias(a)gmail.com> > Subject: Re: [otrs] OTRS 2.4.8. the signature is no more shown on > email-tickets > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <AANLkTikJMHh71FhTQuFn4CVf7iA+JiY+c_+sxA0Y9x2o(a)mail.gmail.com<AANLkTikJMHh71FhTQuFn4CVf7iA%2BJiY%2Bc_%2BsxA0Y9x2o(a)mail.gmail.com> > > > Content-Type: text/plain; charset="iso-8859-1" > > One who creates his own theme -- > http://doc.otrs.org/2.4/en/html/c2079.html -- > may avoid this issue in the future. > > On Fri, Oct 8, 2010 at 4:53 AM, Martignier, Philippe < > Philippe.Martignier(a)wipo.int> wrote: > > > I found the reason why ... > > > > I use themes and for these themes the signature is not appearing on > screen > > > > If I take the standard theme it is ok and now it appears in html > > > > Could be a great idea to have a file saying which files are modified in a > > release ... (maybe it is the case and I don't know as the upgrade is not > > made by me but the IT people) > > > > Thanks > > > > Philippe Martignier > > Communications Division > > Customer Service Section > > Email : Philippe.Martignier(a)wipo.int > > Phone : 00 41 022 338 72 36 > > Building : GB II > > Office : 0,3 > > > > > > >

1 2

Comparing OTRS with other ticket system
by Darshak 20 Oct '10

20 Oct '10

Dear All, I have to propose a ticket system to my company. I have gone thru different ticket systems. Can you tell me what are unique features in OTRS over other systems like RT,OSTicket,KAYAKO etc. Any benchmark by OTRS? Can it handle daily 10000 tickets and 1000 agents on single box [ good quality hardware]? -- Best Regards, Darshak Modi +91 9909008245 darshakamodi(a)gmail.com

5 10

FreeText in CustomerTicketZoom
by jose francisco luis medina 19 Oct '10

19 Oct '10

I have OTRS 2.4.7 with Debian Lenny and mysql, it works perfectly, recently generated a need in the company where I work, which can be solved if they could be viewed and edited the "dropdowns" of the FreeText in CustomerTicketZoom. I have reviewed the SysConfig but does not seem a natural choice of OTRS, does anyone know how?

4 7

JSON interface (json.pl) missing
by Andy Wodfer 19 Oct '10

19 Oct '10

Hi all, Last week I got myself an iPhone 4 and was looking forward to start using the OTRS iPhone APP. However, I discovered that my OTRS 2.4.7 installation didn't have the required login file json.pl installed. Does anyone know why? I installed it from the FreeBSD ports system. Can I download and install it later? Thanks! Andy

2 2

Re: [otrs] Use LDAP backends which have dns round robin?
by Daniel Maher 19 Oct '10

19 Oct '10

On 10/19/2010 09:40 AM, LEBLANC Bastien (EXT CAP GEMINI) wrote: > Hi all, > > we have here ldap servers setup with a dns round robin. > > BUT, on otrs, we get an error, and OTRS doesn't retry on other IP: > Can't connect to ourldapservers.example.com : IO::Socket::INET: connect: Connexion refusée at Kernel/System/CustomerUser/LDAP.pm line 132. > > > > Is it possible to have a different behavior (configuration issue?) ? > > Should I fill a bug ? > > (we are currently using otrs.2.4, can't try otrs 3 for the moment) (Salut!) This may help : http://lists.otrs.org/pipermail/otrs/2009-January/025337.html -- Daniel Maher <dma AT witbe DOT net> "The Internet is completely over." -- Prince

2 1

Re: [otrs] otrs Digest, Vol 25, Issue 46
by Steve Durbin 19 Oct '10

19 Oct '10

Darshark, We average 300 tickets/day with a big peak between 08:00 and 09:00, about half of tickets being logged then. No performance problems. Box is a 2CPU Intel Xeon L5420 @ 2.50GHz, 8Gb RAM, 73Gb RAID1 disc. We have switched on most of the large volume options as documented in the manual. 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

what is TicketFreeText1::Link?
by José Luis 19 Oct '10

19 Oct '10

I wonder what the function of TicketFreeText1:: Link in the SysConfig, I'm working with FreeTexts and I need them the most benefit from this feature.

2 2

[OTRS 3.0.0 beta5] "Company Tickets" always empty
by Jos Vos 19 Oct '10

19 Oct '10

Hi, When testing a new setup with 3.0.0 beta5, in the customer interface the "Company Tickets" never shows tickets (i.e. you get the "You have not created a ticket" screen), while "My Tickets" do show the tickets. I'm sure I have seen this working in one of the earlier betas. Before doing further research: is this maybe a bug? I'm not sure if it is related, but I do see these messages in httpd's error_log (I have anonymized the used customerid as FIRST_SECOND, but some customer ids do have an underscore in it): [Sat Oct 16 20:22:17 2010] [warning]: WARNING: nonstandard use of \\ in a string literal LINE 1: ...\\_SECOND')) ) OR ((LOWER(st.customer_id) = LOWER('FIRST\\_SECO... ^ HINT: Use the escape string syntax for backslashes, e.g., E'\\'. (/var/www/otrs//Kernel/System/DB.pm:553) Also, I do have enabled support for multiple customer_ids by adding that to the Map and as an extra DB field for customer_user. Thanks for any suggestion, -- -- Jos Vos <jos(a)xos.nl> -- X/OS Experts in Open Systems BV | Phone: +31 20 6938364 -- Amsterdam, The Netherlands | Fax: +31 20 6948204

1 1

Re: [otrs] Link to reopen a ticket
by Pradumna Maheshwari 19 Oct '10

19 Oct '10

Thanks Nils, But where to check whether Customer have permission to Queue ? How to give permission ? Pradumna Maheshwari =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

1 0

Re: [otrs] Link to reopen a ticket
by Pradumna Maheshwari 19 Oct '10

19 Oct '10

Thanks Nils, But where to check whether Customer have permission to Queue ? How to give permission ? Pradumna Maheshwari =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

1 0

Use LDAP backends which have dns round robin?
by LEBLANC Bastien (EXT CAP GEMINI) 19 Oct '10

19 Oct '10

Hi all, we have here ldap servers setup with a dns round robin. Which means when we execute nslookup ourldapservers.example.com we have in return several IP address. This is useful if one server is done, applications should go to the next one. Example on telnet: > telnet ourldapservers.example.com 389 Trying 10.x.x.1... telnet: connect to address 10.x.x.1: Connection refused Trying 10.x.x.2... Connected to ourldapservers.example.com Escape character is '^]'. Connection closed by foreign host. ==> telnet goes directly to a next IP BUT, on otrs, we get an error, and OTRS doesn't retry on other IP: Can't connect to ourldapservers.example.com : IO::Socket::INET: connect: Connexion refusée at Kernel/System/CustomerUser/LDAP.pm line 132. Is it possible to have a different behavior (configuration issue?) ? Should I fill a bug ? (we are currently using otrs.2.4, can't try otrs 3 for the moment) Thkxs Bastien. ------- Ce message et toutes les pièces jointes sont établis à l'intention exclusive de ses destinataires et sont confidentiels. L'intégrité de ce message n'étant pas assurée sur Internet, la SNCF ne peut être tenue responsable des altérations qui pourraient se produire sur son contenu. Toute publication, utilisation, reproduction, ou diffusion, même partielle, non autorisée préalablement par la SNCF, est strictement interdite. Si vous n'êtes pas le destinataire de ce message, merci d'en avertir immédiatement l'expéditeur et de le détruire. ------- This message and any attachments are intended solely for the addressees and are confidential. SNCF may not be held responsible for their contents whose accuracy and completeness cannot be guaranteed over the Internet. Unauthorized use, disclosure, distribution, copying, or any part thereof is strictly prohibited. If you are not the intended recipient of this message, please notify the sender immediately and delete it.

1 0

Prevent User ID 1 / root from Owning tickets
by Hugh Kelley 19 Oct '10

19 Oct '10

We have a relatively "open" permission model for our tickets. Most agents can add notes or replies without owning the ticket. As a result, some tickets go all the way to resolution without having the ID changed. This means that some get closed with the root user (#1) as the owner. Is there a way to force this ID to be changed to a "valid" user within the UI? Hugh

4 12

ACL for CMDB/Config Item access
by Christoph Ohliger 19 Oct '10

19 Oct '10

Hi, has anyone tried to implement access restrictions for Config Items ? For example I want restrict the access to "Serial Number" attribute of Software Config Item. regards Christoph Ohliger

1 0

Customer info problem
by Annika Liikanen 18 Oct '10

18 Oct '10

I have strange problem. I made a test ticket and now I can´t change customer info. If I go to zoom ticket => Customer => Set customer user and customer id of a ticket => I can put the CustomerID but if I put something to Customer User box, it clears all the boxes. So I can put only customerID, not customer user. Now when there is not any customer info, when I close the case, it always comes back to the system because there is no customer email, where the system sends the closing email. What can I do to get rid of this test case? -- Annika

2 1

Re: [otrs] otrs Digest, Vol 25, Issue 36
by Ruzwan Abdul 16 Oct '10

16 Oct '10

Hi All, I am getting the below error in System log Mysql when using Dashboard. version 2.4.6 OTRS You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.until_time >= 1286808536 ORDER BY st.until_time ASC LIMIT 25' at line 1, SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.until_time >= 1286808536 ORDER BY st.until_time ASC LIMIT 25' Please suggest what could be the problem, because of this my lock tickets are not getting unlock getting same error. Regards, Ruzwan On Sat, Oct 16, 2010 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. Re: otrs Digest, Vol 25, Issue 35 (Ruzwan Abdul) > 2. Re: Customer with multiple email addresses (Broderick Wood) > 3. Comparing OTRS with other ticket system (Darshak) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Sat, 16 Oct 2010 08:55:29 +0530 > From: Ruzwan Abdul <ruzwan(a)pyrogroup.com> > Subject: Re: [otrs] otrs Digest, Vol 25, Issue 35 > To: otrs(a)otrs.org > Message-ID: > <AANLkTik-ySh=wNO9rnY5jivV0VB9Hvm8yxnJC8bweOhV(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > Hi All, > > I am getting the below error in System log Mysql when using Dashboard. > version 2.4.6 OTRS > > > You have an error in your SQL syntax; check the manual that corresponds to > your MySQL server version for the right syntax to use near ') AND > st.until_time >= 1286808536 ORDER BY st.until_time ASC LIMIT 25' at line 1, > SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq > WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.until_time > >= > 1286808536 ORDER BY st.until_time ASC LIMIT 25' > > > Please suggest what could be the problem, because of this my lock tickets > are not getting unlock getting same error. > > Regards, > Ruzwan > On Fri, Oct 15, 2010 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. Link to reopen a ticket (Pradumna Maheshwari) > > > > > > ---------------------------------------------------------------------- > > > > Message: 1 > > Date: Fri, 15 Oct 2010 16:40:28 +0530 > > From: Pradumna Maheshwari <pradumna.maheshwari(a)tcs.com> > > Subject: [otrs] Link to reopen a ticket > > To: otrs(a)otrs.org, otrs-bounces(a)otrs.org > > Message-ID: > > < > OF7D3402D4.A7B0B5CE-ON652577BC.003D0CE9-652577BD.003D62D0(a)tcs.com> > > Content-Type: text/plain; charset="us-ascii" > > > > Hello, > > > > I want to give a link in Survey, so that Customer can re-open the ticket. > > > > I tried this : > > <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias> > > customer.pl?Action=CustomerTicketZoom&TicketID=<http://customer.pl/?Action=CustomerTicketZoom&TicketID=> > <http://customer.pl/?Action=CustomerTicketZoom&TicketID=> > > <OTRS_TICKET_ID> > > > > but not working. It is giving error : "Message: No Permission! " > > > > What to do..? > > > > Thanks... > > > > Pradumna Maheshwari > > =====-----=====-----===== > > Notice: The information contained in this e-mail > > message and/or attachments to it may contain > > confidential or privileged information. If you are > > not the intended recipient, any dissemination, use, > > review, distribution, printing or copying of the > > information contained in this e-mail message > > and/or attachments to it are strictly prohibited. If > > you have received this communication in error, > > please notify us by reply e-mail or telephone and > > immediately and permanently delete the message > > and any attachments. Thank you > > > > > >

1 0

Link to reopen a ticket
by Pradumna Maheshwari 16 Oct '10

16 Oct '10

Hello, I want to give a link in Survey, so that Customer can re-open the ticket. I tried this : <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>customer.pl?Action=CustomerTicketZoom&TicketID=<OTRS_TICKET_ID> but not working. It is giving error : "Message: No Permission! " What to do..? Thanks... Pradumna Maheshwari =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

2 1

Reopen Phone ticket
by Pradumna Maheshwari 16 Oct '10

16 Oct '10

Hello, How can Customer re-open the ticket that is raised by Agent on his behalf (i.e. Phone ticket) ? thanks..... Pradumna Maheshwari =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

2 1

Re: [otrs] otrs Digest, Vol 25, Issue 35
by Ruzwan Abdul 16 Oct '10

16 Oct '10

Hi All, I am getting the below error in System log Mysql when using Dashboard. version 2.4.6 OTRS You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.until_time >= 1286808536 ORDER BY st.until_time ASC LIMIT 25' at line 1, SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.until_time >= 1286808536 ORDER BY st.until_time ASC LIMIT 25' Please suggest what could be the problem, because of this my lock tickets are not getting unlock getting same error. Regards, Ruzwan On Fri, Oct 15, 2010 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. Link to reopen a ticket (Pradumna Maheshwari) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Fri, 15 Oct 2010 16:40:28 +0530 > From: Pradumna Maheshwari <pradumna.maheshwari(a)tcs.com> > Subject: [otrs] Link to reopen a ticket > To: otrs(a)otrs.org, otrs-bounces(a)otrs.org > Message-ID: > <OF7D3402D4.A7B0B5CE-ON652577BC.003D0CE9-652577BD.003D62D0(a)tcs.com> > Content-Type: text/plain; charset="us-ascii" > > Hello, > > I want to give a link in Survey, so that Customer can re-open the ticket. > > I tried this : > <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias> > customer.pl?Action=CustomerTicketZoom&TicketID=<http://customer.pl/?Action=CustomerTicketZoom&TicketID=> > <OTRS_TICKET_ID> > > but not working. It is giving error : "Message: No Permission! " > > What to do..? > > Thanks... > > Pradumna Maheshwari > =====-----=====-----===== > Notice: The information contained in this e-mail > message and/or attachments to it may contain > confidential or privileged information. If you are > not the intended recipient, any dissemination, use, > review, distribution, printing or copying of the > information contained in this e-mail message > and/or attachments to it are strictly prohibited. If > you have received this communication in error, > please notify us by reply e-mail or telephone and > immediately and permanently delete the message > and any attachments. Thank you > > >

1 0

Re: [otrs] Customer with multiple email addresses
by Broderick Wood 15 Oct '10

15 Oct '10

Has there been a response to this? This sounds exactly like what I need. We have users that tell us what their (multiple) e-mail addresses are and we need to assign those to their single login ID which is against our LDAP authentication system. I see this listed as a possible solution that was posted by "Torsten Thau" previously: (1) create additional table columns (e.g. via SQL-Box in Admin area): ALTER TABLE customer_user ADD COLUMN email_ext00 varchar(300); ALTER TABLE customer_user ADD COLUMN email_ext01 varchar(300); (2) add new columns to customer backend configuration in Config.pm: (2a) Edit the customer backend definition related to the data source for table "customer_data". Just add following rows to the Map-array (e.g. directly below the definition for the default email-field): [ 'UserEmail0', 'Further Email', 'email_ext00', 1, 0, 'var', '', 0 ], [ 'UserEmail1', 'Further Email', 'email_ext01', 1, 0, 'var', '', 0 ], (2b) add new table columns as postmaster-search columns CustomerUserPostMasterSearchFields => ['email', 'email_ext00', 'email_ext01'], (3) If applicable, extend customeruser-import-export mappings in the ImportExport backend. On Thu, Jul 1, 2010 at 5:38 AM, Nuno Miguel da Cruz Neves <nuno.miguel.neves(a)pkf.pt> wrote: > Thanks for the reply, as I could only come back here now. > > As for your suggestion, the problem is which field I map to customerID. > > I'll try to give a scenario: > > My username (sAMAccountName) is nneves > > So, my email address is nneves(a)pkf.pt > > But I also have as aliases Nuno.miguel.neves(a)pkf.pt and Nuno.neves(a)pkf.pt > > What I would like to do in OTRS is that an email coming from any of these addresses would be mapped to my OTRS username. > > Can I map several email fields to one users (and then mapping them to the proxyAddresses field of Active Directory)? > > Thank you, > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen > Sent: terça-feira, 1 de Junho de 2010 08:02 > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Customer with multiple email addresses > > Hi Nuno, > > If you have the alias stored in your Active Directory, which I'm sure > you will, then you can just map this to the Customer ID field and > you'd be good! > > ((enjoy)) > > Michiel Beijen > R&D > > Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] > > OTRS AG > Norsk-Data-Str. 1 > 61352 Bad Homburg > GERMANY > > T: +31 (0) 6457 42418 > F: +49 (0) 9421 56818-18 > I: http://www.otrs.com > > Business Location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, > VAT ID: DE256610065 > Chairman: Burchard Steinbild, Managing Board: André Mindermann > > GET OTRS::ITSM 2.0 NOW - including the brand new change management > module! It´s the only ITIL® V3 compatible open-source IT Service > Management solution certified by PinkVERIFY worldwide! - > http://bit.ly/dv4CJF > > > > > On Mon, May 31, 2010 at 5:08 PM, Nuno Miguel da Cruz Neves > <nuno.miguel.neves(a)pkf.pt> wrote: >> Hello. >> >> >> >> I am setting up OTRS against an Active Directory backend for customers. >> >> >> >> The thing is, my AD username is my CustomerID, but, when sending emails, my >> email address is an alias. Is there a way I can specify multiple CustomerID >> for the same user? >> >> >> >> I’ll try to write an example: >> >> >> >> My AD username is nneves . So, my email address is nneves(a)pkf.pt >> >> >> >> But I use an alias nuno.miguel.neves(a)pkf.pt >> >> >> >> Is there a way I can say that if I receive an email with a request from >> nuno.miguel.neves(a)pkf.pt, it should stay in nneves(a)pkf.pt queue, so that >> when I login as a customer, I can see all my requests? >> >> >> >> Thank you, >> >> >> >> Nuno Miguel Neves >> >> Partner >> >> PKF Sistemas de Informação, S.A. >> >> Edificio Atrium Saldanha l Praça Duque de Saldanha, nº1 4º Piso H l 1050-094 >> Lisboa l Portugal >> >> Tel: +351 213 182 720 l Fax: +351 213 146 114 l Tlm: + 351 964 803 152 >> >> email: nuno.miguel.neves(a)pkf.pt l http://www.pkf.pt >> >> >> >> >> >> A PKF – Sistemas de Informação,SA é membro da PKF International Limited, uma >> associação de sociedades membro legalmente independentes, a qual não aceita >> quaisquer responsabilidades pelos actos ou omissões de qualquer sociedade ou >> sociedades membro. Uma qualquer sociedade membro não aceita quaisquer >> responsabilidades pelos actos ou omissões de qualquer outra sociedade ou >> sociedades membro. >> >> PKF – Sistemas de Informação,SA is a member of PKF International Limited, an >> association of legally independent member firms which does not accept any >> responsibility or liability for the actions or inactions on the part of any >> individual member firm or firms. Individual member firms do not accept >> responsibility or liability for actions or inactions on the part of any >> other individual member firm or firms. >> >> >> >> Este e-mail pode conter informação privilegiada e confidencial. Se não é o >> destinatário pretendido, não deve copiar ou distribuir este e-mail. Se >> recebeu este e-mail por engano, por favor notifique imediatamente o >> remetente. Deve certificar-se que este e-mail e os seus anexos não se >> encontram infectados por vírus. O envio de e-mails não é um meio de >> comunicação completamente seguro. Apelamos a que reconheça essa falta de >> segurança e que tome todas as precauções necessárias quando comunicar >> connosco via e-mail. >> >> A PKF reserva-se do direito de ler sem pré-aviso qualquer e-mail e >> respectivos anexos que nos sejam enviados. >> >> This e-mail may contain privileged and confidential information. If you are >> not the intended recipient, you must not copy or distribute it. If you have >> received this e-mail in error, please notify the sender and delete the >> e-mail immediately. You should ensure that this e-mail and any attachments >> are virus free. E-mail is not a 100% secure communications medium. We advise >> that you understand this lack of security and take any necessary measures >> when e-mailing us. >> We reserve the right to read any e-mail or attachment entering or leaving >> our systems from any source without prior notice. >> >> >> >> --------------------------------------------------------------------- >> 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 >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > > =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= > > SISTEMA DE ANTI-VIRUS e FILTRAGEM DE CONTEUDOS DE E-MAIL > PKF > > Esta mensagem for verificada pelo sistema de Controlo de > Anti-Virus e Filtragem de Conteudos de mensagens de E-Mail. > Embora nao tenha sido detectado qualquer virus no seu conteudo, > aconselha-se atencao especial aos ficheiros em anexo que > possam existir. > > =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= > > > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ -- ------------------------------------------------ Broderick Wood HelpDesk Co-Ordinator Technical Services Team #205 Athabasca Hall Department of Computer Science The University of Alberta Edmonton, AB T6G 2E8 (780) 492-5018

1 0

Re-open Phone ticket
by Pradumna Maheshwari 15 Oct '10

15 Oct '10

Hello, How can Customer re-open the ticket that is raised by Agent on his behalf (i.e. Phone ticket) ? As this ticket is not listed in the Customer ticket list, how to proceed ? thanks..... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

2 1

problem when composing mail to customer
by PREF31 OTRS 15 Oct '10

15 Oct '10

Hi, When I compose a mail to a customer, I don't want to send a copy to the PostMaster Mail Account. I search in Sysconfig and I find this option "Ticket::Frontend::ComposeExcludeCcRecipients" in "Ticket -> Frontend::Agent::Ticket::ViewCompose" but changing this option in Yes or No don't change the bcc when OTRS compose a mail. Where can I configure this option ? Also I want a response without signature for a queue and a response with signature for another queue. I find the "ResponseFormat" in "Ticket -> Frontend::Agent::Ticket::ViewCompose" but it's the same for all the queues. So I can't delete the $QData{"Signature"}. I try to configure the queues with no signature but a signature is required when I configure a queue and a signature can't be empty. How can I proceed ? Thanks and regards Claude

3 3

RuntimeDB vs. StaticDB for full text search
by Hugh Kelley 14 Oct '10

14 Oct '10

My OTRS 3.0 system was set to RuntimeDB for Ticket::IndexModule. As a result, my searches on ticket number returned no results. Is this expected? It looks like %FieldSQLMapFullText is missing an element for ticket number. my %FieldSQLMapFullText = ( From => 'art.a_from', To => 'art.a_to', Cc => 'art.a_cc', Subject => 'art.a_subject', Body => 'art.a_body', ); I've changed it StaticDB for now and the results are as expected. http://doc.otrs.org/3.0/en/html/c3210.html#performance-tuning-otrs-index

1 0

Move queues without being ticket owner?
by Hugh Kelley 14 Oct '10

14 Oct '10

Is there a sysconfig option that would allow a manager to change ticket queues without being an owner (we don't use the responsible feature)? Currently we get this message from the AgentTicketMove module: "Sorry, you need to be the owner to do this action!" The scenario is this: Bob manages the server team, Fred is an engineer on Bob's team. The server team has two queues with different escalation criteria. These are called "break/fix" and "project". Bob is doing an open ticket review and notices that a ticket he has assigned to Fred is really more of long-term project than a break/fix event and is causing too many escalation alerts. He wants to move it to the project queue, preferably without having to take ownership from Fred and then reassign it. Of course, Bob and Fred have full permissions in both queues. Are there any easy ways to facilitate this? I looked at AgentTicketMove.pm and see the call to OwnerCheck(). I suppose I could add some sort of additional access checks before returning the error - but I'd rather use SysConfig. Hugh

2 1

Register custom module in OTRS
by Rui Francisco 14 Oct '10

14 Oct '10

Hi, We are in the process of developping a custom module to OTRS to simply reopen the ticket in agent interface. Both modules (HTML for menu and system for the functionality) are written . The menu link in the ticket shows properly with correct parameters. The problem exists when i press the link of the menu and gives the following error : ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Oct 14 15:54:15 2010 Message: Module Kernel::Modules::AgentTicketReopen not registered in Kernel/Config.pm! Traceback (27682): Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 684 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48 In the kernel/config.pm i putted the following configurations : # for ticket zoom menu $Self->{'Ticket::Frontend::MenuModule'}->{'990-Reopen'} = { 'Action' => 'AgentTicketreopen', 'Module' => 'Kernel::Output::HTML::TicketMenuReopen', 'Name' => 'Reopen' }; # for ticket preview menu $Self->{'Ticket::Frontend::PreMenuModule'}->{'990-Reopen'} = { Action => 'AgentTicketReopen', Module => 'Kernel::Output::HTML::TicketMenuReopen', Name => 'Reopen' }; # modulo para reabrir tickets $Self->{'Kernel::Modules'}->{'990-Reopen'} = { Action => 'AgentTicketReopen', Module => 'Kernel::Modules::AgentTicketReopen', Name => 'Reopen' }; What else is missing ? Thank you in advance Rui -- Rui Francisco Infraestruturas Aplicacionais | Applicational Infrastructures FCCN Av. Brasil,nº 101 1700-066 Lisboa - Portugal Telefone|Phone: +351 218440100; Fax: +351 218472167 http://www.fccn.pt ----------------------------------------------------- Aviso de Confidencialidade Esta mensagem é exclusivamente destinada ao seu destinatário, podendo conter informação CONFIDENCIAL, cuja divulgação está expressamente vedada nos termos da lei. Caso tenha recepcionado indevidamente esta mensagem, solicitamos-lhe que nos comunique esse mesmo facto por esta via ou para o telefone +351 218440100 devendo apagar o seu conteúdo de imediato. This message is intended exclusively for its addressee. It may contain CONFIDENTIAL information protected by law. If this message has been received by error, please notify us via e-mail or by telephone +351 218440100 and delete it immediately.

1 0

CI's classes and sub-classes view
by Leonardo Certuche 14 Oct '10

14 Oct '10

Hello there, When building a large CMDB, it's neccesary to create sub-classes inside classes. Since OTRS creates sub-queues and sub-services on database using the parent::child syntax, it's easy to think the way sub-classes on CIs should be done the same way so we created a Servers class and then Servers::Windows and Server::Unix sub-classes. All good till then but unfortunately when watching them on otrs/index.pl?Action=AgentITSMConfigItemall of them are shown on the same level, which is a bit of a pain when dealing with a huge structure as our current customer's one. Is there a way of showing sub-classes on Configuration Items like sub-queues are shown? Any help on this is much appreciated. Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

1 0

Link to reopen a ticket
by Pradumna Maheshwari 14 Oct '10

14 Oct '10

Hello, I want to give a link in Survey, so that Customer can re-open the ticket. I tried this : <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>customer.pl?Action=CustomerTicketZoom&TicketID=<OTRS_TICKET_ID> but not working. It is giving error : "Message: No Permission! " What to do..? Thanks... Pradumna Maheshwari =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

2 1

Refresh '7 days Stat' on dashboard
by Pradumna Maheshwari 14 Oct '10

14 Oct '10

Hello I want that '7 Day Stats' graph on dashboard should be get refresh in 5 mins, where should make the changes? I have made changes in Frontend::Agent::Dashboard::DashboardBackend###0250-TicketStats making CacheTTL = 5, but not working. Thanks.. Pradumna Maheshwari =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

2 1

Change Accounted Time on Existing Article
by Hugh Kelley 13 Oct '10

13 Oct '10

Agents will sometimes put in an incorrect amount of time in a ticket article (45 hours instead of 45 minutes). Is there a way to update this time (via the UI) after it has been inserted in the database? Hugh

2 2

Re: [otrs] otrs Digest, Vol 25, Issue 21
by Ruzwan Abdul 13 Oct '10

13 Oct '10

Yes i have deleted the unused tickets directly from SQL. Is this is a problem, please help me in fixing up the problem. Thanks, Ruzwan On Tue, Oct 12, 2010 at 4:02 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. stadistic problem (values in zero) (DM_Julio Angulo) > 2. errror in CGI 10 OTRS SYSTEM LOG (Ruzwan Abdul) > 3. Re: errror in CGI 10 OTRS SYSTEM LOG (Leonardo Certuche) > 4. Help in Escalation properties of a queue (Silver springs) > 5. Re: errror in CGI 10 OTRS SYSTEM LOG (Nils Leideck - ITSM) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 11 Oct 2010 09:54:02 -0500 > From: "DM_Julio Angulo" <dm_jangulo(a)equifax.com.pe> > Subject: [otrs] stadistic problem (values in zero) > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > > <0160518E5338C846B9E673C6A70D47050139162B(a)serv-zorexch3.infocorp.local> > > Content-Type: text/plain; charset="us-ascii" > > Hi, i have problems with the statistics (10042, 10043, 10044, 10045, > 10046, 10047 and 10048) that do not show me time value only values zero, > there is a way to correct this, if someone had the same problem, thanks. > > > > Julio Cesar Angulo Quiroz > > Telf.: 997066155 > > > >

1 1

Re: [otrs] Error on running PendingJob.pl
by Pradumna Maheshwari 13 Oct '10

13 Oct '10

Thanks Nils, >Hi, >your system is misconfigured. >1. your LDAP connection does not work But I am getting notifications for the new tickets. On running GenericAgent.pl, I am getting below error, but then after running it, I get notifications also. C:\inetpub\wwwroot\OTRS\bin>perl GenericAgent.pl ERROR: OTRS-GenericAgent-10 Perl: 5.10.1 OS: MSWin32 Time: Wed Oct 13 10:48:32 2 010 Message: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSe curityContext error, data 52e, vece Traceback (2664): Module: Kernel::System::CustomerUser::LDAP::new (v1.53) Line: 151 Module: Kernel::System::CustomerUser::new (v1.55) Line: 105 Module: Kernel::System::Ticket::new (v1.416.2.5) Line: 136 Module: GenericAgent.pl (v1.59) Line: 88 Job: 'move Escalated tickets from 1st Level::404 Service Desk Claye_test to 2nd: :WFR' Job: 'move Escalated tickets from 1st Level::404 Service Desk Hannover to 2nd::W DE' Job: 'send escalation notifications' - Use module (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket (2010041410000054/1081). - Use module (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket (2010012610000037/178). > 2. status ?pending? is a statustype ?pending reminder?, but in your system it is of statustype ?pending auto? Where you saw its ?pending auto? ?? What to do ? Also just for the information, want to inform you that my system is installed in Windows. And we have disabled SLA and escalation feature. Thanks again..... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ From: Pradumna Maheshwari/TVM/TCS To: otrs(a)otrs.org, otrs-bounces(a)otrs.org Date: 10/13/2010 12:08 PM Subject: Error on running PendingJob.pl Hello, My Agents are not getting pending tickets notification ? When Agent raises a ticket, in the field 'Next ticket state: ' only three states are coming i.e. 'Open', 'Closed' and 'Pending' . While running PendingJobs.pl, I am getting following error - C:\inetpub\wwwroot\OTRS\bin>perl PendingJobs.pl ERROR: OTRS-PendingJobs-10 Perl: 5.10.1 OS: MSWin32 Time: Wed Oct 13 08:36:55 20 10 Message: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSe curityContext error, data 52e, vece Traceback (3420): Module: Kernel::System::CustomerUser::LDAP::new (v1.53) Line: 151 Module: Kernel::System::CustomerUser::new (v1.55) Line: 105 Module: Kernel::System::Ticket::new (v1.416.2.5) Line: 136 Module: PendingJobs.pl (v1.43) Line: 58 PendingJobs.pl <Revision 1.43> - check pending tickets Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ ERROR: No Ticket::StateAfterPending found for 'pending' in Kernel/Config.pm! ERROR: No Ticket::StateAfterPending found for 'pending' in Kernel/Config.pm! ERROR: No Ticket::StateAfterPending found for 'pending' in Kernel/Config.pm! Kindly tell me solution for the same. Thanks a lot in advance. Pradumna Maheshwari =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

1 0

possible error with the installer of ITSMServiceLevelManagement -2.1.1.opm
by DM_Julio Angulo 13 Oct '10

13 Oct '10

Hi, when having problems related with the statistical reports, I decided to make an installation in clean and when installing the modulate ITSMServiceLevelManagement -2.1.1.opm, I have errors that I detail but below, as or to who I inform of these errors to solve the problem? Thanks for the help. SYSTEM LOGS ERROR [Tue Oct 12 09:24:41 2010][Notice][Kernel::System::Package::RepositoryGet] No such package ITSMServiceLevelManagement-2.1.1! [Tue Oct 12 09:24:51 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMConfigItem doesn't exists! [Tue Oct 12 09:24:51 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMConfigItem doesn't exists! [Tue Oct 12 09:24:51 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMConfigItem doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMConfigItem doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketFirstLevelSolutionRate doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMTicketSolutionTimeAverage doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMChangeManagement doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMChangeManagement doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMChangeManagementHistory doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMChangeManagementHistory doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMChangeManagementChangesIncidents doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMChangeManagementRfcRequester doesn't exists! [Tue Oct 12 09:24:52 2010][Error][Kernel::System::Stats::Import][2675] Import: Object ITSMChangeManagementChangesPerCIClasses doesn't exists!

2 1

Signature bug for email tickets when several signatures in
by Martignier, Philippe 13 Oct '10

13 Oct '10

Hi there, I have to say that bug occurs only when using Internet Explorer (version 7) With both Chrome and Firefox it works ... according to IT People here it is because of how ajax is handled by Explorer. You should do the refresh in a different way for Explorer than others browsers Hope it helps Yes the bug is already logged. Philippe -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: mardi, 12. octobre 2010 23:05 To: otrs(a)otrs.org Subject: otrs Digest, Vol 25, Issue 24 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. Signature bug for email tickets when several signatures in the system (Martignier, Philippe) 2. possible error with the installer of ITSMServiceLevelManagement -2.1.1.opm (DM_Julio Angulo) 3. Move queues without being ticket owner? (Hugh Kelley) ---------------------------------------------------------------------- Message: 1 Date: Tue, 12 Oct 2010 15:35:03 +0200 From: "Martignier, Philippe" <Philippe.Martignier(a)wipo.int> Subject: [otrs] Signature bug for email tickets when several signatures in the system To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> Message-ID: <6F31DC7EBC4465428DB5706F309DBB13096B11A779(a)ICCV101C.gms02.unicc.org> Content-Type: text/plain; charset="us-ascii" Hi there, I remark that point, if otrs has several signature, when doing a email ticket the first queue signature is automatically pasted. When we selected the from queue, the system does not refresh the signature. At the end the correct signature is send but it is not the one that was shown on the screen Anyone else remark this? Thanks 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

Error on running PendingJob.pl
by Pradumna Maheshwari 13 Oct '10

13 Oct '10

Hello, My Agents are not getting pending tickets notification ? When Agent raises a ticket, in the field 'Next ticket state: ' only three states are coming i.e. 'Open', 'Closed' and 'Pending' . While running PendingJobs.pl, I am getting following error - C:\inetpub\wwwroot\OTRS\bin>perl PendingJobs.pl ERROR: OTRS-PendingJobs-10 Perl: 5.10.1 OS: MSWin32 Time: Wed Oct 13 08:36:55 20 10 Message: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSe curityContext error, data 52e, vece Traceback (3420): Module: Kernel::System::CustomerUser::LDAP::new (v1.53) Line: 151 Module: Kernel::System::CustomerUser::new (v1.55) Line: 105 Module: Kernel::System::Ticket::new (v1.416.2.5) Line: 136 Module: PendingJobs.pl (v1.43) Line: 58 PendingJobs.pl <Revision 1.43> - check pending tickets Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ ERROR: No Ticket::StateAfterPending found for 'pending' in Kernel/Config.pm! ERROR: No Ticket::StateAfterPending found for 'pending' in Kernel/Config.pm! ERROR: No Ticket::StateAfterPending found for 'pending' in Kernel/Config.pm! Kindly tell me solution for the same. Thanks a lot in advance. Pradumna Maheshwari =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

2 1

Ticket closed with first customer contact
by Pradumna Maheshwari 13 Oct '10

13 Oct '10

Hello, Can you please tell me, what do we mean by closing ticket with first customer contact ? How it is related to Articles of the ticket ? Is it possible to generate its report in 'Stats' ? How ? Thanks... Pradumna Maheshwari =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

2 1

Dynamic Objects of Stats
by Pradumna Maheshwari 13 Oct '10

13 Oct '10

Hello, What is function of Dynamic Objects 'ITSMTicketFirstLevelSolutionRate' ? What tickets are considered as First level Solved ? thanks.. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

1 0

Signature bug for email tickets when several signatures in the system
by Martignier, Philippe 12 Oct '10

12 Oct '10

Hi there, I remark that point, if otrs has several signature, when doing a email ticket the first queue signature is automatically pasted. When we selected the from queue, the system does not refresh the signature. At the end the correct signature is send but it is not the one that was shown on the screen Anyone else remark this? Thanks 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

Android app
by Jason B. Loven 12 Oct '10

12 Oct '10

Is there any work going on for an Android app for OTRS? Android is becoming wildly popular locally here and I expect most new users at our organization will be getting Android phones vs the Iphones going forward. I'm already seeing Iphones being replaced with Android phones on a regular basis. Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)caisoft.com Web: http://www.caisoft.com/

4 3

Help in Escalation properties of a queue
by Silver springs 12 Oct '10

12 Oct '10

Hello, I have a question in the queue escalation properties. Please let me know if its possible to escalate a ticket to an individual person. Not sure how to tell it to escalate to one person and then second to another and last to the third person. Any help is greatly appreciated. Thanks Winter

2 1

errror in CGI 10 OTRS SYSTEM LOG
by Ruzwan Abdul 12 Oct '10

12 Oct '10

Hi, I am getting the below error in System log Mysql when using Dashboard. version 2.4.6 OTRS You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.until_time >= 1286808536 ORDER BY st.until_time ASC LIMIT 25' at line 1, SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.until_time >= 1286808536 ORDER BY st.until_time ASC LIMIT 25' Please suggest what could be the problem. -- Regards, Ruzwan

3 2

stadistic problem (values in zero)
by DM_Julio Angulo 11 Oct '10

11 Oct '10

Hi, i have problems with the statistics (10042, 10043, 10044, 10045, 10046, 10047 and 10048) that do not show me time value only values zero, there is a way to correct this, if someone had the same problem, thanks. Julio Cesar Angulo Quiroz Telf.: 997066155

1 0

What is First Contact Resolution Rate in OTRS ?
by Pradumna Maheshwari 11 Oct '10

11 Oct '10

Hello, What is First Contact Resolution Rate in OTRS ? How to calculate it ? Thanks... Pradumna Maheshwari =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

2 1

[solved]: customer_user "pw" field not being updated
by Mike Morris 10 Oct '10

10 Oct '10

Darn - I knew as soon as I sent this I'd find a stupid mistake :-) I had carelessly commented out the PW filed in Config.pm... Sorry to bother... From: Mike Morris <Mike(a)musicplace.com> To: otrs(a)otrs.org Subject: customer_user "pw" field not being updated Date: Sun, 10 Oct 2010 16:09:11 -0700 It seems like this should be a FAQ, but I haven't found it anywhere (although lots of similar stuff, mostly LDAP)... anyway: I'm using Customer::AuthModule = DB. I've confirmed that the table name in "Table", the field names in "CustomerKey" and "CustomerPassword" are all correct (at their defaults). I'm using PostgreSQL 8.3, btw. I believe I've confirmed the DSN is correct; it's set to "dbi:Pg:dbname=otrs;host=localhost;user=otrs;password=[removed];". I can generate errors on the web front end by intentionally misconfiguring this; I can also successfully connect with this as my DSN string in a simple Perl script. I've also tried moving user and password information out of the DSN into their respective config fields... every combination I can think of. I am fairly confident that the DSN is not the problem, but not 100%... Anyway, when using the Customer front end to request a password reset, the customer_user.pw field is never updated. Email is sent, clicking the link gets me emailed a new password, but the password is never written to the DB, so of course I can't log in with it. [As an aside: I'm having trouble using logs because traffic is making syslog so full... and I can't change the SysConfig "Logfile" parameter; when I select File and submit, it refreshes as "SysLog" again...??? ] Thanks in advance for any advice, MikeM Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Free Historical Quote: "...we shall welcome to a participation of all our rights and privileges, [anyone] if by decency and propriety of conduct they appear to merit the enjoyment." -- George Washington, (Address to the Members of the Volunteer Association of Ireland, 2 December 1783) ------------------------------------

1 0

customer_user "pw" field not being updated
by Mike Morris 10 Oct '10

10 Oct '10

It seems like this should be a FAQ, but I haven't found it anywhere (although lots of similar stuff, mostly LDAP)... anyway: I'm using Customer::AuthModule = DB. I've confirmed that the table name in "Table", the field names in "CustomerKey" and "CustomerPassword" are all correct (at their defaults). I'm using PostgreSQL 8.3, btw. I believe I've confirmed the DSN is correct; it's set to "dbi:Pg:dbname=otrs;host=localhost;user=otrs;password=[removed];". I can generate errors on the web front end by intentionally misconfiguring this; I can also successfully connect with this as my DSN string in a simple Perl script. I've also tried moving user and password information out of the DSN into their respective config fields... every combination I can think of. I am fairly confident that the DSN is not the problem, but not 100%... Anyway, when using the Customer front end to request a password reset, the customer_user.pw field is never updated. Email is sent, clicking the link gets me emailed a new password, but the password is never written to the DB, so of course I can't log in with it. [As an aside: I'm having trouble using logs because traffic is making syslog so full... and I can't change the SysConfig "Logfile" parameter; when I select File and submit, it refreshes as "SysLog" again...??? ] Thanks in advance for any advice, MikeM

1 0

OTRS 2.4.8. the signature is no more shown on email-tickets
by Martignier, Philippe 09 Oct '10

09 Oct '10

I found the reason why ... I use themes and for these themes the signature is not appearing on screen If I take the standard theme it is ok and now it appears in html Could be a great idea to have a file saying which files are modified in a release ... (maybe it is the case and I don't know as the upgrade is not made by me but the IT people) Thanks Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: vendredi, 8. octobre 2010 10:49 To: otrs(a)otrs.org Subject: otrs Digest, Vol 25, Issue 15 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. Re: Postmaster filters ordering (Nils Leideck - ITSM) 2. Re: Postmaster filters documentation (Nils Leideck - ITSM) 3. OTRS 2.4.8. the signature is no more shown on email-tickets (Martignier, Philippe) ---------------------------------------------------------------------- Message: 1 Date: Fri, 8 Oct 2010 10:00:38 +1300 From: Nils Leideck - ITSM <nils.leideck(a)leidex.net> Subject: Re: [otrs] Postmaster filters ordering To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <25AB68F4-AD28-4191-81F4-46B9EC526A01(a)leidex.net> Content-Type: text/plain; charset="windows-1252" Hi, unless you set the ?Stop after match? flag, yes. On 08.10.2010, at 05:17, Pradumna Maheshwari wrote: > If one filter is matched, then will OTRS continues to match email with rest filters...? Cheers Nils Leideck ? Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project

2 1

OTRS 2.4.8. the signature is no more shown on email-tickets
by Martignier, Philippe 08 Oct '10

08 Oct '10

Hi there, Just been upgrading from 2.4.7 to 2.4.8 and the signature is no more visible on the screen when doing an email-ticket. The signature is well pasted when the email is sent but it is really annoying for users to not see their signature ... Is it a bug or a new "feature"? Thanks Philippe 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

Postmaster filters ordering
by Pradumna Maheshwari 07 Oct '10

07 Oct '10

Hello, Want to ask that in which order the Postmaster filters applied to incoming email ? Suppose I have 3 filters, so which filter will be applied first to incoming email or all the filters will be apply ? If one filter is matched, then will OTRS continues to match email with rest filters...? What should be the RegExp for the filter , if I want to ignore the email containing "Help us with your feedback!" anywhere in the Subject line ? Thanks a lot in advance.... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

2 3

Notification of escalation
by DM_Julio Angulo 07 Oct '10

07 Oct '10

Hi, i need a little guidance, i want to be send me a message when escale any ticket, i'm using "notification(event)", select the field where my name appears and TicketAcountTime, TicketFreeTimeUpdate; add matter and text message, but do not send the notification. Any comment or aid will be very grateful. Julio Cesar Angulo Quiroz Telf.: 997066155

1 0

otrs.RebuildEscalationIndex.pl
by Leonardo Certuche 07 Oct '10

07 Oct '10

Hello, Could anyone please explain to me what the /bin/ otrs.RebuildEscalationIndex.pl script is for? Thanks, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

1 0

Pending notification if SLA and escalation is disabled
by Pradumna Maheshwari 07 Oct '10

07 Oct '10

Hello, In my OTRS system, I have disabled the facility of SLA and escalation. Is this the reason of not getting notification of "Pending Date" and "Due Date" ? or its a cronjob problem ? My crontab.txt is : MAILTO="root@localhost" MAILTO="root@localhost" */10 * * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/GenericAgent.pl -c db */20 * * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/GenericAgent.pl 45 */2 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/PendingJobs.pl 10 0 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/otrs.cleanup 10 0 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/otrs.cleanup */10 * * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/PostMasterMailbox.pl */10 * * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/PostMasterMailbox.pl 01 01 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/RebuildTicketIndex.pl 55 */2 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/DeleteSessionIDs.pl --expired 35 * * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/UnlockTickets.pl --timeout At the location " C:\inetpub\wwwroot\OTRS\var\cron ", I have number of file with ".DIST" extension : 'aaa_base', 'fetchmail', 'generic_agent', 'generic_agent-database', 'pending_jobs', 'postmaster', 'postmaster_mailbox', 'rebuild_ticket_index', 'session', 'unlock'. And only three of them are without ".DIST" extension i.e. 'aaa_base', 'postmaster', 'postmaster_mailbox'. Is this a problem....? Kindly respond me, thanks... Pradumna Maheshwari =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

1 0

Escalated Tickets on Dashboard
by Leonardo Certuche 07 Oct '10

07 Oct '10

Hello there, It seems like by default, the Escalated Tickets view on the Dashboard also shows closed tickets, which is only noise on the screen for our customer. Is there any way to filter this view so it does not show closed tickets? Thanks, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

2 1

Postmaster filters ordering
by Pradumna Maheshwari 06 Oct '10

06 Oct '10

Hello, Want to ask that in which order the Postmaster filters applied to incoming email ? Suppose I have 3 filters, so which filter will be applied first to incoming email or all the filters will be apply ? If one filter is matched, then will OTRS continues to match email with rest filters...? What should be the RegExp for the filter , if I want to ignore the email containing "Help us with your feedback!" anywhere in the Subject line ? Thanks a lot in advance.... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

1 0

Pending notification if SLA and escalation is diabled
by Pradumna Maheshwari 06 Oct '10

06 Oct '10

Hello, In my OTRS system, I have disabled the facility of SLA and escalation. Is this the reason of not getting notification of "Pending Date" and "Due Date" ? or its a cronjob problem ? My crontab.txt is : MAILTO="root@localhost" MAILTO="root@localhost" */10 * * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/GenericAgent.pl -c db */20 * * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/GenericAgent.pl 45 */2 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/PendingJobs.pl 10 0 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/otrs.cleanup 10 0 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/otrs.cleanup */10 * * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/PostMasterMailbox.pl */10 * * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/PostMasterMailbox.pl 01 01 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/RebuildTicketIndex.pl 55 */2 * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/DeleteSessionIDs.pl --expired 35 * * * * F:/Perl/bin/perl.exe C:/inetpub/wwwroot/OTRS/bin/UnlockTickets.pl --timeout At the location " C:\inetpub\wwwroot\OTRS\var\cron ", I have number of file with ".DIST" extension : 'aaa_base', 'fetchmail', 'generic_agent', 'generic_agent-database', 'pending_jobs', 'postmaster', 'postmaster_mailbox', 'rebuild_ticket_index', 'session', 'unlock'. And only three of them are without ".DIST" extension i.e. 'aaa_base', 'postmaster', 'postmaster_mailbox'. Is this a problem....? Kindly respond me, thanks... Pradumna Maheshwari =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

1 0

OTRS 3.0 - Potential Owner List (refresh all button?)
by Hugh Kelley 05 Oct '10

05 Oct '10

Is there any configuration option that controls the owner list options available by default in new tickets? Right now I have to hit the refresh circle for each ticket to get the full agent list populated in the pull-down. The default list only has two or three agents. Hugh

2 2

Single Ticket View
by Armando Ortiz 05 Oct '10

05 Oct '10

Is there a script available that allows a user to view a more simplified ticket interface without being able to sign in? For example, a user is given a URL to the ticket in question that takes the following params: emailAddress ticketID createTime http://otrs.somesite.com/otrs/ticketview.pl?emailAddress=blah@blah.com&tick… The user would be able to respond to it from here. I could write one myself, but I'm not much of a Perl person...hehe --------------- CONFIDENTIALITY WARNING: This email may contain privileged or confidential information and is for the sole use of the intended recipients. Unauthorized disclosure or use of this communication is prohibited. If you believe that you have received this email in error, please notify the sender immediately and delete it from your system. EXPORT WARNING: These commodities, technical data or software may be subject to the export control of either the International Traffic in Arms Regulations (ITAR) or the Export Administration Regulations (EAR) and may not be exported without the authorization of either the Department of State or the Department of Commerce prior to export. Export includes disclosure and or access to Commodities, technical data or software by foreign nationals whether located in the United States or Abroad. This requirement applies equally to foreign national employees of U.S. Companies and their foreign subsidiaries.

2 1

Queues and Email Filtering
by Armando Ortiz 05 Oct '10

05 Oct '10

Could I filter the incoming emails and drop them into specific queues based on text in the subject? --------------- CONFIDENTIALITY WARNING: This email may contain privileged or confidential information and is for the sole use of the intended recipients. Unauthorized disclosure or use of this communication is prohibited. If you believe that you have received this email in error, please notify the sender immediately and delete it from your system. EXPORT WARNING: These commodities, technical data or software may be subject to the export control of either the International Traffic in Arms Regulations (ITAR) or the Export Administration Regulations (EAR) and may not be exported without the authorization of either the Department of State or the Department of Commerce prior to export. Export includes disclosure and or access to Commodities, technical data or software by foreign nationals whether located in the United States or Abroad. This requirement applies equally to foreign national employees of U.S. Companies and their foreign subsidiaries.

3 4

Non-updating Free Text?
by Hugh Kelley 05 Oct '10

05 Oct '10

Running Beta 4, has anyone noticed that "typed-in" free text boxes don't update the ticket? Required pull-downs work fine. Hugh

3 3